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:04/04/2023

  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.

  12/21/2022: Ordered brake rotors from Speedlogix. Advertised as lightweight. Rather than listing the weight of these front-wheel rotors, Speedlogix deceptively lists the rear-wheel rotors (on the front rotors product page). Common sense suggests front brakes have more weight savings than rear brakes. My weight scale revealed they weighed exactly the same as my *** rotor.1/12/2023: raised these concerns with Speedlogix, sent photos. Over 3 months, they exchanged numerous emails with me and the manufacturer. The brake manufacturer, plus or a minus a tiny fraction of a pound, confirmed my findings. At best, the front brakes save 1/8 to 1/10 of the weight advertised.Emails demonstrate Speedlogix endlessly delayed. I had to literally beg for a refund, repeatedly. After months, they stated I would have to pay return shipping (on a ~50lb package) and a 20% restocking fee (totaling ~$250 lost). I plead not to be charged for a falsely-advertised product. They lowered restocking to 5% + I pay return shipping.Before shipping, took photos of my packaging with a dated, handwritten note to demonstrate I was returning 2 brand new, unused products with safe packaging. Speedlogixs tactics and refusal to correct their deceptive website description gave me the impression they were dishonest and were desperate not to refund me; I expected a trick.Manufacturer rejected the shipment, claiming only 1 of the rotors was sent back. Speedlogix sent me a suspicious photo of a mangled box, alleging the delivery person stood by while they unpacked not only the outer shipping box, but even took the product out of the *** packaging. (?)Now, Speedlogix claims the issue is my responsibility to take up with the shipper. I contest this logic. The bottom line is they sold a product in bad faith with deceptive marketing. I **** their attention to this deceptive marketing with screenshots of Speedlogixs and the manufacturers websites on 1/12/2023, 1/27/23, and 3/8/23. Still stands.

  Business Response

  Date: 04/08/2023

  The customer purchased the Demon ******************** rotors listed for the 2018-2021 Dodge Demon/Super Stock.
  
  The information we share for this product is directly from the manufacturer that created the product and provides the information to all vendors. No claims are made regarding the weight of this product compared to the *** rotor. The customer stated he felt it was common sense that the rotor would be lighter, but he made an assumption as that is not a claim that we nor the manufacturer made.
  
  The customer reached out to let us know he was dissatisfied with the new rotors after he weighed them against his used worn down rotors and noticed the weight difference was not as much as he assumed it would be. We explained to him that we would reach out to the manufacturer directly to gather more information. When we received the information from the manufacturer we provided it to the customer so he could understand the main reason these rotors are a sought after product by
  many Demon/Super stock owners. The customer was unhappy with the information provided by the manufacturer and decided to request an ***. We then let him know we would provide the *** information and could help him get the *** rotors at a better cost than what the dealerships offer. We offered this as we try to help our customers however we can and wanted him to know he has other options available to him. He declined this offer and we then provided him with the *** information. This included the return address to the manufacturer and we also stated our return policy of the 20% restocking fee. When the customer reached out to us letting us know he was upset about the restocking fee we lowered it to 5% as a courtesy to him to again try to help him out.
  
  When emailing any customer about an *** (including this customer) we always recommend the product be well packaged as we have seen shipping carriers can be reckless with shipment and cause damage and or missing products. The customer states this made him suspicious so he took a photo of the product in the packaging with his name and the date. As you can see in the photo he provided he actually took that photo to list the parts for sale (a name and date is required when posting in groups) and he also states on the same sticky note that the rotors are for sale. When the manufacturer received the package back at their facility the box was damaged and felt too light to be two rotors. It is standard for a company to check in the return ASAP with the shipping company there to be able to refuse the package if parts are missing. This is exactly what happened with this package. The manufacturer notified us and we let the customer know and provided a photo of the mangled box. There were a few pieces of padding in there but still plenty of room for the rotors to slide around and go through the box they were shipped back in.
  
  - This is a direct link to our returns policy page: ***************************************************
  
  - Attached is a screenshot of the specific return section.
  
  - Attached is a screenshot of the original purchase order showing we discounted it over $200.00 off to help him save money.
  
  - Attached is a screenshot that shows the listing and includes the description (that has not been changed as the information is factual).
  
  We have tried to help the customer in many different ways. The original large discount, fast shipping, contacting the manufacturer for more information, providing another rotor option, lowering our restocking fee, letting him know asap about the shipping issue and providing a picture so he could start a claim. We have let the customer know that as soon as both rotors arrive he will be refunded. We emailed him roughly one month ago confirming he would be refunded. We also asked if he reached out to *** to see if they located the second rotor to which we never received another response from him.
  
  Once both rotors are returned in new condition we will issue the refund the customer is seeking.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19896868
  
  Rejecting, because:

   

  Speedlogix (SL) continues to falsely advertise the brakes as lightweight and lists the REAR brakes weight on the front brakesdescription. Why? SL still has not explained. There is NO reason to list this info -- except to mislead, especially when, through my dealings with SL, they have been explicitly, repeatedly made aware of how wrong and misleading this info is and been shown accurate info both from my scale photos and emails direct from the manufacturer (DP).
  
  I assume when I buy a bottle of water, it will actually contain water and not just be an empty bottle for holding water. Anyone who knows anything about brakes would do the same. By continuing to list the rear brake in the front brake description (why?), they intend to continue deceiving others into making the same wrong assumption. Is that not what false advertising is, fooling customers based on false or misleading information?
  
  Surely the BBB does not buy it when a store says, the manufacturer wrote the description so we have no responsibility. SL edited DPs description (compare 1-12-23 screenshots of SLs and DPs product pages) and have ignored every opportunity to correct it when given updated info.
  
  Notice the many irrelevant points they continue to raise to distract/delay from the core issue/resolution. Im running out of text to swat each point, but briefly: selling a falsely-advertised product at a public-sale price is not helping out anyone; who wouldnt prepare a backup plan (private sale) after months begging for a refund and then being slapped with a 20% restocking + shipping (~$500 of ~$1650); I can take a photo for multiple reasons including self-protection and uploaded it to the BBB openly. The cumbersome *** shipping insurance process has failed to find the allegedly missing rotor and yet to reimburse me, but this too is irrelevant: SL created the entire situation with their false advertising, and continues to dodge responsibility and deceive others.

  Business Response

  Date: 04/14/2023

  We have addressed the customers feedback in our original BBB response. We provide the same information that the manufacturer provides to all of their vendors. We are available by phone, email, and live chat if a customer has questions before placing an order so they do not have to assume as this customer did.
  
  The only reason the customer has not been refunded at this point is due to the rotor kit has not been returned to the manufacturer in full. We will refund the customer once both rotors are returned in new condition to the manufacturer.
  

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:

  The business hides behind "the manufacturer wrote the description" (yet SL edited it) and "other retail businesses do it [the wrong, misleading marketing] too, so it must be okay." They have been made aware numerous times of the real weight of this advertised "lightweight" product and refuse to update their descriptions, preferring to leave blatantly misleading weights for another product listed (yet again they ignore my question why they list another product's specs). Their suggestion I should have checked the exact spec with them is faulty and disingenuous for 2 reasons. 1st, as stated many times, this is common sense, basic physics; if I have to double check this, do I also have to check that it fits the vehicle advertised? That it is round as the photos suggest and not square? -- Ridiculous, it is called lightweight and compared to a product providing 4-5lbs of savings. 2nd, it took weeks (14 calendar days, with me having to follow up with multiple staff) for them to obtain the spec in question. This is unreasonable for any consumer. Once again, this business demonstrates no sincere interest in selling an honestly described product to a buyer fully informed.
  

  There is no way to send back both rotors. They know this; one was allegedly lost in transit despite my photographing both well packaged before shipping. I made a good faith effort to send back the falsely advertised product, even agreeing to paying expensive return shipping and restocking. When this did not work out, it did not change the fact I had been sold a deliberately, misleadingly marketed product. It is still on the business to refund. If the manufacturer's description was the root cause of false advertising, the seller can take it up with them after making it right for me.

  I welcome any 3rd party input (dispute resolution) from the BBB.
  

• Initial Complaint

  Date:10/03/2022

  Type:Delivery 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.

  01/13/22 ordered paid $1,240 for the product ( K-Member)Received a cobbled up one 3/31/22 Called and emailed 3/31/22 about issues with product. Said one would be remade ASAP. Have been lied to over and over about it being done and ready to ship. I have requested my money back many times and they will not do it. My last received update was on 09/13/22 said it was shipping out. It is now 10/03/22 and have not received my product and will they will not give me my money back for this horrible experience and completely unprofessional staff/owner and fabricator.

  Business Response

  Date: 10/18/2022

  Customer did receive a manufacturer defective product, and after we assessed it, he was put in touch with the manufacturer directly to handle the replacement.  This procedure is intended to streamline the process without Speedlogix being in the middle causing unnecessary back-and-forth relaying updates and information.  Unfortunately, it did take the manufacturer some time to get the replacement product shipped to the customer, and it's possible communication from the manufacturer to the customer was not the most prompt.  ********************** cannot control the manufacturer, and can only directly impact our own communication, which we have always done promptly and proactively in order to help the customer.  We are sorry for the difficult process with this purchase, and the delay on the manufacturer's end in properly fulfilling the order.  These products are made by hand here in the USA and supply chain delays and staffing since the pandemic continues to cause some challenges in our industry.  We understand the customer's side and have done everything in our power to encourage the manufacturer to fulfill this warranty order as quickly as possible.  The product has shipped **** 1Z7044130300022619) and we hope the customer is pleased with the final outcome.