TH Motorsports

Ordered a brake kit from this company in February, received in a timely fashion no issues there. I purchased this kit with intentions of changing my brakes a few months down the road. Fast forward and I go to throw the brakes on the car and they do not fit. Especially the brake pads. This was the ONLY option their website gives me for my make and model (2010 Saab 9-5 aero) and the brake rotors and the pads they supply for their kit, do NOT fit the car. They authorized a return for me, but sttd I had to pay shipping, even though the website says the kit fits my car. So I found the return shipping was almost 70 percent of what I paid in the first place. Going on and on email after email saying they cant authorize a return when I am just asking for the correct kit for my car. I found the correct kit, supplied the part numbers and stated I would pay the difference in pricing! The kit is within 10 bucks price difference . They are telling me im stuck with the wrong parts that they sent me in the first place. Still havent updated their website either. I dont know what else to do.

Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello,
In regards to this complaint. Our policy clearly stares NO exchange will be done until we receive the initial...

product first. We are just following protocol.
You stated above that you spoke to the mfg. What is the correct part number you are seeking? We will provide you with a return label to retrieve the incorrect product you have and will sent out the part you are seeking.
Please email me directly so we can move forward and rectify the situation. In the email please include your order number and information requested.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr.[redacted] obviously did not take the time to fully read and understand the complaint. After my last communication with [redacted] at 10:30 am on 05/13, I was told the return shipping label would be emailed within a few minutes. By 5:00 that evening, the label still had not been sent and I had to contact THMotorsports yet again, to be told, yet again, it would be sent in a few minutes. By mid-day on 05/14, the return label still had not been sent and I made another attempt to contact the company, only to wait on hold for so long with no answer, that I was forced to end the call because I was at work. I contacted THMotorsports again at 5:00 on 05/14 and was told they had been very busy but would send it that evening. I finally received the return label on 05/15 at 5:12 pm, over three days after I was originally told I would receive it. At that point, it was too late to drop the box off at FedEx so I was forced to wait until today, 05/15, to drop it off, which means I now have to wait the weekend to even expect the replacement part to be shipped. I was originally told I would receive the replacement part on 05/14, and did not even get the return label until that day. The complete lack of urgency in resolving the matter, not to mention their refusal to accept responsibility for their obvious and many mistakes, has created a true hardship for me and for my family. This issue has been going on for four weeks now and I am no closer to a resolution than I was at the beginning. THMotorsports has insisted on emailing me rather than contacting me directly with any issues, which further complicates things and does nothing to expedite a resolution. THMotorsports has given me bad information on more than one occasion and has made promises they did not fulfill on more than one occasion. I have done my part in all of this--sent any and all information requested, ordered parts that were correct according to their website, and complied with all requests--and it is obvious that THMotorsports has not and is not willing to do their part in all of this. I have paid for a part that I have STILL NOT RECEIVED. I have no confidence that, after all this confusion and inconvenience, I will ever receive the correct part.
Final Business Response /* (4000, 9, 2015/05/18) */
Hello,
We apologize for the inconvenience our company has caused you. A pre paid shipping label has been emailed to you to retrieve the second incorrect part.
Being a drop ship company we need to wait for our suppliers to inspect the items that have been returned before we can send out the replacement. With that being said we will issued you a full refund for the product once returned so you can go ahead a replace the order online for the correct part rather than waiting another week for the replacement to ship out.
As of today the label we issued you has not been used. Please contact us once you ship the item back so we can start the refund process. Also please include the receipt for the return shipping so we can reimburse that too.
Final Consumer Response /* (4200, 11, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual, TH Motorsports is relaying incorrect information. This response was sent on May 18th, stating the part had not yet been returned when, as I stated before, we returned the part on May 15th and have documentation to prove it. It is obvious to me that TH Motorsports has a complete lack of management and even less interest in providing good customer service. TH Motorsports has not only inconvenienced my family and me by leaving me without a vehicle for over a month, but they have also made it difficult for me to do my job as a soldier in the US Army. I am appalled at the treatment I have received and at the complete lack of any remorse or even a genuine apology. I am disgusted that I basically had to do the work myself to get the correct item. I paid for not only an item, but also a service: it is TH Motorsports' responsibility to prepare and ship their products not only correctly, but also in a timely manner. Ultimately, I paid for a service that was not provided to me and a product that took an unreasonable amount of time to be provided to me. It is not reasonable to pay for a product in March and not receive the actual, correct item until the end of May. I am shocked to see, reading through all the other complaints that have been filed for similar problems and issues, that TH Motorsports still has a positive rating with the Revdex.com and I truly hope that is an oversight that will be quickly corrected. I will certainly never do business with TH Motorsports again and I hope that, by taking the time to file this complaint, I will save someone else the hassle and aggravation of dealing with this company.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px Calibri; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Dear [redacted]  Thank you for reaching out to Autoplicity.  We sincerely apologize for the issues you experienced with your order and for any inconvenience it caused....

 Upon reviewing your order, we would like to consult with you to make this right and to resolve your concerns.  We are working on implementing new systems, customer service additions, and processes to help prevent issues like this one from happening again the future.  Again, we apologize and thank you for your business and feedback. May you contact our Director of Customer Service, [redacted] to assist with your issue at: [redacted].  Sincerely, Autoplicity Customer Service

Hello, We apologize for the delay. Seeing that the order shipped directly from the manufacture, we had to get authorization from [redacted] to have the item send back. A prepaid shipping label has been sent to you via email. Once the item is sent back a full refund will be issued as...

requested.

TH Motorsports wouldn't fulfill my order because I wouln't send a copy of my Driver's License or picture of my credit card (numbers blacked out). I paid by credit card. Stay away from this company.

Initial Business Response /* (1000, 5, 2014/07/07) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello,
We apologize for the inconvenience. Rather than opening a Revdex.com complaint against our company why not...

contact us to get this issue resolved? Clearly the battery you have received was defective from the manufacture. Please give us a call so we can resolve this issue.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THmotorsports' response is unacceptable. I have contacted the company both on the company website message center and through private email. They admit that the battery they sent me was defective from the manufacturer and have promised me they were working on a return, yet I have not received an offer of any kind from them to return the defective battery and be issued a refund.
Final Business Response /* (4000, 9, 2014/07/11) */
Hello [redacted],
As you have been told numerous times, the manufacture is taking care if this issue. They have sent you a return label which you have confirmed receiving. Once Braille receives the defective battery, a replacement battery will be sent out. NO refund will be issued, a REPLACEMENT will be shipped out. There is nothing we can due to expedite this situation, the manufacture has to go through there process of inspecting the battery. According to the tracking number on the return label, the defective battery is to arrive at he Braille facility Monday 7/14/2014. Once a replacement is ready to ship out you will be contacted and provided a tracking number. Until then our hands are tied.
Final Consumer Response /* (4200, 11, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is unacceptable. THMotorsports sells defective equipment and tries to lay the blame on innocent manufacturers and consumers. Fortunately, this practice has been recognized by the financial institution selected for this purchase and they will soon alleviate this intolerable situation. Thank you, Revdex.com, for your patience and concern throughout.

[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
Their former employee Booked this as an export for ThMotorsports. If they have a legitimate reason for non payment, why won't anyone TALK to me. We have been calling & calling & never get a straight answer. I have the back up documents for the inland pick up & already sent the AWB copies to them on many occasions.
I need them to pay this invoice & if they do not plan on paying, I need to know WHY. We accepted this shipment (not their first) & moved it for them in good faith. I would like them to advise me on their position that it wasn't them... I have full back up on the correspondence with Rob all the way through. They state it was not their conmpany BUT all calls & e-mails came from their office & the street address on the invoice & their street address match. I do not know why the company name differs, but it is a legitimate export from their office to the Netherlands & FTS should be paid for their services. We have already paid the truckers, the airline & our agent overseas for their parts in getting the goods delivered & are out all of the money.
Final Business Response /* (4000, 9, 2014/04/23) */
You have the check from [redacted] as that was the company we did business with. Please close this case, the check has been sent.
Final Consumer Response /* (450, 10, 2014/04/23) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
RECEIVED THE PAYMENT THIS MORNING... THANKS YOU FOR YOUR ASSISTANCE & YOU MAY CLOSE THIS OUT AS A SATISFACTORY CONCLUSION

TH Motorsports has charged me for a part they have refused to deliver and they haven't refunded my money. This has been going on for over a week. They first accused me of an attempted fraudulent purchase since I wanted to ship the part directly to my mechanic. This was was in fact a legitimate purchase attempt. TH Motorsports then said they declined the sale. They then went ahead and charged my credit card for the purchase and have yet to refund the nearly $300 they billed me for a product they refused to sell. I have called and emailed twice they have told me that someone would contact me with a resolution. To date they have not fixed the issue. I strongly advise looking to their competitors for your auto parts purchases.

(The consumer indicated he/she DID NOT accept the response from the business.)
I have already seen this guideline and follow it step by step and I still was told I can't get my refund. I was told the part got to them damage and somehow thats my fault so I would have to send back the part that cant...

fit my vehicle plus now it is damaged.

Hello,
 
We apologize for the delay. Seeing that the order shipped directly from the manufacture, we had to get authorization from [redacted] to have the item send back. A prepaid shipping label has been sent to you via email. Once the item is sent back a full refund will be...

issued as requested.

Please send the parts back to the address on the site:Returns[redacted]
Please contact [redacted] for the credit. Please let him know it was authorized by Edward.

We apologize for the issues you experienced with your order. This is a special order item coming directly from Japan so we need confirmation that the order can be cancelled because it could already be on a boat en route to the US. Special order items cannot be cancelled once they leave the...

manufacturer and we are waiting for confirmation from them that it can be stopped. Unfortunately, they are rather slow responding to requests so this process typically takes a few days. I can assure you that a refund will be processed as soon as we receive confirmation from the manufacturer. Sincerely,THMotorsports Customer Service

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thmotorsports.com
Hello,
As promised, a FULL refund for the amount of $94.81 has been sent to your payment account as of 7/15/2015. Thank you...

for your patience.

Initial Business Response /* (1000, 5, 2015/03/17) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext [redacted]
Contact Email: [redacted]@[redacted].com
Hello,
We apologize for the inconvenience. You are 100% correct, our fitment chart listed on the website is...

incorrect. A prepaid shipping label will be emailed to you shortly. Once the item reaches our facility a refund will be issued to your account.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet received my refund and would like the case to remain open until my refund is received.
Thank you,
[redacted]
Final Business Response /* (4000, 20, 2015/04/13) */
Hello,
As stated over the phone on Thursday, a FULL refund via check has been sent out to you. We were not able to credit your initial form of payment since it has been over 90 days. We apologize for the inconvenience.
Final Consumer Response /* (2000, 22, 2015/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once I reached out [redacted] he completely straightened things out and satisfied my complaint. He also restored my faith in the company. Thanks so much for helping to get the issue resolved.

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Hello,
We apologize for the inconvenience caused. We did experience technical difficulties in our purchasing...

department, that over looked your order. I have personally gone ahead and made sure that the order was pushed through today. A tracking number will be available shortly.

I have been in contact with Mike on a regular basis and after we determined there was a miscommunication with the manufacturer of the item Mike was very helpful in finding a resolution to the pRobles. TH motorsports are doing their best to remedy this.  
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.
Sincerely,
Jared [redacted]

Take forever to send products and then ended up sending wrong parts. Hard to get ahold of for return and when you do it's a long difficult process to get it done.

Hello,
 
We apologize for the inconvenience. The item that you ordered is not something we stock, and was shipped directly from the manufacture. you have been notified that a delay is expected since [redacted] is backed up with orders. Your request for a refund will be issued...

once the item is returned. Please give our customer service a call so we can issue you an RMA number and provide you with return instructions.

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.
Sincerely,
[redacted]
P.s. what they wrote was false, I contacted the manufacturer myself to solve my issue, they ordered incorrect liners for my car. Manufacturer contacted thmotorsports

Initial Business Response /* (1000, 5, 2014/09/17) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXXext 101
Contact Email: [redacted]@thmotorsports.com
Hello [redacted],
We apologize for the inconvenience. A request to have your order cancelled has been sent as of...

8/26/2014. The warehouse has just conformed the cancellation yesterday. We apologize for the delay. A FULL refund for the amount of $596.24 has been sent to your account ending in 1602. Please allow up to 72 hours for the funds to reach your account,. If you have any further questions of concerns please contact the email below.