Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase online at texas speed and performance that had a price tag total of $2,131.20 . The package was delivered through ***** and I never received the package. I made a police report of missing package and ***** explained to me that they will fully refund me $2,131.20 if texas speed follow up with claim. Texas speed is not communicating with me on what's going on and I've been calling daily for almost two months to get this problem resolved and nothing is being done. I'm very frustrated with this issue and just want the problem resolved.

  Business Response

  Date: 08/27/2024

  High Level Notes

   

  - Original Sales Order - ****** - *********************** - 5-31-24

  - ***** Tracking # ************ Shows To Be Delivered on 6-5-24 - *****************************************************************************************

  - Customer initially called and stated the packages were stolen

  - We then advised to contact his homeowners / renter insurance company and  / or file a police report

  - Customer then reached out directly to ***** and stated that they offered a full refund directly to him if we filed a claim with *****. That is not the current policy we have with *****.

  - We do not currently receive a credit from ***** on stolen merchandise

  - Customer called several days in a row and we consistently provided him with the claim info and the fact that TSP company policy dictates he would not receive a refund for stolen merchandise that we had confirmed delivery on

  - Ultimately I called the customer and LMOM with all of my contact info and I never received correspondence from him

   

  Notes in NetSuite 

   

  6/14/2024 12:21 pm

  D'***********************

  Customer says the package was stolen. Wants us to file a ***** claim for it. I advsd we need a PDF copy of the police report. Mr **** email me once he gets it.

   

  6/19/2024 2:55 pm

  D'***********************

  ***** claim

  Customer says this package was stolen. Advised there is nothing we can do that he would have to file a claim on his insurance. He insisted that ***** told him they would reimburse him for the stolen package and all he needed was a claim number. Customer provided a police report. Claim made. Case C-153056069 Called and gave the customer the info.

   

  6/28/2024 12:29 pm

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

  Claim Status

  CCI following up on claim, Called ***** to check on case C-153056069. Spoke to ****** who let me know the claim was still under review and could not give me an ETA as to when it would be completed. Cust is aware.

   

  We also offered to provide the customer with a store credit in the amount of the stolen goods but he refused and insisted on a cash refund.  This purchase was also financed through a third party finance party (Affirm Financing).

   

  Please let me know if you have any further questions with which I can assist. 
  

  Sincerely,

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought lifters from Texas speed last year for an engine build and the lifters they have listed are 05038784AD. I received different knoc off lifters that caused engine failure , I contacted TSP after the 30 day. And their product has a non warranty. They sold me knock offs that didn't work and I'm not the first person that's happend to.

  Business Response

  Date: 03/24/2023

  Good Afternoon - I have attached a copy of the customer order. Since this is an online order, the customer chose the option and was sent the product that he chose and paid for. 
  
  The product that he thinks he ordered is a completely different product and was not what he chose when finalizing his online order. 
  
  Texas Speed will not be offering a refund for this purchase.

   

  Customer Answer

  Date: 03/26/2023

  Complaint: 19592473

  
  

  I am rejecting this response because: I did not receive the parts I ordered. I got knock off version from *****. I have pictures of what I should have gotten, I did not and it caused damage to my engine.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Texas Speed on November 21st 2022. I spoke with a sales rep to ensure that I would get the correct parts and that the parts I was ordering were actually in stock. Didn't take long for all of this to go wrong. He sold me wrong parts (which I wouldnt find out until later when I tried to install them on my car). He sold me parts that werent in stock. I am still waiting on returned funds and it has been over 2 months. I asked the sales person that had been trying to help me with my problems for her boss's contact. I contacted him. **************************************************, supposedly he is the head of sales. I reached out to him and he never even had the decency to reply back to me. I am still waiting on returned items refunds. This has been a nightmare.

  Business Response

  Date: 02/09/2023

  Please see the attached email with resolution offered from our sales manager. I checked to ensure all refunds did materialize in our actual deposits as deductions.

   

   

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 29th we placed an order from Texas Speed and received two confirmation emails from them. On their website it says nothing about the item being out of stock, it gave shipping options for expedited shipping (1-2 business day) and standard (**** business day). We opted for the standard shipping given that it was an oversize item. On October 3rd the charge of $632.67 for the item clears our bank account. On October 7th we still have not received a shipping notification so we reach out to the company and receive an email back on October 10th telling us that they do not have this item in stock and they are not expecting to have it back in stock until October 31st. This would not have been communicated to us if we had not reached out to them. How can they list an item and charge people for it and offer expedited shipping when they won't even possibly have the item for at least another month!? When we called on October 10th to cancel our order and the customer service **** ********** hung up on us in he middle of the call because she wouldn't even let my husband finish explaining the situation before trying to blame it on COVID. Taking a customers money for an item you DON'T have AFTER you confirmed the order and not communicating that you don't have it and won't for over a month DOES NOT have anything to do with COVID! When we called back and got a different customer service rep to cancel our order we were told that it will be 5-7 business days before we are issued a refund. This is the second order from them that they have not shipped an item that they claimed to have in stock, due to them not actually having it. If they don't know when or if they can have a part they need to disclose that on their website and not take peoples money until they provide people with a ship date that isn't 30+ days away!

  Business Response

  Date: 10/10/2022

  Because of the way that this customer called to speak to (yelling and cursing at) members of our customer service team, his order was immediately cancelled and he was added to our "Do Not Sell" list. His order refund will be processed within 48 hours from the cancellation. At that point, there will be no further business dealings between Texas Speed and Performance and this customer.

   

  Customer Answer

  Date: 10/10/2022

  Complaint: 18191839
  
  I am rejecting this response because:First off, I did not curse at any of their employees, I told her to shut up so that I could talk because she kept talking over me.  Their response does not in any way acknowledge the fact that they are selling parts that they do not have and do not know when they will have and still charging customers for them without communicating that. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/6/22 i called Texas speed and spoke with ********************* I ended up purchasing a DoD delete kit w/ cam and headers ($2,591.41) I ended up talking to a few shops and the cam ***** talked me into was small so I gave him another call to exchange the cam for a more aggressive one. I purchased the more aggressive cam on 6/9/22. He told me that it was fine and I can send back that cam. At this point I havent received any of it. I decided cancel the order and I told ***** via email I will be returning due to family emergency(6/15/22). He responded with I will let shipping know to watch for it. He never disclosed to me about company policies on the returns. I never purchased anything through the website or returned anything through the website. The ***** truck came and I sent everything back to sender (Texas Speed Performance) for the order being canceled. I was refunded $2,072.16 of the $2,591.41 and never returned $456.59 for the order that was never even shipped. Thats $975.84 they wont refund me for a poorly trained employee not disclosing the proper information. I would have never canceled the order or even purchased the second product if he would have disclosed such information. I contacted customer service and *********************** Responded (7/14/22) with Good Morning *****,After checking with our accounting department and ***** there was a 20% restock fee and shipping that was not refundable plus the taxes on both. The restock fee is listed on our return policies and was told to you over the phone. That being a total lie I non know they are crooks and I would like to take any action needed to get my full refund.

  Business Response

  Date: 10/06/2022

  There is a 20% restocking fee on return orders as outlined here: https://www.texas-speed.com/t-returns-short.aspx. The correct refund has been processed.