ComplaintsforSummit Racing Equipment

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased automobile rims for a specific Vehicle , and they do not fit , I want the same rims , that do fit a **** corvette

  

  Business response

  06/20/2022

  We have been in contact with the customer and are currently in the process of exchanging the wheels. The wheels that were ordered are not stock size for the vehicle in question and needed some additional measurements in order to provide ************. The original rims are on their way back to us and we are processing a new order for a smaller size rim with a different back space. 

   

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made purchase of a rotating assembly and cylinder heads through summit racing March 14 2022 waited 2 months for items to be shipped I emailed them about the rotating assembly and they said they were having trouble getting the crank bearings if I wanted to upgrade it would be 38 dollars if I wanted the rotating assembly without the bearings they'd refund me 20 dollars so i said send it with the bearings I'll get my own so rocks another week asking why my rotating assembly hasn't shipped they then tell me they have no crank so i canceled the order may 20th 2022 and still haven't received my refund well after that ******** ***** shifted the date to be shipped for 9th time so i canceled it later that evening may 20th 2022 still no refund from total of $4283.45 called my bank se of there was problems there they said they havent gotten anything from summit racing I'd like money back

  

  Business response

  06/01/2022

  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. We apologize for the inconvenience with your order. As conspicuously stated on our website, many suppliers are overwhelmed at this time due to supply chain issues which has caused longer than expected delays. While we work closely with all our vendors to ensure the fastest available arrival of consumer products, some of the circumstances are beyond our control.
  
  Summit Racing communicated updates and information each time it was provided by the vendor. You cancelled your order on Friday 5/20/22. Refunds for the products in question were processed on Monday 5/23/22 and Tuesday 5/24/22. The latter of the two refunds was completed after confirming with the vendor that the product was shipping directly from them had not left yet. The refunds were for $1,944.19 and $2,339.36. These refunds were electronically submitted to your banking institution/cred card provider on those dates. The refunds can take 3-5 businesses days depending on how quickly your institution posts them.
  
  Once again, our sincere apologies for the delays and any inconvenience this may have caused.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We placed a order with Summit around the 2nd week of March. Summit requested authorization. We called Summit by telephone, both myself and Husband spoke to a lady named ****** to confirm the amount that would be charged to our card. ****** said it would be $7372.74. We both asked if that included the shipping, exchange/conversion and she responded yes it does, that is the final price and there would be no other charges. So we gave authorization on that amount. Then Summit charged our card $7509.05 plus $2178.81. $2315.12 more than what we authorized. We were given false information about the amount. Upon many attempts with us trying to resolve it with Summit, they said they owe us nothing because the difference in the money is the exchange in the parts and shipping. But the Summit Employee ****** did say that everything was included in the $7372.74, that was the final price and there would be no other charges. The total charged to our card $9687.86.****PLEASE EDIT THE DOLLAR AMOUNT, SO OTHERS DON'T SEE THEM**** Thank you.

  

  Business response

  05/23/2022

  Dear *** *******,
  
  Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission.
  
  We apologize for any confusion regarding the charges to your order. After careful review, we listened to the recorded phone call of your original sales transaction on 3/15/22 with our agent. Our agent clearly informed you there would be two charges, one for the parts and the other for shipping, duties and taxes. All of our quotes and charges are in US dollars. This is also clearly noted on our invoice which you included as one of your attachments.
  
  After you initial order, one of our Service team members sent you an email with a shipping quote with the dollar total. Part of this was due to the fact that one of the items was crate motor which had to be shipped via truck freight. You later replied and accepted the quote and at that time your parts were shipped.
  
  I have included attachments showing the two charges which total $7,372.74 in USD. The charges you have provided on your credit card are converted into Canadian currency. All dollar amounts quoted and charged are exactly as stated and accepted by you both for the parts during the phone call and later for your shipping via email.
  
  While it has been sometime, you have ordered from us in the past, nothing has changed in regards to our quotes. We have thousands of beloved Canadian customers who understand that when purchasing from distributors in the US, quotes are almost exclusively always given in US dollars as the exchange rates can change on a daily basis.
  
  We apologize for any confusion regarding this matter. We appreciate your patronage and look forward to serving you again in the future.

  Customer response

  05/24/2022

   I am rejecting this response because: Summit agent ****** said everything was included (shipping, exchange/conversion) in the price of $7372.74 and that there would be no other charges. We authorized that amount on the information that ****** provided to us, which we believed to be the truth.

  Thank You

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

  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a order through Summit. Part of my order was in backorder, the rest I received. Summit clearly states that my credit card will not be charged for backorder items unit they ship. On 3/17 my credit card was charged the balance of $***.58 for my backorder items. I never received any emails stating my items were back in stock. Called 3/19 to inquire, no one could tell me why the charged my account. Received a call later that day and was told the roll out of the tires was off and they would refund my money until another set came in and would send confirmation emails. 3/21 still no refund, no confirmation emails and customer service tells me they have no idea why they charged my account, because they haven't received any tires and there would be no way of knowing anything about roll out. Also they have no idea why the credit was not processed.

  

  Business response

  03/25/2022

  We have been in contact with our customer regarding the matter. We provide details with the tire shipment. The order was changed to a dropship directly from the manufacturer. Tracking information has also been provided. We apologize for any confusion or miscommunication. We appreciate your business and look forward to serving you again!  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on January 22nd, 2022 for multiple items. Items not shipped in a timely manner, shipped at different times, poor packaging, etc. Was told by the company that I would receive $20 credit in "Summit Bucks" towards my next order due to the problems with my original order. Tried to place a second order and apply the "Summit Bucks" of $20 to this order, salesperson could never find this credit. Called on Feb 4th, 2022 to cancel final item from this order due to estimated shipping date of February 26th, 2022 (could not wait this long). This final part that I cancelled was windshield frame part number ***********. Refund for this item of approximately $400 to go back on my credit card that the original order was replaced with. STILL HAVE NOT RECEIVED REFUND. I simply want my refund!

  

  Business response

  02/23/2022

  The customer has been refunded as requested. The information was already electronically submitted prior to the complaint being filed, it just hadn't posted to his account yet. Refunds can take anywhere from 3 - 7 days to post depending on the banking institution. 

  We apologize for any inconvenience this may have caused. 

  Customer response

  02/23/2022

   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

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Use of false advertising and bait and switch tactics. On 12/15/21 I ordered a Blueprint 572 engine part number *** ********* at which time I was given a pickup date of 3/15/2022. When checking my on my order status in January I noticed that the pickup date was changed to 4/12/2022. The 4/12 pickup date was still acceptable, so I kept the order active. When I checked status again more recently, the pickup date was changed to August 15, 2022, without any contact from Summit Racing informing me of the change. As of yesterday, 2/7/2022, their website still shows that if this engine was ordered that day, I could pick it up on 4/12/2022. A call to their so-called customer support line to question why the website still states 4/12 provided me yet another pickup date in September. Summit Racing has knowingly participated in and continues to use false advertising by stating pickup / delivery dates on their website that they know cannot be achieved. Misrepresenting these dates is a bait and switch tactic which is perpetuated by their lack of communication regarding order status changes.

  

  Business response

  02/14/2022

  Dear *** *******
  
  Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission.
  
  We apologize for the inconvenience with your order. As we have conspicuously stated on our website and throughout the purchasing process, Many carriers are overwhelmed and suppliers are behind schedule due to transportation delays and product shortages. You may experience delays in shipping or product availability.
  Summit Racing is committed to providing you great service, tech advice, everyday low prices, and a big selection.
  
  We are working hard to ensure the fastest delivery possible, but your order may take longer to arrive due to these circumstances beyond our control. 
  The manufacturer in question is currently awaiting arrival of several parts for the motor to be completed. We have been in contact with them and the expected arrival date you were provided should still be good as long as those parts arrive as scheduled. The web estimated ship date of 4/12/22 is functioning as designed for this part (*************) today. IT has corrected the “pick up in store” dates for each Site.
   The date on that PO is 4/12/22 and was provided by the vendor through email. We have 4 locations and several customers with these on backorder. In addition, you have not been charged for the item in question.
  
  We will keep you updated and monitor the situation
  We appreciate your patience and understanding.

  Customer response

  02/14/2022

   I am rejecting this response because:
  
  This response is nothing but canned comments and double talk.  Based upon their statements there is still no confirmation on a delivery date.  According to their website the estimated warehouse ship date is 4/12/22 and the estimated pickup date is 9/15/22.  It takes 5 months to ship?  Are they using covered wagons?  At least they did change the estimated pickup date to 9/15/22 so they aren't misleading anyone anymore about one thing.  Last week the website still stated a pickup date of 4/12/22.  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is in reference to Order# *******. I order a qty of 4 tires that they showed in stock. I received a confirmation saying that the my order was ready to ship. No where does it show that my order is coming from 2 different locations. So after receiving 1 of the 4 tires on my order, I call customer service to cancel the remaining 3 tires, I was told that they were coming from Texas and that they hadn’t been shipped yet, but they couldn’t cancel them. I was also told that I knew that they would be delayed. The order states that some suppliers are experiencing transportation delays. What it doesn’t say is one of the tires was being shipped from ******* with no delay and that the other 3 would be shipped from Texas and will be effected by these delays. I was then told by customer service representative Bella, that it does say that in my order. I was never given the option cancel the order. I’d like to keep the one the I received and cancel the 3 that have not been shipped, as they could not provide me with a date when they would ship. I would like a refund for the 3, so I can purchase the remaining 3 from another supplier. I have purchased from Summit Racing in the past and never had any issues.

  

  Business response

  02/02/2022

  Dear *** ******:
  
  Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission.
  
  We apologize for the inconvenience with your recent order. We do have multiple warehouses and utilize all sites in order to fulfill customer orders.
  
  Unfortunately we have experienced a delay with shipments leaving our TX facility. We had to install new software, and working through the change has caused a backlog at that site.  We would have shipped your order from another site if we could have.  This was our only option to try to get your parts to you, even if it was with a delay. We have cancelled the remaining portion of your order as requested. A refund was processed on 2/1/22. Refunds can take 3-5 business days to show up on the consumer’s end, depending on how quickly their banking institution processes them.
  
  As you mentioned, this is not a normal Summit Racing experience and for that we sincerely apologize. We are working diligently to ship the remaining backlog and are making significant strides at rectifying this matter. This will likely not be an issue much longer. 
  
  We sincerely appreciate your past patronage and loyalty to our company. We will be mailing you a token of our appreciation and for your inconvenience with this order. We hope you provide us with another opportunity to serve you in the future.

  Customer response

  02/03/2022

   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. Summit Racing has made good and refunded the remaining money for items not delivered. Summit has in the past been one of the first places I’ve looked for performance auto parts and I hope they are able to get this problem fixed. This was a unfortunate situation and I’m hopeful that in the future I can continue to purchase item’s without any issue. I will be sure to give them time to get the issues resolved before I make another purchase. Thank you for your help in resolving this matter.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wrong listed part installed caused overheating Order Number: *******  Part#: *********** Item: ENGINE WATER PUMP Status: Shipped on 10/14/2021 Price: $46.99 I ordered this water pump for a vehicle on 10/14/2021. I chose this water pump because the summit website vehicle fitment listed the pump is correct for the vehicle. The rotation of the water pump is wrong which caused other parts to be replaced in search of the problem, 3 hoses, thermostat, ect. As a result of this problem I can't get to the ups store and print a return label. They refuse to send a new box and return label via mail to initiate the return. The correct product should be supplied without returning the faulty item, no questions asked.

  

  Business response

  01/21/2022

  We have been in contact with the consumer and have come up with an amicable resolution. 

  Customer response

  01/25/2022

   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

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 11/12/2021 totaling $248.95 order #******* for items shi-327-59al and shi-327-59r which the web site indicated would ship on 12/02/2021. My credit card was charged $248.95 on 11/12/2021. on 12/08/2021 I got an Email from Summit racing stating that there was a new ship date of 02/13/2022 so I cancelled the order. I recieved an email stating that my refund was complete on 12/10/2021. It was not refunded rather there is a new charge from Summit Racing on my credit card for $248.95 now they owe me a refund of $497.90 for the two charges to my credit card. on 12/10/2021 I called and spoke to customer service supervisor. They demanded I send a screen shot of the charge and said they would take it up with accounting. I am waiting for them to fix it. summary, they charged my card before the items shipped and double charged instead of refunding me when I cancelled the order.

  

  Business response

  12/13/2021

  Credit card companies now require an authorization for refunds just as they do for a charge. The screen shot the customer provided is actually a credit, not a charge. 

  The attached document provides proof showing the initial charge and the refund. This information was relayed to the customer. This information can be confirmed with his credit card company. The ****** authorization on the included attachment is the refund. 

  Customer response

  12/13/2021

   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

  11/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried stop receiving emails from summit racing over 25 times. I have used there unsubscribe link and still receive adds and emails from them.

  

  Business response

  11/29/2021

  Dear **********************

  Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our companys mission.

  
  We sincerely apologize for any and all inconveniences with any marketing/advertising emails you may have continued to receive from us. Please rest assured we are reviewing this matter with our IT department to address this issue. We will make any necessary changes to assure you don't receive any future emails, only transactional emails regarding any purchases you may make. 

   

  Thank you. 

  
  

*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. ↩