Complaints

This profile includes complaints for Jegs High Performance Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jegs High Performance Centers

  101 Jegs Pl Delaware, OH 43015-9279

• 

  Jegs High Performance Centers

  751 E 11th Ave Columbus, OH 43211-2613

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:09/03/2024

  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 Sunday, July 21, 2024, I purchased a remanufactured rear axle assembly from Jegs. On July July 25, 2024, I purchased the extended warranty for that rear axle. I purchased directly from Jegs, believing that they were the seller of the product.I had my mechanic remove the old rear axle and he installed the purchased one from Jegs. Once completed, we started the engine of the truck it was installed in, and there was clearly something wrong with the axle, as it was making horrible noises. I then reached out via phone call to Jegs to explain this, and they responded that I need to find someone in my area who could fix it for me. I told them No, I purchased this from you with an extended warranty, please just replace it with another one. They said they would not. I then did not hear anything from them for a few days. I then started emailing them and asking for a solution. ************************* from Jegs responded that they heard from ATK (I did not buy this from ATK), and they wanted a video with sound of the problem. I sent them that on July 16. Two weeks later, on July 25, I reached out to them again with another email asking for an up date. I have not had any response, and they won't return my calls. I have had to pay my mechanic to install this rear axle, remove this rear axle, then I had to purchase another rear axle and pay to have that one installed. I was without a vehicle and had to borrow one for over 3 weeks. I want Jegs to pay to have this rear axle returned to them and reimburse me for the axle and the extended warranty I purchased. I would also like some extra compensation for all of the mechanical work.

  Business Response

  Date: 09/10/2024

  Hello, 

  Thank you for reaching out about the issues that you've had with your recent order, I sincerely apologize for any issues this may have caused. We have agreed to send R&L carriers out to pick up the part and issue you a refund in full as soon as we receive it. Please let us know once the rear end is at the facility its being picked up from and we can work to get it picked up and on its way back to us. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 09/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22231558
  
  I am rejecting this response because: Jegs sent me a bill of lading to have R + L carriers pick up the rear axel at my expense.  I have already paid for the axel, paid to have it installed in my truck, paid to have it removed from my truck and paid to have another axel installed.  All Jegs had to do initially was send me a replacement **** that worked and this would not have become an issue.  Now they want me to pay to return their defective part.  The shipping fees on this part will be tremendous, as it has to be crated and picked up by a truck!  Not an acceptable solution for me.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/13/2024

  Hello, 

  The BOL we provided is prepaid - It can be packed in the same plasitc container it came in. There is no out of pocket expense for you to return this to us. 

  Thank you,

  Customer Answer

  Date: 09/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22231558
  
  I am rejecting this response because: Because Jegs would not work with me on this axle, I had a mechanic install it, remove it, and I had to buy a second axle and have that one installed.  I request Jegs reimburse me for part of the mechanic's bill.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/16/2024

  HI ******, 

  We've assisted as much as we are able. We are bringing a part back, that you refused to follow the warranty process on and taking a net loss for the entiire order since we wont be reimbursed from the supplier nor can we re-sell the part. We have been more than generous with this situation and are considering the matter closed. 
  

  Thank you,

  JEGS Customer Care. 

  Customer Answer

  Date: 09/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22231558
  
  I am rejecting this response because: I did not fail to follow the warranty process.  I responded to you with a video of the truck as you requested, and you did not respond to me.  I followed up 2 weeks later, and you did not respond to me.  This was not a  warranty issue.  This part was defective when installed, not a month later.  All you had to do was send a replacement part as asked at that time.  You however, did not return any phone calls or emails.  I received no response from you until I filed a BBB complaint.  I have additonal costs for mechanics AND did not have a vehicle for 3 weeks while I scrambled around to find a part from a junk yard.  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/16/2024

   

  Business Response

  Date: 09/16/2024

  Hello, 

  We have assisted this customer in receiving a full refund once we get the parts back. THe customer refused to contact the manufacturer and go through their warranty process resulting in the issues he's expereiencing. **** is not able to assist him any futher. 

  Thank you

  JEGS Customer Care. 

  Customer Answer

  Date: 09/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22231558
  
  I am rejecting this response because: The statement is untrue.  I called ************************* at Jegs several times and sent him emails.  He never responded.  This was not a warranty issue - The warranty would have gone into effect after a functioning axle had been installed.  I provided BBB with a copy of all of the emails I send ************************* at ****, showing that he would not contact me.  If Jegs had returned my calls, perhaps they could have helped me get the extended warranty coverage to replace the defective part.  Since no one would contact me, I had to move forward and find an axel so I could repair my truck and not lose my job.  I was out of a vehicle for 3 weeks.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/17/2024

  Hi ******, 

  We've issued a refund in full for the part. That is the most we are able to do. 

  I apologze this does not satify you, but it is all we are able to do. 

  Thank you,

  JEGS Customer Care.

• Initial Complaint

  Date:08/30/2024

  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.

  I ordered a part Im in desperate need of and was charged overnight shipping only for it to be delivered late and now I can not get to work.

  Business Response

  Date: 09/03/2024

  Hello, 

  Thank you for taking the time to reach out to us about the issues you've had with your order. I sincerely apologize. I have refunded all of your shipping charges, Standard and Expedited. You will see a refund in the amount of $72.23

  You should see those funds back in your account in 2-3 business days. 

  Again, I sincerely apologize for the issues with FedEx. 

  Thank you,

  JEGS Customer Care. 

• Initial Complaint

  Date:08/28/2024

  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.

  On 6/17/2024 I ordered trailer tow mirrors for a 2023 Jeep Gladiator. I have been checking the order status which only says, "In process". I have emailed twice through the Jegs website. The 2nd time I received a response stating I would be receiving a phone call, which never happened.I have called twice to find out where my order is, and then to cancel the order. I was on hold for 18 minutes on 7/23, and for 44 minutes on 8/26. I never made it higher than 50th in the queue either time. There is no other way to cancel the order than calling. My credit card was charged on 6/18 for the amount of the mirrors.

  Business Response

  Date: 09/06/2024

  Hello, 

  Thank you for reaching out, I sincerely apologzie for the issues that you have experienced. I did issue you a refund in full today. I do see we've been trying to cancel this order with the supplier since early October and we have not received any replies from them. We will continue to work on this, but in the mean time, you have been issued a refund in ful. 

  Thank you,

  JEGS Customer Care. 

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

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

  ********************** 22211158

  Jegs High Performance Centers

  Sep 13, 2024 1:53 PM

  1

  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/24/2024

  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.

  The website says the engine was sent Fed Ex on Aug 21, the tracking they gave me (Fed Ex ) does not have the tracking number which is *********. My order was ************ and confirmation number was *******. I waited to talk to some for over an hour! Just want to know where is my engine so I will be home when delivered??

  Business Response

  Date: 08/26/2024

  Hello, 

  Thank you for reaching out. This has shipped from ATK to you via ECHO, they use multiple carriers to get the shipment delivered the quickest. I am showing this was delviered on 8/23. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service 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.

  Order made on 8/3/2024, on 8/5/24 updated that there was a delay. Have been trying to get in contact with them every day since. I have soent hours on hold. Only for them to continue saying they are busy. Have received zero response via email.

  Business Response

  Date: 08/26/2024

  Hello, 

  I sincerely apologize for the delays - I did hear back from Factory 1 Radio. They shipped your order today with tracking number 278747181452. You should start receving emails/seeing movement on the package in the next 24 hours. 

  Thank you,

  JEGS Customer Care.

• Initial Complaint

  Date:08/13/2024

  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.

  I placed an order on 8/6/24 for a part that was supposedly "in stock" Once my payment was processed I was informed that the part was backordered for a month. I have called 3 times to cancel this order and waiting on hold for over an hour without being connected to anyone. I have emailed JEGS and not received a reply. All I am requesting is a refund and acknowledgement that the order is cancelled

  Business Response

  Date: 08/15/2024

  Hello, 

  Thank you for reaching out. This order was canceled on 8/12 from an email we received from you. Since this was a backorder, we did not charge you for this item. 

  Thank you,

  JEGS Customer Care

  Business Response

  Date: 08/19/2024

  Hello, 

  I did check with our AP team and they worked with PayPal to release any held funds. You should see that back in your balance shortly. I sincerely apologize. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 08/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:08/11/2024

  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.

  I ordered paint mid July and it keeps saying in process. It is supposedly waiting for the vendor to ship but it’s now Aug 11th and I can’t complete the job I needed it for. Tried to get ahold of customer service to cancel my order with no luck because of long wait times. I just want to cancel my order and get a refund

  Business Response

  Date: 08/14/2024

  Hello, 

  I sincerely apologize for the issues you've experienced. I do see we've issued a refund. You should see those funds back in your account in 2-3 business days.

  Thank you,

  JEGS Customer Care. 

• Initial Complaint

  Date:08/09/2024

  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 made an order for sbc roller rockers, high volume water pump, harmonic balancer pulley, high volume oil pump, water pump stud kit and some other odds and ends. I messed up and ordered 1.6 ratio rockers yet I need 1.5s. As Im sitting here on hold for 2.3 hours trying to find out if I am able to just do an exchange for the right rockers and have the difference in cost refunded I also see in the shipping invoice that the water pump that was listed as available is dropshipped (wasnt specified as a drop ship product on the site) and that the harmonic balancer is back ordered (which was listed as available on site). But regardless of that I cant comprehend how this large of a business can support a large enough call team to keep wait times under an hour at the very least. All I want to know is if I can exchange the rockers or not.

  Business Response

  Date: 08/14/2024

  Hello, 

  Thank you for reaching out, you are more than welcome to exchange any new & unused merchandise. You can ship it back to us at ********************************************* along with your return and exchange form and we can take care of the issue for you.

  ******************************************************************************************************** will provide a downloadable PDF you can print and send back with your rockers. 

  You can also purchase a discounted return shipping label at this link - *********************************************************************************************************************;

  224135080724 is your order number 

  ****** is last name on the order.

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/05/2024

  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.

  Company allowed me to make an online purchase without physically having the item and forcing me to wait 5 to 7 business days to return my money. Notice the dates on the emails, and the time I spent on the phone to try and resolve this.

  Business Response

  Date: 08/05/2024

  Hello, 

  Thank you for reaching out, I sincerely apologize for the issues that you've had. 

  I do see we issued you a refund in full for this shipment today 8/5/24. That shuold appear in your account it was taken from in 2-3 busniess days. 

  Thank you,

  JEGS Customer Care.

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service 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 purchased at complete brake set by power stop on 7/8/24 emailed said next day said split order 2 package came got half a order some emails said back order now i even paid for core charge to i get one boe o the 7/15/24 should of opened it looked beat up next thin i bow im missing back calipers i call 6 hour wait to to this snob couldnt figure it out told her why would i lie my core more than the part next nothing try to send he picof what i have nothing so now i got it a the garage and i have to by parts esle where wait for redund good luck stay away from this terrible place of business

  Business Response

  Date: 07/31/2024

  Hello, 

  I am very sorry to hear about the issues you have had with this order. I did contact powerstop and they did not ship the calipers to you. They are on backorder. I did have them cancel that order and issued you a refund in full for the calipers. You should see that refund appear on your card in 3-4 business days. 

  Thank you,

  JEGS Customer Care