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:03/28/2023

  Type:Sales and Advertising 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 purchased a motorcycle tire from this company that was specifically listed as DOT approved. This was the whole reason for purchasing the tire as the motorcycle is to be inspected to become street Legal. Upon receipt of the tire there was no DOT marker on the tire. I contacted customer service and was promptly helped. After exchanging some photos and conversation with the rep, they too were surprised and acknowledged the error was theirs, immediately sending a return authorization. After they received the tire return they charged me nearly $20 for return shipping. Which may be their standard practice but in this case is completely wrong since the return was based solely upon the error listed on their website. They have since updated their website but at the time of purchase and at the time I originally called the error was still live on the page. I have reached out to the original person who helped me and she has not returned my calls. A different representative has sent me emails quoting the "return charge policy" and shows little care for the nuance of this situation. Their website was wrong and they are charging me? This is clearly an unethical practice.
  
  The tire in question is the last item on the receipt "Pirelli Scorpion Tire ************* $91.09 + Tax.
  
  They issued a refund of $70.70. I believe that in addition to charging me for return shipping they failed to refund the sales tax they had collected as well.
  
  Again. This is not an issue of me changing my mind. This is an issue of incorrect certification being listed on their website. Department Of Transportation certification (DOT) is a big deal of whether the tire is, or is not, legal for road use. They made the error here. Not me.
  
  Thank you for your time and assistance!
  
  Sincerely.

  Business Response

  Date: 04/07/2023

  I want to express my sincerest apologies for the inconvenience and frustration you experienced while dealing with our company. We understand the importance of Department of Transportation (DOT) certification for your motorcycle tire, and we recognize that our error in listing the tire as DOT-approved was a serious mistake that caused you a great deal of inconvenience and frustration.

  I am pleased to hear that our customer service team promptly responded to your initial complaint and recognized the error. However, I am deeply sorry that our company charged you for the return shipping, especially considering that the return was based solely on the error on our website. We recognize that this was an unfair practice and I want to assure you that we are taking steps to ensure that it does not happen again in the future.

  Regarding your concern about the sales tax refund, please know that we are reviewing your case and will be in touch with you shortly to address this issue and issue the refund. We are committed to making things right for you and ensuring that you are fully satisfied with the resolution of this matter.

  Once again, we deeply apologize for the inconvenience and frustration that you experienced. We value your business and appreciate your feedback, as it helps us improve our service for all of our customers. Please do not hesitate to contact us if you have any further concerns or questions.

• Initial Complaint

  Date:02/25/2023

  Type:Sales and Advertising 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 ordered 2 tires for our golf cart that matched what we had on the cart. When tires came they were different than pictured on the website. I called Friday and spoke with someone that said I would get a call back in a little bit. I called Saturday and was told by the person that was supposed to call back he lost my number, then transferred me to ****** who stated they use 1 picture for different tires and couldn't do anything for me. I feel this is a "Bait and Switch" practice that they are using. He did ask what He could do and I suggested a partial refund, he said that was not possible.

  Business Response

  Date: 03/03/2023

  I'm sorry to hear about the issue with your recent tire order. We apologize for any inconvenience caused.  We understand your frustration and we would like to make this right. We would like to offer you prepaid return labels and a full refund for the unused tires. We apologize that we could not offer a partial refund.

  We would like to assure you that we do not engage in "Bait and Switch" practices. We will also investigate why you were not contacted as promised, and will take the necessary steps to ensure that this does not happen again in the future.

  Our CSR team has provided the return labels to you.  Please let us know if you would like to proceed with the return and refund process emailing [email protected]. Once again, we apologize for any inconvenience caused and we appreciate your understanding in this matter.

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  So I ordered a crankshaft to be exact from the website chaparral motorsports. And paid over $600 for it and I understand they are based out of California but I don’t know the exact amount of time off the top of my head how long it took for the product to get here but I know it took a good amount of time. So then when I did get the part I brought it to the shop and I live in *********** New York which is a rural area so we have very few options as far as small engine repair shops. So by the time I got the part I had to wait again for my motorcycle to be worked on due to having to order this part myself because the shop that was working on my motorcycle was unable to order this very specific part through there distributors. So then when it was time for my motorcycle to be worked on again the shop called me and told me that they sent me the completely wrong part. So I contacted chaparral motorsports through email and they even acknowledged they sent me in the completely wrong part. Which I have the email still to prove it. So obviously then I called them and all they kept saying to me was sorry it’s been over three months that’s our return policy even though they acknowledged they sent me the wrong part which cost $610.96 and I have the receipt to prove it and also the part. And they also even admitted in the email it was there fault it took so long to receive the part because I tried calling and emailing over and over again with no response.

  Business Response

  Date: 01/17/2023

  Thank you for reaching out to us about your return. We apologize for any
  inconvenience this may have caused, but unfortunately the item is past
  the 30-day return policy, as your original purchase was over 6 months ago and this item is no longer eligible for a return. We are only able to accept returns within 30 days of
  purchase. We apologize for any disappointment this may cause, but please
  let us know if there's anything else we can assist you with. We will be
  happy to help you with any questions or concerns you may have.

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  
  You guys even admitted in the email that your systems were down because I tried to call you within three months ( multiple times); I also emailed your company at least three times before I got a response. And regardless of the time. You guys are committing fraud by telling customers you will send them a specific part that cost over $600 and it’s not even close to the correct one. I would understand if you had sent me the right part or I had used  the part, But I literally still have it here brand new in your box with the receipt. I just don’t understand why the time period should  even matter. You clear as day in the email admitted both things that your systems were down hence the reason I could not get a hold of you within the three months. Like I’ve said time and Time again you sent me the completely wrong part I don’t care that you don’t carry the part anymore that’s not my problem my problem is you selling me a product that is not at all as described. This is pure fraud. For example say I was the business and you were to order a part from me and I sent you a lollipop for $620 and then you tried to email and call me with no eval. Then finally respond admitting I sent you the completely wrong thing and that my phone was shut off for a month or two but sorry it’s been three months you’re stuck with the lollipop. This was my last attempt to try and solve this in a civil manner but clearly your Company cannot do right of its wrongs. So I will most likely have my lawyer reach out to you.

• Initial Complaint

  Date:01/10/2023

  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.

  They advertise that items over $75 are free shipping. I placed an order on Jan 7, 2023 for a windshield that was around $600. They called me on Tuesday Jan 10, 2023 and told me I have to pay them $280 to ship the item. When I questioned it and asked to speak to the store manager they said the order is canceled. After asking several more times for management ******** hung up on me. I would like my item as advertised.

  Business Response

  Date: 01/16/2023

  Thank you for bringing this to our attention. We apologize for any confusion regarding our promotion. To clarify, this free shipping offer does not apply to large oversize packages. Additionally, the order total must be reached with product purchases only. The promotion is calculated from the subtotal, after discounts and promo codes, if applicable. Please note that the order total does not include shipping, overweight charges, or other miscellaneous fees. The free shipping order value is calculated on the total amount of your order, excluding overweight packages. We apologize for the inconvenience, but oversized packages and special shipping fees are not waived with this offer.  I've included a link to the shipping policies on our website. ******************************************  Unfortunately, the item you placed qualifies as an oversize shipment.
  

  If you have any further questions or concerns, please don't hesitate to reach out to us.

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  On 11/15/22 I placed an order on the merchants website. The order was placed in multiple shipments (3). I then called the business to express my concerns due to having to multiple shipments and availability to receive them as well. It was then expressed that weight restrictions as well as carrier employees not having to haul heavy loads was of their concern. Ultimately nothing could be done on my end. I was expecting a package from usps on 11/21/22 but it was stated to have been delivered on 11/17/22. I was made aware of such status once I opened my web browser and the page refreshed. Confused, I called the business and it was expressed that they’re unable to assist myself at this present time because the tracking states delivered but I expecting a package on said delivery date. Also another package from fedex that was stated to arrive by 11/19/22 was then changed to 11/20/22 and then ultimately rerouted back to the merchant at their request. The merchant has yet to fully refund the package that was rerouted to their business. I called multiple times in regards to this ordeal and was verbally attacked and even accused of lying about not receiving a package due to being at work when that was the case at hand. I only received one package that was left at my door by ups although stated on tracking received by myself which is false because It would bare my signature. The other two packages from usps and fedex I did not receive and rerouted. It’s unfortunate but for some time now carriers deem packages delivered although at times they’re not actually greeting a person but rather just leave a package unattended and continuing on their route. This is negligence and it’s very unprofessional and I would greatly appreciate your assistance in regards to this situation. Thank you and I hope to hear from you soon.

  Business Response

  Date: 12/20/2022

  We are truly sorry you had this disappointing
  experience and we completely understand your frustration. Unfortunately, we are experiencing delivery issues with your specific address, and are unable to deliver purchases to your address. We have confirmed that your orders have been refunded.
  

  Business Response

  Date: 12/21/2022

  
  
  

  All shipped items have been accepted for delivery via
  signature confirmation at the address that was used to place the order.  Since these items have delivery confirmation
  to receive a refund for these items, the items will need to be returned for refund.  We gladly accept returns for a refund.  For the delivered items, please return items to receive the refund for these items.  Details of our return
  policy and steps can be found here: ****************

  
  
  
  
  

  Regarding the existing refund, the re-routed items have been refunded,
  less the discount.  You will receive the
  full reimbursement for the entire order when the remaining delivered items are returned.

  
  
  

  We hope this clears up any confusion. 
  

  Customer Answer

  Date: 12/27/2022

   I am rejecting this response because:

  Such shipments stated to have been delivered with signature confirmation. That’s false because I was never greeted by delivery personnel nor did I sign for a package. I was expecting my usps package on 11/21/22 but ultimately it arrived sooner, 11/17/22 and I wasn’t aware. For it to be signed other than myself is forgery and that’s very alarming. In regards to the package, ups left my package at my door in which I just arrived home as son as he left it. As for the usps package I never received it and expressed such concern to the supervisor, *******, in which he was very rude as well as inconsiderate. My character was assassinated because I was being called a liar for expressing that I didn’t receive a package. Also I can’t return a package that I’m not in possession of, that’s impossible. I was only expecting partial refund due to not receiving a package as well as a package that was rerouted at the merchants request. As for my package that was rerouted I was not fully compensated. My refund for my rerouted package was suppose to be $93.90 plus any taxes that followed if not applied already not $84.40. As for the promo code that was utilized, 31C****7, it deducted $31.31 from my order total and shouldn’t have affected rerouted products that are of a actual dollar amount. Last time I spoke to the merchant was on 11/29 and I was assured all will be rectified but unfortunately this situation has not been handled properly. I would appreciate the continuance of my complaint as it needs further review. Thank you and I hope to hear from you soon. 
  
  

• Initial Complaint

  Date:09/16/2022

  Type:Product 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 doubt that any customer could match this story of injustice by an American company that is still allowed to operate and conduct business.
  
  On 6/15, 2022, I ordered a set of tires from Chaparral Motorsports. As I placed the order it appeared as if it didn't go through. 30 minutes later l placed the order again and I got a verification. The order was to be delivered at the address where my bike was being repaired. On 6/19 the tires were delivered. When I checked my account I noticed that I had been billed for 2 sets of tires. I informed my bank and they issued a refund. The refund was reversed a few days later as Chaparral informed my bank that 2 sets of tires were ordered and delivered. When I called the shop where the first tires were delivered they informed me that a second set of tires were delivered. I called Chaparral, told them of the mistake, and they told me to Fedex the tires back to Chaparral Motorsports and they would issue a refund.
  
  Chaparral has the tires and is now refusing to issue a refund. I spoke to 2 representatives, ******** ******, Customer Service Manager, and ***** ****, Staff Accountant. In separate emails from them I was told "We are able to issue refunds upon receipt of returns and always do so promptly, however unfortunately once a dispute is initiated our hands are tied and we are no longer able to issue refunds."
  
  In other words they are stealing my money. They have my tires and they have my money, and they will not issue the refund. This is gross miscarriage of justice and awful way of doing business. I have never heard of anything so blatantly devious and in my opinion, criminal.
  
  *** ******** ***** **

  Business Response

  Date: 09/19/2022

  Thank you for reaching out to resolve your issue, and apologize for the difficult experience.  We accept returns for merchandise, and issue a direct refund upon item return.  In your experience, you initiated a dispute via your credit card rather than return the merchandise for a direct refund.  Since this transaction is in open dispute, the credit card company restricts our ability to accurately refund your purchase, and we are tied to waiting for the results of the open dispute to issue a refund, or await your credit cards action.  In some instances, your credit card company will reverse your charge directly resulting in a credit card provided refund, and in other instances your credit card will maintain the current charge, at which time we will issue a refund for the returned merchandise.  At the conclusion of the dispute, if you have any additional concerns, please reach out to us at ***************************** so we can resolve your refund issue.
  

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because: 1. What they said about this being an "open dispute" is a fabrication. It is not an open dispute as my bank reversed my reimbursement once we discovered that two orders had been accidentally placed. 2. I did not use a "credit card" as they are claiming, so their claim that " the credit card company restricts our ability to accurately refund your purchase" is also a fabrication. I used a debit card and the money was immediately drawn from my account. 3. They claim that they "issue a direct refund upon item return," and that's exactly what I did. I returned their item, as they requested me to do on the phone, and they are refusing to issue a refund, claiming "we are tied to waiting for the results of the open dispute." Again, there is no "dispute." My bank reversed the refund. That is the end of the case according to my bank. My bank, ********* Savings Bank, spoke to them and told them exactly what I just mentioned. 4. They have their item and they have my money. That is called robbery. I don't know how they think they can get away with this. 
  
  Sincerely, 
  *** *******

  Business Response

  Date: 09/22/2022

  A dispute can be open with the credit/debit card processor and your bank for up to 60 days, even after the bank may have reversed the charge on your account. The dispute is still active with the processor.  You will be refunded either by a reversal of decision by the processor or a direct refund, however the timing of the refund is contingent upon the final decision of the processor.
  

  Customer Answer

  Date: 09/28/2022

   I am rejecting this response because: I don't know how to get this across to you. My bank, ********* Savings Bank, Address: **** ****** **** **** *** ****** ** *****, Phone: ###-###-####, has closed this case. They initially refunded the money, then reversed the refund, once we learned that two sets of tires had been sent. My bank made a phone call, with me present, and we were instructed to send the tires back through Federal Express, for a refund. We did exactly as instructed.  Chapparal Motorsports now has the tires, and they have my money. This is not only illegal and immoral, it is bad business. 
  
  *** *******
  
  
  
  

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:
  
  
  Good Morning ******,
  
  Yes, my Bank most certainly provided those documents. This is a photo of a letter from my bank showing my claimed "has been denied," and that my credit of $345.06 was debited from my account on 8/01/2022. It also states that my "claim is now final." 
  
  Sincerely, 
  
  *** *******
  

• Initial Complaint

  Date:08/17/2022

  Type:Product 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 motorcycle tire, and they shipped the wrong size then refused to allow me to return it. I ordered an 18" tire but they shipped a 10" tire. The tire is totally useless to me.

  Business Response

  Date: 08/31/2022

  Thank you for reaching out to explain your concern about your recent experience with Chaparral Motorsports.  We take great pride in our reputation for quality and excellent value.
  If for any reason you are dissatisfied with a purchase, we'll assist you
  with a prompt refund.  Chaparral Motorsports has a 30 day return policy from the date of purchase.  You can return any new, unused and unaltered item within 30 days of receipt of your item.  If you have already spoken to our customer support team, and a return was denied, it was denied because the item was either used or purchased outside the acceptable return window.  Our records indicate that your last purchase was made in June 2021, which would be beyond the allowable return window.