Complaints

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• Initial Complaint

  Date:11/18/2024

  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.

  On 10/28/24 I placed an order through ****** to the company Performance Guarantee-Performance Mods for a Hellwig sway bar part #7269. I realized after the part was shipped that is was for a Chevy and I needed the part for a Ford. At this time I knew we were returning the item and did not even need to open the box. The box was in rough shape when it was received but again it was never opened. The part was received on 11/1/24 and a return request was entered through ****** on 11/1/24, the part was shipped back via Fed Ex on 11/4/24 as it was on Fri it was received and I had to wait for Fed Ex to be open on Mon., at my expense. The part was received back to the vendor distribution center on 11/7/24 at which time they opened the box and stated that the parts were used and would not issue a refund. I have communicated numerous times that we never opened the box, to our detriment at this point, and the condition of the parts were exactly as they were shipped from Performance Mods. I have emails from their customer support team that even states, "When we send out items, we ensure that customers receive either brand new items or in some cases, used parts that are still in good working condition." Obviously they shipped us USED parts. This part was $599.13, they have made NO effort to even slightly compensate that amount and shipped the part back to us on 11/15/24. I am currently in possession of the part and still have NEVER opened the box and would happily ship it back to them again as I have no use for it but at this point I am trying to get some type of resolution.

  Business Response

  Date: 12/02/2024

  ****** order number # *******************
  Hello Team,
  On Monday, October 28, 2024, the customer placed an order for a Hellwig 7269 Solid, Heat-Treated Chromoly, 1-5/16" Big Wig Rear Sway Bar. On the same day, we shipped the customer’s order with ***** (Tracking #: ************). According to *****, the package was delivered to the customer on Friday, November 1, 2024, at 9:18 AM. On November 1, 2024, the customer requested a return for the item, citing the reason as "Bought by mistake" cause customer obviously did not checked the compatibility of the part before purchasing. On the same day, ****** automatically authorized the customer’s return request, and we sent them an RMA (******) along with a ***** return label (Tracking #: ************) to facilitate the return. However, the customer did not use the provided return label. Instead, they chose to return the item using their own shipping method, with the return tracking number ************. This behavior is suspicious, as the customer opted to pay for return shipping out of pocket despite having access to a free, prepaid return label. The package was returned to our warehouse and received on November 7, 2024, in perfect condition with no damage.Upon inspection of the returned package, our warehouse team found that the parts had been installed and had scratches all over them. Additionally, some parts were missing, and the returned item was not in a resalable condition. We have attached pictures of the returned parts for reference. Based on our findings, it appears the customer retained the new kit and returned an older, used one, attempting to deceive us and commit fraud.It is also worth noting that if the customer genuinely believed they had received a used kit, they did not report this issue to ****** or us. Instead, they initiated the return with the reason "Bought by mistake." This inconsistency further confirms the customer’s intention to misuse the return process and return the merchandise under false pretenses. We have already reported these findings to ****** and attached photos as proof as well. In light of the above, we refunded the customer accordingly and shipped the used kit back to them. The return shipment was sent via ***** (Tracking #: *************, and the customer received it on November 15, 2024. We request the BBB to close this case as resolved. We remain committed to assisting our customers in every possible way, and we have acted in good faith throughout this transaction.