JHPUSA Karcepts I ordered tophats for my vehicle, they do not fit, JHPUSA won't issue a return/refund San Gabriel CA

I ordered Karcepts Spherical Upper Shock Mounts for my 1998 Acura Integra through JHPUSA's online store on 7/29/19. When I added the item to my cart, there weren't any options for me to input my cars specifications, just an option for the 2.25" perch mount or not. There isn't any description whether or not your vehicle would need the perch mount or not.

I end up adding the item to my cart and checking out because the description does say that they are designed to fit for my vehicle. I get a confirmation email that the order has been placed, and my card has been charged for the full order (brake pads and top hats). I then get a call from JHPUSA the next day asking me what coilovers I have on my vehicle, I answered and provided that information.

The day after that, I receive an email explaining that I need to provide further detailed information about the specifications of the coilovers on my vehicle in order for them to fulfill the purchase.

Since I am a student, work when I am not at school, and have only one vehicle, I do not have the luxury of being able to schedule an appointment to take out my coilovers and disassemble them to provide the measurements that JHP was requiring. I replied the same day stating that I would not be able to provide this information, and if they had the coilovers in their warehouse to simply measure those ones.

Four days go by and I haven't heard anything so I send them a link to the coilovers I purchased just in case that was part of the confusion. Another three days go by and I send them an email saying, "If you are unable to figure out the correct shock mount for my application then I would greatly appreciate a refund so I can go ahead and purchase a different pair.Thanks for your help, KC."

They reply a couple hours later stating, "We're working with F&F to figure it out for you." I reply 3 minutes later stating, "Right on, I really appreciate that."

8 business days later, I email them again asking if there is any update on this, they reply a half hour later: "Thanks again for choosing JHPUSA.com. Was actually just getting ready to send you an email, received word from Karcepts and they confirmed that they can indeed custom make a setup for your coilovers, although this would be the price of the slightly more expensive KSTH-H-2.50P type setup which retail for $220.

As you have already paid $180 for the tophats that would leave a $40 balance that we could shoot over to your email as an invoice/checkout request. If this amount is ok we can send the request, change your order, and have Karcapts manufacture the tophats for your F&F coils. Hope this info helps! Appreciate your business, please let us know how you wish to proceed and if you have any questions"

Since their email says that they are able to indeed make a pair for my vehicle, I told them to send over the additional invoice and what the turn around time would be. They sent the invoice and replied that they would need to contact Karcepts on turn around time but they would let me know what the ETA was. I never got an ETA. I received the package on August 26th, 5 days later, then got an email the following day saying that the item had been shipped (weird).

I called my shop and wasn't able to get an appointment until September 19th. I brought my car in on the 19th to get my front brake pads replaced (orderd from JHP), the top hats replaced, lower ball joints replaced, and a four wheel alignment. I provided the mechanic with the installation information that I had received from JHP/Karcepts.

I get a call the next day from my shop saying that the top hats don't fit, and what they should do. I argued with them a little bit saying that these were custom made for my application and that there's no way they don't fit but they insisted that the contact between the top hat's base was too big for the coilover and  that it was unsafe because the contact between the top hat and the coilover was metal on metal (there was a rubber piece between them before).

Karcepts and JHPUSA insisted that if there are any installation issues to call them directly. Since I had a professional installing a "custom" part that was supposed to be specifically made for my application, I thought there wouldn't be any problems. Given the time constraint of needing my vehicle for transportation purposes, Karcepts and JHP were not contacted during the installation. If the part doesn't fit you should be able to return the product and get a refund.

I emailed JHP on 9/24/19 stating that the top hats don't fit and that I would like to return the items and get a refund. Three days later JHP replies asking why the top hats don't fit and if I could ellaborate more. I reply the same day stating the problems I explained two paragraphs above, and that I cannot provide pictures because the vehicle is already back together and I am daily driving it.

Two days later JHP emails me saying that Karcepts worked with F&F to make sure these would work and that they asked me to reach out for tech support. I reply the same day asking if I can just return them. They reply two days later stating that Karcepts will not take them back and we need to figure out why they aren't fitting. I reply asking, "What is this customer service?" followed by a longer message stating my problems with the whole transaction, and asking again if JHP instead can issue me a refund due to the misleading information regarding purchasing these top hats and wanting to move on.

They reply the next day stating they've done their best to communicate the complexities with this order and that they need to confirm whether the problem is due to a manufacturing error or an installation error.

I have not yet replied to this email because they sent it 15 minutes before they closed for the weekend. I will reply letting them know that I am not able to bring the vehicle back in to the shop to have the mechanic take pictures and try to talk to someone from Karcepts over the phone about the installation process. The mechanic is a professional and it isn't the first time he has installed "custom" suspension parts for a vehicle. I don't have the time or resources that JHP/Karcepts is requiring from me and I just want to return the parts and receive a refund so I can move on.

I am copying and pasting the email thread starting from the email I received after I spoke on the phone with JHP and told them which coilovers I have.

<info@jhpusa.com>

To:kc_monty@yahoo.com Jul 31 at 2:26 PM    Hello KC,   Thank you for choosing JHPUSA.com. Wanted to reach out to you in regards to your order #27040 of Karcepts Spherical Upper Shock mounts. Understand that you are looking to use these tophats with Function Form Type II coilovers, have been advised by Karcepts that the KSTH-H-XX tophats will not work for your application as those coilovers do not already include upper spring perches, the spring just rests under the tophat. Karcepts does offer tophats with upper spring perches at additional cost in 2.25in 2.5in and 60mm that may work depending on the measurements of your coilovers. But we would need all the measurements in the attached/included diagram to confirm this (Measurements: A, B, C, D, & E under 'Shocks W/O Upper Perch'). You would have to remove the coilover from the car and then remove the tophat to get these measurements along with checking spring ID, and if you could also provide photos of the pin top with the tophats removed it would greatly help confirm fitment.   Hope this info helps. Appreciate your business and please let us know if you have any questions.   Best regards, JHPUSA   <kc_monty@yahoo.com> To:JHPUSA INFO   Jul 31 at 7:32 PM     I’m not going to be able to provide that information about the coilovers.    Do you guys have a pair of function forms that are already off the car that you can measure?   Thank you, KC   <kc_monty@yahoo.com> To:JHPUSA INFO   Aug 3 at 1:46 PM     These are the coilovers I have    <kc_monty@yahoo.com> To:JHPUSA INFO   Aug 6 at 9:07 AM     If you are unable to figure out the correct shock mount for my application then I would greatly appreciate a refund so I can go ahead and purchase a different pair.   Thanks for your help, KC   <info@jhpusa.com> To:KC Montgomery   Aug 6 at 11:40 AM     We're working with F&F to figure it out for you.
  <kc_monty@yahoo.com> To:JHPUSA INFO   Aug 6 at 11:43 AM     Right on, I really appreciate that.   KC    <kc_monty@yahoo.com> To:JHPUSA INFO   Aug 21 at 2:45 PM     Is there any update on this?    There is a sense of urgency on my end. I’m daily driving my car on a broken strut mount so I really need to get this replaced. 

<info@jhpusa.com> To:KC Montgomery   Aug 21 at 3:21 PM     Hello KC,   Thanks again for choosing JHPUSA.com. Was actually just getting ready to send you an email, received word from Karcepts and they confirmed that they can indeed custom make a setup for your coilovers, although this would be the price of the slightly more expensive KSTH-H-2.50P type setup which retail for $220. As you have already paid $180 for the tophats that would leave a $40 balance that we could shoot over to your email as an invoice/checkout request. If this amount is ok we can send the request, change your order, and have Karcapts manufacture the tophats for your F&F coils.   Hope this info helps! Appreciate your business, please let us know how you wish to proceed and if you have any questions.   Best regards,   JHPUSA   <kc_monty@yahoo.com> To:JHPUSA INFO   Aug 21 at 3:23 PM     Yeah that works for me, please send over that additional invoice.   Do you know what the turn around time is gonna be for them to manufacture them and send them?    Thank you,  KC   <info@jhpusa.com> To:KC Montgomery,Jeff Lee   Aug 21 at 4:11 PM     You are welcome KC,   Sent over that invoice to your email address. I'll check on the manufacturing turnaround time with Karcepts and let you know what their approximate ETA is.   Appreciate your support let us know if you ave any questions.   Best,   JHPUSA.   <kc_monty@yahoo.com> To:JHPUSA INFO   Sep 24 at 4:24 PM       Hi Jeff,    I finally was able to get my car in the shop this weekend to get the strut mounts replaced on the function form type 2 coilovers with the karcepts spherical mounts.   Unfortunately, they do not fit the coilovers, which I am pretty upset about. I really don't want to wait to figure out which ones are actually the correct size for the function form type 2's and would greatly appreciate if you could help me start the process to return these mounts to you guys.   I know you guys usually charge restocking fee's, but I really hope that isn't the case here because I'm at the point where I don't think I am going to use JHP for parts again.   Thanks for your help, KC Montgomery   <info@jhpusa.com> To:KC Montgomery   Sep 27 at 10:40 AM     Hello KC,   Could you elaborate a little more to what or why it's not fitting? Maybe send some photos? Karcepts made these especially for you so the first step is to see why they aren't fitting.   Thank you.   <kc_monty@yahoo.com> To:JHPUSA INFO   Sep 27 at 10:49 AM     Where the top hat meets the coil/spring is too large and there is no rubber grommet that separates the top hat from the spring so it would just be sitting metal on metal (if it fit)   I already have it back together because it is my daily driver so I can’t take any pictures unfortunately.   <info@jhpusa.com> To:KC Montgomery   Oct 1 at 11:27 AM     Hey KC,   Karcepts says he was working directly with Function and Form to get the info to make this work with your set up. They asked for you to reach out to them for tech support to see what's not fitting.  

Karcepts Spherical Top Hats for Function & Form EG/EK/DC2 Coilovers

1. Please be careful when removing the zip ties to keep all parts in order.

2. Remove F&F adjuster knob and top hat nut.

3. Remove F&F top hat, bushings, and washers, they will no longer be used.

4. Install Karcepts Spherical Top Hats, order shown below from bottom to top:

            - 2mm thick washer

            - 38.5mm long sleeve (12mm OD x 10mm ID)

            - 2.5" upper spring perch

            - 5mm thick bearing adapter

            - Karcepts Spherical Top Hat

            - 7.5mm thick bearing adapter

            - F&F Nylon Lock Nut

            - F&F Damper Adjuster

If any issues with installation, please email sales@karcepts.com

<kc_monty@yahoo.com> To:JHPUSA INFO   Oct 1 at 11:32 AM     Can I please just return them? I had a professional try and install them and they do not fit. I would like to just move on and be done with this. 

Thank you, KC   <info@jhpusa.com> To:KC Montgomery   Oct 3 at 5:03 PM     Hello KC,   Karcepts will not take these back since they were custom made for you. Since they will not take these back, we need to figure out  what's not fitting or if they are getting installed incorrectly.   <kc_monty@yahoo.com> To:JHPUSA INFO   Oct 3 at 5:05 PM     What is this customer service?

<info@jhpusa.com> To:KC Montgomery   Oct 3 at 5:25 PM     Hello KC,   I'm sorry you are having difficulties with these Karcepts top hats but we need you to make an attempt to get the tech support help by Karpepts directly. As we mentioned prior, Karcepts worked directly with Function Form to get this kit made for you.   <kc_monty@yahoo.com> To:JHPUSA INFO   Oct 3 at 5:32 PM     First, if these were custom made for my application, they would actually fit.   Second, on your posting for the top hats it says it’ll fit for all civics/integras/s2000s. When you add to cart there are no options to input your year make and model of the vehicle, you guys just gladly take the money out and ask questions later.     Third, it took multiple days to even tell me that you needed more information from me in order for you to get the correct part. You guys take multiple days to reply to ALL inquiries and questions.    Fourth, I’ve spent hundreds of dollars with you guys in the past and it’s a real shame if this is how you treat your recurring customers, let alone any customers.   This is not the kind of service or product I was hoping to receive when I spent ~$220.    If karcepts won’t accept the return, maybe you should just issue me the refund for having confusing and misleading information on your posting.   Best, KC   <info@jhpusa.com> To:KC Montgomery   Oct 4 at 4:47 PM     Hello KC,   Thanks again for choosing JHPUSA.com. Very sorry to hear you are still having issues, however these tophats were indeed special made for your application, after a lengthy process of back and forth between the two manufacturers to confirm details specific for your setup. These tophats although designed for use with all civics/integras/s2000s are NOT designed for all types of aftermarket suspension and regardless are still made to order. We reach out to customers to confirm application specific details but obviously need to secure a balance beforehand so the parts can be manufactured. Apologies if you feel our communication has been unsatisfactory, but in addition to processing hundreds of orders daily, we work very hard to respond to all requests in a timely manner, even situations like these which are complicated and require significant extra attention. It can indeed take extended periods of time to respond especially when confirming details and passing information between manufacturers. Again apologies if you think you have been treated unfairly but at this point we are simply trying to figure out why these hats are not working for your application as designed, the manufacturer in addition to going to painstaking effort to ensure correct dimensions also provided detailed installation instructions that specified to contact them directly if ANY installation difficulties were encountered so they could interface directly with your mechanic to ensure proper installation. A fact that Karcepts pointed out when we advised them about you still having fitment/installation issues. Apologies if you are confused by this or if you feel that our item page has misled you in any way but we have done our best to explain this process step by step along the way with you. We would not be able to accept a return on this item, or be able to issue a refund without first confirming whether the fitment issues are due to manufacturing error or the installation process.   Please let us know if you ave any other questions.   Best,   JHPUSA