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Business Profile

New Auto Parts

Teraflex Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Teraflex Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Teraflex Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      02/14/2023 Item purchased, item was delivered February 18th. I setup installation at a suspension shop in my area for February 24th. The shocks were installed on my New 2023 F150. On driving home I noted a sort of clunking noise coming from what sounded like the rear suspension. I did some research online and people say this can happen from time to time with new suspension installations. So I just ignored the issue for a little bit hoping it would go away.

      Fast forward to March 09th I message the manufacturer (Teraflex) who sold and shipped me the item as the sound is getting louder. Over the course of roughly 4-5 days I have to keep messaging them for follow ups on the issue after sending a video. Tuesday March 14th after following up with them again they finally acknowledge the issue as a known issue. They say they will send me a new set of shocks with an "Updated" inner piston. I think this is an acceptable solution but I need to pay someone to remove and reinstall the warranty shocks. They will not credit me the $200 to have this done, instead they believe I should absorb that cost. They tell me this is something that they tell me is a new issue that they have run into after shipping hundreds of kits out. Which to me tells me they have been selling and shipping shocks that could have problems for awhile now.

      At this point my trust in the company is lost and I want a refund. I am willing to pay to have the suspension removed and sent back to them for a full refund. Which they keep dancing around the subject not wanting to do it. Telling me it will only take me 30 minutes to install it myself, which is NOT true. They finally settle on allowing me to return outside of their normal policies but now want to charge me a 25% restocking fee. Which I believe is not really a compromise, they sold me a defective product. I shouldn't have to pay a restocking fee to get my money back. Now threatening to revoke warranty if I charge back thru paypal.

      Customer Answer

      Date: 04/11/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,

      **** *****

    Teraflex Inc. is BBB Accredited.

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