As conspicuously stated in both our print catalog as well as our website, out Beat-A-Price Policy does state that advertised price includes all shipping and handling, or any other "to-the-door" costs our competitors may add. Someone may offer a lower price on a product, but add a shipping cost...
that would result in a higher overall cost of the product delivered to the door. Below is a copy of both our Beat-A-Price policy and our free shipping criteria. Both policies have been in place and are part of our everyday business transactions. "We'll beat any advertised price on an In-Stock product (with proof of the advertised price) if the part is In-Stock at the advertised location."**Advertised price includes all shipping, handling, or any other "to-the-door" costs.**This policy DOES NOT apply to:Typographical errors.Products in an online auction.Closeouts.Damaged or "Open Box" items.Discontinued, clearance, or liquidation items.Refurbished or used products from a second-hand seller.Wholesale, membership, or club pricing.A competitor's price that results from a price match What shipping options are available in the United States?We offer several shipping options to get your parts, to your door, as quickly as possible!Standard Ground ShippingCost = FREE!Ships the same day, if ordered before 10:00pm EST.Will arrive in 1-2 business days (in most areas).2 Day Air ShippingCost = $15.00 per 18 lbs.Ships the same day, if ordered before 10:00pm EST.Guaranteed delivery in 2 business days.Follow this link for more information on 2nd Day Air Shipping.Next Day Air ShippingCost = $25.00 per 18 lbs.Ships the same day, if ordered before 7:00pm EST.Guaranteed delivery on the next business day.Follow this link for more information on Next Day Air Shipping. ** All domestic orders are subject to a Handling Fee. **Notes"Domestic" shipping refers to any delivery address in the 48 contiguous United States.Any order placed after the cut-off time for same day shipping will be shipped the following business day.Business days are Monday - Friday, excluding national holidays.The "Same Day" shipping guarantee only applies to parts that are in stock at one of our locations.Some shipments may be subject to Additional Fees, based on weight, size, contents, delivery time or location.Complete shipping times and cost will be provided during the checkout process, before we ask for any payment details.Handling Fee Answer ID [redacted] | Published 03/29/2002 04:01 PM | Updated 07/06/2017 01:49 PM All orders shipped inside the 48 contiguous United States are subject to a Handling Fee.Order Sub-TotalHandling Fee$0.01 - $24.99$6.95$25.00 - $98.99$9.95$99.00 and upFREE!NotesOrders shipped to Hawaii, Alaska, Puerto Rico, U.S. Territories, Canada, and all other foreign countries are excluded.The Handling Fee is non-refundable.The Handling Fee is based on the order sub-total.Taxes, Expedited Shipping, and other Additional Fees are not included as part of the order subtotal. Additional Shipping Fees Answer ID [redacted] | Published 06/27/2016 04:55 PM | Updated 07/03/2017 12:29 PM When applicable, the following fees will be charged in addition to any shipping and/or handling fees that may apply to your order.Saturday Delivery FeeOnly available with Next Day Air shipping.Next Day Air shipping charge + $18.95Saturday Delivery guarantees a part ordered after 7:00 pm EST on Thursday, and before 7:00 pm EST on Friday, will be delivered by 3:30 pm on Saturday.Follow this link for more about Saturday Delivery.Oversize FeeCharges range from $8.00 to $55.00 depending on the item that you order.This fee will be charged to items that meet one or more of the following criteria:Weight over 70 lbs.A box 60 inches in length or more2 of the 3 box dimensions equal 30 inches or moreNot shipped in a box (tires, some exhaust tubing, etc.) Generally, the larger and heavier an item is, the greater the oversize fee will be.Hazardous Materials Fee$27.50Due to additional processing for hazardous materials, certain items will be charged the HazMat Fee.Some hazardous materials are not charged the HazMat fee, but are restricted to Ground Shipping Only.Some National, State and/or Local laws prohibit the sale or transportation of certain products.Our website will not complete an order for an item that is prohibited in your area. **We cannot ship hazardous materials on orders shipped internationally.**Truck FreightTruck Freight Fees are charged for items that are too large or too heavy for regular ground service, as indicated online and in our catalogs.Truck Freight will be charged when you place your order.Follow this link for more about Truck Freight.Air FreightAir Freight Shipping is for international shipments containing items that are too large or too heavy for other shipping methods. (Usually over 100 lbs.)Large volume international orders may also be shipped by Air Freight.Items will be delivered to the nearest airport and you will be contacted to pick-up your order.Duty and Tax will be charged by the carrier at the time of pick-up
Refund processes are the same for all businesses, they aren't instantaneous, it has already been electronically submitted, the time frame which we state is due to the variance of consumers banking institutions timeframes in which they post refunds.
I am rejecting this response because: Your statement is false. I have received INSTANTANEOUS refunds from a number of different companies. The INITIAL problem was that my card was charged when I "insistently" told Logan to NOT charge my card. The second problem was that I was told by Logan that he would contact me within 24 hours to give me the information I needed. He didn't call. Sunday I called to inquire and I was told by a different person that he would call me tomorrow. He finally called, gave me the information that I needed and then told him to "forget it" I'll order the items from someone else. (I ordered the items from [redacted] AND I got them cheaper) That was Monday when I last talked with Logan. Then Thursday of that same week, I receive an email from Summit Racing that my refund is on it's way. Please wait 5-7 days for the refund to post to your account. It's funny, when I order something, Summit Racing gets my money IMMEDIATELY but I have to wait 5-7 days to get a credit issued to my account. This is not my first time buying something online, but it IS the first time I had to wait 5-7 days to get a refund credited to my account. It's obvious you need to retrain Logan. Teach him better skills to "listen" to the customer and to fulfill the customers wants and needs. In closing, I have received the refund and my account has been credited AND I won't be doing business with Summit Racing.....ever again. I consider this matter closed and I don't want to receive any further contact on this matter. Thank you.
Initial Business Response /* (1000, 5, 2015/11/20) */
We have attempted to contact Mr. S[redacted] numerous times and have left several messages requesting a return call. To date, Mr. S[redacted] has not responded to us.
I am rejecting this response because:On 9/27/17 I had received a email from [redacted] At Summit Racing offering me the battery for $123.99. At the time I was out of the country. I emailed [redacted] today, 10/7/17, that I will accept his offer of purchasing the battery for $123.99. I am awaiting his reply on how to order the battery.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2016/04/27) */
We have been in contact with the customer and were able to provide a viable solution to the situation.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Summit...
Racing contacted me directly and was very polite and honest in doing so. They took the time to inform me why the required parts kits were no longer available due to a merger between two companies outside of Summit Racing's control.
From the discussion with the Summit representative, it seemed that a newer set of instruction with an alternate adjustment method was intended to be uploaded to the website to replace the outdated instructions that called out the problematic parts kits. However, the new instructions didnt get added onto the site, so just a minor glitch on their part. The Summit representative emailed me the new instructions directly that allow the use of different sized SAE hex wrenches to set the timing advance. The new instructions outline what size wrench corresponds to X degrees of timing advance. This is a perfectly viable solution. In addition, the representative was also honest enough to offer a full refund to get a different brand product should I find the hex key solution unsatisfactory.
I will be trying the hex wrench solution within a day or two, but should have no issues using that method as I already have a full set of hex wrenches. I accept the resolution from Summit and appreciate their honesty in admitting/understanding that this is an actual problem that justified a resolution outside of their standard customer service policy. Summit was timely in their response and the individual that contacted me was very polite. He also made sure that this general issue is brought to the attention of customer service representatives should anyone else call in with the same issue (the adjustment kits are not solely used on Summit brand distributors, so others may be affected in the same way).
In closing, thank you Summit for your time involved in handling this matter and thank you for your honest response. I respect your customer service as a whole and will continue to do business with them.
Initial Business Response /* (1000, 5, 2016/05/23) */
We have left several voice mails for Mr. W[redacted] in an attempt to speak with him regarding this matter. To date, he has yet to return any of our calls.
On May 5th, the customer was informed he could send the product back for a refund despite...
the fact the tires had already been mounted and run. These are a bias ply specialty tire specifically designed for certain applications.
The price of the tires was $322, we paid for the shipping to him. We will gladly refund the price of the tires upon their return. Return shipping cost is the customer's responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the rules of eBay "If there's a problem with an item, the seller is responsible for paying return shipping costs." These tires are defective. I had to drive with the steering wheel turned 45 degrees to travel straight down the road. I have already paid $64 to have these defective tires mounted and balanced, then to have them removed and have my old tires remounted and balanced. That's the better part of 3 days income for me on disability. I cannot afford to ship something this heavy.I cannot find a box big enough anyway. All I ask is for Summit Racing to contact FedEx and have them come around and pick these tires up and I will make arrangements to be here.
Final Business Response /* (4000, 12, 2016/06/07) */
We have left another message requesting a return call from the customer. No further actions will be taken until we can speak with him directly.
Final Consumer Response /* (4200, 14, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no reliable phone service to speak of. There is no reason this cannot be handled via email. If this matter is not resolved in the near future I will be filing a civil law suit asking for a refund, court costs, interest, and punitive damages totaling $8000.00. I will also slam Summit Racing on social media and also throughout the classic car hobby community. I wish to state, as a matter of record, that I am beyond angry about this. It is extremely deplorable that Summit Racing would treat a customer so poorly especially after spending thousands of dollars there over many, many years. This is a crooked company. If you will check their eBay feedback you will see that they have SEVERAL HUNDRED NEGATIVE FEEDBACKS in the past twelve months alone. My feedback on the other hand is 100% positive. It is crystal clear to so which party to believe in this dispute.
Initial Business Response /* (1000, 5, 2016/04/22) */
We have been in contact with the consumer and the issue has been resolved.
We received a follow up email from her indicating she would be updating her complaint submission.
Initial Consumer Rebuttal /* (2000, 8, 2016/04/25) */
I would...
like to add that a rep contacted me and resolved the issue. They expedited the order to meet the delivery date I was given. I would like to close this complaint.
We have been in contact with Mr. [redacted] and have come to a mutually agreed upon resolution. Please note that within the full description of the part and the notes at the bottom, which are supplied by the actual manufacturer aluminized bent tubing is used as well as stainless steel. Many of the...
manufacturers of exhaust systems used different grades of stainless steel. The higher the quality grade of stainless steel, the higher the price. While stainless steel is less susceptible to a certain extent in regards to rust and oxidation, it occasionally does take place, especially in areas where snow, salt and other chemicals are used to de-ice roads. Mr. [redacted] is located in PA where these conditions are common during the winter.
Initial Business Response /* (1000, 5, 2016/02/18) */
We have been in contact with the customer regarding this matter and have reached an agreeable solution.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
After multiple calls to summit customer service they insisted there was nothing they would be able to do. After receiving the Revdex.com complaint I received an email offer for roughly half off the price of the brake lines, or have half the price of the brake lines refunded. I did not reply to the email fr summit. Later, a summit customer service representative called. The guy told me they did nothing wrong and I should take the deal they were offering. I let him know I was not ok with the half off offer and that I priced the brake lines at a local offroad store for the same half off price. He was very rude and assured me that the I could not find the brake lines for that price, even though I have a printed quote with the same part numbers. I told him I'd rather buy the brake lines from the local shop if I had to buy them and he can keep his offer because I do not agree with it. After some rude comments from the service rep, he told me they would do this one time and send the brake lines at no cost. He even told me I should have read the notes on their add online where it said "stock brake lines are used, kit only includes brake line relocation brackets". That note on their add was added after my complaint and he risky tried to use it against me and he argued he was right. I let him know I have screen shots of their add and the page printed out from my original purchases that have no notes. Summit deceived me on original purchase and rather than making things right I had to go through several calls with rude representatives and even them changing the add online and trying to lie to me then to say they aren't at fault and I should have read the note on the add. I hope that they use this ordeal as a learning experience to improve customer service and conduct honest business.
Initial Business Response /* (1000, 5, 2015/12/18) */
We have been in contact with the customer and an agreement has been reached.
Our return policy is clearly stated in both our print catalog as well as on our website.
Initial Business Response /* (1000, 5, 2016/02/15) */
We apologize for the inconvenience. Unbeknownst to us, one of the parts on the order was no longer available from the manufacturer. Immediately upon learning of this information, an email was sent to the customer informing him of the situation....
He later contacted us to let us now he no longer wanted the second item on the order that had already been shipped. This item, due to the dimensional sizing set forth by the shipping carriers, has an oversize fee of $19.00. We had the product that had been shipped already redirected back to our facility and processed a refund as requested.
We electronically submitted a full refund of $274.96 back to Mr. K[redacted]'s credit card on February 9, 2016. The posting of refunds is entirely up to each individual banking institution, we have found traditionally that most take 2-7 business days, which is what we informed the customer.
I am rejecting this response because:
Clearly states on catalog free shipping on orders over $100. If you cant truly compete in price matching why bother trying. Rock gave me a 5% discount code for being a returning customer, and well that covered shipping. Sorry you can't or don't want to participate in bringing the lowest price auto parts to the public. Not to worry I wont be bothering your sales line anymore! Jeff M[redacted]
Initial Business Response /* (1000, 5, 2016/06/15) */
A refund of 91.94 was in process of going back to the paypal account on 6/3/16. The customer put a dispute in with paypal for the full amount of the charge which included merchandise that was already received.
The refund was rejected by...
paypal since it was for a partial refund of $91.94 instead of the full amount of $307.85 that the customer was asking paypal for. The customer closed the dispute with paypal on 6/14 and Summit was able to process the refund for 91.94 at that time to paypal. Paypal refund # [redacted]
The post cards we send out state a refund has been applied, it does not state a specific payment method such as MasterCard as the customer indicates.
Initial Consumer Rebuttal /* (2000, 8, 2016/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted their refund and if had been sent in a timely manner or if they had returned an answer to my emails all of this could have been avoided. I still will never do business with them again due to their speed to react and respond to emails and calls. It was my money they were playing with.
We have confirmed with the carrier that the package was indeed delivered late. We sincerely apologize for the inconvenience. The customer had already been in contact with our Customer Service department who issued a refund for the $25.00 flat rate Next Day Air fee. The $9.95 handling is not...
associated with the Next Day Air fee. A total refund of $25.00 was processed on 7/13/17. Once again, our apologies for the delay in delivery of the package in question.
We have been in contact with the customer and have come to a mutual resolution regarding this matter. This product was ordered via our website. The product is not vehicle specific as the customer claims in his complaint. We also ran the phone number through our system and found no recorded...
calls of this transaction or any prior to leading up to the date in which the customer ordered the rims. We place a very visible red attention sticker on each wheel that is shipped from our facility. It states "Attention! Before mounting any tires on these wheels, check for fit on your car. IF YOU MOUNT THEM, YOU OWN THEM!"Due to the large amount of variances in backspacing and offsets of rims, clearances must be checked first if using anything other than the factory rim that comes on the vehicle. This is why the stickers are put on each box. The customer acknowledged seeing the sticker, but did not adhere to the notification.
Initial Business Response /* (1000, 5, 2016/04/05) */
We have been in contact with the customer and apologized for the inconvenience. This order was actually placed at 6:49pm EST on 4/1/16, not at 10:30 as noted.
All orders placed Monday - Friday before 10pm EST are shipped the same day once...
the credit card verification process is cleared. The order had already shipped when we were contacted about adding to the order. The customer placed an entire second order and we have issued a return label to bring the first order back for a refund. We have reviewed the matter internally with our representative as well.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company apologized and told me the initial credit I requested should have been handled as a courtesy. As well as the issued a gift card more then making up for the difference.
We have been in contact with the customer and the issue has been resolved.
As conspicuously stated in both our print catalog as well as our website, out Beat-A-Price Policy does state that advertised price includes all shipping and handling, or any other "to-the-door" costs our competitors may add. Someone may offer a lower price on a product, but add a shipping cost...
that would result in a higher overall cost of the product delivered to the door. Below is a copy of both our Beat-A-Price policy and our free shipping criteria. Both policies have been in place and are part of our everyday business transactions. "We'll beat any advertised price on an In-Stock product (with proof of the advertised price) if the part is In-Stock at the advertised location."**Advertised price includes all shipping, handling, or any other "to-the-door" costs.**This policy DOES NOT apply to:Typographical errors.Products in an online auction.Closeouts.Damaged or "Open Box" items.Discontinued, clearance, or liquidation items.Refurbished or used products from a second-hand seller.Wholesale, membership, or club pricing.A competitor's price that results from a price match What shipping options are available in the United States?We offer several shipping options to get your parts, to your door, as quickly as possible!Standard Ground ShippingCost = FREE!Ships the same day, if ordered before 10:00pm EST.Will arrive in 1-2 business days (in most areas).2 Day Air ShippingCost = $15.00 per 18 lbs.Ships the same day, if ordered before 10:00pm EST.Guaranteed delivery in 2 business days.Follow this link for more information on 2nd Day Air Shipping.Next Day Air ShippingCost = $25.00 per 18 lbs.Ships the same day, if ordered before 7:00pm EST.Guaranteed delivery on the next business day.Follow this link for more information on Next Day Air Shipping. ** All domestic orders are subject to a Handling Fee. **Notes"Domestic" shipping refers to any delivery address in the 48 contiguous United States.Any order placed after the cut-off time for same day shipping will be shipped the following business day.Business days are Monday - Friday, excluding national holidays.The "Same Day" shipping guarantee only applies to parts that are in stock at one of our locations.Some shipments may be subject to Additional Fees, based on weight, size, contents, delivery time or location.Complete shipping times and cost will be provided during the checkout process, before we ask for any payment details.Handling Fee Answer ID [redacted] | Published 03/29/2002 04:01 PM | Updated 07/06/2017 01:49 PM All orders shipped inside the 48 contiguous United States are subject to a Handling Fee.Order Sub-TotalHandling Fee$0.01 - $24.99$6.95$25.00 - $98.99$9.95$99.00 and upFREE!NotesOrders shipped to Hawaii, Alaska, Puerto Rico, U.S. Territories, Canada, and all other foreign countries are excluded.The Handling Fee is non-refundable.The Handling Fee is based on the order sub-total.Taxes, Expedited Shipping, and other Additional Fees are not included as part of the order subtotal. Additional Shipping Fees Answer ID [redacted] | Published 06/27/2016 04:55 PM | Updated 07/03/2017 12:29 PM When applicable, the following fees will be charged in addition to any shipping and/or handling fees that may apply to your order.Saturday Delivery FeeOnly available with Next Day Air shipping.Next Day Air shipping charge + $18.95Saturday Delivery guarantees a part ordered after 7:00 pm EST on Thursday, and before 7:00 pm EST on Friday, will be delivered by 3:30 pm on Saturday.Follow this link for more about Saturday Delivery.Oversize FeeCharges range from $8.00 to $55.00 depending on the item that you order.This fee will be charged to items that meet one or more of the following criteria:Weight over 70 lbs.A box 60 inches in length or more2 of the 3 box dimensions equal 30 inches or moreNot shipped in a box (tires, some exhaust tubing, etc.) Generally, the larger and heavier an item is, the greater the oversize fee will be.Hazardous Materials Fee$27.50Due to additional processing for hazardous materials, certain items will be charged the HazMat Fee.Some hazardous materials are not charged the HazMat fee, but are restricted to Ground Shipping Only.Some National, State and/or Local laws prohibit the sale or transportation of certain products.Our website will not complete an order for an item that is prohibited in your area. **We cannot ship hazardous materials on orders shipped internationally.**Truck FreightTruck Freight Fees are charged for items that are too large or too heavy for regular ground service, as indicated online and in our catalogs.Truck Freight will be charged when you place your order.Follow this link for more about Truck Freight.Air FreightAir Freight Shipping is for international shipments containing items that are too large or too heavy for other shipping methods. (Usually over 100 lbs.)Large volume international orders may also be shipped by Air Freight.Items will be delivered to the nearest airport and you will be contacted to pick-up your order.Duty and Tax will be charged by the carrier at the time of pick-up
Refund processes are the same for all businesses, they aren't instantaneous, it has already been electronically submitted, the time frame which we state is due to the variance of consumers banking institutions timeframes in which they post refunds.
I am rejecting this response because: Your statement is false. I have received INSTANTANEOUS refunds from a number of different companies. The INITIAL problem was that my card was charged when I "insistently" told Logan to NOT charge my card. The second problem was that I was told by Logan that he would contact me within 24 hours to give me the information I needed. He didn't call. Sunday I called to inquire and I was told by a different person that he would call me tomorrow. He finally called, gave me the information that I needed and then told him to "forget it" I'll order the items from someone else. (I ordered the items from [redacted] AND I got them cheaper) That was Monday when I last talked with Logan. Then Thursday of that same week, I receive an email from Summit Racing that my refund is on it's way. Please wait 5-7 days for the refund to post to your account. It's funny, when I order something, Summit Racing gets my money IMMEDIATELY but I have to wait 5-7 days to get a credit issued to my account. This is not my first time buying something online, but it IS the first time I had to wait 5-7 days to get a refund credited to my account. It's obvious you need to retrain Logan. Teach him better skills to "listen" to the customer and to fulfill the customers wants and needs. In closing, I have received the refund and my account has been credited AND I won't be doing business with Summit Racing.....ever again. I consider this matter closed and I don't want to receive any further contact on this matter. Thank you.
Initial Business Response /* (1000, 5, 2015/11/20) */
We have attempted to contact Mr. S[redacted] numerous times and have left several messages requesting a return call. To date, Mr. S[redacted] has not responded to us.
I am rejecting this response because:On 9/27/17 I had received a email from [redacted] At Summit Racing offering me the battery for $123.99. At the time I was out of the country. I emailed [redacted] today, 10/7/17, that I will accept his offer of purchasing the battery for $123.99. I am awaiting his reply on how to order the battery.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2016/04/27) */
We have been in contact with the customer and were able to provide a viable solution to the situation.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Summit...
Racing contacted me directly and was very polite and honest in doing so. They took the time to inform me why the required parts kits were no longer available due to a merger between two companies outside of Summit Racing's control.
From the discussion with the Summit representative, it seemed that a newer set of instruction with an alternate adjustment method was intended to be uploaded to the website to replace the outdated instructions that called out the problematic parts kits. However, the new instructions didnt get added onto the site, so just a minor glitch on their part. The Summit representative emailed me the new instructions directly that allow the use of different sized SAE hex wrenches to set the timing advance. The new instructions outline what size wrench corresponds to X degrees of timing advance. This is a perfectly viable solution. In addition, the representative was also honest enough to offer a full refund to get a different brand product should I find the hex key solution unsatisfactory.
I will be trying the hex wrench solution within a day or two, but should have no issues using that method as I already have a full set of hex wrenches. I accept the resolution from Summit and appreciate their honesty in admitting/understanding that this is an actual problem that justified a resolution outside of their standard customer service policy. Summit was timely in their response and the individual that contacted me was very polite. He also made sure that this general issue is brought to the attention of customer service representatives should anyone else call in with the same issue (the adjustment kits are not solely used on Summit brand distributors, so others may be affected in the same way).
In closing, thank you Summit for your time involved in handling this matter and thank you for your honest response. I respect your customer service as a whole and will continue to do business with them.
Initial Business Response /* (1000, 5, 2016/05/23) */
We have left several voice mails for Mr. W[redacted] in an attempt to speak with him regarding this matter. To date, he has yet to return any of our calls.
On May 5th, the customer was informed he could send the product back for a refund despite...
the fact the tires had already been mounted and run. These are a bias ply specialty tire specifically designed for certain applications.
The price of the tires was $322, we paid for the shipping to him. We will gladly refund the price of the tires upon their return. Return shipping cost is the customer's responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the rules of eBay "If there's a problem with an item, the seller is responsible for paying return shipping costs." These tires are defective. I had to drive with the steering wheel turned 45 degrees to travel straight down the road. I have already paid $64 to have these defective tires mounted and balanced, then to have them removed and have my old tires remounted and balanced. That's the better part of 3 days income for me on disability. I cannot afford to ship something this heavy.I cannot find a box big enough anyway. All I ask is for Summit Racing to contact FedEx and have them come around and pick these tires up and I will make arrangements to be here.
Final Business Response /* (4000, 12, 2016/06/07) */
We have left another message requesting a return call from the customer. No further actions will be taken until we can speak with him directly.
Final Consumer Response /* (4200, 14, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no reliable phone service to speak of. There is no reason this cannot be handled via email. If this matter is not resolved in the near future I will be filing a civil law suit asking for a refund, court costs, interest, and punitive damages totaling $8000.00. I will also slam Summit Racing on social media and also throughout the classic car hobby community. I wish to state, as a matter of record, that I am beyond angry about this. It is extremely deplorable that Summit Racing would treat a customer so poorly especially after spending thousands of dollars there over many, many years. This is a crooked company. If you will check their eBay feedback you will see that they have SEVERAL HUNDRED NEGATIVE FEEDBACKS in the past twelve months alone. My feedback on the other hand is 100% positive. It is crystal clear to so which party to believe in this dispute.
Initial Business Response /* (1000, 5, 2016/04/22) */
We have been in contact with the consumer and the issue has been resolved.
We received a follow up email from her indicating she would be updating her complaint submission.
Initial Consumer Rebuttal /* (2000, 8, 2016/04/25) */
I would...
like to add that a rep contacted me and resolved the issue. They expedited the order to meet the delivery date I was given. I would like to close this complaint.
We have been in contact with Mr. [redacted] and have come to a mutually agreed upon resolution. Please note that within the full description of the part and the notes at the bottom, which are supplied by the actual manufacturer aluminized bent tubing is used as well as stainless steel. Many of the...
manufacturers of exhaust systems used different grades of stainless steel. The higher the quality grade of stainless steel, the higher the price. While stainless steel is less susceptible to a certain extent in regards to rust and oxidation, it occasionally does take place, especially in areas where snow, salt and other chemicals are used to de-ice roads. Mr. [redacted] is located in PA where these conditions are common during the winter.
Initial Business Response /* (1000, 5, 2016/02/18) */
We have been in contact with the customer regarding this matter and have reached an agreeable solution.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
After multiple calls to summit customer service they insisted there was nothing they would be able to do. After receiving the Revdex.com complaint I received an email offer for roughly half off the price of the brake lines, or have half the price of the brake lines refunded. I did not reply to the email fr summit. Later, a summit customer service representative called. The guy told me they did nothing wrong and I should take the deal they were offering. I let him know I was not ok with the half off offer and that I priced the brake lines at a local offroad store for the same half off price. He was very rude and assured me that the I could not find the brake lines for that price, even though I have a printed quote with the same part numbers. I told him I'd rather buy the brake lines from the local shop if I had to buy them and he can keep his offer because I do not agree with it. After some rude comments from the service rep, he told me they would do this one time and send the brake lines at no cost. He even told me I should have read the notes on their add online where it said "stock brake lines are used, kit only includes brake line relocation brackets". That note on their add was added after my complaint and he risky tried to use it against me and he argued he was right. I let him know I have screen shots of their add and the page printed out from my original purchases that have no notes. Summit deceived me on original purchase and rather than making things right I had to go through several calls with rude representatives and even them changing the add online and trying to lie to me then to say they aren't at fault and I should have read the note on the add. I hope that they use this ordeal as a learning experience to improve customer service and conduct honest business.
Initial Business Response /* (1000, 5, 2015/12/18) */
We have been in contact with the customer and an agreement has been reached.
Our return policy is clearly stated in both our print catalog as well as on our website.
Initial Business Response /* (1000, 5, 2016/02/15) */
We apologize for the inconvenience. Unbeknownst to us, one of the parts on the order was no longer available from the manufacturer. Immediately upon learning of this information, an email was sent to the customer informing him of the situation....
He later contacted us to let us now he no longer wanted the second item on the order that had already been shipped. This item, due to the dimensional sizing set forth by the shipping carriers, has an oversize fee of $19.00. We had the product that had been shipped already redirected back to our facility and processed a refund as requested.
We electronically submitted a full refund of $274.96 back to Mr. K[redacted]'s credit card on February 9, 2016. The posting of refunds is entirely up to each individual banking institution, we have found traditionally that most take 2-7 business days, which is what we informed the customer.
I am rejecting this response because:
Clearly states on catalog free shipping on orders over $100. If you cant truly compete in price matching why bother trying. Rock gave me a 5% discount code for being a returning customer, and well that covered shipping. Sorry you can't or don't want to participate in bringing the lowest price auto parts to the public. Not to worry I wont be bothering your sales line anymore! Jeff M[redacted]
Initial Business Response /* (1000, 5, 2016/06/15) */
A refund of 91.94 was in process of going back to the paypal account on 6/3/16. The customer put a dispute in with paypal for the full amount of the charge which included merchandise that was already received.
The refund was rejected by...
paypal since it was for a partial refund of $91.94 instead of the full amount of $307.85 that the customer was asking paypal for. The customer closed the dispute with paypal on 6/14 and Summit was able to process the refund for 91.94 at that time to paypal. Paypal refund # [redacted]
The post cards we send out state a refund has been applied, it does not state a specific payment method such as MasterCard as the customer indicates.
Initial Consumer Rebuttal /* (2000, 8, 2016/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted their refund and if had been sent in a timely manner or if they had returned an answer to my emails all of this could have been avoided. I still will never do business with them again due to their speed to react and respond to emails and calls. It was my money they were playing with.
We have confirmed with the carrier that the package was indeed delivered late. We sincerely apologize for the inconvenience. The customer had already been in contact with our Customer Service department who issued a refund for the $25.00 flat rate Next Day Air fee. The $9.95 handling is not...
associated with the Next Day Air fee. A total refund of $25.00 was processed on 7/13/17. Once again, our apologies for the delay in delivery of the package in question.
We have been in contact with the customer and have come to a mutual resolution regarding this matter. This product was ordered via our website. The product is not vehicle specific as the customer claims in his complaint. We also ran the phone number through our system and found no recorded...
calls of this transaction or any prior to leading up to the date in which the customer ordered the rims. We place a very visible red attention sticker on each wheel that is shipped from our facility. It states "Attention! Before mounting any tires on these wheels, check for fit on your car. IF YOU MOUNT THEM, YOU OWN THEM!"Due to the large amount of variances in backspacing and offsets of rims, clearances must be checked first if using anything other than the factory rim that comes on the vehicle. This is why the stickers are put on each box. The customer acknowledged seeing the sticker, but did not adhere to the notification.
I am rejecting this response because:
I'd like the processing fee refunded, this was purchased solely for the overnight shipping.
Initial Business Response /* (1000, 5, 2016/04/05) */
We have been in contact with the customer and apologized for the inconvenience. This order was actually placed at 6:49pm EST on 4/1/16, not at 10:30 as noted.
All orders placed Monday - Friday before 10pm EST are shipped the same day once...
the credit card verification process is cleared. The order had already shipped when we were contacted about adding to the order. The customer placed an entire second order and we have issued a return label to bring the first order back for a refund. We have reviewed the matter internally with our representative as well.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company apologized and told me the initial credit I requested should have been handled as a courtesy. As well as the issued a gift card more then making up for the difference.