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:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had a transmission installed in Colorado. The shop was open and then got within 2 months. They still owe me a core return charge from 6 months ago. I have msgs from them proving they will refund me. But now they have not returned calls blocked any msgs and will not return my core charge witch is 3000. They moved states and have done this to multiple people I have talked to. The transmission was damaged and bolts falling out. They have not done anything at all to make it better and now will not return calls or anything.

  Business Response

  Date: 05/22/2024

  Will Walter’s core charge is apart of a Colorado branch not the Wyoming branch or South Dakotah. Colorado is currently is legal close out for customers like  will Walter’s. The partnership that was generated for Colorado had one member fail to fulfill the agreement. Will Walter’s will receive a full refund upon close out. As far as the bolts and parts falling out that is a job was done by Jared Delekta who no longer works for the company and is being sued for defamation and list of other things for falsely spreading inaccurate information. Unique Performance Wyoming & South Dakotah have no ties to any misinformation supplied in this post. And as far as the other customers who have had the same done per will. That statement is also incorrect. 
  

   

  Customer Answer

  Date: 05/22/2024

  Complaint: 21743719
  
  
  
  I am rejecting this response because:

  It doesn't matter if Dakota installed the transmission you hired him. Your name is on the company and it's not my fault or issue that you have cases with the Colorado guy. Your company owes me period. You hired Dakota using your company's name and your company no matter what state took my payment. So I shouldn't have to wait for your problems to get mine a customer that paid everything up front to your business should not have to wait this long for money that is from Suncoast core return. I guarantee you got the core return from Suncoast back so how is it so hard to send it to me and you take it up in your court cases to get it back from the Colorado guy. That's how a real business owner would take care of it being everything is on his business name. 
  
  
  
  Regards,
  
  
  
  William Walters

• Initial Complaint

  Date:11/22/2022

  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.

  December 29-2020
  A total amount of $13,500
  The business was providing me a built transmission for my 2007 ***** 5.9 *******, a transmission cooler, new lines for said cooler, and also a coolant bypass, and a tune to run the truck on the new transmission.
  The Nature of the dispute is the company will not honor there warranty, or help me in anyway to fix the truck. The transmission has 10k miles. The warranty paper work I have states that it is a 3 year 100k miles warranty what ever comes first. The truck broke down in April of 2022. Since that time I reached out to them ask questions how we could get it fix they responded "o get it to them so they could fix it, should be covered under warranty". when I finally had the money and truck to transport it I wanted to let them know I was heading there way with the truck to get it fixed a few days before I was going to there shop witch is over 10 hours away, they then claimed there warranty changed and they would not honor there warranty to fix the transmission due to it being over 1 year. I fallowed there rules on the warranty to get it checked at 1,000 miles and then to get it check at 5,000.
  Unique performance has not tried to fix the transmission or resolve this problem at all and has even dodged my calls.
  one of the invoices #**** $8,925.00 another invoice# **** paid on January 12, 2021 i paid $479.80 Invoice #**** Due date April 15, 2021 Invoice amount $472.50
  
  Also since the time of the truck being broken down I have had to sell the truck due to not being able to fix it. i also took it to a shop look at it and got a report on what was wrong with the transmission. I have also recorded the calls between the shop and i but i will need to find a way to send them. i am not able to attach the files.

  Business Response

  Date: 11/23/2022

  In response to the customer, the warranty states that it can be amended at any time under Unique Performance LLC's discretion. Our warranty had been changed to a 1 year, 100,000 mile warranty. I would like to state that Unique Performance LLC did offer help, such as offering discounts on labor and parts and if the customer could show proof of our phone recordings it would be discovered that we attempted to help the customer.

  Customer Answer

  Date: 12/01/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I contacted unique performance the Monday Oct 10 2022 before I drove the 10 hours letting them know I would be headed to there shop Friday the 14th of October. They then contacted me on the 13th of October letting me know what that it wouldn't be covered.  They gave me the run around telling me they might covor some parts. But I would basically be needing to cover the parts and labor of pulling the transmission and anything it needs. The truck was broken down before they updated there warranty to the one year or 100,000 miles was reached. Even though they said the would honor the original warranty they gave me. The transmission went out in early April 2022. I received my truck back from the shop on April 21 2021 (millage 127k) When I reached out to them telling them the transmission no longer worked in earlier April 2022  ( millage 137k) and I didn't have money to cover the trip down and it would take a few months to get the money together. They said that thats fine, they said they would help find a hot shot trucking crew and I never heard from them. I called a few weeks later and received the same run around. This was how the treated me consistently every time I talk to them . From the time I payed them tell now. They know they have done me wrong. What kind of shop changes the warranty paperwork if something goes wrong with they're product even if they said they would honor the warranty. instead of fixing the problem. So basically I've been with out a truck for more then half a year. From there mistakes they wouldn't fix. When it turned out to be a simple fix.

       I will be seeking other options to resolve this situation if they are not willing to give me a full refund. 
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 12/02/2022

  This message originally read on 12/2/2022
  In response to the customer, the warranty states that it can be amended at any time under Unique Performance LLC's discretion. Our warranty had been changed to a 1 year, 100,000 mile warranty. I would like to state that Unique Performance LLC did offer help, such as offering discounts on labor and parts and if the customer could show proof of our phone recordings it would be discovered that we attempted to help the customer.
  

  Recorded phone to call to ***** was made today try and fix situation. 

  Customer Answer

  Date: 12/12/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: After Talking to Levi at Unique Performance he called me and wanted me to send him the transmission witch would coast about $500 and buy a rebuild kit for the transmission for another $450 or $500. He said he would then try and find some one to buy the rebuilt transmission. In the emails i added he stated again that the warranty doesn't cover the parts or shipping. I said we are past the warranty the transmission only made it 10,000 miles i want a full refund of $12,000. The $13,500 was with an install of a coolant bypass system that was the only thing they put on the truck that worked consistently. i spent alot of money with these guys and they still will only do the bare minimum. i am seeking a full refund.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/22/2022

  Type:Delivery 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.

  -Purchased two 6r140 Transmission Cooler kits from this company June 21, 2022 ($1,490.29)
  -Owner says "will be shipping out the week of July 5, 2022 & will have a tracking number to send just putting the kits together".
  July 11-July 27th us asking where the order is and if it has shipped (messages and calls from us with no response from owner)
  -July 28th- response from owner-"The coolers have been nationally backordered and we can't get them, I'm trying to find a solution."
  -July 28th- our response "Going a different route, lost the sale on your cooler. Can I be refunded?" with no response until August 9th. "We can have the kits shipped." Our response-"Are the ready to ship?"
  -No response from company until August 18-"We will get that (the refund) to you today."
  HAD TO BEG AND CALL FOR OUR REFUND CHECK ON SEPTEMBER 8TH- they "forgot to send it out."
  -Check comes for the amount of "$1,192.24" We thought it was an honest mistake-turns out they charge a 20% "RESTOCKING FEE" for items that are NATIONALLY BACKORDERED and they don't even have in stock.
  Their policy online states "Refunds:
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too." BUT WE NEVER EVEN RECEIVED PRODUCT.
  On invoice they state-"Returns are only accepted within 30 days of invoice date and subject to 20% restocking fee"- we tried to cancel our order WITHIN 30 DAYS and never even RECIEVED product to be "subject to a restocking fee"- since we NEVER EVEN HAD A RETURN.
  After multiple phone calls, Instagram messages, emails, the owner LEVI & foreman JOEL REFUSE to refund us our full amount that is rightfully ours. Their "policies" they have laid out do not match our specific situation and they are SCAMMERS.

  Business Response

  Date: 09/22/2022

  This customer had called our shop looking for two transmission coolers, upon the first phone call we had stated that we are awaiting some components as they are specialty made components for the transmission cooler but if he would like to place the order we would ship it when it is ready. Weeks after placing the order the customer is stating he is becoming impatient and would potentially like to cancel the order. We had spoken on the phone with this customer afterwards and came to the agreement that we would get the transmission coolers shipped. Customer repeatedly messaged us on instagram which is not regularly monitored instead of calling our business phone which could lead to the lack of the communication, but as a business we expect our customers to call or visit our shop instead of messaging us on social media. in the end we came to the conclusion of refunding the customer for his order. When it comes to our policy of a 20% refund fee, the invoice in which he viewed, agreed and made payment on has the agreement that paying the invoices acknowledges this policy. The item the customer purchased is a custom made kit made up of various parts and components for installation, these kits are made to order and materials are allotted for the specific order when placed, so when canceled, we are stuck with various custom components and materials that could have been used for other products and kits.

  Customer Answer

  Date: 09/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As I stated in my complaint- on the invoice it says if the product is RETURNED within 30 days, it is subject to a 20% RESTOCK fee. They never SHIPPED the item. The item they claim is “custom” is sold on their website, and is not custom to me, which can be RESOLD to another customer. I called multiple times, left multiple messages to cancel, which they do not answer the phone, so I used Instagram to contact someone, since they post every day and messages are always “seen” within the hour on Instagram- it is HEAVILY monitored. It’s even monitored enough, that they got so sick of me messaging, that they blocked me on all social media! To charge someone a 20% “restock fee” when your invoice clearly states “when the product is returned” is illegal, and you clearly have done this to other people, not just me- I’m just actually speaking out about it. I even sent over PROOF of trying to cancel the item way before 30 days- that’s not even including all of the phone calls, where Levi told me he was trying to “put something together.” I have attached their invoice which in ALL CAPS states RETURNS are subject to a fee. Am I reading it incorrectly? I am also attaching a file of me constantly checking in with Levi, the OWNER, even over Email asking about where my order is- and it still wasn’t shipped out by 7/25. I did not only try to communicate through Instagram, but voicemails, and email as well- the only time they answer the phone or call you back is when you want to place an order.

  
  

  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 10/03/2022

  As explained before, our policies are set in place for certain items and products. We had explained that some of our products are specialty ordered items comprised of multiple components that are specifically designed to build a certain kit. When a kit is ordered by a customer and the components are gathered it leaves us with unclaimed inventory. We had offered a refund minus the 20% restocking fee in which some of our distributors place upon us as well for returning components that may be used for specialty ordered items. We do understand the frustration of the customer but decide to uphold our policy for all customers. Thank you.

• Initial Complaint

  Date:07/14/2022

  Type:Delivery 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 ordered a turbo kit for my truck through them on 5/16/22. It took a couple weeks to get some parts which is okay. But when they arrived I received half the kit and some of them not even the correct brand. I paid over $3200 for this kit. I have been patient and polite every time I try to contact them. Now they will not respond to my voicemails, answer the phone calls, or reply to my emails. I just want a response.

  Business Response

  Date: 08/08/2022

  Hello, I am Director of Operations here at Unique Performance LLC, I am reaching out in response to our complaint from the customer. At this point in time the complaint has been resolved directly between Unique Performance and the customer for his order. Initially there was a delay in receiving the parts in which we offered assistance and solutions to the customer which had taken longer than expected. As far as not receiving certain items and receiving the wrong brands, we had made the swap to the customer for the correct brand and had shipped out and delivered the missing components to his order. We had also offered and processed a refund for certain items and to our knowledge from the customer everything has been resolved and the customer received all the items in which he was initially intended. 
  
  
  Joel D******
  Director of Operations - Unique Performance LLC.
  ************
  *******************************
  Thank you for your response.Thank you for the update.Thank you for your assistance.