1/5

posted Jan-13-2013

"I have been a loyal Summit Racing customer and supporter for more than a decade. Until now, they have always corrected any problems in a timely matter. Sadly, Summit Racing waited until my most expensive purchase ($9000, ZZ502 create engine) to refuse to make good on a product problem NOT of my making

In March 2011, I purchased a ZZ502 create engine. Soon after installation and running the engine for short periods, the starter would no longer engage with the flywheel properly and we couldn’t restart the motor. Following several weeks and hundreds of dollars attempting to resolve the starter issue - new starter gears, shims and a custom built starter by a local expert - the actual issue was discovered. Unfortunately, the new create engine was defective and had or either developed cracks where the starter attaches to the block.
During the 2011 period we had extensive discussion with Summit tech reps, who concluded that there was,”….too much torque from the starter.” The result; I was left to repair the crack on my own at my own expense. During the wielding prep (grinding out crack) for ZZ502 cracked block repair process, the wielder, with more than thirty years of experience, found a “sand hole” in the affected area. We relayed this information to Summit tech folks and they asked for proof. The block had already been wielded and “sand hole,” photos were not possible. I offered to send a letter from the wielder, but Summit tech wanted photos. Once again, I was compelled, after months of delay, many man-hours of effort and hundreds of additional dollars, to act on my own to find a way to restart the engine to complete the project.

Throughout my past dealings with Summit Racing, they always made complaints right in a timely manner. Not this time. The Summit Racing representatives were not going to go out of their way to try to fix or resolve my problem. I’m sure Summit Racing Team wouldn’t install an engine with a repair wield of a defective cracked block. Yet that was Summit Racing’s resolution to my complaint – “Sorry, fix it yourself and drive it.” I expected better. At the time, Summit Racing did offer and did send another starter as, I guess, a gesture of good will.

On November 1, 2012, after 20 months of trying to resolve an issue caused by a defective $9000 ZZ502 create engine, I sent a letter of complaint to Paul Sergi, Chief Executive Officer of Summit Racing Equipment in Tallmadge, Ohio, hoping that my letter would bring suggestions for resolution. Unfortunately, the response to my letter was as disappointing as all of the interactions I have had along the way.

I was hoping that Summit Racing would accept my recent letter in the same spirit of fairness that I intended to convey and was looking forward to a reply with any suggestions for resolution of my complaint. What I received was more of an insult, rather than a resolution. During several recent phone conversations regarding my letter of complaint, I was repeatedly told that “I had no proof;” or “Summit Racing did offer and did send another starter.” Again and again during these conversations I pointed out that, “Rather than sending me another starter I didn’t ask for:”
• I should have been offered a new/replacement engine.
• I would have appreciated an offer of a refund or a rebate.
• I could have been offered some compensation for my expenses to repair a problem caused by a defective product sold to me by Summit Racing.

After some time, I received a final phone call from Summit offering me $300.00 followed by a Legal Release to be signed in order to receive compensation for my expenses to repair a problem caused by a defective product sold to me by Summit Racing. This is what happens when you get lawyers involved in Customer Service.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. Summit Racing can keep their $300.00 offer for to make-up for all the delay, the many man-hours of effort and additional dollars I had to put forward to complete the project. Rather than sing Summit praises for great customer service, I am left to do what I can to illuminate how Summit Racing poor customer service can change the entire perception a consumer has of an organization. My zz502 create engine experience illustrates why Summit Racing has among the lowest ratings in the Reseller Ratings and the Better Business Bureau Automotive Categories.
"

This review was modified by ronpat on January 14 2013 07:38:54 PM

report?

Is this review?… Helpful Cool Share

1/5

posted Oct-23-2012

"I recently bought a Holley "remanufactured by Summit" carburetor and a Tuffstuff Alternator and a Set of Summit brand Headers.

The headers wouldnt even come close to sealing- period. I had to take them to a machine shop to get them milled flat- the machinist laughed at the product they sold me...

The Carburetor wouldnt run right no matter how I adjusted it. It was actually unadjustable all together. I took it to a Local guy with over 30 years experience with Holley carbs. When I picked the carb up, I was given the parts that came out and they e=were beyond cheap. Broken spring, cracked diaphragm and TWO DIFFERENT jets- WTF??? My carb guy laughingly said they must have slammed this one together on Friday. He laughed at the product they sold me...

The Tuffstuff Alternator took a crap on me as well. I took it in to be repaired as I had to have it in a hurry for a car show. The Alternator shop rebuilt it and once again laughed at the parts that were installed in a "Name Brand" part...

I bought all of these parts at the ame time, and each failed me within 100 miles of a fresh installation. I just got off the phone with a lady in customer service and was told "Sorry you're unhappy" with a long pause.

I bought my parts a year or so ago and just got finished building my car, so the parts arent warrantied anymore, even though they are all brand new.

Summits products are garbage these days. I will NEVER, EVER bring my business back. I spent hard earned money on these parts and they are junk."

report?

Is this review?… Helpful Cool Share

1/5

posted Oct-15-2012

"Bought a "direct fit" cat convertor from them. I had a mechanic install it and it was not a direct fit as website said it would be. So they pass me back and forth between Summit and Catco on what they are going to do about it. I am told that they will replace the part, But the $600 its going to cost to have the "direct fit" part replaced again is going to be out of my pocket. I guess their version of direct fit and my and my mechanics thought of direct fit are completely different things."

report?

Is this review?… Helpful Cool Share

1/5

posted Sep-19-2012

"Lousy telephone order takers, contradictory expected shipping dates, pathetic customer service. Still waiting for $516.00 worth of wheels that were paid for up front!!!"

report?

Is this review?… Helpful Cool Share

1/5

posted Sep-06-2012

"What a bunch of idiots. I bought 2 door hinge pin kit's for a 97 mustang. The kits were not available locally. When I recieved the kits and took one of my doors off, I discovered that the bushings were far too large for the hinge. Summit is refusing to accept the return stating that the pins were correct for the car. I gave them the year, make, and model again, and the customer service idiot told me that there was no way the part could be the wrong one as the part numbers matched. I was holding the parts in my hands and there was no way they were going to fit. I ended up having to drill out one of the hinge bores just to get the door back on and the car driveable. Now I have a screwed up door hinge that needs to be replaced simply because I had to have the car to get to work tomorrow and there was no other alternative. Thanks alot summit, you've put me in a position where I had to do a half-assed job just to be able to drive because your parts do NOT FIT!"

report?

Is this review?… Helpful Cool Share

1/5

posted Jul-15-2012

"Do not buy from these crooks! For years I praised these guys cause I am an Ohio guy & like to support local companies. Then I was screwed multiple times & Summit refused to make good on their own mistakes. First, they misadvertised a part. When I told them of the mistake, they told me oh well & I was stuck with it. Reluctantly I ordered a new part that they promised was correct for my application & was also a rebuildable part. Then less than a year later, the part failed. I called the manufacturer of the part and they asked me for the number stamped on the bottom. The number was 1101 which means it was made in November of 2001! The manufacturer told me that Summit had no business selling me a part that was sitting on the shelf for over 10 years and that the part was so old that it was now obsolete and NOT rebuildable. I then called Summit and once again they told me oh well! Now I'm stuck with $400 of garbage parts & Summit could care less. I will never buy from them again!"

report?

Is this review?… Helpful Cool Share

3/5

posted Jul-14-2012

"Bought their ground hog clamp component on Ebay. It was 10 dollars more than on their web site. Took them 3 weeks to get the part to me. If you are gonna buy from these guys compare the EBAY price with their website so you don't get gipped."

report?

Is this review?… Helpful Cool Share

5/5

posted Jul-03-2012

"Every order has been perfect!! I have ordered dozens of times from their online site, EBay store and from their retail store and everyone has been correct, shipped fast and they also price match on like parts. Plus the retail store is like a Toy Store for Adults, I can spend hours just browsing! And they have quite a few Car Shows throughout the year including Super Summit in the Spring"

report?

Is this review?… Helpful Cool Share

5/5

posted Jul-03-2012

"I have ordered many times from their online site and from their EBay store and it has been nothing short of awesome everytime!! Shipping always arrives next day, their shipping prices are unmatched and the customer service is the some of the best I have ever experienced"

report?

Is this review?… Helpful Cool Share

5/5

posted Jun-28-2012

ResellerRatings.com TOP REVIEWER!

"I've placed only a single simple order for some unusual Redline Oil. They sent the right stuff, packed adequately, and shipped the same day as I entered the order. So no complaints at all. The only reason for deduction of stars is that the stuff was priced at full list. But then, anywhere you go to order Redline or Amsoil you're probably going to be paying the full list, so maybe I shouldn't complain about it. But at $13/qt, I'll reserve the right to complain. Anyway, no problem with these guys so far, and I'd order from them again."

report?

Is this review?… Helpful Cool Share

1/5

posted Apr-21-2012

"I ordered parts from summit and was a little concerned when I hadn't received them two weeks later. I contacted their customer service and was told the parts were out of stock and they wouldn't arrive for another week. After another week went by and I still hadn't received them, I contacted customer service again. This time I was told it would be an additional month because they were backordered. DON'T LIST PARTS FOR SALE IF YOU DON'T HAVE THEM IN STOCK!!! Cancelled order and found parts cheaper elsewhere anyways!"

report?

Is this review?… Helpful Cool Share

1/5

posted Mar-19-2012

"Bad salesman and terrible customer service and tech support is just as bad. From now on i will go somewhere else that will they will fix there on mistake i will never buy anything else from summit"

report?

Is this review?… Helpful Cool Share

1/5

posted Mar-01-2012

"Ordered part from Summit. Wrong part was sent and refund issue will be 3-5 business days. Replacement part will be at least a week. Not the first time I have ordered from this company and not the first time they have screwed up. Last time they made it right in a timely manner. Not this time. They were not going to go out of their way to try to fix the problem. If you think they sent you the wrong part, DO NOT ACCEPT IT!! Send it back."

report?

Is this review?… Helpful Cool Share

5/5

posted Jan-08-2012

"Good prices, good service"

report?

Is this review?… Helpful Cool Share

1/5

posted Dec-02-2011

"I wanted a Airaid Air Filter and found one at Summit. Well I thought I found one. I ordered the filter, my PayPal account paid for the item immediately and then I was told that the item was backordered. The item listing said the item would ship tomorrow. Seems that tomorrow never came. After three or four emails I told them to cancel the order and they said I would see a refund in 5 to 7 days. 5 to 7 days but I paid instantly. Most business would tell you instantly that an item is not is stock and if you agree to wait then they would not bill until the items is available so ship. Customer service is very curt and not at all very helpful. Went to CARiD.com. Nice honest folks. "

report?

Is this review?… Helpful Cool Share