(GettyImages-1133483350)
A formerly active business suddenly began racking up hundreds of customer complaints, and the Better Business Bureau Serving Metropolitan New York investigated. While it now appears that the company may have gone out of business, until December 5, 2023, its website still seemed to be taking orders… and accepting payments. As of December 5, the website had apparently been taken down.
“This situation is a good ‘cautionary tale’ for business owners who rely on automated outside vendors for online sales and other customer services,” said Claire Rosenzweig, President & CEO of the Metro New York BBB. “If you shut your doors but your website payment systems are still working, customers may think your business is still operating and pay online for orders that can't be filled.”
Consumers have submitted 391 complaints to BBB in the past 12 months against truck and auto accessory retailer SD Truck Springs. Formerly a BBB Accredited Business, the company suddenly became unresponsive earlier this year. The BBB office in Long Island made repeated attempts to reach the business without success. To date, BBB has not received any response from SD Truck Springs to its communications about the pattern of complaints generated by this company. The business is currently non-accredited and has an F rating with BBB.
Many complaints allege that this business has stopped fulfilling online orders, is not providing refunds, and is not responding to their customers. The company has previously operated at a Ronkonkoma, Long Island address. A BBB staff member drove by the location but saw no evidence that the business was still operating. There was SD Truck Springs signage at the address, but the building was quiet, and the parking lot was empty. Subsequently, BBB staff have viewed video evidence showing that the building appears to be abandoned.
“When a formerly active company suddenly stops fulfilling paid orders and customers are losing money, it can come as a shock,” Rosenzweig added. It’s concerning that this business is unresponsive and not fulfilling orders, and was apparently accepting online payments until last week. That is why we urge people to check BBB.org for the latest customer input about a business, because things can and do change quickly.”
Consumers who purchased merchandise from SD Truck Springs but did not receive their orders have reported that they left voicemails, sent emails, and wrote letters but were unable to reach anyone to get an update on their orders or request refunds.
Many consumers who complained about SD Truck Springs noted that they waited months for their order without receiving it. The purchased items included accessories such as airbags and truck springs, which cost hundreds to thousands of dollars.
Some customers said they have yet to receive their order number or any further information on their order status. Other consumers reported receiving an order number but have yet to receive an email confirmation. Many of the complainants indicated that they were returning loyal customers.
Consumers can visit BBB.org to submit complaints and reviews, check out a business, learn more about scams, and find additional consumer tips. Additionally, consumers can report scams to BBB.org/ScamTracker.
