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:04/11/2024

  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.

  First time Ive order on the site and I got a bad part. I returned the bad part stating there was a quality issue in the return. Due to me not calling about the bad part they kept my sales tax and charged me a restocking fee on a bad part that my mechanic said had issues. I understand the return shipping fee but to keep my sales tax & restocking on a bad parts is not right. How can a company keep ones sales tax on a returned bad part The return said I should get about ****** back on my return yet only 189. And change is pending back on my credit card

  

  Business Response

  Date: 05/11/2024

  Hi ******

  I would like to inform you that the restocking fee was waived on Monday, November 4, 2024. The amount will be reflected on your card statement within 2-3 business days

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:29/10/2024

  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 placed an order for brake pads and rotors for my 2020 Range Rover Evoque on October 16, totaling $400. Before ordering, I ensured to input my vehicle details on their website, which confirmed that the parts would fit my vehicle.I received the order on October 25 and scheduled an appointment with a technician for October 27. Upon inspection, the technician stated that the quality of the parts was poor and that they did not fit my vehicle.I contacted the customer service team to initiate a return within the 30-day window. However, they claimed I ordered incorrectly and refused to generate a return authorization. I believe this is due to misleading information on their website, which incorrectly indicated the parts would fit.I have attached a screenshot of my chat with the customer service team for reference.Desired Resolution: I request a return authorization and a full refund for the parts, as the information provided on their website led me to believe they were the correct fit.

  

  Business Response

  Date: 30/10/2024

  Hi ********

  I have reviewed your case and would like to inform you that all the parts you ordered are compatible with your vehicle, as stated on our website. However, the 2020 Land Rover Range Rover Evoque comes with different rotor diameters for the front and rear.

  The different rotor diameters are noted in the product descriptions, as they are crucial for fitment. If you are unsure of the rotor diameters, you can easily check with the dealership by providing them with the VIN.

  For your reference, I have attached images from our website. The *** has already been issued for returning the parts. As an exception, we will process a full refund once the parts are received at the warehouse.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 30/10/2024

   
  Complaint: 22480036
  
  Dear Parts Avatar Team,
  Thank you for your response regarding my order. However, I must express my continued dissatisfaction for the following reasons:
  
  Quality of Parts: Upon inspection by a qualified technician, it was determined that the parts are of poor quality. I cannot compromise on safety, and I do not feel comfortable using these products on my vehicle.
  
  Misleading Information: While I understand there may be different rotor diameters for the front and rear, I relied on the fitment confirmation from your website when placing my order. This has resulted in receiving parts that are not only incompatible but also of subpar quality.
  
  Given these concerns, I request the return authorization to be processed without any conditions related to fitment and a full refund to be issued asap. I simply do not want these parts, as they do not meet my standards for safety.
  
  I appreciate your understanding and look forward to your prompt response.
  Best regards,
  ********
  

  

  Business Response

  Date: 31/10/2024

  Hi ********

  Thank you for getting back to us. I completely understand the reason for the return and have already promised a full refund.
  
  Regarding brand quality, we offer low, mid, and performance options, and it entirely depends on the customers choice of brand. All brands listed are certified and undergo quality checks at our warehouses.
  
  You can select a different brand if youd like, and Id be happy to help suggest a reliable option if youre still looking for brake parts.
  
  The RMA has already been sent to you for the full refund.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 31/10/2024

   
  Complaint: 22480036
  
  I am rejecting this response because:

  the business is again Lying. It can be seen in the email they are charging for return + restocking fees 15% for their own bad quality. They have cheap product that can lead to accidents and are not safe to use. 
  

  no rma for full refund received till now 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 21/11/2024

  Hi ********, 

  The full refund has already been processed and we did not deduct any restocking as promised.The only deducted amount is discounted shipping label of CAD$67.54

  The refund was processed on Wed, 13 Nov 2024 & Mon, 18 Nov 2024.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22480036
  
  I am rejecting this response because:
  
  The business is lying i paid 417$ i got 150$ in refund only.. this is fraud
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 26/11/2024

  Hi 

  I would like to inform you that we have refunded $193.74 on Mon, 18 Nov 2024, please find the below reference ARN#

  82300094327000004473942 

  Please let me know if you need further assistance.

  Thanks and regards

  Parts Avatar.

• Initial Complaint

  Date:25/10/2024

  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 cancelled an order, they still sent me a part of the order and charged me for the whole order. They keep telling me ill be refunded within 24 hours but the refund never comes

  

  Business Response

  Date: 28/10/2024

  Hi Jonathan

  Greetings from Parts Avatar!

  The refund for the canceled parts was successfully processed on Thu, 24 Oct 2024. Additionally, the part that was delivered has also been refunded today, and you may keep it at no cost.
  
  As a result, the full refund for your order has been completed. If the charge still appears on your card, please allow 23 working days for it to be fully processed.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 03/11/2024

   
  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:10/10/2024

  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 purchased front rotors for my vehicle and they said that they would fit my vehicle and they do not but accidentally I ordered for front and they let me know and I said OK just send me two but they insisted and sent me the four and they said I could return them. I dont know why, but this is how they operate. Which is not good they gave me free return labels for two of the front rotors, but Im missing two front labels for the front rotors because they dont fit and they dont wanna give me free labels for the other two I purchased front and rear brakes for my vehicle online it says clearly it fits my vehicle, but it does not. My mechanics says these do not fit, so because of the mistake, I want free labels and youre telling me no ordered rotors. They said it doesnt fit. I still bought them. OK they dont fit. Ill return those at my expense but all the rest. The items do not fit which is pretty much everything else that I bought from them , they do not want to give me free labels to return. They want me to pay for all of it. This is frustrating. Theyre going back-and-forth not to give me free labels when its their mistake. I find this unjust and write their ad on the website clearly says it fits my vehicle and it does not , I had a professional mechanic doing the work and he says these do not fit so I dont know why theyre being like this greedy and taking advantage of people clearly I spent about $900 on that company

  

  Business Response

  Date: 11/10/2024

  Hi ******,

  Greetings from Parts Avatar!

  We have already provided return labels for the complete order 86ONK80P6, and a full refund will be processed after you return the items.
  
  The rear rotors were ordered even after we informed you that they are not compatible with your vehicle. Therefore, we can provide a discounted return label from our account, and we will deduct the label cost from the refund in accordance with our return policy.
  
  This is the maximum we can do for you to return the Rear Premium Rotor, as it was not our error. Please confirm over ticket #****** so that we can resolve the case.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:10/10/2024

  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.

  They took an order for exhaust from me, I am a return customer, after five days they hadnt sent it, all orders over 99 dollars ship for free, says so on the website, anyways they send an email saying the shipping is more then expected and they need another 355 dollars on a ************************************************************* an email saying it was too late to cancel on my end even though I had no intentions of cancelling, Anyways, they take the money day one, it is thursday adn I ordered on Saturday and it came off my card immediately, they they didnt ship, sent an email asking for more money that looked sketchy, like spam, for instance it was from *********************** insteadd of ************* so it was a sub domain of freshdesk. Anyways, ******* is only 3.5 hours from here and there is no way even if they were not going to give me the free advertising they promise that it would cost anything close to 355 dollars to ship a muffler from there to here.

  

  Business Response

  Date: 10/10/2024

  Hi *******,

  I understand your frustration and disappointment regarding order 874588B9F. I would like to bring to your attention that we advertise and ship all orders without shipping charges when they total $99 or more.
  
  However, sometimes our courier partners request additional fees for oversized or overweight items, which do not benefit us. While we did not charge you any shipping fees at the time of your order, when we were creating the shipping label for the Stainless Steel Muffler and Pipe Assembly, our courier partner required extra shipping costs. As a result, we reached out to you for further clarification.
  
  Please note that the order has already been canceled and refunded.
  
  We hope you understand our limitations, and we appreciate your patience with occasional exceptions.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22406077
  
  I am rejecting this response because:

  I had a friend in ******* on the date of the order and could have picked the parts up for me if they didnt ship for free. Also, ******* is 3.5 hours from here and there is no way a 204 dollar parcel should or could become Plus 355 so 559 dollars  and no courier would charge 355 for that short a distance. Partsavatar has been in business a long time, I looked and there are lots of complaints about shipping being added. I want one more added because they are using the " Bait and switch" to get customomers and it costs people time , time that is needed to do the install and get back on the road. Every time someone clicks on somthing like this muffler, they have no intentions of sending it for the included free shipping so they do this over and over again. Stop advertising things you cannot and have no intention of providing and wasting peoples time.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 14/10/2024

  Hi *******,

  I wish I could have done more for you, but the extra shipping is charged by the carrier and not by Parts Avatar. We have a policy of free shipping on orders above CAD $99; however, there are always exceptions. For oversized items and distant postal codes, our courier partners charge additional shipping fees.
  
  This is beyond our control. I will communicate your feedback to higher management, as we believe in continuous improvement and customer satisfaction.
  
  Regards,
  
  Parts Avatar

  Customer Answer

  Date: 19/10/2024

   
  Complaint: 22406077
  
  I am rejecting this response because: They still offer free shipping on this item, they know the size of the item. They do not have anywhere on their sales page that says additional shipping may be charged in fact they brag about free and fast shipping. They never added more shipping to my order UNTIL I messaged to ask why they are not shipping my item a week later.

  I still have not re-ordered and would still pay the amount shown above plus tax. I took that screenshot minutes ago from your site. If you would like to send this for the price advertised I will pay that, otherwise change your site to indicate that the price for shipping might change AFTER you take the persons money, Maybe a week or two later so just let buyers beware of your plan to up the price AFTER the sale.

  Again, I will pay the amount on the screenshot and I do still need this item.
  

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 24/10/2024

  Hi *****

  Please find the below link for the Free Shipping Exclusion which is available on our website and it has all the details which I was trying to explain you in the earlier emails.

  **********************************************************************************

  I have also attached a screenshot, please have a look.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22406077
  
  I am rejecting this response because: My last order from you came no problem to this same address. Secondly, If you were not going to ship the item it shouldnt **** * days to notify someone there is more shipping charges After you already charged me and I was waiting, Thirdly, My friend was working in ******* and could have picked it up for free if it didn't say it would be shipped for free and that you were going to want more than double the cost of the order just to send it to my door, Lastly, I can order that off amazon with free shipping any day of the week and I do not live in a remote area.

  It's obvoius you dont want my business or any of my friends and families business as well or you would build your website better to know if an item is deemed too heavy to ship free or what ever your issue is. I have been a wed deisgner since 1993 and it is easily added into your site. Again, you do not charge for something, take it on a credit card then a week later ask for more money when I enquire why it is not shipped. In a  quick search I found soo many people that have had this done to them and complained to the BBB as well so maybe change your website to say maybe free shipping or somthing more obvious, I personally with it didn't tell me i got free shipping as like i said my friend would have picked it up for me. Now I am out my exhaust and left with rediculous excuses from parts avatar.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 25/10/2024

  Hi

  I would like to inform you that we cannot impose additional shipping charges after the customer places an order. We sourced the part from the manufacturer, and as soon as we received it and began preparing it for shipment, we realized that it was oversized, which incurs extra shipping costs. This is why we contacted you 3-4 days after receiving the part at the warehouse.
  
  Regarding your previous order with us, it did not include any oversized items, so it was shipped free of charge.
  
  I hope I have addressed all of your concerns.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 28/10/2024

   
  Complaint: 22406077
  
  I am rejecting this response because: the prevouse order was 6 ft box rails ( larger then the item I ordered, How many exhaust systems have you sent out from your website? 1000? *****? Rediculous, BBB has previous offences for the same actions if you look at your past complaints, as a web designer since 1993 I am offended by your response. If the BBB doesnt **** this complaint on file against you I will make sure the internet knows all about what you do over and over without correction.. Thanks, *****.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 30/10/2024

  Hi

  I wanted to clarify the situation again regarding the additional shipping charges. Please note that these charges were applied by the shipping carrier and not by us. While we strive to provide free shipping wherever possible, there are cases where carriers apply extra fees due to certain conditions.
  
  I have already shared the shipping charge conditions with you, which are also detailed on our website. For your convenience, I am including them again here for your reference.
  
  I apologize for any inconvenience this may have caused and appreciate your understanding.

  **********************************************************************************

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:23/09/2024

  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 purchased a engine mount, which was faulty. I spent 500 dollars troubleshooting the issue. Then to be told the part is faulty. I contacted the company numerous times. I then re ordered the part. Once arrived the part was faulty yet again. All I ask of them was to pay for shipping. In which now they say was miscommunication. As it states in the email. I have numerous emails back and fourth. I feel because it's their issue for sending faulty parts I shouldn't have to be the one to pay out of pocket. I'm not asking much.

  

  Business Response

  Date: 24/09/2024

  Hi ****

  We have already provided a return label for a full refund of the new damaged engine mount, and for the defective part, we have provided a discounted return label from our business account.
  
  As stated in the warranty policy on our website, shipping is not covered. Therefore, we will deduct the return label cost from the refund for the old defective engine mount and process a full refund for the new engine mount.
  
  We hope you understand our limitations and cooperate with us.
  
  The refund for both parts will be processed within 3-5 working days after we receive them.
  
  Please review our warranty policy using the link below for further clarification:
  
  *************************************************************************

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:19/09/2024

  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 purchased front brake rotors and pads for my 1998 GMC in May 2024. The rotors showed up and the brake pads. The pads were wrong, they were for the rear wheels of the motorhome. I immediately sent them back within the time frame for returns. Parts Avatar never contacted me for my return. After the summer I contacted Parts Avatar asking for my $139.12 refund. It cost me approx. $40.00 to return the parts. Parts Avatar said the parts were used. Impossible, I never installed them. Who would put on brake shoes for one week? They then changed their story and said they were damaged. I sent you a picture. Those scratches must have been from a previous return. I would simply like my money refunded. thank you, **** ********

  

  Business Response

  Date: 20/09/2024

  Hi ****,

  The brake pads returned are clearly used, with paint peeling off, and therefore cannot be refunded. Please review our return policy, which states that used or installed parts cannot be returned.
  
  I wish I could be more helpful, but we are also bound by our policies.
  
  For more information, please refer to our return policy at the following link:
  *****************************************
  
  Thank you & regards,
  Parts Avatar

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22309445
  
  I am rejecting this response because: the paint peeling on the back side of the brake shoes is obviously a factory defect that was on the brakes shoes when I received them. Ask Parts Avatar to show me a picture of the shoes before they were shipped? If the brake pads had been installed the brake pad would be worn, the paint on the back side is not from the consumer using the brake pads. I looked at several ****** reviews of Parts Avatar, other consumers have had similar complaints that refunds not given for similar reasons. Parts Avatar does not own any parts, they outsource them form others and sell to consumers. When they have to return parts they therefore lose money and it appears they have a history of trying to keep consumers money with this very same excuse.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 24/09/2024

  Hi ****,

  In cases where customers receive used brake pads or any **********************, they contact our live chat support, and we assist them in returning the part by providing a prepaid return label and later issuing a full refund.
  
  In your case, the part was returned without any prior communication, and we received the used pads. It is difficult to believe that the parts were shipped in that condition, as there was no contact made from your side.
  
  I regret to inform you that our policy does not allow us to issue refunds for used or installed parts.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 24/09/2024

   
  Complaint: 22309445
  
  I am rejecting this response because: I do not like how Parts Avatar has now changed their story. Classic example of a lie. They now claim because I did not complain early about the parts they have denied my claim. I had nothing to complain early about, the parts were wrong, I sent them back within the required time with the required paperwork. I looked again at the return photos Parts Avatar submitted. Those scratches look very suspicious, like they were scratched after I returned the parts, they are very shiny, no indication of dulling. I would have no reason scratch the parts, but Parts Avatar lightly scratched my parts, to firstly deny my claim, then if I didn't complain they still get to return the parts to the supplier, basically they have motive to double their profit. I do not accept this excuse, plain and simple, they sent the wrong parts, I immediately knew they were wrong, I sent them back. This does not have to be complicated, except when you deal with dishonest people.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 26/09/2024

  Hi ****,

  We have reviewed the case again, and as a one-time exception, we have processed the refund in accordance with our return policy. It will be reflected on your card within 3-5 working days, depending on the bank.
  
  Please find the return policy at the link below.

  *****************************************

  Thank you for your patience.
  
  Regards,
  Parts Avatar

• Initial Complaint

  Date:16/09/2024

  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 purchased a radiator fan assembly on July 21st, 2024 from Parts Avatar in ***********, *******. I picked up the order on July 23rd and installed the part the next day. It worked fine for 3 days and then my car overheated resulting in possible internal damage to my engine. It was then parked for sometime while I figured out what the problem was. Upon further inspection by a mechanic, the fan was found to be poorly designed so that it never would work properly all the time. There was a clip that didn't quite clip in place. This resulted in the fan inoperable after even hitting the smallest bump on the road. This is why my engine overheated. I then told my mechanic to fix it with an fan from **** ($640withlabour) and it the car works perfectly again. I emailed them about the defect on Aug 28th. I then asked for a refund from parts avatar after showing them the defect in the product on Aug 30th. A picture of the clip not going into its rightful position properly. They refused to issue a refund as they claimed that the 30 day return was past, (which it was not, I had until Sept 4th). They also said they do not do exchanges. I reminded them that I had 1 year to claim a defective part and they would work with manufacturer for a replacement part that worked correctly, this was on their website. They agreed to that and that it was a defective part. They told me to order a new part from them, return the old part in the new shipment box and wait for a refund. I did so on Sept 2nd, and received my new part on Sept 5th. I inspected the new part at the office with the sales guy. I told him it has the exact problem as the old one and he told me to go through customer service. I emailed them again saying that it is a manufacturing defect and was asked to provide a video of the defect. I did and received a response asking for pictures of the boxes, I was told to order another part. I was not going to waste more time with this and told them I will not be ordering more parts.

  

  Business Response

  Date: 17/09/2024

  Hi ******,

  I understand your frustration and disappointment, and I wish I could have done more for you. However, the new part is now without its box, and the manufacturer will not accept the return without it.
  
  The importance of the manufacturer's box is outlined in our return and warranty policy. Even if we were to accept the part without the box, there would be no refund, as the manufacturer would not take it back, and the part would be discarded.
  
  We kindly request that you either place a new order or consult with a mechanic to attempt installation of the delivered part.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 24/09/2024

   
  Complaint: 22284791
  
  I am rejecting this response because:  You are still selling the defective part that I ordered. I see this fan is still listed on your website for sale. If you are still dealing with this company then you should get them to send you an empty box and then I can return it in that box. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 26/09/2024

  Hi *****,
  
  We have already informed you via service ticket #****** to return the new part in the brown box as well, and we will refund it, too.
  
  This decision was made after reviewing the case, and we will also follow up with the manufacturer regarding the defective parts.
  
  The refund for the defective part has already been processed.
  
  Thank you for your patience.
  
  Regards,
  Parts Avatar

  Customer Answer

  Date: 27/09/2024

   
  Complaint: 22284791
  
  I am rejecting this response because:
   You have told me again to provide a box. I have explained several times that I do not have the original box that I was sent. The defect was not noticed until after I had thrown it out, thinking everything was great and fixed. Is it the same person, ****, responding to this request or are there several people not reading all the correspondance? Are you able to provide me with a box from the manufacturer to return this NEW part that has the same manufacturing defect as the first one?
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/10/2024

  Hi *****,

  As I mentioned earlier, we have sent you an RMA to return the newly received part, which has the same defect and currently without a box. A full refund will be processed once the return is completed.
  
  I kindly request that you return the part for a full refund. If possible, please pack it in a brown box to prevent damage during transit.

  Let me know if you need any further assistance.

  Regards
  Parts Avatar.

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22284791
  
  I am rejecting this response because:
   This is not resolved yet. I will close the case when I get my money back. I will be returning the part to the store today as per your NOW clear instructions. This was not clear before as you kept saying it had to be in the original box. I will be awaiting my refund and then we can close thia case. Thank you for your help. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 21/10/2024

  Hi *****

  Please return the item with the **** and the refund will be processed within 2-3 working days after the return is processed at the warehouse.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:12/09/2024

  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 a part from this business and it did not work. Had to spend another 170$ to get another part on warranty and send the old one back. That part stopped working within a week and now they wanted me to spend another 170 for another one. I haven't received my money from the first return. They just emailed saying that they will refund the first part but because it wasn't in the original box they won't refund the second one. The box the second one came in was torn to shreds. They told me that doesn't matter it's part of the policy. This has to do with a safety component of the vehicle. This is un acceptable

  

  Business Response

  Date: 13/09/2024

  Hi ****,
  
  The refund for the defective part you returned has already been processed on Tuesday, 10 September 2024. Regarding the new defective part you received, we are ready to process a full refund. However, the part must be returned in its original packaging, as the manufacturer will not accept it otherwise, and we will be unable to issue a refund.
  
  The importance of the original packaging is also mentioned in our return policy on the website. We understand the frustration this may have caused, but we must adhere to the policies as well.

  *****************************************

  We hope for your understanding and cooperation.
  
  Regards,
  Parts Avatar

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22269772
  
  I am rejecting this response because:

   

  the packaging that you are requesting was torn to shreds when i recived it. How am i supposed to send something back in that?
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 17/09/2024

  Hi ****,

  I understand that the new part was received in a torn box, which is why it is now without one. However, this does not change the fact that it was a warranty replacement order and has become defective again. Therefore, it should be replaced with another replacement part.
  
  The used and installed part can only be replaced, and you will receive a new box with the new order.
  
  I apologize, but this is the only solution we have for you under our warranty policy.
  
  I hope you understand that the manufacturer will not accept the part back, and it will be discarded. Unfortunately, we will not receive any credit for it.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22269772
  
  I am rejecting this response because:

  I'm sorry that you won't get your credit from the manufacturer, maybe you shouldn't deal with them anymore. If you are not aware by now the reason both motors have failed is because of water intrusion. I poured water out of both motors. There is no sealing what so ever. 

  I dont know how you can moarally sell these things its a saftey item that will fail every time. Its almost criminal that you sell it. You have a moral obligation to make this right. Youre putting mine and my familys life at risk here. Ive jad to source the part somewhere else and it works perfectly fine now. And it has the proper sealing.  
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 20/09/2024

  Hi ****,

  We are making a one-time exception, and you can return the part from the new order 86FP4B841 in the brown box. Please include the *** inside for a full refund.
  
  Attached is the *** for your reference.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22269772
  
  I am rejecting this response because:

   

  just for now untill i receive my refund im rejecting this. Once i jave received it i will change. 

  im sending the part today 
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:20/08/2024

  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 automotive parts for 2 vehicles totaling over $958.25. I repaired the first vehicle but by the time I got to the second I realized the parts were incorrect and did not fit my vehicle. I than realized I was over the return window by 10days, but thought because they made the error they would exchange the parts. Instead they apologized and asked me question for about 2 weeks and than rejected the return after wasting my time. Why not just say no from the start, also website still shows same parts as compatible for my vehicle so they have not corrected it, so the next customer will have the same issue. I would like to exchange for the correct parts or refund if they don't have the parts.

  

  Business Response

  Date: 22/08/2024

  Hi ******,
  
  I have reviewed your case and wanted to inform you that there is no mistake on our website. The rotor diameter is clearly mentioned in the product description, and you confirmed through the ticket that your vehicle requires a 334mm front and a 256mm rear rotor. However, you ordered a different rotor diameter.
  
  Please note that the return window is determined by the manufacturer, not by us. The manufacturer does not accept returns after 30 business days. However, as an exception, you may return the rotors and pads in the original manufacturer's box, and we will process the refund according to our return policy.
  
  Regards,
  Parts Avatar

  Customer Answer

  Date: 09/09/2024

  Hi ******,
  
  Thank you for your help but unfortunately, Parts Avatar is asking me to ship back the parts and this is going to be cost prohibited as I have no accounts set up with a shipping company.  The shipping will costs me the same as the original parts due to the weight of the parts.  They claimed that these parts are compatible with my car and provided a screenshot showing my make and model but they do not. If they did they would be on my car. I am looking for a shipping label and costs as I am sure they have a better rate than my local post office and I am willing to pay for shipping if it is reasonable.   Loading the value of the parts to pay for shipping is nonsense.  They are still showing these parts as compatible and they are not this is feeling shady to me which is why I am asking for more assistance.
  
  ******

  

  Business Response

  Date: 10/09/2024

  Hi *******,

  The order was placed on Sunday, June 9, 2024, and as per our return policy, it should be returned within 30 days. However, as an exception, we are accepting the return of the incompatible parts. We can also provide you with a discounted return label from our account, but the cost will be deducted from the refund.
  
  The return label and the cost will be shared under ticket #****** shortly.
  
  We hope you understand our limitations and cooperate with us.

  Regards

  Parts Avatar.