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:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  They sent a defective product and u contacted them. Then they made me wait for a label, so I was told when they received the product back, they would refund me yet I never got a refund and now they say they won't. So I don't have the product or my money

  Customer Answer

  Date: 02/14/2025

  ************ 

  Customer Answer

  Date: 02/18/2025

  *******

  Business Response

  Date: 02/28/2025

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. Upon further examination of this order, it seems that the returned parts were damaged and in an unsellable condition. As an exception on our part, we would like to offer you a replacement under warranty. Please contact us directly so we can assist you with your replacement. Detroit Axle considers this matter resolved.
  

  Customer Answer

  Date: 02/28/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******** ********

  Customer Answer

  Date: 02/28/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  The part arrived broken and defective. I contacted them when it arrived stating it was defective.  I had to purchase another part as it was at the mechanic's garage because when I contacted Detroit Axle stating the part was defective upon arrival it a replacement was not offered. 
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:02/13/2025

  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.

  I ordered electronic rack-pinion for **** explorer December 2023. When I received it and it was installed 4 hrs labor. Took to dealer to get programmed, they informed me it would not program because it was faulty .Cost$******** Detroit axel several times.Removed faulty rack (3 hrs labor) and sent back to them and ask for refund. They said had to be checked. 2 weeks later called again ask for refund after they received returned item. They said the warehouse had to check rack before could refund my $1044.42.A few days later instead of refund I received another rack that I did not request, I wanted a refund to purchase a electronic rack somewhere else.I called again they said this one was a good rack.Not having money to buy somewhere else without the refund of my money we installed the 2nd rack (3 hrs labor)which they guaranteed it was a good one).Took it to dealer to be programmed ($200), they said it was faulty rack also.Called Detroit axel for refund. Said have to remove (3hrs labor) and return this one and after it is checked (which will take two weeks or more) call again ask for refund..Vehicle is not usable and cant get another rack without refund.Have made many calls with no results.Please help me.

  Business Response

  Date: 02/28/2025

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. The customer has contacted our customer service team, and the refund for this order was processed on February 23rd. As an apology for the inconvenience, we would like to offer a 10% discount on your next order. Detroit Axle regards this matter as resolved.
  

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 had ordered this part on January 15th 2025, received one part of the package on January 22nd and not the other until January 23rd, I had contacted them on the 22nd and asked why I received the rear struts not the front they gave me the tracking number and said that i should get it on the 23rd which I did ,I had a certified automotive technician install them. When done i drove around the street and heard this horrible noise in the rear, he also had drove the car too and notice the sound, I was chatting with Detroit and they asked me if there was a certified technician who installed them, and kept giving me the run around, so I asked for a refund, which I had 30 days to return them which when they got it was on the 2-4th of Feb and a employer got them, when returned I sent them back in the two boxes that they sent it to me, the order was 1 of 1 however the total packages was 2 , customer service which was called twice kept giving me the run around and kept telling me that there was nothing that they can do to call *** which I did and they stated that packages was received for both of them. They had issued me a refund of $17.28 which was only the taxes that I paid on the item refund, on a suspension kit that sounded horrendous. If you can avoid this company for a suspension kit, please do!!!

  Business Response

  Date: 02/28/2025

  We appreciate the customer for highlighting this issue and apologize for any inconvenience caused. As an exception on our part, we will provide a full refund for this order. To demonstrate our goodwill, we will also include a 10% discount on your next order with us. Detroit Axle regards this matter as resolved.
  

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Beginning of January I ordered a parts kit from their website to **** all four of my brakes on my car. This included front and rear rotors, pads, and come cleaners. I triple checked on their website that fitment would be correct before ordering and according to their website everything was going to fit. Upon receiving my order, I discovered the rotors did not fit. I contacted them on their next available business day, they apologized for the website being wrong and said they would exchange them for the correct rotors at no cost. I sent back the ones I received and then they shipped out the correct ones. Well I then only received the front rotors. This was January 17th. I called again and they told me the warehouse forgot to send the rear rotors and would send them out and Id receive them in a few days. I said my car had been out of commission for a week at that point and asked for a refund of the rear rotors to then go buy some at my local auto parts store. They said they could issue me a refund of 108$ and it would take up to two business days to be reflected in my bank account. I have called 5 times since January 22nd and only three times was I able to get through to a representative who would tell me they had a computer error but it was fixed and Id see the refund within two business days. Its been three weeks since the refund was initiated and they still havent given me a refund and the last two times Ive called Im just stuck on hold. I would like to receive my refund as I never had/used rear rotors from this company.

  Business Response

  Date: 02/21/2025

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. After several attempts, the amount was successfully refunded to the customer's payment method on **********. To compensate for the inconvenience experienced during this transaction, we would like to offer the customer a 10% discount on their next order as a gesture of goodwill. Detroit Axle considers this case resolved.
  

  Customer Answer

  Date: 02/22/2025

  I accept their response. 
  I tried reaching out to cancel complaint as I was finally able to reach them and they finally issued the refund. Thank you for the follow up. 
  ******

• Initial Complaint

  Date:02/01/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  My wallet was stolen and a part was ordered when I finally call to cancel the order and get my money back they tell me they can't help and in fact are delivering the part that was ordered right to the person that ordered cause it's there address on the order and not mine

  Business Response

  Date: 02/06/2025

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. After further investigation, the order was shipped and delivered to the provided address. The name and email address associated with the order match the ones you have. Therefore, we cannot proceed with a refund unless the parts are returned to us. Detroit Axle considers this case closed.

  Customer Answer

  Date: 02/06/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  My wallet and cell phone was stolen for one I live at ************************************************************** I don't even know the address the part went to the person that stole my phone and debit card to make this transaction had my phone my email and my card.. I don't even own a card I called two days before the part was ever delivered you guys could have called and cancelled the shipping and refused to do it . Just like the first time I called you all told me you talked to me on the phone to verify the order and that never happened I want my money back for something I did not order nor receive you just gave the person that stole from me just what they wanted you should go after the part I didn't order the **** thing
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** Canta

• Initial Complaint

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 set of drive axles for my 2006 Monte ***** SS. The driver side axle came damaged. I contacted the company through email and was given a tracking number to send the axle back. I was told that my new replacement axle would be sent once I sent the tracking number, which I did. I have not heard anything back after trying to contact them by email multiple times. The employee name and email that I had been working with is ***** *********** *************************************

  Business Response

  Date: 02/06/2025

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. The customer has been in touch with our customer service team, and a replacement order was sent on 01-17-2025 to the customer's address. Delivered under ***** tracking ID ************. ********************** regards this case as resolved.
  

  Customer Answer

  Date: 02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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. The axle was sent after multiple attempts to communicate, without any replies from Detroit Axle.  I did receive the replacement axle, which looks like a cheap, used repainted axle, but want nothing else to do with Detroit Axle, so I will just satisfy the complaint to not deal with them anymore.

  Regards,

  ***** ******

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair 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.

  ordered from Detroit axle, took them longer to ship, blamed holidays. Received parts, put on customer vehicle. Customer complained about the ride of the new suspension. contacted Detroit axle who said that we were not a shop to take them to a certified technician for a report. They will not do anything for us without our shop spending money for someone else to look at ... will NEVER order from them and want to warn others that the 100 year warranty isn't worth the runaround. buy from ****** who will give your money back on defective equipment

• Initial Complaint

  Date:12/09/2024

  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.

  I purchased an axle with a 10-year warranty from Detroit Axle. When the part failed within a year, they offered a replacement, but required a $40 shipping fee for a part originally costing $90 with free shipping. This appears to be a deceptive practice; most warranties cover shipping costs. I was not informed of the shipping charge only when ordering the replacement, and not during the initial purchase, despite specifically inquiring about warranty details. After requesting to speak with a manager, I was told one would return my call, but received no response after 24 hours. Subsequent attempts to resolve the shipping fee resulted in further promises of a manager's call, yet three days later, I have not received any contact.

  Business Response

  Date: 12/26/2024

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. A supervisor has reached out to the customer, and we are sorry to inform that, according to our policy, shipping fees for warranty replacements cannot be waived. We encourage the customer to review the ********************** Warranty procedure at the following link: ************************************************************. Detroit Axle regards this case as closed.
  

  Customer Answer

  Date: 12/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  Columbus Jabbouri

• Initial Complaint

  Date:11/26/2024

  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.

  Failure to send or deliver purchased goods despite multiple contacts and inquiries made.

  Customer Answer

  Date: 11/26/2024

  Order number was *******

  Business Response

  Date: 12/10/2024

  We appreciate the customer for notifying us of this issue and apologize for any inconvenience caused. The customer has been in contact with our team, and the order has been shipped and delivered to the customer's address. Additionally, a 10% refund on the purchase has been processed. As a gesture of goodwill, we would like to offer the customer a 10% discount on their next order with us. Detroit Axle considers this case resolved.
  

• Initial Complaint

  Date:11/07/2024

  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.

  I ordered a 12pc Front Wheel Hub and Bearings Ball Joints Sway Bar Links Suspension Kit $167.43 on 10/21/2024. my order was finally shipped on the 23 which isnt what the website says it says free 2 day shipping it was delivered on 10/25/2024 . the parts were there, the mechanic that was installing the parts realized that there was a part of the front end that was not in the correct place causing it to malfunction. when we put the part in its place i no longer have the issues i was having so the parts were never needed so i called and requested a refund for the parts i was sent a label i had to print off. finally got it printed and sent on 10/31/2024. they recieved the parts sunday on 11/03/23. I called Monday to see when the actual refund would be processed i knew that an inspection needed to be done, Monday i was told it would take no more than 48 hrs to inspect it and 48 for the actual refund to be issued . the *** told me to call back tuesday so i called tuesday i was told by the first *** that it would be 5 day the second **** said she would issue the refund by 5 est. the same day yesterday i asked for a ***ager several times and was told a ***ager was emailed they would return calls after 5 est when they had time ***** promised he would refund my money today regardless if there is an inspection because they have to inspect the parts within 48 hrs and that they DO NOT HAVE A MANAGER TO SPEAK TO NO SUPERVISOR NO OWNER NO ONE ABove them. he would email or call me today well this is what I was emailed today to me Hello our dear customer Jolie ******** I'm really sorry for not refunding you immediately, the parts have not been inspected yet, once they get inspected, I'll refund you.Regards,***** Detroit Axle order(#*******).

  Business Response

  Date: 11/19/2024

  We appreciate the customer for notifying us of this matter and apologize for any inconvenience caused. The customer has contacted our team, and a refund of $147.43 has been processed to the original payment method. Detroit Axle regards this case as resolved.