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:12/13/2023

  Type:Service or Repair 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 set of catalytic converters for my vehicle, the product failed within a years time they have a 2 year warranty, called NewLevel Motor sport to address the issue was told By employee **** that this is not there problem, told to call the product manufacturer which I did phone # not in service. was told by **** at NewLevel Motor Sport that the manufacturer was relocating an it's going to be hard to contact them, it's been over 2 weeks now dealing with this issue and I can't drive my vehicle do to emission failure due to faulty catalytic converter. need this issue resolved as soon as possible because I need my vehicle.

  Business Response

  Date: 12/14/2023

  Hi ****************,
  
  We are sorry to learn you've had trouble with your purchase.
  
  My research determined you ordered two Pacesetter exhaust manifolds from our company Feb 2 2022. These were eligible for return to New Level Motor Sports for 30 days, until Mar 4 2022. Our return policy can be reviewed on our website where you made your purchase at *************************************************************; A link to this return policy is on all pages of our website.
  
  When you contacted us Dec 13 2023 attempting to return your items, you were correctly informed that your order was not eligible for return due to the age of your purchase (the return window closed 21 months ago).
  
  At the time of your purchase, the manufacturer of this product, Pacesetter, offered an extended warranty beyond our return period against eligible defects in their products to customers who filled out and remitted a warranty registration card which is included with their products. As part of the documentation provided, we can see that said warranty card was not remitted as required (it is still in your possession and not filled out).
  
  In early 2023 Pacesetter entered bankruptcy and is not in operation.  As a result of this unfortunate turn of events, they are no longer able and willing to honor any extended warranties they offered.  Even if this were not the case however, since you never registered for the manufacturer extended warranty, an extended warranty was not ever put into force with the manufacturer, rendering this issue moot.
  
  While I sympathize with your situation, it is outside our responsibility to refund products that you've enjoyed use of for nearly two years. I suggest additional diagnostic work on your vehicle, as while it is rare for one of these to fail, it is unlikely that both failed.  There may be another cause, such as faulty oxygen sensor(s), EGR components, etc
  
  I hope additional diagnostics on your vehicle determine a more favorable solution to your vehicle issues.