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:06/13/2023

  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.

  1. Sales Order ****** - Order Date: 01/11/2023 - Amount: $2,622.33 - it took almost 4 months for production and delivery. - received damaged part (photo attached)- Fabspeed told me to go to local exhaust shop to fix it. I was quoted (locally) at about $100 for fix.- not answering my mail/messages/tickets - first *** tracking no. (undelivered and returned because of bad destination address): ****************** - second USPS tracking no. (delivered): ********************** 2. Sales Order ****** - Order Date: 03/31/2023 - Amount: $578.95 - no tracking information provided - I was told it was shipeed but returned - I told Fabspeed to fully refund if they are unable to deliver (not my fault) but they cancelled order and took 15% cancelaltion fee I can live with damaged part and fix it locally but I want that %15 fee (approx. $90) back.You can check everything at:*************************************************************************************************************************************** ***************************************************************************************************************************************

  Business Response

  Date: 06/20/2023

  We have been in full communication with the customer and after settling this dispute, the customer assured us that he would retract is BBB complaint. 
  
  We have made every effort to resolve this customer's issues and feel that we have done so.

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  On June 13th I had a phone call with ******************************* when we discussed the problem.
  I offered two options: first - to get back to the original deal so that Fabspeed send me the package, and second - to refund $90 Fabspeed took as cancellation fee even though I didn't cancel anything.
  ******* chose the first option. We agreed to send the package via ***.
  As of now, June 23rd, the package has not been sent.
  In the meantime, Fabspeed said that the package had been sent. After that, **************** sent me weird screenshot showing some USPS(!) interface, etc.
  They have the proper address (one package received in May).
  Also, they proposed to refund $90 if I drop BBB complaint and I agreed to that. Also, it never happened.
  So my option is that Fabspeed was just stalling and never wanted to send me the package after all. I have NEVER received a tracking number for that package since I paid for it and that was March 31st!
  
  So, the bottom line is: Fabspeed didn't send the package for 3 months and took cancellation fee illegally.
  I was open to all solutions and very very patient. I have all communication screenshots and can provide them on request to back everything I wrote.
  
  Regards,

  ****** *******

  Business Response

  Date: 08/10/2023

  I appreciate you taking the time to go through this case. We take all customer matters seriously and strive to make things right. Therefore I wanted to add a final response to this as I was just given more details in the case. 
  
  Initially, the customer (******) identified that he was a member of the armed forces and needed to ship the goods to his APO address, CC, an individual named "*** ******." and received a Military discount.
  
  

  The address was provided to us, and even corrected with an alternate APO ID number, and that with which was signed for and verified as correct by the customer at the time of purchase was "*** ******- *** *** - Box **** - APO ** ***** Italy" See attached SO
  

  
  

  After it was returned, we shipped it out again but sales and shipping both requested rank and proof of Military ID from customer (****** *******), which was refused. ****** ******* Wrote:  'Hi *****, omit rank. Thanks,******"
  It was discovered through conversation with ****** and *** ****** that this was not purchased by a member of the armed forces, but rather a civilian looking to defraud the Italian gov of taxes.
  

  
  

  Customer was notified and given a refund at $492.11 (out of $578.95)

  Customer questioned the difference and was given this in response.

  ****** -there are cancellation and restocking fees, that can be up to 25% of the entire order. You signed agreeing to Fabspeed‘s terms and conditions when you placed the order. I was able to make those fees only 15%. With that being said I also went out of my way to go to the post office and personally ship both packages using the United States Postal Service that you insisted for us to use so you would not be charged customs. After speaking to your legal representative, I gave her the cost *** charges to ship your last order to the address in Croatia. She then advised that we cancel the order and accept the cancellation/restocking fees."

  Customer Answer

  Date: 08/14/2023

  Hello,

  Fabspeed (****** ******* **.) did some serious accusations that are far from truth but mentioning my friend's name (***) in context of fraud of any kind is not acceptible and I don't want to show that information publicaly.

  Clarification: I ordered that parts on behalf of *** ****** that is not military personel (she is *** teacher in Army base, no rank) but lives and works in Army base in Italy, hence shipping to APO was only possibility. Problem was that that ***** guy at Fabspeed mistyped shipping address - wrote "Italy" instead of "USA" for destination country - APO is US territory anywhere in the world, so package couldnt be delivered.

  Also, Fabspeed constantly refused to ship goods via USPS as I begged them to do since USPS is only service that ships to APO. Fabspeed insisted on *** (that internally ships via USPS) but *** insisted on receiver's rank that does not exists (see above explanation). So after a month or so I just wanted to end this agony and request money back because Fabspeed was unable to ship out the package and they took it as order cancellation. That was just not right. I did nothing wrong and I've been patient for months.

  So, if this is school, I'll pay $90 for it and drop the case... I just don't want to show personal informaion (names) publicaly. I am not really sure what happens if I reject this proposal. Can you give me advice?

  Thanks,

  ****** 

  Business Response

  Date: 08/14/2023

  We have connected with the customer and resolved the situation amicably.  We have issued the refund for the additional amount of $86.84 to rectify the cancellation/restocking fee associated with the order.  Please see attached copy of refund receipt. This case should be considered close and resolved. 

  Customer Answer

  Date: 08/16/2023

  
  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. 

  Regards,

  ****** *******

• Initial Complaint

  Date:04/30/2023

  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 was told by fabspeed Motorsports that my CC/**************** was flagged as fraud and would not be excepted/charged. I was also told I need to reorder and did so a few days later. I have read several other complaints online where Fabspeed Motorsports did the same thing to other costumers. The second order was shipped but the first order was not. I contacted **************** and filed an investigation into what had transpired. Fabspeed repeatedly, according to ****, sent the "shipped" paperwork from the second order to **************** confusing them. It took almost a year for **** to figure out what really happened. In the end all parties agreed that the *** exhaust system I ordered the first time in the amount of $2900.93 was paid for but not shipped. I sent a request to Fabspeed Motorsports a refund for $2900.93 or the Exhaust system be shipped to me.with no response to date. I have all documentation to these facts.

  Business Response

  Date: 05/25/2023

  Unfortunately, the customer's initial order was indeed flagged by our 3rd party fraud detection software. As such, Fabspeed is not able to access the funds, and they are held in quarantine. Per the instructions given, the funds are required to be retrieved via chargeback to protect the true owner of the credit card, in the event it is fraud. Unfortunately, through the conversations our Staff had with the customer, and the conversations with Amex, it was discovered that the customer incorrectly filed a chargeback for the products he did in fact receive (#*****), NOT for the order flagged (#*****) as fraud and held in quarantine. As such,Fabspeed provided **** proof of delivery for the order they were disputing, and it was decided in our favor due to that proof. As we have requested many times in the past, and even relayed to **** on the customer's behalf, he MUST file a chargeback for the order that was flagged. Once that dispute is filed, the funds are automatically pushed back to the cardholder by the 3rd party.

  Customer Answer

  Date: 06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  ****, from Fabspeed Motorsports Called me this afternoon and confessed they DO have the funds ($2900.93) and there is no 3rd party involved.

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

  Business Response

  Date: 06/22/2023

  It seems like this issue is being taken care of through the billing department. HR handles BBB complaints. 
  We are asking for this complaint to be removed because we are doing everything we can to help the situation. 
  We are asking the customer to continue to correspond with their contact at Fabspeed to finish resolving this issue.

  Thank you

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair 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 provided my VIN number to insure compatibility of a cold air intake system which came up after entering "**** TTS cold air intake" in their search box. The intake fits more than one make of car (both ** and ****) as the same engine is in several different cars. I couldn't tell from the title whether it worked for my car or not as it listed only one car the system would work for. After entering my VIN there was no notice of incompatiliblity as you would get from every single other car part I have ever ordered. My engine is identical to both the other **** and the ** make which this does apparently fit. The three part system costing over a thousand dollars took months to arrive and when it did I found it wouldn't even attach to either part of my car. There was NO installation because I had nothing to attach the system to. All I ever did was remove it from the box. FabSpeed stated that the VIN number was not provided for the purposes of ensuring compatibility but for some unknown reason. They laid the blame on ******** for the refusal to take a return because there had been a partial installation. Really? When does taking something out of a box constitute an installation? Where a part fits several models the designation in the title of the part does not tell you which engines the part will work with which is why it is critical to supply your VIN. This is common practice for even the most inexpensive car part. Because frequently a part when fit many different cars, it is critical to check the part against the VIN number supplied. Only the dealer has this information, as the consumer I have to rely on the dealer to make sure the part works for my VIN. Without exception aftering entering your VIN and pressing enter the computer checks compatibility and if not compatible both informs you and will not allow you to place the part in your cart. This is such a routine practice that as a consumer I rely upon it in ordering everything for my car.

  Business Response

  Date: 12/01/2022

  There is no search on the Fabspeed website for an "**** TTRS cold air intake" that generates any fitment for an **** **, and any search outside of our website is beyond our control. The product selected made no mention of the TTRS fitment, yet the customer proceeded to purchase a product that clearly indicates it is for an **** **. We received no emails or phone calls questioning fitment prior to purchasing. As this is not a Fabspeed product, and drop shipped from the manufacturer, it is clearly indicated on our Terms and Conditions that Non-Fabspeed products are subject to the vendor's return/restocking fees. The buyer agreed to those terms when placing an order online as a documented understanding and commitment. The vendor (********-USA) was willing to consider accepting the open-box items, however, the pictures supplied in this case clearly show the product installed onto the car. We reached out to ******** to see if there were any pieces that could adapt your purchased item for the ** to the ****. As the supplied photo displayed, there are no similarities in any part between the ** and ****. The *** request is on select ******** intake products and is not used as a chassis decoder. The *** is used when the intake ordered has chassis breaks within a model year(s) so that no further customer contact is needed to process the order. While it is unfortunate that the customer placed an order incorrectly, this is not a Fabspeed error. There is nothing on the Fabspeed website, item description, or invoice that indicates this ******** intake fits a ****, it specifies that it fits an **** **.