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:03/20/2025

  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.

  My father ordered a $950.00 part from this business and wasn't told that the part was out of stock. The company continued to drag us along and finally shipped the item to him over 3 months later. Now that I have received the part, it was incorrectly manufactured, also arriving with incorrect parts for installation. I have made repeated attempts to contact the business by phone but have been left on hold with no one ever answering. I have also emailed the company in an effort to have the issue fixed but have gotten no response from them. We're out $950.00 and this company seemed to wipe its hands of my father and I.

  

  Business Response

  Date: 03/28/2025

  I'm sorry for the lack of customer service you have received. I can help get this corrected, but I need an order number or a mane the order was placed under. I can not look up an order with the tracking #. I look forward to your response.
  

  Customer Answer

  Date: 04/16/2025

  Thank you for getting back to me, sorry it took all this for that to occur. 
  

  The order number is 158892. Its under my dads name, REMOVED. 
  

  Due to the lack of response from your company, I was forced to purchase kit Wilwood Combination Proportioning Valve Mounting Brackets 220-15047 as the fittings that came with your product were binding up and had damaged flares. Additionally, they were not stainless as advertised. 
  

  Im sure you can agree your companies customer service response to this matter is subpar to say the least and I hope you guys can find it in you to make this right. The purchase date for this $1,000+ part was 12/2/24, with a delivery date of 3/12/25. Since the delivery, this is the first Ive been able to get in touch with your company about this matter 
  

  I would like to be compensated for the cost for the purchase of the new Proportioning Valve kit. 
  

  My cell is REMOVEDwhile my fathers cell is REMOVED. 

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  My husband placed his order February 7, 2024 for a Mustang 11 suspension kit. Including sway bar, and breaks. As of July 19, 2024 we have no parts and the requested refund either.Fed ex tracking had it delivered. Before this order went out we changed our address. My husband gave them the new address. Long story short. Fed ex returned our suspension back to them on March 20. REMOVEDwanted it REMOVEDback to them because they felt it couldn't be delivered to a trailer park. The exact words of REMOVED?"We felt like it couldn't be delivered to a trailer park so we had them deliver it back to us." I finally found our "delivered" suspension back at the manufacturer in REMOVEDI believe on July 10. REMOVEDit back to the manufacturer. REMOVEDis still charging me Shipping cost $300 and a 20% restock fee. For a purchase that we bought, they dropped shipped, and they took it upon them selves to think my little r.v. park was not good enough to deliver something we spent over $7,000 on. I have been waiting for 7 days now for my refund. Why?

  

  Business Response

  Date: 07/23/2024

  In order for us to issue the refund check for an original credit card purchase, we require a photo picture of both the original credit card ending in 6417 that used for the online purchase (Order # REMOVED) as well as a picture of your state issued drivers license. Refund will be in the amount $4774.81 (This refund amount is does not include the original shipping charges of $355.83 or the Rear Disc Brake Conversion of $875.29 which was shipped and delivered on 02/12/2024 at 1:22pm) and does include a 20% restocking fee of $1251.19 all of which has been discussed with you. Refund check will need to be mailed to the original purchasers billing address as soon as credit card and State ID have been verified. We appreciate quick response in order to close this case and get you refunded. For your identity protection, all images requested can be up-loaded here on the BBB secure site. Please do not email.
  

  REMOVED

  Performance Online
  

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:

  I contacted REMOVEDtoday. They said I had to go through bbb. They want me to prove who I am. I have a problem with that. I did not have to prove I'm me when I purchased the suspension. It was good enough for them to take my money. And took it as soon as I hit the checkout option. I was not asked to send in a copy of my i.d. or my debit card. So no. I will not send that in. The restock fee I will not pay that either. Because someone from REMOVEDinstructed Fed ex NOT to deliver the order I paid for to the address I gave. I will not pay shipping cost either. Only because fed ex didn't charge me. Fed ex charged REMOVEDwhen REMOVEDdecided they didn't want my purchase delivered where I wanted it to go.  The brakes I did receive. I will not expect a refund for those. When i purchase a product and have it shipped to me I expect that. It is not that company's merchandise any longer. I will not except that merchant to tell my delivery service they don't want it delivered to my address that I gave. I will not prove who I am to someone or company that did not want to see proof of who I was when they took my money. I would like a refund checked mailed to me please with the restock fees because I did not return anything. I never got it. REMOVEDreturned it. And since Fed ex did not charge me. I would like my shipping cost refunded. Fed ex charged REMOVED.  thank you for understanding. REMOVED. 

  
  

  Customer Answer

  Date: 09/12/2024

  Good morning, how are you?

  I no longer have that account the purchase was made from. I'm traveling the REMOVEDwith my son promoting his book. I asked REMOVEDto overnight me a check and I believe her name is REMOVEDsaid she would. That was 3 or 4 months ago. I gave them my sister's address in REMOVED. I should be in REMOVEDthis weekend if they can overnight my check to REMOVED;

  REMOVEDTexas 76116. 

  Pol can not put my refund back in that account. I don't use that bank anymore either. Thank you again 

  REMOVED.

  

  Business Response

  Date: 09/17/2024

  Hello REMOVED
  I am aware of your order situation. Based on all of our documented emails with the many different email addresses, phone numbers and physical addresses as well as different banking and credit/debit cards that are no longer valid. We have had a person to person meeting with REMOVEDFargo (the credit card institution used for payment) and we have been advised to not refund any money and that you will need to contact REMOVEDfor assistance in getting your refund.

• Initial Complaint

  Date:09/27/2023

  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 ordered a part from this company in August 2023. I received the item in mid-September after calling requesting the status of my order. I have ordered parts for my vehicle for the last 3 years, and trust me, I have ordered a lot of parts. When I received the order, I never looked at the part number figuring, I ordered the correct year for the part. When in the process of attempting to put it on, we noticed the bar was too long. When I looked at the plastic from where the part came in, the year of the vehicle was off. When I looked at my receipt, it stated the wrong year for the vehicle but had the correct vehicle on the receipt which made no sense. I order for one year and receive a different part for a different year. I contacted the company and was told that I placed the order for the wrong part and that if I wished to return the part. I would have to pay to have it shipped back, and a restocking fee. NEVER have I had that happen from a vehicle parts distributor! I should have ordered from Classics Automobiles. The unprofessional thing about this whole ordering thing is that the part was not in stock. Go figure! It did not say the part was on backorder. If I saw that, I wouldn't purchased the item. Then the guy claimed he would speak to the internet person, whomever that could be, and stated that I placed the order incorrectly. So this is what I expect this company is do. They order parts from other vehicle part distributors. To not lose business, they do not advertise their parts as being out of stock. When you order, they order from somewhere else and tell the customer it is on back order as they wait for the part YOU, the customer ordered to arrive at their place of business, The shipping fee we pay they paid to have it sent. They sent you the incorrect part and claimed it was a customer error but somehow the year of your vehicle is on the invoice. You, the customer, have to foot the bill for their screw-up. NEVER AGAIN!

  

  Business Response

  Date: 10/03/2023

  On 08/16/2023 our customer, REMOVEDordered part # REMOVED(For a 1965-70 REMOVEDImpala. Customer has a REMOVEDImpala and requires part # ATB5864) from our website on internet order # REMOVEDat 07:23 am. We filled and shipped this order complete on 09/14/23. On 09/27/23, REMOVEDcalled in stating he received the wrong part for his application. We Issued REMOVEDan RMA REMOVED(Return Merchandise Authorization) number to return the wrongly purchased item and that we would exchange for the correct part. Customer Said he did not want the correct part and just wanted to return what he received. As of 10/3/2023 the item has not been returned to us for a credit. Credit will be issued in Full (waiving our restocking fee) once received. 

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  

  On 8/16/23, I ordered panhard bar for a REMOVEDImpala. I had to call the company to check when I received my order. The following week the order went out.Notice my order date and shipping date.(??) Performance Online sent the wrong part. I receipt had a REMOVEDApplication, but was told I ordered the wrong item.I'm still trying to understand why the year REMOVEDwas printed on my receipt. Hmmmmm. I did not want this company to send me another part due to the lack of attention to detail.I had to pay for the WRONG to be shipped back, plus a stocking fee, and if I wanted the company to send me a replacement wrong purchased item again, I would have to PAY for the replacement to be shipped back to me. What happened to the customer is sometimes right. The item was shipped 28 Sep as a return to Performance Online. They will probably claim that they did not receive the item and attempt to charge me for that. "Credit will be issued in Full (waiving our restocking fee) ." Statement made to my response of my complaint regarding this company. CHOOSE WISELY!

  
  

  

  Business Response

  Date: 10/04/2023

  Looking at the image supplied by our customer of his REMOVEDorder receipt, He clearly ordered part # ATB6570 with a description of 1965-70 Impala Track Bar. Correct Part # for his application is ATB5864. As stated earlier, customer can return the incorrect part for a full refund minus shipping cost and restock fee will be waived provided the item is returned in good, re-sellable condition.

  Customer Answer

  Date: 10/04/2023

   I am rejecting this response because: I will stand by what I said. I have ordered parts for my car the last 3 years, why would I order a part that I know would not fir my vehicle. I was so confident that I did not checked the receipt or box because I know what I ordered. I have spoken to other people who has ordered from this company and they stated the same thing. They would ship you the part and if it is wrong, the customer gets stuck with the bill. I express to the guy I was talking with that I have never had to pay for shipping for a return item. They are running a con job. Anyway who will not admit to their mistake is not worth dealing with. Save your money and time. 

  I ordered from Classic automobile and I received my part on 10/3/2023. The part shipped to me from Classic was the correct part and you could actually pull the bar out to make sure it was an adjustable pan hard bar. Now Performance Online are willing to waive the restocking of the item and refund the full price. To receive my refund, I had to resort to contacting BBB. This place does not have good customer service or knowledge when it comes to pulling parts for the correct order. Easy to blame it on the customer, hard to convince the company that it was their fault, not the customers. 

  When people ordered parts for their classics 

   
  

  
  

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered and installed a disc brake system for a C20 truck. Upon installing the rear, the calipers and pads would not fit on the rotor. Called POL and they indicated the pads were too large and they sent me new pads (Wagoner ZD52). These pads are also too large. They fit on the rotor, but the wheel will not freely roll due to constant contact between the rotors and pads. . I cannot drive this truck and attempts to get resolution from POL have been useless. Multiple calls, messaging in FB, and multiple emails with subj line “URGENT”. I want POL to fix this problem or provide a full refund.

  

  Business Response

  Date: 04/28/2023

  Hello Mr. REMOVED. I would like to start by apologizing you did not receive the support you needed from our staff. After talking with our Sales Manager REMOVED, it sounds like we are on the correct path to get your brake issue resolved. If there is anything else that you need, please feel free to contact me directly. Once again, sorry for the inconvenience this may have caused.

  REMOVED

  Gerneral Manager

  Performance Online, Inc

  Customer Answer

  Date: 05/06/2023

   I am rejecting this response because:

  the problem is still unresolved and it’s been over a week since I’ve heard anything from POL. I will be requesting a full refund for this product that obviously doesn’t work. I can’t drive the truck nor get any help from POL. Unfortunate.  
  

  
  

  

  Business Response

  Date: 05/16/2023

  We are still working with Mr. REMOVEDon the fitment issues pertaining to his rear disc brake conversion. Our last communication with Mr. REMOVEDwas on Tuesday May 9th via email. See below. We are waiting to hear back from Mr. REMOVEDwith some requested measurements in order to move forREMOVEDwith diagnosing his fitment issue.

  From: REMOVED[mailto:REMOVED.j.REMOVED@REMOVED.com]
  Sent: Tuesday, May 9, 2023 6:28 AM
  To: REMOVED
  Subject: RE: [Support]:Don't have one REMOVED
  
  REMOVED,
  
  REMOVEDdid call and explain the measurements I need to
  take.  It will be a week+  before I can get this done.  Thanks
  for help.
  
  r/
  REMOVED
  
  From: REMOVED<REMOVED@REMOVED.com>
  Sent: Monday, May 8, 2023 5:56 PM
  To: REMOVED<REMOVED.j.REMOVED@REMOVED.com>
  Subject: RE: [Support]:Don't have one REMOVED
  
  REMOVED,
  Just following up that you received a phone call and seeing if
  you need anything from me at this time?
  Thank you,
  
  REMOVED
  REMOVED
  Performance Online, Inc
  Your Leading Source for Steering, Brakes and Suspension
  REMOVED
  P: ###-###-#### (ext 313) | F: ###-###-#### | Tech: ###-###-####
  www.REMOVED.com