Complaints

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:06/07/2023

  Type:Product 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 recently ordered a damper system for one that broke while in car, The damper was properly installed into my vehicle. The damper after a couple months failed and broke at the top of the shaft which to my surprise seemed to be a low grade cast material which is very odd for such an expensive damper from a highly regarded brand. The damper broke in car so I caused me to have to tow the car back to my house and have down time on a vehicle that I needed for commute. Both the damper and bump stop had been broken. I wanted to warranty the product but had bought them from the original owner so the warranty policy does not include my claim since I am the second order. So I ordered another damper to the price of $281 which ended up being north of $300 after tax and shipping. I have ordered coil over dampers from numerous other suspension companies and the usual items that are included tend to be the mounting hardware, bump stop, and sometimes even the spring collar. I double checked to make sure the hardware came with which it did not surprisingly which is terrible for paying $300 for a damper. I did not think to even ask about the bump stop because I thought at the very least it would come with a part that is apart of assembly and that the damper needs in order to function properly. The sales rep also did not make me aware of this which would be the very least I would expect out of someone dealing with customer service. So after waiting 5 weeks for a part since they had to order me one from the factory in Germany it gets to me and has no bump auto and nothing on it just strictly the damper housing itself. After expressing my digest of the bump stop not being included which is absolute ludicrous I was met with “I can price one and check availability”, I had already had to spend the time and money because of a flaw in the quality of the damper manufactured by them but now had to weight potentially another 3-4 weeks to get a part that should be included. This is crazy!

  Business Response

  Date: 06/08/2023

  We have contacted the customer to let him know that the bump stop, which was not included with his replacement damper, has been shipped out today (6/8/23) at no charge via FedEx Next Day Air. Tracking information can be found at: *****************************************************************************************

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/5/22 I purchased a pair of lowering leaf springs for my 1997 Nissan D21 Hardbody.
  I paid $457.75 and was promised in the listing that these were a "Direct Replacement" and had "OEM Spring Rates" in the product description. They showed up about a week later, and installed them on the 3/17/22 (I had to buy new bushing sleeves because the ones provided were the wrong size)
  I immediately noticed that the leaf springs bowed the wrong way and the axle was firmly against the bump stops under the weight of an empty truck bed.
  
  I immediately contacted the company trying to resolve the issue (expecting that I had perhaps ordered the wrong part, or lucked out and got defective parts) but I was informed that the springs are supposed to bow the wrong way (Making it impossible for them to have "OEM Spring Rates") and that I'm supposed to cut the bump stops (Making it not a "Direct Replacement")
  
  I wanted a refund, because these springs are more useless than the worn out springs they were meant to replace. I was then told that I can't get a refund if I've installed the part (how would I have known that the product listing was full of lies before installation?) I was led to believe that all I'd be doing is losing a little ground clearance under my truck; not spending my day off rendering it undrivable.

  Business Response

  Date: 03/27/2023

  
  We are just now
  hearing of your situation as the manager of the sales and technical support team was out of the office on Friday.
  
  We apologize
  for the poor customer experience Mr. ****  as had with our products. We would like
  to try to make this right for him. The manager of the Sales Department called Mr. **** this morning, but his voicemail was full. She was not able to leave a message.
  
  Our understanding is that he had fitment issues and difficulties with the
  installation of one of our leaf springs kits and would like to return them. To
  avoid any further inconvenience to him we have issued a full refund (see attached).
  Additionally, he will not need to return the leaf spring kit. They are his  to keep or dispose of as he see fit. We have attached a copy of the credit for Mr. ****'s records.  
  
  

• Initial Complaint

  Date:10/28/2022

  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.

  10/11/2022, for an order total cost of 3,128.**$ order #600560. This company took many weeks to ship my product. I was waiting for a long time so I decided to call on the 27th of October to see why it's taking so long. They tell me that my product is delivered which is absolutely not true since I haven't received anything as of yet. I tried to reach out to them for help and they are being very rude and unhelpful. They didn't even put a signature requirement on the order which makes no sense considering it is $3128 order. Be wary of this company if anything goes wrong they will do their best to not help you and be extremely rude and unhelpful. I have a set of KWs on my other car and it was amazing but as soon as there is an issue on their end they will refuse to help you. This is a company with a good product but awful customer services. My order never arrived and they are trying to gas light me and manipulate me on the phone telling me that it did arrive at my house. I am very dissapointed and will be shopping at **** from now on.

  Business Response

  Date: 11/07/2022

  Good morning, 

  I would like to apologize for the delayed response, this email was stuck in our companies quarantine emails.

  Mr. **** ordered kit number 35250005 for a Honda S2000 on October 10, 2023 under order number 600560. The order was delivered via FedEx on October 25, 2022 at 12:03pm, the time frame for delivery was actually pretty great since it has to ship from our Germany location. 

  Mr. **** called us on October 26th at 1:27pm stating he had concerns with not receiving his shipment, this was the day after the package was received. When you track the package it shows that it was delivered to his address, and the photo FedEx provides shows the package laid up against the garage right next to a grey S2000. 

  The FedEx tracking number is *********972. I have attached 3 photos. One is the photo from FedEx showing that the package was delivered and where it was left. A photo from Google maps of the front of the home, and a photo from google earth of the rear of the home where the package was left. 

  Mr. ****'s claim of not receiving the package was reviewed by us and we came to the determination that it was received. 

  Also, he is not asking for a replacement of the product he is requesting a full refund, which honestly sound a bit suspicious. 

  Business Response

  Date: 11/09/2022

  Good morning, 

  A full credit has been issued in the amount of $2839.00. The credit memo number is 6**414.

  Have a wonderful day! 

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 183***40, and find that this resolution is satisfactory to me.