ComplaintsforSummit Racing Equipment

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reward points dissappearing, one of my friends bought a lot of parts from summit and had several thousand reward points ,he checked them later and they were gone,when he ask about it they told him that they thought it bwas a gift back to the store employee,they were reinstated and I was told to watch out for this,Well I got minev reduced in december so wonder if I need to go to the store in ***** to get this figured out? One of my other friends that used to work there said that stealing customers reward point is a big problem at that store,my points are not very much 750 or so but now they are 3 or 4 hundred? I shop there alot and was just wondering if this is standard procedure or you care about this .thx

  

  Business response

  01/19/2024

  We have been in contact with the consumer and gone over the information he had questions about. The information below is also conspicuously stated on our website and on printed flyers in our retail locations. The points are not being stolen they convert to what we refer as Summit bucks. In addition, most of the consumers recent purchases have been in our outlet center and since those items are already heavily discounted, they do not earn additional speed points.
  
  
  What are Speed Points?
  Overview of Our Speed Points Program
  You collect Speed Points every time you make a product purchase in one of our Retail Stores.
  When you accumulate 500 Speed Points, you are rewarded with 15 Summit Bucksto spend!
  1 dollar = 1 speed point
  500 Speed Points = 15 Summit Bucks
  How do I check my balance?
  You can get your current Speed Point balance by looking on your most recent retail invoice or you can Contact Us.
  Notes
  Speed Points reset to zero after you earn your Summit Bucks reward.
  Speed Points are not awarded for the purchase of gift cards.
  Speed Points are not awarded for the purchase of Scratch and Dent or ****************** merchandise.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order ******* on 01/06/24. When I noticed it had not shipped I called the order was being held for verification. I called did my verification and requested a signed upon delivery. A week later when it had not arrived I called to check status. I was told it was delivered. I explained I was not home on the day they claimed it was delivered nor did I sign for it. A supervisor agreed to pull the signature and send me a copy she called the following day and said she would email it to me but she thought it looked kinda funny. I have yet to get a copy. UPS says it was driver signed and left at the address

  

  Business response

  01/19/2024

  This was a first time order. The sold to and ship to information was different addresses. The customer requested a signature for delivery. We complied with the request. The package was being shipped to an apartment. Tracking information shows the package was delivered and signed for. Delivery confirmation is attached. This information was provided via email to both the email address that was provided to us for the order as well as the email address that was provided via this complaint. 

  We once again reached out to the customer and have reached an amicable resolution. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to purchase from this company. After declines because the companies program was not working an somehow was changing my expiration date an after two days of talking to the bank an talking to the company. The company figured out what happened on there end. After it going through the company wanted us to verify that it was really me an asked me to send my Credit card front an back with my driver license front and back over my email. Yeah right not happening. What company in there right mind ask you to do that!!! If anyone uses this company and this happens "DO NOT allow this"!I even called my bank an asked the fraud department what they think and he told me NO that is not okay!! DONT DO IT!

  

  Business response

  01/11/2024

  We have been in contact with the customer and the person who filed the actual claim and provided a detailed account of what transpired and the reasons for the actions that were taken. We have been able to reach an amicable resolution and look forward to serving them again. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased four steel rims for our 2012 Honda CR-V a year ago under a two year warranty. After several trips to a tire repair shop, it was discovered that one rime had a hole/crack and leaked air. The Summit customer support requested ********** back and they would send us a shipping label to cut the shipping cost. They never sent a label. after sending several emails about the label, they switched me to another customer support person who wanted photos. I sent photos and never received any follow up by them. I made one final correspondence for a reply and have not heard anything back. At this point I want a full refund for the rims plus the cost of shipping their rims back.

  

  Business response

  12/11/2023

  We have reached out to the customer and have reached an amicable resolution. 

  Customer response

  12/12/2023

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a carburetor gasket on 11/18/23. Email said be delivered 11/22. Then got an email said would be 11/25. Next day 11/19 I place another order for throttle brackets Said would be delivered 11/25. They were. Still no sign of gasket, made 2 attempts to contact customer service. Still no word, or product. I am out money. I hope it was worth it to lose a customer over a $40 gasket. Seems today company's don't care, just about the money, and the bbb couldn't care less. Will never hear from either the bbb or summit. Beware people, they want your money, and want to do absolutely nothing in return

  

  Business response

  11/28/2023

  The package was delivered yesterday at 4:27pm via ****. 

   

  Tracking Number:
  **********************
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered in or at the mailbox at 4:27 pm on November 27, 2023 in ***** ****** ** *****.
  
  Get More Out of **** Tracking:
  **** Tracking Plus®
  Delivered
  Delivered, In/At Mailbox
  ***** ****** ** ***** 
  November 27, 2023, 4:27 pm
  See All Tracking History
  What Do **** Tracking Statuses Mean?

  Customer response

  12/01/2023

   I am rejecting this response because:
  
  Still, customer service did not respond at all. Got an email package was delivered 3 days late, was home all day and still no package. Gave up on summit and the bbb, so I am out the money for my order.  The same day I received an email package was delivered,  ordered dame product from ******,  and was at the door the next morning. Seems summit sent it by way of the post office, which explains why my order never arrived. I will never buy anything from summit again!!!! Their customer service is the worst I ever experienced!!!

  

  Business response

  12/08/2023

  As seen below, our service representatives did answer Mr. *****. The package was shipped via USPS and was delivered the same day he filed a complaint regarding the transit time. The Thanksgiving holiday also fell within the timerame.  The consumer did not pay for any type of expedited shipping.  

  The package was not late and our representatives did answer him. 

   

  From: SRE Prod Email <************************>;
  Received: Fri Dec 01 2023 19:17:44 GMT-0500 (Eastern Standard Time)
  To: ***** **** <*********************>;
  Subject: ***-******-****  Usps sucks ***********
  
  Hi *****, 
  
  
  This order was place for ground shipping. Ground shipping out of Texas is 2-3 business days. The order shipped out on the 21st, and delivered on the 27th. This is within the given time frame. The package was not late. I can help you with a return if you would no longer want the parts. 
  
  
  Thank you, 
  
  
  *****
  Customer Service 
  SummitRacing.com

  Customer response

  12/12/2023

  Regardless what summit says, the day the part supposedly was delivered is when I responded to the bbb message. As I stated in that message, I got an email that the part was delivered.  But as I also stated, I received nothing! Post office may have delivered,  but not to my address.  I don't know who is in charge of this? I got an email yesterday from the bbb that this matter was closed. I considered that the day I initially filed a complaint. Yet I had to order same part elsewhere,  and I am still out $40 plus s&h. Now summit will argue, and the bbb will do nothing, so lesson learned. The bbb is useless and I will never do business with summit ever again. I want the bbb and summit to never contact me ever again. That is worth the $40.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered parts I needed tuesday night and paid for delivery for thursday. the parts showed delivered but not to my address. they reissued he order but two hours later went back in and cancelled it and told me to wait 30 days for a resolution or I can reorder and repay.

  

  Business response

  11/21/2023

  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our company’s mission.
  
  According to our records an order for ******* ********** was placed via our website on Tuesday 11/14/23 at 7:32pm EST which was an hour and a half past the cut off time for Next Day Air shipments. The credit card that was used on the order initially declined. You contacted us and we re-ran a new credit card slip which was then authorized and accepted.
  
  Since the order missed the shipping cut off time for NDA service on 11/14/23, it was shipped out the next day on 11/15/23. We have included a screenshot of the Fed Ex tracking including the picture the driver took of the delivery with the apartment number in it. The package was delivered on 11/16/23 which would be NDA for a shipment sent on the 15th.  You contacted us and claimed non-receipt. This was a first time order with Next Day air shipping added to it.
  
  As conspicuously stated in our terms of use: XIV. Online Purchases and Other Terms and Conditions
  A. Risk of loss - You acknowledge and agree theat all purchases and products from Autosales Incorporated are made pursuant to a shipment contract. This means that the risk of loss and title for such items and products passes to you upon delivery to the carrier by Autosales Incorporated of such items and products.
  
  We were filing a claim on your behalf with Fed Ex for an investigation. (Case Number : ***********) You were in contact via chat with us where you were stating you were going to file a BBB complaint and a dispute with your credit card company based off the wrong address. We contacted the apartment complex where the package was being sent to and they confirmed, the 5 is for the building number and the *** is the individual apartment. When we provided you with this information, you immediately left the conversation.
  
  If the claim is approved via Fed Ex, they will alert us of the matter and we will proceed accordingly and provide a full refund. As previously mentioned, we have included the Fed Ex tracking information which includes the delivery photograph as well as a screen shot of the last chat conversation. Should an attempt be made at a credit card dispute over the matter, they will also be provided with the same information. 

  Customer response

  11/21/2023

   I am rejecting this response because: Since I placed the order on Tuesday the order was supposed to be delivered on Thursday at which time when I got home there was no package. I contacted fedex and was shown a picture of a door that is not mine. There is 10 buildings with a unit number ***. My building being ****. I let fedex know that it wasn't my house and opened a claim. I contacted Summit racing at which time I was told a new order would be sent out and was given order number 5433872. When I tracked the order shortly after it showed cancelled. At which time I chatted again and was told a case would be open with fedex. On Saturday 11/18 I receive a text from fedex in regards to my claim to reach out to the shipper for a refund. At which time I chatted yet again with Summit and was told a refund was submitted as you see in the screenshot of the chat with the representative. So the following day I still haven't received no refund or the email I was told I would receive. To be told that was yet another lie and to wait on the claim. WHICH FEXEX TOLD ME TO REACH OUT TO THE SHIPPER. THIS IS TOO MANY LIES AND BACK AND FORTH AT THIS POINT. I BELIEVE THIS PLACE IS A SCAM AS EVERYTHING ANYONE SAYS IS ALWAYS A LIE. I NEEDED THESE PARTS TO TAKE MY CAR TO A CAR SHOW FOR THE WEEKEND IN FLORIDA "THE CLASSICS" AT WHICH I COULDN'T TAKE IT BECAUSE THE DASH ISN'T WORK.
  
  
  

  Customer response

  11/21/2023

  My door has a door mat that is a christmas package. The door in the picture isn't my door. Also I just called my landlord and asked what was communicated and they said they did state there is a **** but there is also a 1********************************************. All will have a door that shows ***. But this picture isn't building 5 apartment ***. Also after I stated I was making the complaint I left the conversation .

  

  Business response

  11/27/2023

  As previously mentioned, a claim has been filed on your behalf with Fed Ex for an investigation. (Case Number : ***********) 

  If the claim is approved via Fed Ex, they will alert us of the matter, and we will proceed accordingly and provide a full refund. As previously mentioned, we have included the Fed Ex tracking information which includes the delivery photograph as well as a screen shot of the last chat conversation. Should an attempt be made at a credit card dispute over the matter, they will also be provided with the same information. The carrier has to be involved via a driver follow up and an investigation on their part prior to any reimbursements. 

  Customer response

  11/29/2023

   I am rejecting this response because: The claim has been completed by fedex, I was told today from summit that the case has been resolved from fedex but now summit has a refund policy. It is always a issue. 
  **** ******* (OSV) <****.*******.*************>
  
  
  Wed, 29 Nov 2023 11:15:32 AM -*********
  
  
  To
  "******* **********"<**********************>
  Tags
  
  Security
  TLSLearn more
  
  
  
  
  
  Hello *******, 
  
  
  
  
  Yes, claim has been resolved. 
  
  
  
  
  Best regards,
  
  
  **** *******
  FEDEX CARGO CLAIMS
  
  
  From: ******* ********** <**********************>
  Sent: Wednesday, November 29, 2023 3:02 AM
  To: **** ******* (OSV) <****.*******.*************>
  Subject: [EXTERNAL] Re: Case tracking ************
  
  Caution! This email originated outside of FedEx. Please do not open attachments or click links from an unknown or suspicious origin.
  
  Was you able to get this issue resolved for my case.
  
  
  
  
  ---- On Mon, 27 Nov 2023 15:32:02 -0500 **** ******* (OSV) <****.*******.*************> wrote ---
  
  
  
  Hi *******
  
  
  
  
  
  Per our conversation, please forward to me the picture so I can attach it to the claim
  
  
  
  
  
  
  
  Kind regards,
  
  
  
  **** *******
  
  FEDEX CARGO CLAIMS
  
  

  

  Business response

  12/04/2023

  We spoke with the consumer on Friday December 1st.  Fed Ex paid the claim and an electronic refund has been processed for the order. Refunds can take 3-5 business days to post. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Checked your website and you advertise you will match any advertised price. I call and asked a sales representative to honor that guarantee with the exact same product from jegs.com and he refused saying jegs.com isn't aloud to sell it that cheap even after he found it advertised on the jegs website

  

  Business response

  11/09/2023

  The beat-a-price in question was regarding crated motors that one of our competitors had advertised incorrectly on their website. Once the item was actually added to their cart, it displayed the correct price. The consumer is only showing part of the actual pricing in question. 

  These engines are price updated in the cart and match or are more than our prices.  

  As conspicuously stated on our website: 

  Will you match competitor's prices?
  
  
  
  Our Beat-a-Price Guarantee
  You'll get more than a price match. We'll BEAT any domestic competitor's advertised price on an identical product!
  To take advantage of our Beat-a-Price Guarantee, please Contact Us
  Notes
  Proof of the advertised price is required.
  Advertised price includes all shipping, handling, or any other "to-the-door" costs.
  Restrictions
  This policy DOES NOT apply to:
  Typographical errors.
  Products in an online auction.
  Closeouts.
  Damaged or "Open Box" items.
  Discontinued, clearance, or liquidation items.
  Refurbished or used products from a second-hand seller.
  Wholesale, membership, or club pricing.
  Fraudulent websites.
  A competitor's price that results from a price match.
  We reserve the right to refuse to Beat-a-Price for any reason.

  We have included actual screen shots for reference. 

  It is quite obvious it was a typographical error on their part, the customer is well aware that they would not be selling $10,000 and $20,000 motors for $650 or $1,149 or he would have purchased them directly from them. 

   

   

   

  Customer response

  11/10/2023

  I have added a screenshot of my order be because the businesses reply was one I put the item in my cart the price was corrected... wrong

  Customer response

  11/10/2023

   I am rejecting this response because: I have provided a screen shot of my order thru jegs to as proof that the price didn't change after it to the cart.
  
  
  

  

  Business response

  11/15/2023

  None of the images show the part in the actual Jeg's cart. We provided the screenshots of what you actually see when added at that time. Also, if you go on to their website currently, they have corrected their pricing errors. In addition, simple phone call to the Jeg's company can confirm this was an error on their part. 

  As previously stated on the last response, if this was the actual price and they were honoring it, the consumer would have bought it directly from them at that time. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spoke to a Summit racing sales person in March of 2023. I ordered parts that were on backorder, but i was not to be charged until they shipped. Without my consent they charged me over $900 and never sent anything. I never even recieved an invoice OR receipt. Nothing has been recieved as of this date and I never agreed to this payment. I didnt even know they charged my credit card. So I have been paying 29% interest on that money the entire time. Order number *******

  

  Business response

  10/30/2023

  ****************:
  
  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our companys mission.
  
  Our records indicate that on 4/4/23 you placed an order with one of our representatives for several brake components. The order was placed via the phone; the recorded conversation reveals that our representative did inform you the products were on back order and would ultimately be shipping directly from the manufacturer and that the order would need to be prepaid. At the end of the conversation, our representative informed you the transaction did approve.
  
  In addition to this information, we sent you an order confirmation via email with the part details and the transaction details.(Please see attached)
  
  We apologize for any confusion, one of the items did ship on 10/24/23 from the manufacturer to your address. The other items have been cancelled and refunded to you as you requested. If you wish to return the brake pads that you received new and unused, we would be glad to refund those as well.
  
  Thank you for your business, we sincerely appreciate it and look forward to serving you again. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/28/23, a fraudulent charge of a little more than $1500 was placed on my credit card by Summit Racing. When I called 10/3/23 for info about this fraudulent order, I was told that the financial information used to place the order was insufficient, that the company had reached out to the orderer for details and not received any, but that my card was still charged for the order. When I asked the customer service representative about the details of the order in order to file a police report, she was unwilling to provide the address that the order was being shipped to, which is a prerequisite to filing a police report. She stated that the amount I was defrauded was insufficient for the police to take any action, and that, as a mail order company, credit card fraud is part and parcel of doing business for Summit.

  

  Business response

  10/10/2023

  Dear ****************:
  
  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our companys mission.
  
  On 9/28/23 an order was placed with our company using a credit card that was linked to you. Our company contacted you directly to confirm that you placed the order. Summit Racing Equipment has a fraud department set up to protect the public, our beloved customers as well as our business. In this case, the process worked exactly as it should. You confirmed you did not place the order, the transaction was cancelled, the items never shipped and you were refunded in full.
  
  You asked our representative for further details and she explained that once you filed a police report, we would provide them with the information we were provided with. From a legal perspective, we cannot provide further information without a police report. As you had mentioned, you wanted to conduct your own investigation and take matters into your own hands. You indicated that you had zero faith/trust in your local ****************** While we are very sorry to hear that, it is necessary to have that report filed in order to provide them with the additional information.
  
  We take pride in the fact that we as a company have established a department that looks out for the best interest for all involved.
  
  Per previously communicated to you via phone and by email;We have provided you with the proper concat information, order number and the dollar value. Once you have filed the police report, you may feel free to share the information we provided to you and we will put together the additional information that can be released to them.
  
  We apologize for any inconvenience this may have caused. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a box of Kings engine bearings after speaking with a lady named ***, an employee of King's. In the e-catalog, it listed bearing com***ibility with the diesel version of my vehicle but not the gas. I had to order a new crankshaft for my car due to a spun bearing so I know that the diesel and gas version have the same size crank specs. How it's fueled doesn't change that. King's recommended I purchase the bearings from Summit Racing. When I received the bearings on September 13th. The box was labeled 2.7L Land Rover and the bearings were noticeably oversized without having to open the packaging. I laid one of my bearings from the car to be repaired over the packaging (clear plastic) to confirm what was already obvious. I first contacted King's through emaiI letting them know that their bearings do not fit either version of this car providing them with the specs given to me by my machinist then immediately after, requested a return receiving the label in email on September 14th. I was unable to return the item until the 21st and it went out the same day evidenced by the drop off slip. Email stated I had until the 28th to make this return. When tracking the package # ******************, a banner about a delay came up. The tracking number they sent was to my house again and not to Texas. A reprint ****************** was done going to Texas. The package was set to be in Texas by October 2nd then updated to the 3rd. Somehow when checking the status on September 29th, new tracking number appears redirecting the package back to my address #******************. At this point I believe that there is an attempt to delay past the return window. This one item has had maybe 4 tracking #'s in 3 weeks. Even though there was a en route UPS destination correction with tracking # ending in ****, there have been two shipping delays. I believe Summit is submitting incorrect information for this return.

  

  Business response

  10/05/2023

  The customer’s bearings were returned to us on Friday 9/29/23, the return was processed, and his refund went out on Monday 10/2/23. The customer was provided with all the details. He has been refunded in full. 

*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. ↩