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:06/25/2024

  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 was never asked to respond. This shop is lying in all of the communication they responded to you. He agreed to the return, agreed to send back my money MULTIPLE times, and simply never did.l me that B**** wants me to stop emailing him, stop calling him and leave him alone. You read that right, the owner drops the ball on 2 separate days/occasions, then lashes out at me, saying I should cease communication, simply because I am wondering what’s going on with my money.
  
  We are now in the following week after this sequence of events, all my communication is going unanswered, and B**** has yet to refund my money. At this point, I’m concerned about the legitimacy of the entire ****** Speed Co operation, and it’s looking like I’ll have to chargeback these orders to get my properly owed refund of $2023.19

  

  Business Response

  Date: 08/08/2024

  In response to the aforementioned claim, D***** ******** placed an order to my website on April 21, 2024, for custom suspension that is built specifically to the customers personal needs, riding style, height and weight. Upon placing the order, I provided the customer with a 10% discount as well as free shipping. Additionally, Dustin had made a mistake when placing his order by not attaching another product that he wanted to his cart at the time of purchase, at which point, to ensure customer satisfaction, I met his needs and created a personalized product on my website specifically for Dustin to order to try and simplify his second purchase process and accommodate  his needs. On this separate order, I also provided Dustin with an additional 10% off and free shipping in an attempt to go above and beyond to provide quality customer service. Upon completion of the online purchase process for both orders by the customer, I immediately contacted the manufacturer to start building his personalized, custom suspension order as he requested. His orders were then completed and shipped out by the manufacturer and delivered successfully on May 8, 2024. On Saturday, June 8, 2024, at 9:45pm, after closing and nearly 50 days after the order was placed, and 32 days after the order was successfully delivered,  the customer emailed me stating he had purchased a new motorcycle, that the custom suspension he had ordered and had custom built, would not fit and had inquired if he would be able to return the suspension saying he believed we had a 30 day return policy. As a response I contacted the customer phone and advised the customer that custom built suspension could not be return due to the personalized nature of the product, but that if any returns could be made, they would have to be done directly through the manufacturer. At this time, I provided the customer with the manufacturer's contact information, as well as personally contacted the manufacturer directly in an attempt to help hopefully get the customer a refund. After Dustin contacted the manufacturer, he contacted me via telephone and was very upset at the fact that the manufacturer was willing to make an exception and accommodate him and his return of the custom products, providing a 20% restocking fee would be charged due to the time and labor that is needed to disassemble and restock the custom-built suspension he ordered. When I told Dustin that I would stand behind the manufacturer, and charge him a 20% restocking fee, even though we normally do not provide returns on any custom-built suspension, he became very aggressive on the phone and hung up on me. At which he emailed me stating he was shipping the products back, mind you without us coming to any prior agreement, and stated that when I received the products I could "do as I wish" with them. Once the products had arrived I told Dustin that I was not in the shop due to serious, ongoing medical issues that I have experienced this year, which I can provide proof of, and that I would be back in the shop the next day and that I would personally get this handled this for him, even though I had never agreed to any such arrangement prior. I had decided to facilitate return because it wasn't worth the fight, and once again, because I strive for customer service and satisfaction above profit. At which point, I unfortunately did not return to the shop the next day due to contracting the corona virus and was unable to return for multiple weeks.  During this time, Dustin repeatedly and aggressively contacted me, but due to me being so sick, I was unable to even work remotely during the period of my illness. And before I was safely able to return to work, Dustin filed his complaint, as well as a chargeback on his credit card, falsely claiming fraud, to which I can provide more than enough proof that is a false claim. In addition, Dustin has received not only his money in full but also put me out in the extensive time accommodating his needs and the free shipping that I provided and paid for on my end to get him his products. 

  My shop has received awards for best shop in our county and have proof of all of the fundraisers and donations I have provided to the community over the years without ever asking for a tax break because I believe that if you truly want to help people, it should be done for no accolades or gain of your own, which I believe shows my character and business ethics, proving Dustin's concern of the legitimacy of my business is false. I am even willing, if needed, to provide letters of reference in this matter.

  Please see attached documents in the following email for proof of the above statements.

   

  Thank you for your time and consideration on this matter and I apologize for the delay as I was networking in the Sturgis South Dakota Rally.

  
  

  
  

  B**** ******

  OWNER/OPERATOR