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:02/25/2024

  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.

  Ordered 2 pullers and a slide hammer about a year ago, they were on back order but did not say that until after I ordered them, but I was willing to wait. One puller eventually came in, and the other two items on the order never came in so I was checking on their status and the order went on hold, with them saying that they never finalized the credit card payment months after the order and conviently when the pullers are available. They offered a refund but The issue with that is I used a awardshq.com bonus card from my work and they close the accounts/cards each year so the solution for me is to send the puller/slide hammer or a store credit so I can just get the puller/slide hammer

  Business Response

  Date: 02/27/2024

  Hello, 

  The two orders for the Slide Hammer and the 13 Ton, 2 Jaw puller were on backorder and never charged. When we received them and tried to charge the method of payment on the order we received a DECLINE message from the bank. Since we were not able to collect any funds from your payment method, we are not able to refund any funds for those orders. 

  Please let me know how else I can help, 

  Thank you

  JEGS Customer Care

  Customer Answer

  Date: 02/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21345465
  
  
  
  I am rejecting this response because:  vendor charged my card at the time and likely attempted to refund the money after the account closed and lost the money as a result, I am unable to view my account since they close the accounts yearly using these awardhq reward cards they give out yearly at my work. Could the vendor attach a document showing they returned or did not charge the account? They sent emails asking if I wanted to cancel the order as the back order date kept moving butt I responded each time saying I would wait for the puller to come in since a lot of things were on back order at that time.
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 03/04/2024

  Hello, 

  It is our process not to charge for items on backorder, we only charge for dropship items. This is our statment telling you we never took the funds from your account or held them for any amount of time. We kept the card of file and would have charged it once the order shipped but not until then. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 03/04/2024

  [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:02/13/2024

  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.

  This all started a couple weeks ago when I went to place an order for a torque converter. I called to verify that I was ordering the right one because there were some inconsistencies on the company's website. The sales representative guaranteed me that it was the right one so I ordered it. Then when I received it, it explicitly said that it would not cover my vehicle. When I called to complain I was told that they would not send the correct one until my return was received. I couldn't wait that long to get the right one, so I said I would just return it and buy one elsewhere. I shipped the converter back and am now awaiting my refund. Unfortunately their website doesn't even indicate that a return is in progress. I've tried to call to see what is going on but am unable to get through. When I try to call I routinely sit on hold for approximately an hour. When someone finally does pick-up I start to speak and am immediately disconnected. Not sure where to go from here.

  Business Response

  Date: 02/20/2024

  Hello, 

  Thank you for taking the time to reach out ot us. I sincerely apologize for the issues you have experienced. I do see we have issued you a refund in full for this order. You should see the funds in your account. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:02/09/2024

  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 have a 1979 trans am and looked up on their website an upper radiator support cover. Bolts right on. Well the upper radiator support runs from inner fender to inner fender close to five feet and is one piece. The product I ordered said first of all upper radiator support cover. Well at 23 inches wide it’s closer to 1/3 the length of the support. And even if it did mount in the middle and not cover the whole support there no notch or cut out for the hood latch. If it’s a cover of a part which it says it should cover the part or at least say partial cover and cutting and modifying required. Even though. Ring chromed will ruin the edges. I contacted and asked to be refunded the part cost and shipping cost even saying put it on as store credit because I’m restoring the car and have at least $2,500.00 or more to purchase and mostly through them because of the type of items remaining. Told to have a nice day. If I pay to ship back which they charged $14.00 plus my $25.00 item. Which was $39.00 I would essentially pay both shipping of 14.00 and get credit for the brace. I would lose $3.00 and have nothing also as you will see in pics one part it says fits my car 1979 firebird trans am and under description it says differently and it fit chevelle.

  Business Response

  Date: 02/14/2024

  Hello, 

  Thank you for reaching out to us, I have looked into you order and am very sorry for the issues that you have had. I have issued you a refund in full for the order. You can dispose of the piece however you would like. 

  Again, I am very sorry for the issues that you have had.
  

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 02/14/2024

  [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:02/08/2024

  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 originally ordered a hood and a roll pan from jegs- I received the roll pan and called asking the status of the hood, which was a 2inch cowl hood for a 98 Chevy k1500. They said it was back ordered so we asked if they had a 4inch cowl hood and the guy say yes. So he ordered it we paid 579.12. We receive the hood and it’s for a 82-92 Camaro. Which will not fit. I called jegs to return the item and be sent the correct one. They said I had to pay to ship the hood back- and would not be replacing it with the correct hood because they said I gave them the part number. I did not give them the part number I even asked to hear the recorded conversation and I was denied. We ended up having to pay again for the shipping so we ended up losing $282 on an error made by them. I talked to several supervisor’s and got not where. The customer service was very very ruds. I don’t understand how such a big company can treat their patrons this way. I will never order from them again as anyone I know will not. You do not treat people this way. I have three trucks that are being remodeled they could have had a loyal customer with large purchases. But they lost this one. They need to refund my $282 because this was an error on them.

  Business Response

  Date: 02/09/2024

  Hello, 

  Thank you for reaching out to us. We did listen to the call recording and you did provide the part numbers that are on the order. We are going to issue you the remainder of the refund you are seeking, but in future circumstances, we would need to follow the policy to ensure we are consistantly providing the same level of service to all of our customers. 

  Thank you,

  JEGS Customer Car. 

  Customer Answer

  Date: 02/12/2024

  [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. As long as they send me my refund back. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/06/2024

  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 recently ordered a part for my car that was listed incorrectly on their website.
  
  Upon paying an additional sum of $13.30 to return the product, I received just $4.00 in refund for the original $28.60 order.
  
  The package was opened, and the part was test fitted to the car. No damage was done, and the product was returned with the original packaging.
  
  I am willing to pay the return shipping costs.
  
  I would like to receive full compensation for the returned order.

  Business Response

  Date: 02/07/2024

  Hello, 

  Thank you for reaching out to us about the issues that you've had. I sincerely apologize. It is our policy to not refund the original shipping when an order is returned and a restocking fee is applied to all returns based on the date the order was shipped. When this was returned we did not know it was advertised incorrectly or missed it if paperwork was included in the box. 

  I have refunded you in full for this particular order, but fees would apply on the next order barring any extenuating circumstances. The amount refunded to you today will be $24.60

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:12/16/2023

  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 made an order on 11/09/2023 for an engine, they sent me a conformation for the order and for it to be delivered on 12/15/2023. On 11/11/2023 they emailed me thanking me for the order and that they "have me covered". I called today (12/15/2023) to see where it is at and they said they canceled it. Never sent me notice or anything that they canceled the order. They can send you email after email about specials and other junk but they can't call you or email you to say they want to cancel an order.

  Business Response

  Date: 12/19/2023

  Hello, 

  Thank you for reaching out to us. 

  I have looked into this and sincerely apologize for the miscommunication. This was a pricing error on JEGS.com and due the cost we were not able to honor the pricing. We did make every effort to notify every customer, but it with the volume of orders received, some did get unintentionally missed, again, we sincerely apologize for the inconvenience. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 12/19/2023

  
  
  
  
  Complaint: 21013431
  
  
  
  I am rejecting this response because: 
  
  I feel like this is a very poor response from the business, I understand that you can make mistakes and everyone does but what you do in response determines how you are as a company. Just saying "sorry" is about as bad of a response as no response. If you sold a part for over price are you going cancel it or send a refund? I'm guessing probably not. A good company would honor the price or give a coupon or something for their screw up. 
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/13/2023

  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.

  Jegs sent the wrong parts, then refunded me $30 less than what I paid. They sent part that did not fit the vehicle at all. Kept the shipping charge, then took the shipping cost of the returned item. Then have the nerve to charge a restocking fee.

  Business Response

  Date: 12/14/2023

  Hello, 

  Thank you for reaching out to us about your issue. I do see you've called in and spoke with someone to get the refunds you are asking for. 

  Thank you,

  JEGS Customer Care

• Initial Complaint

  Date:12/13/2023

  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 a part by mistake called to cancel the order was told they could not cancel it on sunday. So i called back monday with no responses. I recieved a email conformation after the call on monday. Tired to cancel order on my account profile and the order does not show up on it account. My card has been charge and i have not recieved a part and they have not cancel the order nor answer the phone.

  Business Response

  Date: 12/13/2023

  Hello, 

  Thank you for reaching out to us. I do show this order shipped 12/12 and is estimated to deliver to you today. ********* is your tracking number with R&L Carriers. 

  Thank you,

  Customer Answer

  Date: 12/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21000173
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/09/2023

  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.

  My order was placed on November 30, 2023. I received an email from Jegs confirming my order, stating it was in process, but got no tracking number. I continued to check the status on the site daily and it showed in process a week later. I contacted Jegs via their chat feature. I was told it was "delivered" Dec. 2. I never got an email stating that.. The rep contacted the manufacturer and requested the tracking number. I asked why wasn't the tracking number sent to me so I could be informed and was told, only Jegs could request it. He said he would check with FedEx and reach out to me. On Dec. 6 I get an email from Jegs stating my "order was on its way". Confused I reached out to Jegs again. This time I was told FedEx confirmed delivery and nothing could be done. I was out over $1,000 because Jegs does not insure orders or request a signature upon delivery. I asked about the tracking and it was then sent to me, then I asked about the recent email about my order and the man couldnt answer. I've contacted FedEx and they told me to reach out to the merchant. I called the 800 number and was hung up on, transferred, and apparently their systems were a mess. This is no way of doing business and customers are left losing money.

  Business Response

  Date: 12/11/2023

  Hello, 

  Thank you for reaching out, we are very sorry for any issues you may have had. 

  I did research your delivery and it does look like it shipped on 12/1 from Tuscon, and delivered to you in El Paso on 12/3. FedEx has confirmed that this did deliver to the correct address via GPS coordinates in the drives truck as well as visual queues from the photo they take coinsiding with google maps. Since this was a confirmed good delivery with FedEx, we would not be able to refund or reship this order. The next best steps for you to take are filing a police report for a stolen package and then filing a claim for loss with your homeowners insurance. 

  Thank you,

  JEGS Customer Care

  Customer Answer

  Date: 12/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20984267
  
  
  
  I am rejecting this response because: 
  Jegs failed to provide me with a tracking number when the order was shipped so that I could track my order and ensure it was physically received. Jegs' system failed to provide me, the customer, with an updated status on my order. Jegs' lack of communication after orders are placed is unacceptable. Why would my order say it was delivered December 3 but then I received an email from Jegs stating my order was on its way on December 6? I have filed a police report but filing with my home owners policy will mean they deduct the $1000 deductible from the claim. It was not my fault that Jegs first did not insure or offer insurance on an over $1,000 order or request a signature,  failed to provide me with a tracking number for me to make sure the package was physically received, and failed to update their system to show  the accurate status of my order.  This unfortunate situation would have been avoided had Jegs followed better business practices and had better customer service. 

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

  Business Response

  Date: 12/13/2023

  Hello, 

  I apologize you feel that way. We are, unfortunately, not responsible for packages that are stolen after they are delivered. I have added notes to you order so agents will know we can re-place the order for you at employee cost. 

  Thank you

  JEGS Customer Care

  Customer Answer

  Date: 12/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20984267
  
  
  
  I am rejecting this response because: 
  
  I would like a refund not a replacement at this point. I would not like to risk for this situation to repeat itself. 

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

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising 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 a motor on nov 9 for 1514.35 and they refuse to give me it as advertised. There stating that the payment didn’t go through but the loan was approved through affirm and that it was being processed through the merchant. I just want my product that I payed

  Business Response

  Date: 12/05/2023

  Hello, 

  Thank you for reaching out. I am sorry to hear about the issues you are having. Unfortunately, this order was placed for a product that was listed with a pricing error. We have canceled all orders for due to the system error we had. We do show this order declined your payment method and we are not holding any of your funds. 

  We sincerely apologize for the inconvenience
  
  Thank you,

  JEGS Customer Care