Complaints

This profile includes complaints for Burton Racing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Burton Racing

  6263 SE 25TH AVE Ocala, FL 34480

• 

  Burton Racing

  4395 SE 58th Pl Ocala, FL 34480-9409

• 

  Burton Racing

  6420 SE 25th Ave Ocala, FL 34480-8111

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:03/30/2023

  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.

  I had placed an order and had sent my cars ecm to the people at Burton racing at the beginning of February, knowing that business was backed up and was aware that it would take an extended period of time before it would be taken into the shop. March 15 would be the time that I would receive the update about my ecm and what I would need to do in order to proceed from there. I then opted to purchase a brand new component for inside said ecm, as I was in need of the vehicle that it corresponds to. I had also requested faster shipping in order to meet my time restraint for needing the car but nothing has been done, other than a refund from the original service that was paid for and was credited towards my purchase. I have tried contacting a few times but still leaving room for back-up time for the business, but have received little to no response at some times. My only request is to have my items shipped at the earliest notice. See attached documents/photos for more information.

  Business Response

  Date: 04/08/2023

  We would like to preface this response by showing that Mr. ******* has agreed to withdraw his initial complaint (See Attached ******* Emails 1). After speaking to Mr. *******, it appears that he was not the one who initiated and wrote the complaint (See Attached ******* ** Msg) and that it was his parents resulting from a misunderstanding regarding the services we were providing him, the labor procedure, and time frame for the services he paid for. He has communicated to us that he is able to withdraw his complaint after we submit our response (See Attached ******* Emails 2) which follows.
  

  Mr. ******* placed his initial order on February 3rd, 2023 for an ECU Bench Test Service. This service includes diagnostic and potential repair of a customer’s ECU that is experiencing issues or malfunctioning. This specific service can take an extended time to complete for a myriad of reasons including, increasing shop labor times, increasing order volume, difficulty during the diagnosis process, difficulty during the repair process, and more. Accordingly, we include an important note in the product description for this service on our website which states the lead time may be 30 days or longer (See Attached Website Description).
  

  After extensive diagnosis, our technician determined that the customer’s Hondata board, which had been previously installed elsewhere, was faulty. We recommended that the customer purchase a new unit which he did on March 15th, 2023. However, after installing the new Hondata board, further diagnosis revealed that the customer’s ECU had a malfunctioning ignition output. The customer contacted us for an order update on April 4th, 2023 and we responded via email less than 1 hour later detailing the issues we had been having with his ECU and presenting him options to move forward (See Attached ******* Emails 1). Due to the extended diagnosis time and subsequent purchase of a new Hondata board from us, we refunded the customer the cost of the ECU Bench Test Service that he previously purchased. The customer did not respond to our email from April 4th, 2023, and we subsequently received the notice of complaint on April 5th, 2023 (See Attached ******* Emails 1). Coincidentally, the customer reached out to us via ******** on April 5th, 2023 (See Attached ******* ** Msg) shortly after we received the complaint and we placed a call with him in which he explained that his parents, and not him, initiated the BBB complaint without his knowledge over a lack of understanding of the services he purchased from us (See Attached ******* Emails 1). Ultimately, the customer agreed for us to continue our diagnosis and repair process of his ECU. He was very apologetic and agreed to withdraw the complaint. His ECU was shipped back to him on April 7th, 2023 (See Attached ******* Emails 2).
  

  We believe that the complaint resulted from a mere misunderstanding between the customer himself and his parents as to the services he purchased, what that services entailed, and the time frame for completion. As a small, family-owned business we do our best to provide exceptional customer service and have never experienced a complaint of this kind. We look forward to having it resolved quickly with no negative impact to our brand. If any other information is requested, please do not hesitate to contact us.

  
  

  Customer Answer

  Date: 04/11/2023

  I had spoken to the owner of the business about what had happened and the complaint was resolved. Thank You!!