ComplaintsforSummit Racing Equipment

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summit racing is refusing to give me my money back. After sending back their item they are claiming they have not receive the item even though ***** delivered the item and it was sign for by someone there I need my refund. There are a bunch of scammers and frauds customer service is avoiding my calls and emails.

  

  Business response

  04/05/2024

  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our company’s mission. 

  As conspicuously stated on stated on our website: 

  When will I get my refund?
  
  
  
  Refund Time Estimates
  It will take a few days to process your refund. It depends on the type of return you are doing. The table below gives a few time estimates, based on the type of return.
  
  Type of Return Time to Refund Notes
  Return of Unused Parts 7 - 10 days Refund issued after the return is processed and accepted.
  Core, Warranty Returns 10 days or more Depends on the situation. Pending inspection and approval.
  Canceled Orders 3 - 5 days If canceled before the order ships.
  **You will receive an email notification when your refund is issued.**
  Notes
  Stated times are estimates only. Individual experiences may vary.
  The stated time starts when we receive your return at one of our facilities. Transit time is NOT included.
  Time estimates are in business days.
  Business days are Monday - Friday, excluding national holidays.
  If required, Return Shipping Costs and Restocking Fees may be deducted from the amount of your refund.
  In accordance with state and local laws, sales tax charged on Core Value may be non-refundable.

  Your return was processed on 4/3/24 and your refund to ****** was completed on 4/4/24. This was completed within the time frames stipulated within our stated return terms stated on our website in our help center. 

  We apologize for any inconvenience this may have caused you. We appreciate your business and look forward to serving you again in the future. 

  Customer response

  04/09/2024

   I am rejecting this response because:
  I am aware of what your refund policy is. And 8 days after you accepted my return and provided proof of acceptance your customer rep ****** lied to me a customer and provided false information that my return was not received. The only reason I received my refund was because of this complaint. Summit racing deliberately try to missed lead a customer to steal their money. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 9th *************************************************** the wrong one. I received the product on February 16th. I contacted Summit regarding this problem and was supposedly resolved on Mar 6. However, as of Mar. 22 I have neither received the correct part nor has anyone picked up the wrong part. I have contacted them twice and get the runaround. The response I have received from them has not been backed up with any action.

  

  Business response

  03/29/2024

  Thank you for affording us the opportunity to respond to you. Feedback from our customers plays a very important role in our companys mission. We apologize for the inconvenience with your order. After reviewing your order, we were able to determine you had contacted us with a part number and our representative confirmed the make and model was for your vehicle, except there were two different options for your particular application. The wrong part was indeed shipped. 

  We confirmed via phone call that the first product had been picked up. It does take a longer period of time due to the fact that the part is shipped via truck freight and not through conventional freight. In addition, we placed another order for the correct part. The item was on back order with the manufacturer. It has since come in and shipped to you on 3/25/24 directly from their facility. The tracking information shows the item being out for delivery today. You also confirmed that the freight carrier had indeed been in contact with you to confirm this information. 

  Once again, we apologize for any inconvenience this matter may have caused you. 

  Customer response

  04/02/2024

   I am rejecting this response because:
  Summit racing kept me waiting for critical repair parts for two months.  I have been effectively stranded for this time period.  During this time I contacted Summit Racing on no less than two occasions and both times no help was forthcoming.  They did nothing, as far as I can tell, until I filed a complaint with the BBB.  Exactly three days later I finally received a positive response.   I now have my parts that I have been waiting for but not before I filled a complaint.  Clearly nothing would have been done still had I not filled a complaint.  Therefore, I find any response from Summit Racing to little to late.
  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased part # ****************, Summit Racing Pro LS Forged Pistons, on order number ******* from Summit Racing. We needed to exchange the item for the correct item and was issued RMA # *******-***. We used the Summit provided return label from UPS (tracking # ******************). The package with the return label was handed to a UPS driver at the parts counter during their regular pick up at Billion Automotive at **** * **** **, ***** *****, ** ****** on 12/6/23. The package was never scanned by UPS or delivered to Summit Racing. After working with the local UPS facility, I contacted UPS customer service on 01/23/24 (chat transcript attached). The UPS agent, ***** *, advised that we would need to open an investigation & that "No worries we will take full responsibility of your refund in the event that the package is nowhere to be found.". I then tried to open an investigation with UPS directly on 01/23/24 & was advised that Summit Racing is considered the shipper since they issued the label and that it was best to have Summit open the investigation. I contacted Summit Racing again via the text message customer service (copies attached) on 01/24/24 & advised the agent of what UPS had advised us. The Summit agent then stated that they had filed the shipping claim & that it would take 1 - 2 weeks to be completed (transcript of that statement attached). Summit Racing then sent us an email (email chain attached) on 01/30/24 stating that they would not be able to file a shipping claim on our behalf as the package was not scanned by UPS. I responded to the email & again advised the agent that this is the action that UPS advised us to take and that they stated that they would refund the claim. After Summit refused to proceed with the shipping claim, we attempted to open a claim ourselves and were advised by UPS that the claim needed to be filed by 01/27/24. If Summit followed through as stated on 1/24/24, UPS would have paid the claim per their notes.

  

  Business response

  02/14/2024

  We have had a conversation with the customer and reached an amicable resolution to the matter. 

  Customer response

  02/15/2024

  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.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order parts by phone and was assured they were in stock and going to be in my hands in 2 days. Supposed to come from CA to CA.They sent me wrong parts and delayed shipping the right parts!3rd time contacting them because they tried to send wrong parts again!5 days later and just now receiving a shipping confirmation.

  

  Business response

  02/02/2024

  We have been in contact with the consumer and discussed the matter and came to an amicable resolution. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted the Sumit via email and we have corresponded for months with customer service (many different agents), They continued to give me the run around and now the do not respond at all. The wrong exhaust pipes came and I need the right ones to finish the job for this elderly friend. They have offered no suggestions on how to make the order right.

  

  Business response

  02/02/2024

  We are currently in communication with the customer attempting to resolve the matter and are currently awaiting return information from him in order to conclude this issue. 

  The components the customer is stating he is missing do not come with the kit he currently has in his possession. The detailed parts list of components that come with the kit he currently has have been provided to him. This purchase was originally made via our website back on 12/4/22. 

  There is a header back kit (which is the one the customer chose and ordered) and a manifold back kit. It appears the wrong kit was ordered. We will work with him to resolve the issue. He has stated that he would provide us with additional information to help in determining the right kit early next week. 

  Customer response

  02/13/2024

  The Agent "Bill" from Summit has been in contact. We are currently exchanging information and the representative believes the product may have been mis-boxed. It seems at this point that Summit and its representative are willing to work towards a resolution. The email from Summits representative is pasted below.

  ****,
  From looking at the pictures and what you've stated, it appears it should have included 2 of the 199494 tailpipe extensions, instead of 1, like the instructions state.
  Here is a list of the parts that are supposed to come in that kit. Please let me know exactly what is missing.
  I have a feeling it was mis-boxed. We may be able to only send you the missing pipes, but we can send another complete kit is need be

  .Thank you,
  
  ****
  Customer Support Team Leader
  
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reward points dissappearing, one of my friends bought a lot of parts from summit and had several thousand reward points ,he checked them later and they were gone,when he ask about it they told him that they thought it bwas a gift back to the store employee,they were reinstated and I was told to watch out for this,Well I got minev reduced in december so wonder if I need to go to the store in ***** to get this figured out? One of my other friends that used to work there said that stealing customers reward point is a big problem at that store,my points are not very much 750 or so but now they are 3 or 4 hundred? I shop there alot and was just wondering if this is standard procedure or you care about this .thx

  

  Business response

  01/19/2024

  We have been in contact with the consumer and gone over the information he had questions about. The information below is also conspicuously stated on our website and on printed flyers in our retail locations. The points are not being stolen they convert to what we refer as Summit bucks. In addition, most of the consumers recent purchases have been in our outlet center and since those items are already heavily discounted, they do not earn additional speed points.
  
  
  What are Speed Points?
  Overview of Our Speed Points Program
  You collect Speed Points every time you make a product purchase in one of our Retail Stores.
  When you accumulate 500 Speed Points, you are rewarded with 15 Summit Bucksto spend!
  1 dollar = 1 speed point
  500 Speed Points = 15 Summit Bucks
  How do I check my balance?
  You can get your current Speed Point balance by looking on your most recent retail invoice or you can Contact Us.
  Notes
  Speed Points reset to zero after you earn your Summit Bucks reward.
  Speed Points are not awarded for the purchase of gift cards.
  Speed Points are not awarded for the purchase of Scratch and Dent or ****************** merchandise.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order ******* on 01/06/24. When I noticed it had not shipped I called the order was being held for verification. I called did my verification and requested a signed upon delivery. A week later when it had not arrived I called to check status. I was told it was delivered. I explained I was not home on the day they claimed it was delivered nor did I sign for it. A supervisor agreed to pull the signature and send me a copy she called the following day and said she would email it to me but she thought it looked kinda funny. I have yet to get a copy. UPS says it was driver signed and left at the address

  

  Business response

  01/19/2024

  This was a first time order. The sold to and ship to information was different addresses. The customer requested a signature for delivery. We complied with the request. The package was being shipped to an apartment. Tracking information shows the package was delivered and signed for. Delivery confirmation is attached. This information was provided via email to both the email address that was provided to us for the order as well as the email address that was provided via this complaint. 

  We once again reached out to the customer and have reached an amicable resolution. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to purchase from this company. After declines because the companies program was not working an somehow was changing my expiration date an after two days of talking to the bank an talking to the company. The company figured out what happened on there end. After it going through the company wanted us to verify that it was really me an asked me to send my Credit card front an back with my driver license front and back over my email. Yeah right not happening. What company in there right mind ask you to do that!!! If anyone uses this company and this happens "DO NOT allow this"!I even called my bank an asked the fraud department what they think and he told me NO that is not okay!! DONT DO IT!

  

  Business response

  01/11/2024

  We have been in contact with the customer and the person who filed the actual claim and provided a detailed account of what transpired and the reasons for the actions that were taken. We have been able to reach an amicable resolution and look forward to serving them again. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased four steel rims for our 2012 Honda CR-V a year ago under a two year warranty. After several trips to a tire repair shop, it was discovered that one rime had a hole/crack and leaked air. The Summit customer support requested ********** back and they would send us a shipping label to cut the shipping cost. They never sent a label. after sending several emails about the label, they switched me to another customer support person who wanted photos. I sent photos and never received any follow up by them. I made one final correspondence for a reply and have not heard anything back. At this point I want a full refund for the rims plus the cost of shipping their rims back.

  

  Business response

  12/11/2023

  We have reached out to the customer and have reached an amicable resolution. 

  Customer response

  12/12/2023

   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.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a carburetor gasket on 11/18/23. Email said be delivered 11/22. Then got an email said would be 11/25. Next day 11/19 I place another order for throttle brackets Said would be delivered 11/25. They were. Still no sign of gasket, made 2 attempts to contact customer service. Still no word, or product. I am out money. I hope it was worth it to lose a customer over a $40 gasket. Seems today company's don't care, just about the money, and the bbb couldn't care less. Will never hear from either the bbb or summit. Beware people, they want your money, and want to do absolutely nothing in return

  

  Business response

  11/28/2023

  The package was delivered yesterday at 4:27pm via ****. 

   

  Tracking Number:
  **********************
  Copy Add to Informed Delivery
  Latest Update
  Your item was delivered in or at the mailbox at 4:27 pm on November 27, 2023 in ***** ****** ** *****.
  
  Get More Out of **** Tracking:
  **** Tracking Plus®
  Delivered
  Delivered, In/At Mailbox
  ***** ****** ** ***** 
  November 27, 2023, 4:27 pm
  See All Tracking History
  What Do **** Tracking Statuses Mean?

  Customer response

  12/01/2023

   I am rejecting this response because:
  
  Still, customer service did not respond at all. Got an email package was delivered 3 days late, was home all day and still no package. Gave up on summit and the bbb, so I am out the money for my order.  The same day I received an email package was delivered,  ordered dame product from ******,  and was at the door the next morning. Seems summit sent it by way of the post office, which explains why my order never arrived. I will never buy anything from summit again!!!! Their customer service is the worst I ever experienced!!!

  

  Business response

  12/08/2023

  As seen below, our service representatives did answer Mr. *****. The package was shipped via USPS and was delivered the same day he filed a complaint regarding the transit time. The Thanksgiving holiday also fell within the timerame.  The consumer did not pay for any type of expedited shipping.  

  The package was not late and our representatives did answer him. 

   

  From: SRE Prod Email <************************>;
  Received: Fri Dec 01 2023 19:17:44 GMT-0500 (Eastern Standard Time)
  To: ***** **** <*********************>;
  Subject: ***-******-****  Usps sucks ***********
  
  Hi *****, 
  
  
  This order was place for ground shipping. Ground shipping out of Texas is 2-3 business days. The order shipped out on the 21st, and delivered on the 27th. This is within the given time frame. The package was not late. I can help you with a return if you would no longer want the parts. 
  
  
  Thank you, 
  
  
  *****
  Customer Service 
  SummitRacing.com

  Customer response

  12/12/2023

  Regardless what summit says, the day the part supposedly was delivered is when I responded to the bbb message. As I stated in that message, I got an email that the part was delivered.  But as I also stated, I received nothing! Post office may have delivered,  but not to my address.  I don't know who is in charge of this? I got an email yesterday from the bbb that this matter was closed. I considered that the day I initially filed a complaint. Yet I had to order same part elsewhere,  and I am still out $40 plus s&h. Now summit will argue, and the bbb will do nothing, so lesson learned. The bbb is useless and I will never do business with summit ever again. I want the bbb and summit to never contact me ever again. That is worth the $40.

*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. ↩