ComplaintsforJegs High Performance Centers

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased item online on March 13. They instantly sent confirmation email along with a processing email. Which stated that tracking information may take 24/48 hours. That was almost four weeks ago as today is April 7. Jegs website states same day shipping. Still no tracking information so I try calling calling and calling. Let my phone sit on hold over 45 minutes every time, no answers. Even tried some different extensions thinking they may answer thinking I wanted to order something. Wrong never answered. What I would have liked is for at least someone to acknowledge if and when my product is coming or if on backorder. I will not accept delays due global pandemic because that doesn’t stop jegs from answering there phone or any type of customer service. I have purchased products from jegs many times before and never had any issues until they just sold. I will not return my business to Jegs again.

  Customer response

  04/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17002659
  
  I am rejecting this response because: 
  There is no where on any Jegs page you sent me that states it is back ordered or will ship on 4/21 . If there was I would not have complained I would have waited for the product as I am now. But with your companies service and lack of response,l didn’t know it I was getting anything. Email and online tracking show ‘in process’ and has been since March 13th. 
  

  Please screen print of what is displayed to consumer. System should reflect accurate status and / or customer service should be available to answer questions.  I was unable to get an answer online or via phone.  
  
  Screen print does not say backordered.
  
  Regards,
  
  ****** ***

  Business response

  04/12/2022

  Hello, the verbiage on the site does not say "ships today" it says "Estimated to ship direct from manufacturer on 04/25/22, pending manufacturer availability." this indicates its on backorder and the date provided is an estimate would be accurate pending vendor availability. We are working with K&N to get all of our open orders shipped as quickly as possible. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, on 8 February 20222 i requested a refund on an item that I initially purchased in December of 2021. The item was first sent to ship from manufacturer on 4FEB22, however it then got pushed back to 5Apr22. I then requested a refund on the 8th of February and as of today Jegs has no update on my refund of $2,086.02. The last update i received was today and the answer i received from representative was "We are in contact with Borla. Their phone number is 805-986-8600. You will need to give them your PO # 475382. I have just emailed them and will call them tomorrow if I do not receive a response. I will email you. I was initally told that it can take up to 5 business days, however its been pass 5 business days 8FEB22-22FEB22. I need help receiving my refund ASAP!!!!!

  Business response

  02/23/2022

  Hello, 

  I sincerely apologize for the issues you have had. I do see we have requested this to be canceled multiple times with Borla with no response from their team. I have issued you a refund effective today. We will continue to work with Borla to have them cancel your order. 

  Thank you

  JEGS Customer Care

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thank you first off,my complaint isnt about anything except a company not taking care of his customers. I bought a high performance transmission from jegs 4l60e. I paid 1800 for removal and replacement of the transmission. It went smoothly, and was extremely happy that lasted 10 days. Then the casing around the servo snapped. I researched the problem and found that the builder didnt install the the snap ring around the servo right. Now i understand the warranty only covers the part and not labor. Now this would of been fine if the part would of been available now. But no they told me march 1st now this was december the end of it. Now it would seem they would offer something to compemsate my expenses but they said no. Not there problem, well i understand there warranty with a company that large it would seem they would have a tranny right away. And why give a warranty on parts that u domt have a replacement part to cover it. This has cost me thousands and they just dont care.

  Business response

  02/25/2022

  Hello, 

  Thank you for reaching out to us. I have read your complaint and understand your frustration. I do see you have spoke with a supervisor and they have issued you a gift card. The warranty for the transmission does cover getting it back and replacing it with another unit. Any labor charges are not able to be covered under warranty, I apologize. I have sent your complaint to our 555 team for them to review in full. 

  Again, I sincerely apologize for the issues you have had. 

  Thank you,

  JEGS Customer Care

  Customer response

  02/25/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16789436
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *****

  The problem is transmission took 2 months to get thats not in the warranty also when I asked for refund they said only store credit that's not on warranty either

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an engine from Jegs in November 2021. I spoke to a sales representative who informed me that it would arrive in February 2022, or possibly earlier. I didn’t receive any status updates between November and February. I called Jegs the 2nd week in February, and the representative said that they would have to get back to me. A few days later, I received an email that said it was on back order with no ETA. They should have told me this originally so that I wouldn’t have wasted my time and money on an engine that may or may mot ever show up. They offered a refund, but I don’t want a refund. I want the motor that I paid for 4 months ago.

  Business response

  02/25/2022

  Hello, 

  Thank you for providing your order number. I sincerely apologize for the delays. I have looked into your order and searched for an alternate part or something we would be able to ship sooner than what you have on order and I was not able to come up with anything. ATK is working as hard as they are able to get engines built and shipped to fill their open orders. They are experiencing a global supply chain issues due to the ongoing COVID-19 pandemic and are unable to procure vital parts to complete most of their engine builds at this time. 

  I can assure you they are building engines as they are getting the parts in stock and shipping them in the order they are received. 

  Again, I sincerely apologize for the delays you have experienced. 

  JEGS Customer Care.

  Customer response

  02/25/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16783226
  
  I am rejecting this response because: 
  This is one of the most common motors in America.  If ATK can’t follow through, then please find a reliable vendor that can.  Additionally , I should have been notified months ago that there was a problem. , but your company failed to do so.  Therefore, I think you should reimburse me at my credit card rate of 18% for the time that it takes from the estimated delivery date to the actual delivery date.
  Regards,
  
  **** *********

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Torque Converter from Jegs and when the mechanic installed it the metal on Torque converter chipped and went into my motor due to poor quality. This job cost me a lot more money to fix and Jegs states they are not responsible when it was their part that damaged my vehicle more.

  Business response

  01/30/2022

  Hello, 

   

  Thank you for reaching out to us. I apologize you had issues with the unit you had. Unfortunately, the issues you have described to us are errors during the installation process and would not the responsibility of JEGS. I do see we received the converter back to our facility from the call tag we sent you and have issued you a refund in full. 

   

  Thank you,

  JEGS Customer Care

  Customer response

  01/31/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: Unfortunately I have to reject this. If the installation was not done properly then all the gears would of been damaged as well but they weren't. I had to purchase another converter from somewhere else and the same mechanic installed it and had no issues.
  
  Regards,
  
  ***** ******

  Business response

  01/31/2022

  Hello, 
  
  We have issued a refund for the defective parts and are not able to provide a warranty claim. The defect observed was from an installation error. The customer or shop would be liable. JEGS made a good faith effort when we allowed the converter to come back for a refund instead of refusing the return due to customer initiated damages. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On the 22 Dec 2021, I placed an order *** ** ******* *** ** ****** ** *** ** **** ****** ******** * ***** ******************. The order was placed via phone with email confirmations for shipping. We also verified that the core charge ($360) would be refunded once my original engine was sent to them, taking about 2 weeks. The shipping confirmation I received provided a ***** tracking number that was invalid. Several days later, my mother and I contacted the mechanic (******** **** * ******* *** *** ***** ****** **** *** ************ ** *****) to check on the car, and he said they had already received the engine, despite my having no clue where it was. When we asked the mechanic about returning the core, he said that we would need to call JEGS to have it picked up. On 24 Jan 2022, we called JEGS to arrange to have the core picked up. We spoke to ****, who stated we had to call another number ************** *** **** to arrange for shipping and that it would take about 2 weeks to process the refund. We asked if there was anything we needed, other than the PO number, to request the core be picked up? She stated that the PO should suffice. We then called ATK and spoke to a rude man who basically said that we needed to fill out an online form and enter information such as the engine's serial number in order to request the pick-up (he was not clear as to which engine). Furthermore, it would take 3-4 weeks to process the core return / refund. This is not what we were told by JEGS when we purchased the engine, nor when we spoke to **** about processing the return. As it stands, I don't know how to process the return or how long it will take. When I ordered the engine, JEGS said I would call them and they would pick up the core - simple as that! Why are we calling ATK and not JEGS to have this completed? What information does ATK need to pick up the engine? Which serial number is needed: my engine, or the one I purchased from JEGS? Why so much hassle over $360?

  Business response

  01/25/2022

  Hello, 

  Thank you for reaching out.  I sincerely apologize about the issues you have had with the core return process at ATK. They do need to be contacted to pick up the core as they are the ones that process it. I have included our help center link to the core return process so you are aware of the entire process and how its handled. 

  The serial number ATK is requesting is from the new engine you recieved, it should be on the engine as well as in the paperwork you received with the engine. 

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

  Please do not hesitate to reach out to us if you need help getting the core picked up from the shop or have more question, 

  Thank you,

   

  JEGS High Performance

  Customer response

  01/28/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because: 
  
  On the 27th of January, after reading JEGS' response, I texted the shop owner to ask about the engine's serial number. On the 28th of January, he responded with several numbers, including a picture of part of the engine with ********* engraved on it.

  Later that day, I read through the link that was provided in JEGS' response and followed the link on the page to the request form for ATK. I noticed that the line for the serial number had a digit cut-off of seven, so I concluded that the number in the photograph was probably the serial number. As I was filling out the form, I texted the shop owner again to double-check that he had indeed received the pack of paper that JEGS' website said would have the shipping label. A little while later, I submitted the request form. Following that, however, the shop owner responded to my previous texts, stating that he had not received any packet of paper. All of this is shown in the attached screenshots.

  I followed JEGS' advice and put forth good faith effort to have the request submitted. However, shipping was supposed to be paid for by the company and the label was supposed to have come in a packet of paper that was evidently never sent. As it is, I have already submitted a request for the core to be picked up, but the shop owner does not have a label to put on the container when ATK arrives to pick it up. What do I do now?

  Sincerely,
  
  **** ******

  Business response

  01/31/2022

  Hello, 

   

  I apologize you are still having issues. We are not able to take back core returns. They MUST go to ATK. You can call ATK at the following number to get assistance from the supplier. If you have questions or concerns, please contact ATK Customer Service at ************** *******  ***** **** **** ******** ****

• Initial Complaint

  01/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 1/9/2022 for some parts. At that time, the parts were estimated to ship on 1/19. I took my pickup apart the week of 1/19 in preparation for these parts to arrive. I received an email on 1/20 stating that the parts were backordered and have a new shipment estimation date of 3/08 - meanwhile, my pickup is completely taken apart and out of service and their customer support did not care one bit when I mentioned this and ultimately said (in nicer words) 'sucks to be you' without offering any kind of resolution. Meanwhile, their website is still promoting false advertising by stating these parts are available to ship out within the next few business days. **********************************************************************************************************************************

  Business response

  01/21/2022

  Hello, 

  Thank you for reaching out to us. I sincerely apologize for the delays, we do have these parts on order and ARP is struggling with global supply chain issues which are impacting their production facility and shipping times. The dates we are providing are the dates ARP is providing us directly. 
  
  Since this is a backorder, we have not charged your method of payment and will not charge you until they arrive to us and we ship them. If you do find them somewhere else sooner, you can let us know and we can cancel the order. 

  Again, I sincerely apologize for any inconvenience this has caused and hope we are able to get these parts to you soon so you are able to complete your project. I have added overnight shipping to your order at no cost to ensure they make it to you as quickly as possible. 

  Thank you,

  JEGS High Performance. 

  Customer response

  01/21/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because:
  At time of writing, Jegs' website currently shows other available options as available to ship significantly before the estimated backorder date. My pickup is out of service based on Jegs' original (missed) shipment date, so I need it back up and running ASAP.
  
  I ordered 1x 16 pack.
  
  Since I only have one exhaust manifold off right now; I would happily settle for:
  1x 8 pack
  (or)
  2x 4 pack
  
  ...to get my pickup up and running again while the remainder of the 16 studs come in at a later date. The website shows both the 4 pack and 8 pack are available to ship on 02/01/22, so I'm sure that will be no problem!
  
  ******** **** ********

  Business response

  01/25/2022

  Hello, we have contacted the manufacturer and they do not have any of this part number available. We are in the process of updating the ETAs across all quantities of this particular SKU. I sincerely apologize for the confusion. 

• Initial Complaint

  01/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered products from JEGS who shipped them and *** ** claims they were delivered. I did not receive a package but got delivery confirmation. I immediately contacted JEGS directly to explain that I did not receive the delivery. They did a tracer and told me that it shows delivered on their end and if I needed an investigation, I would need to contact *** ** directly. I did this and *** ** declined my claim because I am not the merchant. I then asked JEGS to release the authorization to me so I can re-file the claim with *** ** which they have refused to do and not only am I out $400+ dollars but I don't have the products and do not have the funds to re-order. I no longer wish to do business with JEGS, their complaints speak for themselves. I am asking for assistance is getting my full refund as I am also wasting time going back and forth with both JEGS and *** ** when this is clearly on the JEGS side. Additionally, I've had representatives from JEGS hang up on me as I was trying to do a three way call with them and *** **. I've estimated wasting over 4 hours of my time trying to get a resolution to this issue and have exhausted any other means than to file an official complaint against this company. Attached is proof of my claim that I tried to file with *** ** and their denial. If there is any further documentation needed, please let me know and I will happily provide.

  Business response

  01/10/2022

  Hello, 
  
  Thank you for reaching out to us. We have completed an investigation with ***** and they have concluded the package was delivered correctly. Due to the history at this address with lost packages we are no longer able to ship here. I would notify the police of your stolen package and proceed to file a claim with your home owners or renters insurance company to re-coup the losses from the stolen package. JEGS would only be responsible if the package was mis-delivered or lost. 

  Thank you,

   

  JEGS High Performance 

  Customer response

  01/11/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: This is exactly the response JEGS has already given to me and it is unacceptable.  I've asked for them to release the authorization of the shipment to me so I can handle this directly with *** ** OR they should give my money back as I do not have the product.  I've come here to ask for help from the BBB because I'm not the only one JEGS has given issues to.  I did not receive the product, I should either be given the tools to complete this directly with *** ** or JEGS should handle and give me a full refund.  I do not have home owners or rental insurance to push this off to, especially when I did business directly with JEGS therefore they should be resolving this for me.  I gave them everything they asked for from me however I'm the one out the product and money.  I am requesting the BBB to hold JEGS responsible for products they did not provide AND money they are holding of mine.  I am insulted by the fact that JEGS is trying to hold me responsible for others actions.  Delivery to incorrect addresses and continually "porch pirates" is all over and they should be held accountable for the product/package until it is in my hands.  
  
  ******** ********* ********

  Business response

  01/13/2022

  Hello, 

  Thank you for your response. We are unfortunately not able to change our decision. The package was delivered to the correct address and verified to be the correct address via a FedEx investigation. We are not able to provide a written release of liability for something shipped out our account. This package was delivered successfully by fedex to your address - JEGS responsibility ends at the successful delivery. We are not responsible for the actions of others after the package has been delivered, it would be the customers responsibility to either be present for the delivery or have the package delivered to a known safe location if this has happened previously. 

  To ensure this will not happen again, we did mark the address on this order as no longer deliverable. We will not ship any more orders to this address. 

  Thank you,

  JEGS Customer Care

  Business response

  01/14/2022

  Hello,

  The only communication we have from ***** confirming delivery is attached in a screenshot below. Delivery was confirmed by ***** drivers GPS. This customer has a history of non-receipt claims (his previous 3 orders) to this address and JEGS will not be issuing a refund or working with this customer moving forward. 
  

  Thank you,

  JEGS Customer Care

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/23/2021 brought a set (2) of ****** **** *** ********* on my ****** **** was told they were on back order several times then was told they were shipped in march but i did not receive them then was told due to covid they were not making them due to shut downs and was given three more delivery dates i asked for a refund they will not give me my money back now they are saying they were shipper in March but the place was on shut down in march

  Business response

  01/07/2022

  Hello,

   

  I sincerely apologize for the long delays. I have reached out to ****** and they are very sorry this has not been manufactuered or shipped at this time. These wheels are currently in production but they are not able to provide an ETA on when they will be available to ship. I have requested this order canceled as you have requested and we will work to issue you a refund  to your ****** **** used on the order as soon as possible. 

   

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

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the fuel pump from jegs.com on the web page it states that you get to fuel pump filters mounting bracket and a couple other items as well when I received the item I did not open it until I started to build my motor and when I opened it I noticed I did not receive all the items stated on the web page that I should have received I called them up and they said no you don't get all that stuff it is not explaining this item but a different item that it was part of a kit and I said no your overview section explains what you're buying on this page for this price it doesn't talk about any other items on any other listing on their whole website I checked numerous kinds of items and numerous other kit there's nothing like the guy said there was supposed to be they're refusing to give me what I paid for they already acknowledged that it was a problem and they need to get it fixed it's like okay well that's your problem not mine I pay for these items I should receive these items and they said oh you can send it back and we'll bill you for the larger kit and I said no your listing on your page says I get this stuff I want what I paid for please help me get this taken care of they have insulted me on the phone calling me a liar they have been absurdly rude to me and I've spent a lot of money with this company I don't understand why they're being so rude to me there was one guy that I got on the phone cuz I called numerous times and he was about to send everything to me but then he looked in the computer I said to call the supervisor and the supervisor refusing to give me these items and yet again I'll just tell you they've marked in their files it is a problem they need to fix on their website and yet they're not giving me what I paid for this is ridiculous please help me out with this please I attached screenshots of their web page listing and of my bill showing that I did pay for these items originally please help me

  Business response

  12/14/2021

  Hello, 

  Thank you for reaching out to us about the issue that you've had. I have looked into this and you did receive what you paid for. It is clearly outlined in the product bullets next to the part number and image and in the Details tab of JEGS.com that this is just a replacement pump for the kit you were trying to purchase. https://fitechefi.com/product/255lph-in-line-fuel-pump/ is a link to the FiTech website showing you did receive what you ordered and nothing additional was supposed to come with the part number you ordered. 
  
  
  We are happy to get this pump back, as long as its still in a new/unused condition and exchange it for the 50001 kit you intended to order. The overview tab on JEGS.com is intended to be an overview of the entire line of parts you are viewing, which was the Fuel Delivery Kit. The part you purchased was just the replacement pump from this kit. The details tab on JEGS.com does state that the part you ordered is a replacement pump only for the 50001 kit. 

  Please let us know if you would like to proceed with the exchange. 

  Thank you,

  
  JEGS Customer Care

*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. ↩