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Business Profile

Auto Customizations

Ultimate Racing

This business is NOT BBB Accredited.

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Complaints

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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Complaint type

  • Initial Complaint

    Date:20/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 exhaust system (header downpipe, catback exhaust) from Ultimate Racing on 8/25/2021 for a total of $1619.50 (Order #*****). This includes a $195 option for a catalytic converter in the downpipe. Ultimate Racing offers a 5 year warranty. I started a claim (#******) because of a crack in the downpipe. After sending pictures and getting authorization for the claim on 9/6/22, I removed the downpipe from the car and noticed the catalytic converter was broken and rattling around inside the pipe. I sent an email on 9/9/22 stating that I shipped it back and that the catalytic converter was damaged. After 4 months of nearly no communication from Ultimate Racing, I finally received the downpipe on 1/12/23. The only thing they did was weld the crack. The catalytic converter is in the same condition as when I sent it back. I reached out several times during those 4 months and I was told that there was a shortage of staff and materials needed for the repair. This gave me the impression that the catalytic converter was on back order and causing the delay. It makes no sense for me to wait 4 months just for a simple welding that can be done at any shop. This is beyond unreasonable. I sent several emails and messages on their website about the issue and they have yet to explain why it took 4 months if the catalytic converter was left untouched. The only response I’ve received said that the claim documents only state to “weld crack” and that I can purchase a new catalytic converter to have them weld it on. There was never any communication that I would have to pay for a new catalytic converter. A simple inspection of the pipe would’ve identified the damaged catalytic converter and the process of replacing it should have been communicated with me. This unreasonable delay to an incomplete repair is a failure to honor the warranty.

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