Complaints

This profile includes complaints for PartsAvatar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PartsAvatar

  Surrey, BC V3W 3A6

  
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  Parts Avatar Inc

  6127 Shawson Dr, Mississauga, ON L5T 1E4

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged shipping when their website clearly states free shipping anywhere in ****** for orders over *****, they would not honor their post I had no choice to pay the shipping because I need those truck parts. I am very frustrated about trying to get free shipping to my location and the false advertising that these businesses announce but do not follow through. I am a Canadian and pay taxes. I will start reporting to you the amount of false advertising that goes on from now on to you concerning free shipping.

  

  Business Response

  Date: 07/07/2025

  Hi ********

  I completely understand how frustrating unexpected fees can be, and I truly apologize for any inconvenience this may cause. Unfortunately, our shipping partners apply an additional fee for certain postal codes, called an extended distance surcharge.
  
  We dont add anything on top of our standard shipping fee, but when the carrier charges us for delivery to these specific areas, we have no choice but to pass that cost along.
  
  I hope you can understand our position, and please know this surcharge only affects a very limited number of postal codes. We appreciate your understanding and patience.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23552501
  
  I am rejecting this response because: It clearly states free shipping in ******, I am a Canadian citizen living in ****** I have pointed out this is your policy for free shipping on orders over ***** I expect you you honor this agreement. I was charged ****** for my order, then you charged me another ****** for shipping so I suggest you find a way to figure this out with your shipping department and so when customers order they do not have to deal with your shipping problems. and reimburse for my time and the problems you are creating with your shipping policies so this does not occur again. 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 11/07/2025

  Hi ********

  I completely understand your concern, and youre right that our website offers free shipping on orders over CAD?$99. However, in some casesespecially for deliveries to last-mile or remote addressesour carrier partners charge us additional fees that unfortunately fall outside our standard shipping policy.
  
  We truly wish we could cover these extra costs every time, but in situations beyond our control, were left with no choice but to pass them on. We appreciate your understanding and patience in this matter.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 18/07/2025

   
  Complaint: 23552501
  
  I am rejecting this response because: Then you are false advertising and trapping people like me who rely on free shipping as you clearly advertise and admit , this is your policy with your shipping transporter and as a customer who can not choose how you ship who ends up paying for your business practices by no fault of mine. I am asking for a refund in shipping costs and I will not purchase from you ever again to close this file. This would be acceptable.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:25/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The delivery was scheduled between 2-4 days and after the date when I suppose to get the parts I contacted the company and they told is packaged but not delivered yet. An another 3-4 days and my car is down. I asked to cancel the order because I go and buy an directly. They told I cannot cancel the order because is packaged already. So, they package the order and deliver whenever they want it and you can't do nothing about. Good business practice. They lost a client and this client friends to.

  

  Business Response

  Date: 26/06/2025

  Hi Istvan

  I sincerely apologize for the delay in shipping your order. We understand how frustrating this must have been, especially since you had requested to cancel it. We did try to stop the shipment as per your request, but unfortunately, it was already in transit by the time the cancellation was processed.
  
  Please be assured that we will provide you with a prepaid return label so you can return the items at no cost, and a full refund will be issued as soon as we receive the return.
  
  Im also following up with our warehouse team to understand what caused the delay and will get back to you with more information as soon as possible.
  
  We truly appreciate your patience and understanding, and were very sorry for the inconvenience this has caused.

  Regards

  Parts Avatar.

• Initial Complaint

  Date:24/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2025, I placed an order with Parts Avatar (Order ID: ********** for four brake rotors totaling approx. $700 CAD, with expected delivery by June 12. The parts arrived over 10 days late, and were marked as delivered on June 23, but the package was left unattended in a public outdoor hallway of a hotel/condo building no call, no signature, no handoff, and no attempt to leave it at reception. The package was never received.During the delay, I was given inconsistent excuses. First, Parts Avatar claimed my order was flagged for fraud and required verification. I complied three times. Then they claimed items were backordered and their warehouse was too busy. Then the item was suddenly shipped without warning.Meanwhile, I ordered brake pads from ******** (***) at the exact same time, and they arrived on time without issue, showing the delays were purely on Parts Avatars end.The photo they sent as proof of delivery shows a very small box left in a high-traffic hallway. That box is clearly too small to contain four full-sized rotors weighing almost 100 lbs, which raises serious doubt the correct parts were ever ********** make matters worse, my truck was on a hoist at the mechanic while I waited. I ordered from Parts Avatar to save money by supplying my own parts, but their poor handling caused major delays and even strained my relationship with the shop, which had to wait and eventually source parts elsewhere costing me even more.Parts Avatar:Refused to issue a refund Blamed theft instead of taking responsibility Did not call me, did not leave the package at reception, and did not require a signature Pushed the blame to their courier despite me paying them directly They failed at every level shipping, communication, accountability.I am requesting a full refund of approx. $700 CAD.This was negligent, unprofessional, and costly. Ive been left without my order, without my money, and forced to pay more due to their delays.

  

  Business Response

  Date: 26/06/2025

  Hi ****

  Ive carefully reviewed the entire case and would like to share a few important points:
  
  1.The courier has confirmed the delivery and provided a Proof of Delivery (***), which weve already shared with you through your service ticket.
  
  2.Since the courier had multiple deliveries to complete, he was allowed to leave the package at the front door. Unfortunately, they are not always able to wait for a signature at every stop.
  
  3.We did not receive any specific delivery instructions from your side requesting the package to be left at the reception or in a secured location.
  
  4.Regarding the packaging, weve double-checked with our warehouse and confirmed that the brown box shown in the *** does contain all four rotors. We can provide additional confirmation from the warehouse team if needed.
  
  We truly understand how frustrating this situation must be. From the details, it seems this may be a case of package theft after deliverysomething that is unfortunately beyond our control. We recommend checking any available security footage at your front door or porch area and reporting the matter to local authorities, as they may be able to assist further.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 27/06/2025

   
  Complaint: 23514124
  Dear Parts Avatar and BBB,
  
  
  Thank you for your response, but I find it evasive and unacceptable given the facts.
  
  
  First, it is not my responsibility that your courier had multiple deliveries. That does not justify disregarding proper delivery protocol, especially for a high-value $700 order. The couriers schedule does not excuse carelessness.
  
  
  This delivery was not to a private home it was to a resort/condo complex with an open outdoor hallway and high foot traffic, which your driver would have clearly noticed upon arrival. Leaving a package unattended in a public area, without a knock, signature, or drop-off at the front desk, is completely unacceptable. I spoke with resort staff, and they confirmed that this is not standard delivery practice most reputable carriers obtain signatures or leave packages at reception, especially for valuable shipments.
  
  
  Additionally, I ordered brake pads from ********, your U.S. competitor, at the same time. Their $180 shipment arrived on time, and their driver knocked, obtained a signature, and handled it professionally. That was for a smaller order yet your team left a $700 shipment exposed and unsigned for.
  
  
  Your claim that I didnt provide specific delivery instructions is irrelevant I shouldnt have to instruct a shipping company not to leave valuable items unsecured in a public outdoor hallway. Common sense and basic industry standards should apply. We wouldnt even be in this position if the order had been delivered on time, without all the delays and shifting excuses. Am I supposed to sit at home and not go to work for days just to wait for Parts Avatar to eventually deliver whenever that may be? Thats an unreasonable expectation, especially given the lack of communication and missed timelines on your part. If your driver was in a rush, that is still your responsibility, not mine.
  
  
  Furthermore, your Proof of Delivery (POD) photo raises serious doubts. Explain to me how four rotors for a Mercedes ML63 AMG fit in a box that small. The weight and dimensions simply do not add up. Multiple people, including resort staff, questioned how such heavy and bulky items could possibly fit in the box shown. Either the packaging was wrong, the contents were incomplete, or something else went wrong and I expect transparency, not deflection.
  
  
  From the start, this transaction has been a mess from shipping delays and changing excuses, to an unacceptable delivery and a package that may never have arrived as described.
  
  
  Im requesting a full refund or replacement immediately. If this is not resolved, my credit card company will be dealing with you.
  
  
  Sincerely,
  **** ********
  
  
  

  

  Business Response

  Date: 01/07/2025

  Hi ****,

  We had already discussed this with ***, our courier partner, and they closed the case, informing us that there were no issues with the delivery.
  
  However, I completely understand your concern, so I have reopened the claim with them and am now waiting for an update. This might take a few more days.
  
  I truly appreciate your patience and understanding while we work to resolve this for you.

  Regards

  Parts Avatar.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 2025-05-12 Method of purchase: online from ************************* Amount: CA $633.07 Issue:I purchased a Brake Kit Set which has 4 brake rotors and 4 pairs of brake pads.I brought them to the mechanics to replace the old one from my car.After the mechanics finished installing the rear brake rotors and rear brake pads. They found out one of the front brake rotors is a wrong part, with a part no. 604 - *****, that does not fit into my car. The images shown the original brake rotor is different from the 604 - *****, but same as 604 - *****.I reported this to the business ************************* and requested to have my correct part back, and offered to return the wrong part they sent to me. However, they insisted that it is not returnable since the rear rotors and brake pads are installed.I am not trying to get a refund, I just want them to send the correct one back to me, and it is their mistake to send the wrong part that I did not order in the first place.

  

  Business Response

  Date: 05/06/2025

  Hi 

  Ive reviewed your case, and it appears there was a mix-up with the front rotors from the manufacturer. I sincerely apologize for the confusion and inconvenience this has caused.
  
  I see that youve already placed a new order for the correct rotorsthank you for doing that. Once you receive them, please let us know, and well promptly issue a return label so you can send the incorrect ones back for a refund.
  
  We truly appreciate your patience and understanding throughout this process. Please dont hesitate to reach out if you need any further assistance.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I have order the replacement order and ************************* agreed to let me return the wrong item without any cost.

  I will wait until I received the correct brake rotor and the full refund of the replacement order, before this issue is considered resolved.
  
  Sincerely,
  
  Tsz *** ***

• Initial Complaint

  Date:26/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered parts. The parts were incorrect. They say they are the correct parts but they are not. They only have a Bot chat service and have no phone available as the bot says it's not working. The bot keeps doing two things, it says they correct parts were sent and that the return by date is now past. I have been trying to resolve this issue for some time..... taking them at their word that the phone system is down, so I try back later and it is the same. This needs to be corrected. This is fraud. I believe they are waiting for people to get frustrated and abandon the issue but this isn't correct.

  

  Business Response

  Date: 29/05/2025

  Hi ***** ****

  I have reviewed your order, which was placed in February 2025. As it is now over three months old, it falls well outside our return policy, which allows returns within 30 days from the delivery date.
  
  Unfortunately, we are unable to accept the return at this point. The manufacturer also enforces a strict return timeline, and we would not receive any credit for the part even if we made an exception.
  
  For your reference, you can review our full return policy on our website:
  *****************************************

  We appreciate your understanding and cooperation.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 30/05/2025

   
  Complaint: 23378127
  
  I am rejecting this response because:

  I have made many attempts to contact your customer service department for two months now and you have not returned emails and your phone system has not been working.  You have made yourself unavailablt.  

  Moreover, the contract that we made when I paid for my purchase was that you would send the part that I ordered, you did not.  That is a breach of contract in it's simplest sense.  You have not held up to  your end of the deal.  

  There is a problem with your fitment software.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/06/2025

  Hi Shawn 

  I have checked with the manufacturer, and they will accept the front brake kit return as a one-time exception.
  
  Please ship the kit back in the original manufacturers box. The refund will be processed within 57 business days after we receive the part at our warehouse, in accordance with our return policy.
  
  Please find the attached RMA, which must be included with the original box.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23378127
  
  Thank you very much for reconsidering your position with regards to this return.  I am requesting that Parts Avatar please advise as to method of shipping and provide pre-paid labling.  The cost of shipping for someone who does  not have the volume of business that you do is going to be very high due to the product weight.  

  Thank you.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/06/2025

  Hi *****,

  We are already making an exception by accepting this 3-month-old order, and we will incur a loss as the manufacturer will not provide full credit for the returned parts.
  
  Unfortunately, we cannot provide a return label, so we kindly request that you ship the item back at your own expense, using the original manufacturers packaging.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 14/06/2025

   
  Complaint: 23378127
  
  I am requiring return shipping to be paid for by parts avatar.  You have breached the sale contract by not providing the appropriate parts.

  I have been attempting to return this order for months now.  Your phones were 'down' and after several attempts to resolve this by phone and by your bot service I have had to proceed to this avenue.  

  Again, you sent the wrong parts, you have to take them back.  This is your error.  I attempted to have this resolved in a timely manner but your company made itself inaccessible.  Your error, your responsibility.  Shipping will be very expensive for me. 

  If I pay for one thing and you do not supply it, it is a breach of contract.   

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 18/06/2025

  Hi *****, 

  I just wanted to kindly remind you that, as mentioned in my previous email, we normally dont accept returns after the 30-day return window from the delivery date. Your order was delivered in February.

  However, as a goodwill gesture, were making an exception and accepting the return, even though well be incurring a loss due to a restocking fee from the manufacturer for the delayed return.

  We kindly request you to ship the parts back at your earliest convenience to avoid any further issues.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 20/06/2025

   
  Complaint: 23378127
  
  I am rejecting this response because:  Please be advised that it is you who breached the sale contract by not providing the product and service that was described.

  There should be no fee for me to correct your mistake.  

  I do order parts from your website frequently.  Why are you not interested in correcting your mistake?  This is not my mistake.  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/07/2025

  Hi *****,

  As mentioned in my previous email, the order in question was placed in February 2025, and we are now in July. Unfortunately, no e-commerce company would be able to accept a return after such an extended period.
  
  Nonetheless, we are already making an exception in this case. I could have arranged a prepaid return label had you contacted us within 30 days of the delivery date.
  
  However, you may still return the part at your own expense and request a refund. Please note that even this option will only remain available for a limited time. Therefore, we kindly request that you return the parts as soon as possible to avoid further inconvenience.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23378127
  
  I am rejecting this response because it is YOU that made yourselves unavailable for months by not having a working telephone service and indicating to try back later.  It is your liability that you have sent the wrong part.  That is a breach of contract.   I have now forwarded the matter to the appropriate provincial authorities in *********  Failing resolution at that stage I will file a suit in small claims court here in ******* and in addition to losses associated with the purchase, I will also seek costs associated with that filing. Please don't waste my time yet further with anything less than a full refund and a shipping label at your expense.    
  
  
  
  ***** ****

  

  Business Response

  Date: 08/07/2025

  Hi 

  I completely understand that situations like this can be frustrating, and I truly wish I could do more to help. The order was placed back in February and we are now in Julyover five months laterIm afraid we wont be able to process a refund or return after 15th July.
  
  I did speak with the manufacturer on your behalf and managed to get special approval for this late return, but it is getting quite late now, and I cant guarantee they will still accept the parts back if its delayed further.
  
  I really appreciate your understanding and cooperation in this matter.

  Thanks & regards

  PartsAvatar.

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23378127
  
  Please forward a shipping label.  Otherwise I will proceed through other avenues. 

   

  ***** ****

  

  Business Response

  Date: 11/07/2025

  Hi *****,

  As previously explained, we cannot provide a shipping label. Our return policy clearly states that returns are accepted only within 30 days of delivery.
  
  That said, we are still willing to make an exception in your case because we value our customers. Please ensure the part is returned as soon as possible so that we can process your refund.
  
  Thank you for your prompt attention to this matter.

  Parts Avatar

  Customer Answer

  Date: 14/07/2025

   
  Complaint: 23378127
  
  I am rejecting this response because:  ok, I will file in small claims court.  Please provoide your legal representation's contact information or address for process service. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:16/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21st I ordered ****** Wheel Bearings for my vehicle. On May 1st while I was at work i received a messege that the part was delivered and left at my front door. My husband went to the front door and nothing was there. The driver eventually sent a picture of where he dropped the item off and it was not my address. I did send Parts Avatar a picture of my home and all they keep saying is that they are looking into it. It has been 2 weeks since delivery, I am sure its safe to say it is not arriving. I also messeged Million Deliveries the same day it was said to be delivered and i did not get a response. The customer service i have received it awful. I am constantly being told they are looking into it. I asked for my refund and they say they are looking into it. I don't know why they are stalling, i paid for a part that i do not have. I cannot wait for another one to come because i have had to buy locally as the part was needed in a timely manner.

  

  Business Response

  Date: 19/05/2025

  Hi Lilla 

  I apologize for all the hassle with your order. We were waiting for the final conclusion from the carrier, and as soon as we received an update today, we issued a refund for the lost parts.
  The delay was solely due to the carrier's efforts to locate the shipment.
  Once again, I sincerely apologize for this experience. We truly appreciate your past support and hope to have the opportunity to serve you better in the future.
  

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 21/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a valve cover gasket set for my f150. Upon removing the valve cover it was damaged and when purchasing the new cover it came with the gasket I purchased from Parts avatar. I went through the online return process and sent the item back in the original manufacturer packaging. I added packing tape to insure it made it to parts avatar safely. I didnt trust the box which is why i added packing tape. Parts avatar received the package and said they cannot return it because I put tape on it. I did not install the part and returned it as per their policy in the original manufacturer packaging. I sent the part back to them and they will not provide me with a refund. They say they cannot accept the package and I am to send them a shipping label to get it back to my location which is completely ridiculous and unacceptable. I want my money back.

  

  Business Response

  Date: 14/04/2025

  Hi ***,

  I have reviewed the case, and our warehouse team has declined the return because the item is not in resellable condition. The box has been opened from all sides and taped up, and the manufacturer is unwilling to accept it or provide us with any credit.
  
  Additionally, the gasket you purchased is non-returnable if opened, as noted in our policy. Unfortunately, due to these constraints, we are unable to proceed with the return.
  
  I truly wish I could be more helpful, but we must adhere to the return policy.
  
  Thank you for your understanding in this matter.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 14/04/2025

   
  Complaint: 23178868
  
  I am rejecting this response because:

  the Unused part was returned in the packaging it which it was sent. Return policy is not clear it says if it is returned in manufactures packaging which it was the refund will be completed. 

  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 15/04/2025

  Hi ***,

  The original packaging is an important part of the return policy, as it ensures that the part can be returned to the source and resold if needed. In this case, the packaging appears to have been torn and re-taped on all sides, which unfortunately makes it non-returnable and not suitable for resale.
  
  I have already checked with the manufacturer, and they are unable to accept the return under these conditions. Regrettably, this means we are unable to use the part on our end as well.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 15/04/2025

   
  Complaint: 23178868
  
  I am rejecting this response because:

  I do not have the part I purchased. I dont not have my refund. Send me my part if you wont refund my money.  No I am not paying for shipping. This is absolutely ridiculous. Update your return policy on your website. I would never have purchased from your company had I known you were not honouring the return policy stated in your website.  
  

  Either send me the part of a refund otherwise you have stolen my money and the part.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered over $400.00 worth of parts for my vehicle and when my mechanic was installing them he discovered one of the ignition coils was used and a different brand than the other 5 Bosch coils although it was in a Bosch box. The box also had a W on it which I think means warranty. I could not get the work done until after 30 days so the company will not do anything for me supposedly thats their policy. Please help if you can. Date purchased Feb. 2/2025

  

  Business Response

  Date: 14/04/2025

  Hi ****,

  I have reviewed your order and would like to inform you that it is over two months old. I could have been more helpful if contact had been made earlier. The return window closes within 30 days of the delivery date, as stated in our return policy.

  To assist you further, you may place a new order for the same part, and we will waive the shipping cost.

  Please provide me with the new order ID once the new order has been placed.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 15/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have ordered a throttle body for my dodge ram " Doorman throttle body" in 2024 it was defective, but still under warranty, they said i was approved for a exchange, but there policy is that i had to buy a new one with then i world receive the money back at no cost to me. im still missing some of the refund and then said thats is..when i paid $302 can u please help. Thank you. the *** is for them that is covered fully for the defective part.

  

  Business Response

  Date: 27/03/2025

  Hi ****,

  I apologize for the confusion and would like to inform you that the remaining refund has been processed from our end. The total refunded amount is now $302.11, which you paid for the new part.

  Please feel free to reach out to us for further assistance.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:19/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute my purchase ($410) because the item was not as described. I searched for this car part using my exact make, model, and engine which is exclusive to the SE-R Spec V , and the websites "Guaranteed Fit" feature indicated it was compatible. However, upon receiving the part, I discovered it does not fit my vehicle.The listing contained the phrase "EXC SE-R AND SE-R SPEC V MODELS", which I reasonably understood to mean "exclusive to" those models as they require special parts. These are common interpretations of "EXC" in product listings and marketing, but "EXC" is not a standard or consumer-friendly term. When I asked a customer service representative (CSR) via chat for clarification, they could not provide an official definition and even suggested it "might mean exclusive" on after the fact. If the sellers own staff cannot clearly define this term, it is unreasonable to expect customers to understand it.Additionally, this was the only listing that specifically mentioned SE-R and SE-R Spec V models. Every other listing simply stated "Fits BASE, S, SL, *** without mentioning these trims. Because of this, I assumed this was the correct part for my vehicle and chose it over the others.Despite this, the seller is forcing me to pay return shipping plus a 15% restocking fee because they are deeming this a "customer error." However, this is clearly an issue of poor communication by the seller, not negligence on my part. The listing was unclear, the customer service team could not clarify it, and the Guaranteed Fit feature falsely indicated compatibility.Because I relied on the websites Guaranteed Fit feature, the misleading wording (EXC could also have been a type of car model), and the fact that this listing was the only one referencing my specific trim level, I believe I am entitled to a full refund without additional penalties.

  Customer Answer

  Date: 20/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****