ComplaintsforJegs High Performance Centers

• Initial Complaint

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 tires totaling $701.34 and they were to be shipped to my house. This was at the end of April. The tires never arrived. I tried calling Jegs a total of 10 times and was on hold for more than 3 hours never getting a hold of anyone. I filed a dispute with my credit card company and since Jegs supplied a tracking number that was sufficient enough for them to close the dispute. I am out 2 tires and $701.34. At this point I want my credit card refunded.

  Business response

  06/19/2024

  Hello, 

  Thank you for reaching out, I am very sorry to hear about the issues you have had with this order. 
  

  In looking at the tracking numbers we shipped on, they do show photo proof of both tires being delivered to your address with the house number in clear view - This view is also clearly replicated on Google Maps. Since this is a confirmed good delivery with photographic proof, we are not able to refund or reship this order. ************ & ************ are the tracking numbers for your shipment that have the photos attached. 
  
  If you believe this was theft, please contact your local police and file a claim with your homeowners insurance. 

  Thank you,

  JEGS Customer Care

   

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21870960
  
  I am rejecting this response because: the tires are not in my possession.  They show as delivered, but were not at my house.  So whether they were stolen or what is not my issue.  I find it funny that there was no signature required on items that are over $700.  I have items of lesser value that need signatures.

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a hitch from Jegs on **** Called the following morning to find out that the hitch they have listed as available and ready to ship is actually back ordered with no ETA They will not process the refund although they do not have the item and have confirmed over the phone this information

  Business response

  06/13/2024

  Hello, 

  Thank you for reaching out, I am very sorry to hear about the issues that you've had. I do see this was ordered on the 10th and was canceled and refunded back to **** on the 11th. 

  
  Can you confirm you have recieved the refund? 
  
  Thank you,

  JEGS Customer Care

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  5/14/2024 I purchased 24 Nitro 70 high performance motor oil. I received 24 Nitro 50 high performance motor oil. I called customer ********************** and was ***** in the que. I called back the next morning and was 31st in the que. After waiting an hour, I finally was able to speak to a customer ********************** agent and explained the situation. He informed me that I needed to send a photo of the Nitro 50 oil as well as a photo of the tore up box it came in. I told him time was of the essence as I needed the oil in a hurry which is why I purchased it. I sent him the email with the requested photo, and I have had no response back in over a week. I email daily to check the status as well. Due to time restraints, I ordered the oil I needed from ******, who had it to me in 2 days. I included that information in the email to the customer ********************** rep, (who I have had zero response from) and stated I would like a refund instead of the correct product. Jegs used to have great customer ********************** as well as product support and quality. I am not sure what has happened, but they have gone way downhill. They have lost me as a customer for sure. Hopefully I can get my money back, I for sure will not be holding on the phone for 4 hours to speak to a customer ********************** agent.

  Business response

  06/11/2024

  Hello, 

  Thank you for reaching out, I am very sorry to hear about the issues that you have had. We are working on hiring more staff to reduce the hold time. We are aware your time is valuable and appreicate you waiting to speak with us. 
  
  I did locate your order, unfortuantely, the agent handling your case has been out, sick. I did issue you a refund today. You should see that credit in 2-3 business days. We do not need the product back. 
  

  I sincerely apologize for the long waits and hope we can continue to do business together. 

  Thank you,

  JEGS Customer Care.

  Customer response

  06/12/2024

  Thank you for your response, but I was refunded only for 12 quarts of the incorrect oil. I ordered 24 quarts and was sent 24 quarts of the incorrect oil. Thank you!

  Customer response

  06/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21832405
  
  I am rejecting this response because: Thank you for your response, but I was refunded only for 12 quarts of the incorrect oil. I ordered 24 quarts and was sent 24 quarts of the incorrect oil. Thank you!
  
  Regards,
  
  *********************

  Business response

  06/17/2024

  Hello, 

  I did locate another invoice with 12 more. Those have now been refunded. 

  Thank you,

  JEGS Customer Care

  Business response

  06/17/2024

  Hello, 

  I did locate another invoice with 12 more. Those have now been refunded. 

  Thank you,

  JEGS Customer Care

  Customer response

  06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gf order a exhaust from you guys and it just does not fit at all been trying to put it on for the pass 4 hours now and cant even get it on I will never order from you guys again and you guys took over a month and a half to get here so I am pretty ****

  Business response

  06/13/2024

  Hello, 

  I sincerely apologize for the issues that you've had. I did try to locate your order and have not been able to find it. We have tried to reach out to you and have not received a resposne. We would love to look into this and assist the best we can if you could please provide us more details to locate your order. 

  Thank you,

  JEGS Customer Care. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Camshaft and they marked it shipped and held it for 4 days. I requested to cancel the order on the 4th day then they shipped it. When I called to cancel I had to wait on the phone for 2.5 hours. Then the guy said he tried to cancel it and if it didn't work they would cover the shipping cost. Well, I ended up with the part. I returned it immediately and paid for the shipping back to them and they are trying to just give me credit to my account rather than a refund and the credit doesn't include the shipping charge they said they would cover. Never mind that though, they want to give me credit when their policy states they would provide a refund. I call and you have to wait on the phone for hours no matter when you call. I assume this is an attempt to get you to hang up and not continue to get your money back or ask about anything.

  Business response

  06/07/2024

  Hi Donald, 

  Thank you for reaching out, I sincerely apologize for any issues that you may have had surrounding this order. I have refunded the return shipping that you paid as well as the priority shipping you paid on your original order. You should see those credits in the amound of $17.21 & $61.11 hit your card you used in 2-3 business days. I also looked into your other refund and it should be coming back to your original form of payment as well. 

  Please let me know if there is anything else we can do to assist you.

  Thank you,

  JEGS Customer Care

  Customer response

  06/10/2024

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the beginning of May 2014 I ordered a Holly sniper 2 at fuel injection kit for a customer's car that I was working on. The kids seemed priced according to other websites and seem to include everything that was needed for installation. Upon receiving the parts in the mail I noticed missing parts that when I tried to contact the company about I never got past a hold on the phone without it going to a busy signal. Never got to speak to anyone about the issues that were happening with my shipment. Even to this day. The parts did not work as promised and when I tried to return the parts that were broken they would not allow me to just return the broken parts. I had to return the entire kit that I purchased. This cost me multiple days worth of time and energy and effort and a angry customer.

  Business response

  05/23/2024

  Hello,
  
  Thank you for reaching out , we sincerely appreciate your feedback. I am very sorry to hear about the issues that you have had. I do understand how that can be frustrating for you and your customer. The best way for us to ensure you get a working kit back is to exchange the entire kit from Holley – They do not offer sellable part numbers for everything in the kit and will not accept an incomplete kit back from us for a return.
  
  I have added notes to your order to overnight you a replacement as soon as we see your order returned to us, if you would like to reply to this email once you drop it off at FedEx, I am able to ship one as soon as we see a return scan to us. I would need you to validate the shipping address, so we are sure we are sending it to the correct location.
  
  Please let me know if this solution works for you,

  Thank you,

  
  JEGS Customer Care

  Business response

  05/23/2024

  Hello,
  
  Thank you for reaching out , we sincerely appreciate your feedback. I am very sorry to hear about the issues that you have had. I do understand how that can be frustrating for you and your customer. The best way for us to ensure you get a working kit back is to exchange the entire kit from Holley – They do not offer sellable part numbers for everything in the kit and will not accept an incomplete kit back from us for a return.
  
  I have added notes to your order to overnight you a replacement as soon as we see your order returned to us, if you would like to reply to this email once you drop it off at FedEx, I am able to ship one as soon as we see a return scan to us. I would need you to validate the shipping address, so we are sure we are sending it to the correct location.
  
  Please let me know if this solution works for you,

  Thank you,

  
  JEGS Customer Care

• Initial Complaint

  05/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - When: April 26, 2024 - What: ***-***** Complete brake line set - with power disc conversion for ****-**** ***** ****** w/rear multi-leaf (stainless) - Dispute: I purchased the product on the company's website b/c it was advertised as a complete brake line kit, showing all of the contents included in the product photo. It was also on sale for $147.59, about $40 dollars cheaper than competitors, so I made the purchase. Total cost was $172.33. When I received the product, I noticed several items were missing, so I reached out to Jegs (###-###-####), after waiting for 1.5 hrs, I finally was able to talk to a CSA, *****. She was polite and apologized for the long hold, then I explained to her that there were missing items from my order, being the rubber hose and the mounting hardware pictured on the site (I later realized more was missing). She apologized and sent an email to the warehouse to correct the problem. I received an email from ***** on May 3, 2024 stating that the warehouse had looked into my issue and came to the conclusion that the reason the items were missing is because they are not included in the kit and that the website states the image is a "representative photo" of the actual product. I replied same day, confirming I was aware of the statement, however it referred to the "appearance" of the product, not its contents, and that description did not lead me to believe that some items may not be included, I also included some photos in the email per their request. I did not receive a reply, so I contacted ***** directly at her ext. on May 8, 2024 and left a message, she later replied that the warehouse again confirmed that those items are not included and that I could return the item. My preferred resolution would be to provide all items in the product photo at the advertised price, or issue a refund in the amount for the missing components, as I have no way of knowing what I was actually charged for, given the product photo and vague description.

  Business response

  05/20/2024

  Hello, 

  Thank you for reaching out about the issues that you've had. I sincerely apologize. 

  I did look into this and it does not look like we have the available parts to provide that you are missing. Our supplier does not offer them. 

  I am able to offer you a return shipping label to send the kit back to us at no cost to you, or if you would like to keep the kit, I can offer you a 50% discount so you can source the pieces locally to make the kit complete. 

  Please let us know what you would like to do and we will get you taken care of, again, I am very sorry for the issues that you've had. 

  Thank you,

  JEGS Customer Care 

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint by providing a 50% discount to the purchase so I may source the missing parts locally. I ask that they please reach out to me by email to get this process started.
  
  Regards,
  
  ****** ******

  Customer response

  07/22/2024

  ************************* <*********************>
  11:33 AM (2 hours ago)
  to disputeresolution
  
  Hi,
  
  I am asking that the complaint number ******** be reopened because the vendor (Jegs) has yet to reach out as I had requested to receive my 50% refund that they offered. It has been over a month since they gave me the option to either return the product at no cost or receive a 50% refund so that I could buy the missing pieces locally. When I chose to close out the complaint, I had requested in the message I included that they reach out by email to get the refund process started, which they have yet to do. Assistant with getting this fully resolved would be greatly appreciated. Thanks!

  Business response

  07/22/2024

  Hello,

  I sincerely apologize for the oversight. I have issued you a refund in full. You should see the credit in 2-3 business days.

  Thank you,

  JEGS Customer Care.

  Customer response

  07/24/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered headers for a classic car on jegs. They came in on a friday afternoon. Packaging was damaged so we opened and got items out and took pics of damaged product. We needed the headers for a meet with the car so we installed the product. We tried calling jegs on friday but had a 3hr hold. We called again monday and had a 3hr hold again so did a message online and waited for over an hr for agent. Agent said they would offer a 50% discount for damaged product to keep them. Order was $224.07 which would be approximately $112.04 partial refund. They said that 50% was only $100 im not sure who they have doing math but thats not right! I would like a partial refund for having to keep damaged product jegs customer service said they wouldnt return!!! Order # ************ I think a $125 credit for the hassle of installing damaged product and buying replacement exhaust gaskets is reasonable. I have more pictures of damage i can provide i attached a few of the major damage

  Business response

  05/07/2024

  Hello, 

  Thank you for reaching out, I am very sorry to hear about your experience. 

  I do see that you spoke with someone and they have issued you a $150.00 credit for the issues that you've had. You should see that post to your account in 2-3 business days. 

  I sincerely apologize for the issues that you've had. 

  Thank you,

  JEGS Customer Care 

  Customer response

  05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a set of quarter panels from Jegs. They were supposed to br here in January. They sent an email saying they would now come in April. April came, then they said that they can't get the quarter panel as they are discontinued. They say that they were going to put a credit on my credit card on April 11. It'd supposed to take only 3-5 days to get it. I have emailed them and they still did not credited my account. All I want is my money back that they have kept for over 5 months.

  Business response

  05/06/2024

  Hello, 

  Thank you for reaching out. I do see this was refunded back to you on 04/11/2024 with reference number ***********************. This was refunded back to a card ending in **** issued by Master Card. The total amount refunded was $1,146.77

  Thank you,

  JEGS Customer Care

  Customer response

  05/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. My credit card company didn't put the credit through, because I have a new card number now. It was sitting on the old card number, which was compromised in January. I now have the credit in my account. Sorry for the confusion.
  
  Regards,
  
  **** *****

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a set of pistons from jegs and they were shipped missing parts. That caused to a failure of the pistons and rings. I contacted them in January and they stated they needed photos. I sent photos and they opened a claim with the vendor. They later stated that they were going to warranty the pistons. But after months of emails with them giving a different excuse each time they have stopped responding to me altogether

  Business response

  05/06/2024

  Hello, 

  Thank you for reaching out, I am very sorry for the issues you are having. I did look into your issue and the vendor is not willing to offer any assistance due to the part being installed incorrectly (missing the parts, that incidently were not included with your purchase) I have issued you a full refund for this order. You should see a refund back to your AFFIRM account shortly. 

  Thank you,

  JEGS Customer Care

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ******

*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. ↩