ComplaintsforSummit Racing Equipment

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought parts with a employee gift card and personal debit card split into 2 payments. Needed a refund told them that I have no ties to former company and I needed my money refunded to my personal checking account. They advised they would. Was lied too. They refunded it to an account I no longer have access too. I worked hard for this money and they did not care about issue a check or refunding my personal debit card. I still haven't received a refund. They stole my money and gave it someone else. Please BBB help me resolve this issue.

  

  Business response

  09/29/2023

  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.
  
  As conspicuously stated on our help center of our website,refunds are dispersed to the original method of payment. While requests are sometimes considered, new rules call for a refund authorization from credit card companies just like a charge for a product does. Below is our statement concerning and detailing refunds. The transaction in question took place on 1/14/23.
  
  How will I get my refund?
  
  Refund Payment Methods
  Most refunds will be issued back to the original payment method. However, some refunds will be paid by check. It depends on how you paid for your order and how long it has been.
  Refunds will be issued based on the following guidelines:
  Original Payment Method Refund Method
  Back to your account Refund check mailed to you
  Credit or Debit Card Less than 12 months since original purchase 12 months or more since original purchase
  PayPal 179 days or less since original purchase 180 days or more since original purchase
  
  Notes
  If required, Return Shipping Costs and Restocking Fees may be deducted from the amount of your refund.
  We DO NOT issue refunds by wire transfer.
  If you are due a refund, we will contact you to coordinate an alternative method.
  In accordance with state and local laws, sales tax charged on core value may be non-refundable.
  
  
  
  Summit was not withholding any funds; they were refunded back to the original method of payment. It is extremely difficult to reverse a refund, in this case we were able to do so, and the refund has now been processed to the other card you requested. Please understand this was a one-time exception and moving forward, all refunds will be processed in accordance with the above stated guidelines.
  
  We apologize for any inconvenience; we look forward to serving you again!
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sure wish I could leave 0 stars. Total lack of customer service, rude and unwilling to resolve an issue that was created by their own website. I ordered a tool off of the website, 3 days later I get a phone call from their "customer service" center. They called to inform me that the tool I ordered was valued at twice the price and that I'd need to cover the difference before they sent it out. They were willing to comp me $20. They were quite literally not even willing to meet me half way to resolve THEIR mistake. She quickly pointed out that I have made mistakes as well, and I should understand that. Well at my shop, if we tell the customer that the price is $150, we don't come back later and tell them it's now $300 because we made a mistake. We eat the cost and use it as a learning experience. She then asked me how I would like Summit to resolve the issue. I told her that I'd like the tool I ordered at the price the website listed it for. Summit's "customer service" representative then made me feel as though I was expecting too much from the company for asking Summit to honor their commitment they had already made with me. I am just 1 customer, but I am just 1 customer who will never again shop with Summit, regardless of the resolution of this matter. 8/15/2023

  

  Business response

  08/21/2023

  Dear Mr. ********:
  
  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.
  
  We apologize for the confusion surrounding your recent order. The part number which you chose via our website has multiple images that include a breakdown of the individual part numbers contained within an entire kit. The product is also described as a shop press accessory. Prior to shipment, we even contacted you to ensure you understood what you had order and were going to receive. You stated that you felt this was an error on our part and wanted the entire kit for the price of one of the individual components. Our representative apologized for the confusion and pointed out that there was an additional image and the description of the product. An offer of goodwill was made to discount the kit you actually wanted, but you declined the offer.
  
  The order was then cancelled and a full refund was provided. As previously mentioned, we apologize for any confusion and inconvenience this may have caused. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May I acquired 2 overhead electric vehicle cable management systems for my cars in my home in ******, but when Summit sent the products registered a wrong customs value making it impossible to introduce the merchandise to ******. As part of the process, I asked *** to return the equipment to Summit, They made the mistake, all the problem was caused by Summit and I will not receive the reimbursement of my payment until they receive back the product. The situation is unfair because I have paid everything in advance, but I did not received the product and they are doing nothing to help me with the carrier to have the equipment back.

  

  Business response

  08/08/2023

  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.
  
  We sincerely apologize for the inconvenience with your order. At the time of shipping, the full value of the part was assigned to each box, effectively doubling the actual value of the order. Our invoices were correct, but the declared value on the shipping label was what had the error. When you alerted us of the issue we immediately reached out to our *** rep and provided them with numerous emails and documentation stating the error was on our end and the actual declared value of the products in question.
  
  Ultimately after numerous phone calls, emails and follow ups, they informed us that the products were being returned to us. Per your request, we did not reship, we have processed the return and a full refund has been provided.
  
  As previously mentioned, we are very sorry for the inconvenience with your order. We have alerted our warehouse about the matter and have our IT department looking into this to make sure a situation such as this does not happen again. 

  Customer response

  08/08/2023

   I am rejecting this response because: I received two different responses.

  One immediately after the complaint was posted saying the the refund is in progress and I should wait 4 to 5 days to receive the payment. but unfortunately the next day in the morning I received another one explaining that I should wait indefinitely until the merchandise is back in the Summit's warehouse to start the process. 

  It is possible to see both responses in the attached files (the second one is in Spanish)

  Thank you
  
  

  
  

  Customer response

  08/09/2023

  Finally, after all the messages, and thanks to the BBB intervention, I received this morning an email from ******, that Summit started the process to reimburse me the payment, and I should have the money on my account on August 11.

  Thank you

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where is my refund for order *******? I have sent 4 email now with no response. tracking shows you received the item on Monday 7/31. Please respond or I will have to dispute the charge with *****

  

  Business response

  08/04/2023

  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our companys mission.
  
  As conspicuously stated on our website, returns can take **** business days once they are processed. Our representatives have responded to your emails and informed you of this information. We have received the product in question that we issued call tags for at no expense to you. The return has been processed and the refund is being electronically submitted to your financial institution. This can take **** business days depending on how quickly your institution processes it. Any attempt to dispute the charge would only delay your refund further and necessitate a reversal and further delay for both parties.  
  
  We apologize for any inconvenience this may have caused. We look forward to serving you and assisting you with all your high performance and replacement part needs.   
  When will I get my refund?
  
  
  
  Refund Time Estimates
  It will take a few days to process your refund. It depends on the type of return you are doing. The table below gives a few time estimates, based on the type of return.
  
  Type of Return Time to Refund Notes
  Return of Unused Parts 7 - 10 days Refund issued after the return is processed and accepted.
  Core, Warranty Returns 10 days or more Depends on the situation. Pending inspection and approval.
  Canceled Orders 3 - 5 days If canceled before the order ships.
  **You will receive an email notification when your refund is issued.**
  Notes
  Stated times are estimates only. Individual experiences may vary.
  The stated time starts when we receive your return at one of our facilities. Transit time is NOT included.
  Time estimates are in business days.
  
  Business days are Monday - Friday, excluding national holidays.
  If required, Return Shipping Costs and Restocking Fees may be deducted from the amount of your refund.
  In accordance with state and local laws, sales tax charged on Core Value may be non-refundable.
  Answer ID 1030   | 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a part online for my vehicle. The part was a cylinder head for a 2017 Chevrolet Equinox. The part was advertised as being shipped 7-23-23. I was supposed to receive an email when it was shipped. On 7-25-23 I had not received an email. I called and was promised an email or phone call for an update. I hadnt received a call or email so I went back to the website. The order now has a ship date of 9-9-23. I called customer service again and requested a refund. I was told they could not refund anything until they contacted the vendor which would take **** days. I just want my money back, I never received any parts that I paid for.

  

  Business response

  07/31/2023

  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 show that your order was placed on 7-20-23 via our website. You ordered part number  VRE -2CEW which was shipping directly from the manufacturer with an estimated shipping date of 7-21-23. This information was displayed on our website. The estimated delivery dates that appear on your reminder cards or in the order status section of our web site are provided directly from the manufacturer. These are estimated dates as stated on our website. Unfortunately, we have no control over how quickly a manufacturer can produce and ship an item. In the event a supplier cannot supply a backordered part prior to the date in question, the date will then be moved accordingly.
  
  The inventory feed from the manufacturer showed positive inventory when your order was placed. They later updated the information after receiving our order, thus changing the information we had displayed. We have since cancelled the order and provided a full refund as you requested. We sincerely apologize for any inconvenience this may have caused you or your project. 

  Customer response

  08/01/2023

   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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a product expecting a certain delivery date which was not met due to apparent signature required but was not informed that one was needed. I cancelled my order and said company has their product back but is yet to give my refund or even send email confirming that refund will be given

  

  Business response

  07/20/2023

  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our companys mission.
  
  ************ had previously claimed non-receipt of a shipment that one of our carriers had shown as delivered. Instead of a re-shipment, he asked for a refund and was provided one. Since there had been a previous claim of non-receipt and that the package was being delivered to an apartment, a signature was required for the package. The package was shipped via ground service, not any type of expedited service, a note was left by the driver and they would have made another delivery attempt.
  
  The customer contacted us and asked to cancel the order and have it refunded. We explained that once the carrier returned to our facility and the return was processed, a full refund would be provided. Upon return of the package, the order was processed, and the refund was provided. 

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 30th, 2023 and February 27, 2023 Summit Racing sold me a variety of automotive parts worth over $3,700. On April 26th, I contacted them to return the parts. They sold me the wrong thing and it damaged everything. Summit stated they would take the parts back and refund all the money spent. They said to box everything up in 3 boxes and that they scheduled UPS to pick them up. UPS showed up with one call tag (not 3), but took all three boxes. I have proof that they were delivered to the Arlington location, but Summit refuses to refund the money. There was also to be a 4th box that they were supposed to be picking up via UPS and it is still sitting on our porch. They also refuse to return any calls. We have tried multiple times and they will not call back. They are purposely ignoring us and refusing to stick to their word of a full refund. They will state that they never received the parts but they did. Someone needs to listen to the conversation that their sales person had with us so that they can hear the statements that were made.

  

  Business response

  07/14/2023

  We have been in communication with the customer many times regarding this whole matter. He has attempted to conduct charge backs for entire orders in which he still had/has product in his possession. The complaint was filed after the bank reversed the chargeback attempt. 

  The crux of the matter revolves around the fact that we issued 3 call tags to pick up 3 different boxes of parts that he was returning. The UPS driver that came initially only had one of the call tags issued for the pickup. The consumer along with the UPS driver and apparently a leader at UPS told him to take all the boxes based off of one call tag. We only received one of the boxes of items back. The information he is providing that shows delivery is only for one of the 3 boxes in question. 

  The other tracking numbers for the boxes in question show no movement. While we understand his frustration, it was ultimately the consumers decision along with the UPS driver to proceed with the return in that fashion rather than contact us and confirm that other call tags had been issued as well. 

  The depiction of the incorrect parts being sold is also being portrayed incorrectly as a good portion of the parts were ordered via mobile web and we later determined that much of the detonation of the motor was due to installation errors. 

  We are working in good faith with the consumer in regards to parts that while we understand that he did give them to UPS, not all of them actually arrived to our facility. In addition, he still has parts in his possession that he is keeping totaling over $700 that he is requesting a refund for that will be excluded from the additional refunds. He had already been refunded for the parts we actually received along with the parts we told him to field destroy. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased new rims, tires, lift kit and tire sensors totaling $5,519.93 they completed a mount and balance with also adding sensors, I was told they programed sensors as box stated sensors to be programed prior to tire installation. At this point to took truck to my mechanic for lift install the problem was they couldn't correct issues with sensors stated improper coding. I contacted service associate at Summitt Racing he was helpful however after hour of holding I was told they can offer 20% discount on new sensors since I was over the 90 day warranty I then stated ok I will set appointment for new sensor install and programing they stated NO and to take elsewhere, I asked why as they offered this service on initial visit and was told only because they balanced tires. I will never purchase form this company again based on the poor service and inexperience staff and installers after spending $5,500 WARNING: If you purchase tires needing sensors DO-NOT have them mounted here.

  

  Business response

  07/12/2023

  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. We apologize for the inconvenience with the sensors.
  
  ********** are blank and need programmed in order communicate with the vehicle. We program these sensors for the vehicle listed on the *** *** and check them a second time to verify they are working prior to installation in the wheels during the mounting and balancing process.  
  
  Once programmed and installed in the wheels, the sensors still need to be relearned to the vehicle the wheels were installed on. If the relearn is not performed, the vehicle will not see the sensors and illuminate the TPMS light on the dash. Based off the information provided, it sounds like the relearn has not been done since the new wheels were installed on the vehicle and still needs to be completed.
  
  At no point in time would anyone from Summit Racing Equipment drive a customer’s car for any reason. In a few situations, we have performed a relearn so that the vehicle could see the new sensors. Some relearn procedures call for a short drive to finish the relearn procedure. On those vehicles we would wake up the sensors and inform the customer that they need to drive their vehicle under the listed conditions in the relearn procedure for the relearn to complete.
  
  A quick scan will tell us if they us if they are good or bad, and programmed for the vehicle that they are installed on. If the sensors read good for the vehicle they are installed on, a relearn would need to be done for the vehicle to see them, which we have the capability to do. In the event any or all of the sensors fail to read, we will know which ones are either bad or programmed incorrectly for the vehicle they were installed on. Any bad sensors would be replaced, any sensors that are programmed incorrectly would need reprogrammed.
  
  We have been in contact with Mr. ******* and he will be bringing his vehicle to our **** retail location next Tuesday. Our senior mount and balance representative will be working that day and is aware of the situation. We will test the sensors and make sure they are not defective. Most likely they will need to be re-learned to the vehicle. 

  Customer response

  07/14/2023

  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 providing resolve on 7/18 service date.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order InformationClick here to track your Order Status Order Date:2/11/2023Order Number:*************** Number:Will be sent in Shipping Confirmation Email Customer ******************* To:********************* ********************************************************* To:********************* ***************************************************** Items Purchased on This Order:ItemStatus*PriceQty.TotalJante Wheel ************** - *********** WheelsJNT-S0944 ****** OEM Grade-A Alloy ****** ***** , S60 , 19x8 , 5 x **** (Mfr. #: ALY70471U45OET)Shipping From Manufacturer Ground $150.994$603.96Charges for This Order:STATUS KEY Shipping From Manufacturer - Item is waiting to be shipped from the Manufacturer. Shipping times will vary.Part Subtotal:$603.96 Tax:$36.24 Total Charges$640.20 ************ Sales and Use Tax Information Please watch for another email to arrive shortly. This email will notify you when your order has shipped and include tracking numbers so you can keep up with the delivery status of your order.Thank you again for your business.Summit Racing Equipment Online false delivery ship date of wheels $150.99 *********** Wheels ************** ****** OEM Grade-A Alloy ****** ***** , S60 , 19x8 , 5 x **** See More Specifications Ships Directly From Supplier False advertisement Estimated Ship Date: Jul 14, 2023 Now Summit Racing Equipment says est shipping november??

  

  Business response

  06/28/2023

  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 show that your order was placed on 2-11-23. You ordered part number JNT-S0944 which was on backorder at the time the order was placed. This information was relayed by our phone representative as well as being displayed on our website. The estimated delivery dates that appear on your reminder cards or in the order status section of our web site are provided directly from the manufacturer. These are estimated arrival dates as stated on our website.
  
  Unfortunately, we have no control over how quickly a manufacturer can produce and supply an item to us.In the event a supplier cannot supply a backordered part prior to the date in question, the date will then be moved accordingly. We then provide further email updates concerning the product status. Customers may cancel their order at any time.
  
  We sincerely apologize for the inconvenience with your order. In this case, we contacted the vendor again to inquire about the expected arrival date and they have informed us they are unable to give us an acceptable time frame which we expect from our suppliers.We have cancelled your order and are providing you with a full refund. In addition, for bringing this matter to our attention and allowing us the opportunity to serve you, we will be sending a token of our appreciation to you in the mail. We are also updating our information regarding the product in question on our website immediately. 

• Initial Complaint

  05/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction 3/31/23 Paid invoice in full for a total amount of $538.19 which included respectively core charges of $90 & $76. Properly requested to start used core return & refund on 4/17/23. Confirmation email from Summit. Sent used cores back per Summit instructions. Cores delivered to Summit provided address by *** on 4/21/23. This is a complaint in regards to Summit Racing refusing to refund the $90 + $76 for the used cores I sent back. Instructions were followed exactly as written. Summit received the cores and I have proof of the delivery. Summit states it can take 7-10 business days for the refund. So far I have not received any refund. I have contacted Summit Racing with the email provided on their website, but no response was sent to me. I demand that the refund be processed asap, as I have fulfilled my duties in this transaction.

  

  Business response

  05/17/2023

  The core returns have been inspected, systematically returned and a refund has been processed. 

  Customer response

  05/20/2023

   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.

*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. ↩