Does anyone have a source for Roush suspension kits? (LONG)
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Senior Member
Joined: May 2001
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From: Austin, TX
Does anyone have a source for Roush suspension kits? (LONG)
Does anyone know where I can get this drop kit for about $1100 shipped? Read further if you'd like more info.
Two weeks ago I ordered the kit directly from Roush Performance for $1100, shipped. I received 2 boxes last Friday, of which one was open on one end. I can't beleive these guys packed 2 leaf springs and 2 sets of bumpstops in a box secured with 3 8" strips of packing tape at one end. The box was about a foot longer that the 1 spring in it; so I could see how it could suddenly shift weight as the box was lifted. As it turned out, I only received the front coil springs, rear shocks, an alignment kit, and ONE leaf spring - NO bumpstops, NO front shocks, and NO 2nd leaf spring. I immediately called Roush and left a message on their voicemale. I finally talked to them this past Monday; and they said that they would look into it. They also said that my shocks had been shipped from California last week; so they would arrive later (Lie 1
). However, they assured me that I would have a complete kit by the weekend - Fun Ford Weekend in Ennis (Lie 2 ). Anyway, today, on a whim, I called UPS to see what the status of the claim was. They told me that there had been no activity on the tracking numbers I had provided; so I started the claim process for Roush. UPS informed me that even though I had paid for the items already, that the claims process is between the shipper and UPS. So with this new information, I called Roush and asked them what progress had been made on completing my order. They told me that they were waiting for UPS to call them back (Lie 3 ). I told the salesperson that I had already spoken to UPS and that no such inquiry had been made. He then said that he would look into this. I also informed them that I had already started the clams process with UPS and that they would pick up my package for inspection today. I also asked him for a tracking number for the front shocks. He said he would call me back with this info as well as status of the rest of the kit. A few minutes later, I get a call back. The sales guy now tells me that the shocks never shipped; but would be shipped today. OK, I could accept that. When I asked when the rest of my order is going to be reshipped, I got the bomb dropped on me. He tells me since he knows that everything actually made it into UPS's possesion, it's not his problem; it's mine. He says that it's between UPS and me. I tell him that UPS would only pay them and not me. He tells me that I am wrong and that because of the Interstate Commision Commerce laws this is the way it is. LOL. I ask him if he even knows what the Interstate Commerce Commision is - no response. I then ask to speak to his boss. His boss gets on the phone and tries to feed me the same load of bull. After explaining to him what UPS has explained to me, he says that when UPS pays him, he'll send out my parts. He says that he has no proof that I didn't get all the parts. The only thing he has to go by is what I have said. LIKE I NEED 1 LEAF SPRING 2 EXTRA FRONT SHOCKS AND BUMPSTOPS!!! I could accept waiting for them to ship my parts until UPS paid them except for 2 things: 1. They promised that my order would be complete by the end of the week. 2. They packed the box so poorly, I can't believe that even 1 leaf made it. My ultimatum was either ship the rest of my order or I would cancel it all together. They refused to ship my order. So I informed them that I would dispute the charge; and I did immediately after I hung up. He said I would have to ship the items back to them on my dime. I told him I would not subject myself to further expenses to correct their mistakes. His only response was to say ok. I got a call later from someone else asking when the packages would be available for pickup. I feel like their service was worse than any I have experienced in the last 15 years I've been making purchases via phone or online. Just wanted to give everyone a heads up.
Two weeks ago I ordered the kit directly from Roush Performance for $1100, shipped. I received 2 boxes last Friday, of which one was open on one end. I can't beleive these guys packed 2 leaf springs and 2 sets of bumpstops in a box secured with 3 8" strips of packing tape at one end. The box was about a foot longer that the 1 spring in it; so I could see how it could suddenly shift weight as the box was lifted. As it turned out, I only received the front coil springs, rear shocks, an alignment kit, and ONE leaf spring - NO bumpstops, NO front shocks, and NO 2nd leaf spring. I immediately called Roush and left a message on their voicemale. I finally talked to them this past Monday; and they said that they would look into it. They also said that my shocks had been shipped from California last week; so they would arrive later (Lie 1
). However, they assured me that I would have a complete kit by the weekend - Fun Ford Weekend in Ennis (Lie 2 ). Anyway, today, on a whim, I called UPS to see what the status of the claim was. They told me that there had been no activity on the tracking numbers I had provided; so I started the claim process for Roush. UPS informed me that even though I had paid for the items already, that the claims process is between the shipper and UPS. So with this new information, I called Roush and asked them what progress had been made on completing my order. They told me that they were waiting for UPS to call them back (Lie 3 ). I told the salesperson that I had already spoken to UPS and that no such inquiry had been made. He then said that he would look into this. I also informed them that I had already started the clams process with UPS and that they would pick up my package for inspection today. I also asked him for a tracking number for the front shocks. He said he would call me back with this info as well as status of the rest of the kit. A few minutes later, I get a call back. The sales guy now tells me that the shocks never shipped; but would be shipped today. OK, I could accept that. When I asked when the rest of my order is going to be reshipped, I got the bomb dropped on me. He tells me since he knows that everything actually made it into UPS's possesion, it's not his problem; it's mine. He says that it's between UPS and me. I tell him that UPS would only pay them and not me. He tells me that I am wrong and that because of the Interstate Commision Commerce laws this is the way it is. LOL. I ask him if he even knows what the Interstate Commerce Commision is - no response. I then ask to speak to his boss. His boss gets on the phone and tries to feed me the same load of bull. After explaining to him what UPS has explained to me, he says that when UPS pays him, he'll send out my parts. He says that he has no proof that I didn't get all the parts. The only thing he has to go by is what I have said. LIKE I NEED 1 LEAF SPRING 2 EXTRA FRONT SHOCKS AND BUMPSTOPS!!! I could accept waiting for them to ship my parts until UPS paid them except for 2 things: 1. They promised that my order would be complete by the end of the week. 2. They packed the box so poorly, I can't believe that even 1 leaf made it. My ultimatum was either ship the rest of my order or I would cancel it all together. They refused to ship my order. So I informed them that I would dispute the charge; and I did immediately after I hung up. He said I would have to ship the items back to them on my dime. I told him I would not subject myself to further expenses to correct their mistakes. His only response was to say ok. I got a call later from someone else asking when the packages would be available for pickup. I feel like their service was worse than any I have experienced in the last 15 years I've been making purchases via phone or online. Just wanted to give everyone a heads up.
Senior Member
Joined: Dec 2000
Posts: 3,451
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From: Portland, Oregon. USA
What a bummer. Sorry Ed I can't help with a Rousch soure, but you are correct about the UPS claims process. The shipper is responsible for the claim. Have you tried any local Ford dealers that are Rousch dealers? They may be able to help. Probably have to work them on price but I bet the would do it.
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Joined: Apr 2000
Posts: 159
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From: Wellington, Fl.,U.S.A.
Thanks Edward for that looonnnggg story. Really sorry to hear about your dilema. I'll bet Jack Roush would not like to hear about that , but then maybe he's too busy to worry about us small people that support him. I'll bet he was small once.
Well i had really thought about the Roush suspension kit. But there is also Bell Tech, Hotchkiss, & SoCal. Too bad for Roush there other small companies out there!
Well i had really thought about the Roush suspension kit. But there is also Bell Tech, Hotchkiss, & SoCal. Too bad for Roush there other small companies out there!
Thread Starter
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Senior Member
Joined: May 2001
Posts: 527
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From: Austin, TX
Thanks for all the positive responses. I'm sorry for the painfully long story. I was just so upset. I'll give the two Texas dealerships a try for the kit. Unfortunately the local Roush vehicle dealer prefers not to sell the parts.