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:02/03/2025

  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.

  On January 18,2025 I placed and order online for my Toyota Camry now it’s the end of the month and they haven’t even set me a tracking number and I been charged for this on my credit card already and I called them emailed them to verify my purchases and still no iteams yet and I’m still waiting

  

  Business Response

  Date: 02/03/2025

  I sincerely apologize for the delay in shipping this order. We have been trying to reach out to you (via phone and email) for the past two weeks to resolve a billing issue on your order. Our system flagged this order as needing further verification, possibly because you are shipping to a location different from your credit card billing address. Please accept our phone calls. We will attempt to call you again today. Thank you!
  

  

  Business Response

  Date: 02/03/2025

  I spoke with a manager and he agreed we can clear this order without further review. You should be getting a tracking # emailed out soon. I anticipate delivery will only take 1-2 days.

  Customer Answer

  Date: 02/04/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22889567, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/04/2025

  I would like to apologize about my claim it was all a misunderstanding from my end I should have contacted them first but they handled it very well and had no retaliation over my complaint and I’m happy with the results thank u once again for ur time

• Initial Complaint

  Date:02/27/2024

  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.

  I recently bought a ingen cold air intake for my vehicle, and was told it was to be shipped ground and I should be receiving an email with information. It has been now been 2 weeks with no update and the package has yet to be received. I have tried to contact customer care via phone but upon encountering an automated care response I was requested to have a “referral code” to be directed to an associate. I then sent an email and yet still have had no type of response. The money was in fact drawn from my account and I am slightly disappointed in this experience.

  

  Business Response

  Date: 02/27/2024

  I sincerely apologize for any miscommunication at all here. We've been trying to call and email you regarding a billing hold on this order (due to a billing address mismatch). Normally it just takes us about 30 seconds to resolve this over the phone. It seems you have not been receiving our call or emails. We tried calling 4 times and emailing 4 times as well. Our notes say our agents were unable to leave a voicemail for some reason. Again, I'm really sorry we were unable to reach you, possibly because you're active duty military.

  I'm going to clear this order right now and get the part sent out. In addition to this, I'm approving a special $35 refund on this order for you, which will be issued today. I hope this helps resolve your problem. A tracking # will automatically be emailed, but you can also call us at ###-###-#### (use support extension 5260). Thank you.
  

  Customer Answer

  Date: 02/28/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21352058, and find that this resolution is satisfactory to me. My sincerest thanks to pro import tuner customer care for the cooperation and support for this matter.
  
  
  
  Regards,
  
  
  
  C**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/12/2024

  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 contacted the company December 19 to try to cancel my order. He said it would be refunded but upon further investigation he apologized that they were already shipped out and to contact them when I receive the tail lights and I could return them I received them December 28 and contacted the company right away as soon as they were delivered I sent them pictures because they asked for pictures open to the box, as you can see in the attached pictures, the second box was never opened. I opened the first box to send them pictures. They gave me an RMA number and I shipped them back and now they are denying my return because they are saying that they are scratched and looked like they have tried to be installed. I had no use for them. I tried to cancel my order before it even shipped because I already had new tail lights at that point in time so I was returning my order.. if you look at the pictures of the tail lights that they sent me, I see no scratches or marks of anything I literally received them and then that day requested a return.

  

  Business Response

  Date: 01/12/2024

  My name is Dave and I'm a manager here at PRO Import Tuners. I took a deep dive into this return and determined that you're telling the truth. I truly apologize for the misunderstanding here. The warehouse team did not correctly identify what happened here. Most likely, the scratches on the lights are from shipping damage. I've issued you a refund for this return as if the parts had come back in "like new" condition. So, you are getting a full refund minus our standard 15% restocking fee. You should see the refund back to your account in a few days (confirmation ID jqy7rba).

  Since we already shipped these tail lights back to you, would you mind trying to refuse the shipment? We would still like to file a damage claim for them with FedEx if possible, but we'll need them back here. Thank you.
  

  Customer Answer

  Date: 01/16/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21134306, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/11/2023

  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 an item online from this merchant and the auto part does not fit my vehicle. Their website said that it does and so I bought it based on that recommendation. I contacted Pro Import via email to make the return only to put through a borage of questions proving the part does not fit my vehicle. They have continued to reject my claim that it does not fit my vehicle and will not issue me a return. The part is in perfect condition and the merchant is unwilling to comply with my simple request to return this item. 

  

  Business Response

  Date: 10/12/2023

  This customer did not give us enough time to resolve this issue before filing this BBB complaint. On 10/11/2023 (just a day ago), he opened a return with us due to a fitment issue he was having on a part he ordered from us. The customer was unwilling to contact the manufacturer of the part directly, which normally is the best course of action for installation and fitment help if it is not clear to us (from the provided evidence) what is incorrect or wrong. Because of this, our customer service representative handling this return decided to reach out directly to the manufacturer of the part to try to resolve the issue using the available evidence. As of today (10/12/23), the manufacturer has approved a warranty on this item, and we'll be issuing a refund in full for this part right back to the customer. There was no need for this complaint to be filed.

• Initial Complaint

  Date:09/27/2023

  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.

  Bought an intake from Pro Import Tuners and then had to return it due to having bought it on another site. Never opened the package. When they received the return, they informed me they won't refund my money and are sending it back to me because it was damaged. I never even got to look into the box.

  

  Business Response

  Date: 10/27/2023

  Hello D*****,

  I apologize for our late response on this matter; we just received this notice from the BBB.

  In our last email to you regarding this return, we let you know that it was denied due to significant intake tube damage. Please see the attached photos for proof, as well as a photo of the shipping box showing it was generally in good condition. This sort of damage is typically caused by attempted installation. When you returned these items to us, you confirmed over email that they were in "like-new", "uninstalled" condition. Furthermore, this type of damage could not be caused by shipping, especially given the box was in good condition. This is why we returned the intake to you at our expense, despite you saying you would file a shipping claim.

  HOWEVER, if you like we can re-open this investigation and see if AEM is willing to process this as a warranty situation, we can do that. Simply email [email protected] again and we'll proceed. I updated your order with extra notes about this situation.

  Thank you.