Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 15th 2024 I ordered a Carburetor for my 1979 Pontiac Firebird Automobile . A few weeks went by ,, nothing . So I called and emailed Jet Performance . After a few attempts I got ahold of someone who said they had a backlog which was of course not mentioned by them earlier . On April 5th 2024 I received a box from Jet Performance . In the box was a Boat Carburetor . And an invoice for a different person besides myself . I emailed several times again . I phoned various extensions of this business . On May 5th 2024 a rude , inpatient employee of theres .. Who said he had no idea where my Carburetor was and he would send a return shipping label for the incorrect Carburetor that was sent to me . As of this time that has not Occured ,,, nothing has happened . No further contact and they wont Answer their phone . I have requested a dispute charge/refund thru my Credit Card . This will take some time. I do Not want or have any use for the incorrect Carburetor they have sent to me . I know Im not the first Complaint on Jet Perfomance Products California. And never wish to make a purchase from them again . Hopefully more people wont be affected by their poor business and unethical practices . Please return my money .

  Business response

  05/09/2024

  It appears we dropped the ball several times on this order.

  Initially we switched carbs in shipping and shipped the wrong carbs to two different customers. After being contacted by the

  customer we were supposed to send a shipping tag to return the incorrect carburetor back to us which 

  we did not do for some reason.

  As of today 5/9/24 we have refunded the purchase to the customers credit card and we are emailing him a shipping label

  to return the incorrect carburetor. We apologize for the inconvenience, we sell over ****** parts a year and we do make 

  mistakes sometimes.

   

   

   

   

  Customer response

  05/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  SENT WRONG PART NOW THERE SAYING I ORDERED THIS PART DID NOT RECEIVE RIGHT PART THEY SENT ME ***** ORDERED *****

  Business response

  03/15/2023

  We sent the wrong part to the customer and the customer has decided he wants a refund instead of the correct part. 

  Customer response

  03/17/2023

   At this time i still have not received any refund

  Business response

  03/17/2023

  The customer will get the refund as soon as we have the part back.

  Customer response

  03/23/2023

   the part was received by you on 3/20/23

  Business response

  04/24/2023

  The customer was refunded on 3/20/23 when we received the part.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mass air flow sensor on 11/24/2022 at the amount of $188.97 Jet has discontinued responding to me via all contact methods.I am asking a full refund. Thank you BBB

  Business response

  01/11/2023

  We shipped the item and it was delivered on 12/28/22 to the customers address.

  The Fed Ex tracking number is ************ the customer can track this at Fed Ex .com . It shows it was delivered at 2:08 pm on 11/28

  and there is a picture of the package against the door.

  Customer response

  01/12/2023

  I asked them for a refund. I need a shipping label to ship it back I was away from home.

  Business response

  01/12/2023

  *************** needs to return the product with the  RMA # ***** that was issued on 12/2/22 , we don't provide return shipping labels.

   Contact the customer service department at ************** or *************************** if you have further questions.

   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mass air flow sensor from their website in April 2021. I thought it was working fine until I noticed that the suv was smelling as it was running to rich. Smell from engine bay was horrible. I took it to a mechanic and was told that it was a small oil leak from the valve cover. I had that replaced but ***** continued. The suv then began to have dtc codes stating that maf sensor was bad. I called the company and they sent me a replacement. After installing the suv ran worse. Now I had new dtc codes. I then replaced my old stock maf sensor and everything worked fine. I contacted their customer service department to ask for a refund. I even told them I would be happy to send both units back since they are not usable in my suv. They told me they are not new to the game and they had denied my refund request. Basically insinuating that I am lying or maybe running a scam. I purchased their product expecting it to work. I entered my vehicle info on their website and it said it was the correct part for my suv. Now they say their part is a quality tested product. However it clearly is not, otherwise it would have worked as stated. I paid ****** for the part. A part that is not usable in my vehicle and not fair of them not to refund money.

  Business response

  11/07/2022

  The purchase was over a year ago, the unit has a warranty and we can exchange the part for the customer. There are no refunds after 30 days.

  Customer response

  11/07/2022

  I understand the policy but your item does not work in my vehicle. Therefore they are useless and a replacement will not work either. You already sent me a replacement and it didnt work. Therefore a refund should be issued. You are selling an item that does not work in a 07 ****** xterra.

  Business response

  11/08/2022

  We have sold over ***** of this part # without issues so we doubt its an issue with the part itself. Our customer service reps asked you to provide the the part # off of the *** sensor we could verify 

  that you have the correct part and don't have have an odd number that isn't compatible with our unit.

  Its an electrical item it has a 30 day refund policy ,we can offer you a replacement part and that's it.

   

  Customer response

  11/10/2022

  Look, you can keep the 150 dollars. You can also make as many claims as you like as to the validity of your product.(with not actual proof that they work) You fooled me once but never again. Bottom line is I have two maf sensors from your company that do not work in my specific vehicle. I have the proof that they dont work, its not just a claim because they are sitting in a shelf in my garage. The minute they are installed they begin to throw off dtc codes. I never expected that your company would do the right thing and refund the money. It shows how much you value your customers. Please don't bother responding because honestly its not worth the back and forth. Good day

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding order number ******, for a performance throttlebody part number *****. Original order was for a spacer (part *****) and the throttlebody, for a discounted total of $256.06 on Sept 1, 2022. The initial package contained the wrong throttlebody - they sent *****, not *****, and was received on Sept 11th. So I had to wait an additional week to receive the part. When the part arrived, I followed the installation instruction directly, and over the course of two weeks, had continuous error codes related to my Traction Control and a check engine light. I reset the battery several times and followed the instructions each time. No change, so I informed them of the issue and returned the throttlebody for a refund, as this was not a 'custom' part with no refund allowed. On Oct 18th, I followed up with them via email to ensure they had received the part, which was shipped back via ***** with the return label they provided (which had also take several days to receive, delaying a timely return). On the 18th, they responded that the part arrived and was being 'tested'. The part was shipped and would have arrived in near new condition, given it was used for about two weeks only as I tried to get my car's ECM to 'learn' the part as instructed. Email follow-*** from the 21st through the 28th of October have gone unanswered, regarding the status of my refund. I called on Friday Oct 21st, and ****** transferred my call to a female in the customer service ***** who looked into it, and stated that she would try to push the refund through that day. Initially, she had no idea what was going on, as she herself had indicated, and it took some time for her to get things sorted out. I tried to call again today for an update, and the outgoing voice message indicates that they are out of the office this entire week for maintenance. I feel, especially now after seeing other reviews and complaints, that this company has little or no intent of refunding my money. Very unprofessional.

  Business response

  11/07/2022

  Looks like we dropped the ball on this one. The credit for the return is being issued today 11/7/22

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a jet ***** programmer to program my truck ecm designed for my truck, I used it once and it didn't work correctly so I used it to put my truck back to its stock settings and it screwed up my trucks computer so it wouldn't start or run or do anything...I contacted ****** and **** on May 10th at jet customer service explaining the situation and was told they could reflash my ecm and fix the programmer for free if I sent them to jet and they would make sure it got expedited because I am without a vehicle and they are all car guys and understand my situation.. I paid $30.00 to send both items to jet via *** and they recieved them on the 16th so I sent a picture of tracking and an email saying they have them and I needed it done ********, I was assured the manager took this issue very seriously and was expediting the situation and then I was told the programmer was on backorder and would be fixed when they got to it but the ecm was being expedited and shipping it back to me would be expedited as well...I had ****** emails with customer service trying to tell them I needed it back as soon as possible and continued to be told it was being handled...18th I was told high priority and it was being handled...I contacted them again on the 25th and was told technician was reflashing my ecm as we spoke but needed my vin for my truck (which I had given then at least 5 times since the 10th) so I gave them the vin again on the 25th and was then told it takes 5-7 business days for this to normally be done as was told I should have my ecm back by the 3rd of June! I called a dealership and was told it takes about 30 minutes to reflash my ecm and I know feom experience that snail mail takes avout 5 days sooo I have been blatantly lied to and jerked around by jets customer service since the 10th of May and really lied to and jerked around during this past week since they DID NOTHING for basically 9 days just to ask for my vin and tell me I need to wait 5-7 more bus days!

  Business response

  05/27/2022

  The customer will get his PCM back as soon its repaired. Unfortunately its not as simple as a re-flash, the memory chips on the circuit board have to be replaced which takes time and parts.

  After reviewing the emails between our customer service and this customer it appears that we differ in what expedite means.

  The customer has resorted to using curse words and name calling with our customer service reps so they will no longer be responding to him.

  This is the last reply about this issue we will have for the customer or for the ********************

  Customer response

  05/27/2022

  The business continues to lie and I have called them out on their lies and they don't like it so instead of dealing with the issues they have created they are now deciding to ignore the bbb and myself...They NEVER said anything to me about having to replace anything in my vehicle computer and are now maling up more excuses to prolong the theft of my property!

*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. ↩