Auto Parts
VRSF - VR Speed FactoryThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/14/2024
Type:Product IssuesStatus: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 had ordered a car part from them around the of September. they email me saying it's out of stock and will be back in stock in a month. I requested a refund which they complied with and have a confirmation for. it has been almost a month, and I haven't received the refund, nobody is picking up the phone and they sent me an email saying it has been resolved. I would simply just like my money back and this to be resolved. I have screen shots of all the emails back and forth.Business Response
Date: 10/15/2024
A full refund has been issued.Initial Complaint
Date:09/20/2024
Type:Sales and Advertising IssuesStatus: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 did not make a purchase of ****** $ and I just saw it in my bank and I did not do this so I need to delete this charge. I dont know what this is or what its for and I didnt authorizeBusiness Response
Date: 09/20/2024
I'm unable to find the order number you're referencing. Please provide the date of the charge and we'll be happy to look into this.Initial Complaint
Date:07/12/2024
Type:Product IssuesStatus: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 purchased an item and returned it immediately as I did not open it because I did not need it anymore . The business wants to charge me a restock fee for an unopened item and will not give me a refund. They keep telling me it will take 20 business days and giving me a multitude of excuses but WILL NOT process a refund. I still have yet to get a refund for something I returned a month and a half ago. All I want is my money back and for this business to stop illegally holding peoples money and scamming them.Business Response
Date: 07/12/2024
We're processing your return and should have it ready in the next few business days. Thanks for your patience thus far :)Customer Answer
Date: 07/12/2024
Complaint: 21979124
I am rejecting this response because:I have a whole email chain telling me the same thing going back for the last month and nothing has changed. I want to get absolute certainty that I am getting my refund.
Sincerely,
***********************Customer Answer
Date: 07/24/2024
This company will not refund my money. I have filed a complaint with the state attorneys office. They keep telling me Ill get my money back but they wont refund me my return.Business Response
Date: 08/07/2024
A refund was processed and the funds should be in your account.Initial Complaint
Date:07/09/2024
Type:Product IssuesStatus: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.
Never received my order, said they wer gonna refund and never didBusiness Response
Date: 07/11/2024
An e-mail was sent to you a few months ago regarding this order. We need a paypal address to refund your order since the transaction is over 6 months old. Please contact our support team @ ********************************* with a paypal address so we can refund this transaction ASAP.
Customer Answer
Date: 07/12/2024
Complaint: 21963456
I am rejecting this response because: Provided the paypal yesterday still no refund, this is ridiculous, have been dealing with this since January.
Sincerely,
*******************Business Response
Date: 07/12/2024
Reimbursement has been processed. I apologize again for the inconvenience.Initial Complaint
Date:05/11/2024
Type:Service or Repair IssuesStatus: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.
The product I ordered never arrived. It got lost in transit and I was never sent a new one. I asked for a refund and was never given one. Will have to dispute with my bank, but the situation was handled terribly.Business Response
Date: 06/05/2024
I'm sorry to hear about the issue your experiencing and we'll be more than happy to look into this issue ASAP.
Initial Complaint
Date:05/09/2024
Type:Product IssuesStatus: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 an outlet for my car, and some exhaust bolts from VRSF. I emailed them asking for a return, the part was never used. They accepted the return on April 11 2024 and said the refund should come with in 15 business days. Its been 20 business days, Ive sent them 3 emails since and not a single reply. I just want my money back. Order number (*********)Business Response
Date: 05/23/2024
Your return is being processed and will be refunded shortly. Your patience is appreciated.Initial Complaint
Date:04/09/2024
Type:Service or Repair IssuesStatus: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 purchased a Downpipe for my vehicle which I was building. In the process I had to take time from the build due to moving and funerals in the family. When I got around to installing my part all the threads pulled out of the bungs that they installed at their manufacture. When I went through their warranty process they stated it is not warrantyable due to the age of the order. (VRSF states has a LIFETIME warranty). All I want is to exchange the one I have. As it is BRAND NEW never used but defective and should be covered under their lifetime warranty that they advertise on their website, on that specific product. I work at a dealership in the parts department and understand how warranties work.Business Response
Date: 04/09/2024
I'm incredibly sorry for the inconvenience but this item is over 3 years old. Unfortunately our warranty only covers defects and it does not cover improper installation.Customer Answer
Date: 04/10/2024
Complaint: 21550317
I am rejecting this response because: If you reference the photo the part has never been installed and is BRAND NEW. No installation has taken place as the threads ripped out because the manufacturer over tightens the bung nuts. Never has been installed. Please look at witness marks on the front and rear of pipe.
Sincerely,
***********************Business Response
Date: 04/23/2024
The bung plugs are hand tightened and are not tightened using any sort of tools. Please remember that this should be easily repaired by simply running the correct tap down the thread.Customer Answer
Date: 04/25/2024
Complaint: 21550317
I am rejecting this response because: I simply want to exchange this using you're lifetime warranty. I shouldn't have to "simply tap" threads into a part that was never installed. Obviously there was a defect in the threads or material if you only hand tighten the bung screws but were stripped upon removal. If you're advertising a lifetime warranty then it should be exchanged. I would be more than happy to pay shipping on both parts to get this exchanged.
Sincerely,
***********************Business Response
Date: 04/25/2024
While we do offer a lifetime guarantee against defects, we do not cover neglect. This part was purchased years ago and this type of issue is generally resolved within the first couple weeks (return policy). Unfortunately we can not be held liable for damages incurred from incorrect installation of the parts we sell.Customer Answer
Date: 04/25/2024
Complaint: 21550317
I am rejecting this response because: part was never installed so there is no installation error. Refer to the witness marks(or lack thereof) on the front and rear of the downpipe. On** witness marks were there from the bung bolt that was ****** tightened. Please look at the photos where the threads are pulled out with the bung s**** This is a defect, plain and simple. I did not build the part and I did not install the part. If the part is 3 years old or two weeks old the part should be covered under warranty. I did not install the bung screws YOU did. I showed proof of the part and the screws in the photos. If I installed this wrong the part would be minor ** discolored from use and witness marks would be apparent on the front and rear from bolting the down pipe in.
Sincere**,
***********************Initial Complaint
Date:03/27/2024
Type:Customer Service IssuesStatus: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.
Part came in damaged from *************. VRSF support claims part still viable via chat exchange. *** mechanics have confirmed if I install this part I will have a boost leak and could possibly damage my engine. I just want to exchange the part for a non-damaged one. Theres is no other way to contact company as phone number is all automated and gives run around.Business Response
Date: 03/27/2024
Sorry for the inconvenience ****** we'll have a replacement sent over later this afternoon along with a return label!Customer Answer
Date: 03/27/2024
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. Thank you very much. Please provide tracking when available.
Sincerely,
*********************Initial Complaint
Date:03/01/2024
Type:Product IssuesStatus: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 downpipe from them and went through the website as I had to to select the vehicle to make sure that I had the correct down pipe.in the description it plainly states it's for my car but then after the fact there's a drop down and says it fits a different car, so it is very confusing when looking at the website and even on the invoice sent it still says it fits my car.When I ordered a lot of these products from them it was for a specific car build and when we started the build we realized there was a problem with the drive shaft and it had to be ordered so we did not complete the build/start it until we got the drive shaft which happened to be on backorder from ******* and took two more weeks to arrive.At that point the mechanic at the shop started the build and opened all the boxes for the first time, when we realized we had the wrong down tube.I tried to literally speed dial them for 2 days and never got a live person and was redirected to the website.I finally got in touch with someone through email and they stated the return policy was 30 days and then after that they could not exchange it.I tried to explain the website was confusing that my invoice plainly states it's for a 435i as well as other models but they still refuse and suggested that I sell it to somebody in a local club that I'm not even a member of.I even offered to pay a restocking fee but they did not respond.I will be disputing these fees with my bank as well if they do not provide a refund. From what I've read in the better Business reviews, their process of not communicating and delaying communication seems to be the norm..Business Response
Date: 03/01/2024
Most companies in this industry only offer a 14 day return policy whereas we offer a 30 day return policy. The customer had the option of e-mailing us at any given time to verify fitment for his particular model as the 435i has two different downpipes that will fit that vehicle. While we can't offer a refund, we'd be more than happy to offer an exchange for the correct part number. Unfortunately a refund is not an option past our 30 day return policy.
Customer Answer
Date: 03/01/2024
Complaint: 21369777
I am rejecting this response because: As stated the car build was on hold and the package wasn't even opened until 2/19. It was shipped to the shop doing the repairs and no mention of the invoice plainly has printed on it 435i.( I have underlined it in red on the attachment )They said they couldn't offer an exchange or refund so I ordered another part from CTS Turbo because I needed it ASAP to get my car out of the shop and the build could be completed. As stated, I even offered to pay a restocking fee and they did not respond to my email.I explained all of this and they suggested I sell it to ******** member, I'm not a member of any club, or to get someone at ************ to buy it, ( They are a Used dealer and do mechanic work, they are not a *********** center only...
Based on the confusion on the website, invoice, the wrong part and the fact they were so unwilling to help me when I had ordered over $900.00 worth of parts from them on the same order I want a full refund or I will dispute the charges with my CC company which is what your BBB site has reported what many others have had to do with this company as well for similar issues..
Sincerely,
*************************Business Response
Date: 03/01/2024
Unfortunately a refund isn't available for returns past the 30 day ***** Best of luck with your build and I'm sorry we weren't able to help you with your out of policy issue.Customer Answer
Date: 03/05/2024
Complaint: 21369777
I am rejecting this response because:My invoice says I had the right product and this has been their response from day one and the last time I declined it.
The box wasn't opened until just right at 30 days so no way to exchange what you did not know was wrong.
My build has nothing to do with the way this has been handled but will reflect on future projects and decisions where to by parts from me and everyone in my circle and who I meet.
Sincerely,
*************************Initial Complaint
Date:10/13/2023
Type:Product IssuesStatus: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.
Company refuses to give me my refund after they received their merchandise back. Going on two months now nearly still will not refund my money nearly $600.Business Response
Date: 10/16/2023
A charge back was filed for this order and we have provided the merchant processor with the information they need to process the refund.Customer Answer
Date: 10/16/2023
Complaint: 20734442
I am rejecting this response because:
They continue giving me the runaround and using it for an excuse they know they have the information because they received the money already for the charge back so they can send me my refund!! I am tired of this and if you look at the reviews. I am not the last persons done this too. They receive their merchandise and they refuse to send me if I refund.
Sincerely,
***************Business Response
Date: 10/18/2023
The customer filed a charge back with their bank which eliminates the possibility of us refunding the transaction. The transaction is being held by the merchant processor and the credit card company they filed a charge back with. In the future I suggest you avoid filing a charge back if you wish for a speedy resolution.Customer Answer
Date: 10/19/2023
Complaint: 20734442
I am rejecting this response because:
Sincerely,
***************this is an excuse to take even longer to refund my money already. Can you guys actually help me and stop going in circles here as well?
I need my refund they know they owe me money!!!!
Customer Answer
Date: 10/19/2023
The best still has my money and still has a semi my refund. Please help me why did you close my case?Business Response
Date: 12/07/2023
The customer filed a charge back with their bank which eliminates the possibility of us refunding the transaction. The transaction is being held by the merchant processor and the credit card company they filed a charge back with. In the future I suggest you avoid filing a charge back if you wish for a speedy resolution.
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