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:03/04/2024

  Type:Customer Service 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 have been attenting to contact this business about a package that never arrived to me with no responce from multile emails, to various email addresses, nor phone calls also to multiple support phone numbers.Product was ordered Dec 26, 2023 Amount is $236.99

  

  Business Response

  Date: 04/04/2024

  Hi ****,

  We apologize for the inconvenience caused and would like to inform you that there are no tracking details on the ****** website and seems like they have lost the package, our team is contacting them for the same. However, to resolve the case on priority we have processed a full refund for the order.

  Best regards

  Parts Avatar

• Initial Complaint

  Date:03/04/2024

  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.

  They sold me a defective part, it broke in my transmission causeing me 7000$ worth of parts to fix the problem and they are refusing to give me a refund on the part that broke. Im not looking for all the money cause that wont happen but I would like my money back for the broken part. They keep telling me I have to order a new part with them before they can give me a refund. I dont trust the products that they sell after what happened to me.

  

  Business Response

  Date: 04/04/2024

  ***************,

  This is to inform you that we have refunded CAD$90.06 for the returned defective part. We have made an exception here considering your past orders.

  Best regards

  Parts Avatar.

  Customer Answer

  Date: 04/04/2024

   
  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:02/04/2024

  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.

  Parts Avatar advertises free shipping on most product.All the products I ordered qualified for free shipping when I placed the order and still do now. On March 18th, I created an order. I provided my postal code and address for shipping. I placed the order, was charged on my credit card and was given an estimated delivery date of March 25th to April 1st.on March 22nd, parts Avatar sent me an email saying that I needed to pay them an additional $138.93 for extra shipping even though they advertised free shipping and still do. They claim that this is due to weight, *************** area. parts Avatar should be aware of the weight and size of their products. I also provided my postal code so there was no unknown when the order was placed. I find this incredibly deceptive that they advertise free shipping but then after they have taken my money, they ask for more to give me what we agreed on. While writing this complaint, I went on Parts Avatar's online chat and had their live agent configure the same order. I told them my postal code and asked if shipping was free. They responded "Ground shipping is free for orders at & above CAD$ 99." they did not say that they would ask for more money later. I would like Parts Avatar to ship me what we agreed on for the price we agreed on. I will attach the email thread as well as the chat window conversation.

  

  Business Response

  Date: 08/04/2024

  Hi *******,

  We understand the disappointment and dissatisfaction towards your order 8501JD1CC. We would like to inform you that shipping is free for orders on and above CAD$99, however, there are always exceptions, and sometimes shipping carriers ask for extra shipping due to weight, size, and distant postal codes.

  We never charge anything extra from customers if the order qualifies for free shipping. We hope you will understand our limitations.

  The order has been canceled for now and refunded too, we request you to please place a new order and we will try to ship it for free checking with all of our courier partners.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:14/03/2024

  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.

  September last year I bought an alternator from parts avatar. At about December I keep losing charge in my battery every couple of days, and January came it became worst. I replaced the battery and it issue went away for a couple of days, then returned. Finally I have to bring it to our mechtanic. At first they said everything checks out fine, until a closer test turns out to be the alternator. The clutch is not properly enganging and gradually it will drain the battery (overtime). They have to replace the alternator with a high quality one (apparently the one sold by parts avatar is low quality). I can't wait for parts avatar to send me a replacement since it will take a couple of weeks before we receive it. What's worse, I have to pay for the shipping. Please see the attached file with my chat with parts avatar (Chat with ****.rtf). I can also provide the test result to BBB from my mechanic but I don't want the name of their shop to be displayed publicly. I've also attached a screen capture of their warranty policy, saying they can do refunds for up to 12 months (partsavatarwarranty.jpg), apparently that's not true.

  

  Business Response

  Date: 18/03/2024

  Dear *****, 

  Please accept my sincere apology for the discomfort you have faced because of this situation.
  
  If there is a defect in the used product, PartsAvatar covers it under warranty replacement for up to 12 months from the date of purchase.
  
  To avail the warranty replacement, the customer has to place a new order for the same part and send back the failed/defective part, and we cover the cost of the new purchase.
  
  Here is the policy for your reference:*************************************************************************
  
  In the chat conversation with our support on March 13, 2024, at 07:18 PM, you agreed to replace the defective product with a new one. I am attaching the screenshot for your reference.
  
  Please let me know how we can resolve this situation for you.

  Best regards,Hemant

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21430172
  
  I am rejecting this response because:
  
  As per my response with ****'s chat, I indicated he gave me no choice, that's why I'm filing a complaint. I've attached our complete chat, he indicated I cannot return it since it's way past 45 days. I printed the warranty on your website on March 14 and it did not indicate that. It actually said the opposite, you can issue a replacement/refund for defective product up to 12 months. I'm opting for a refund instead since I have no longer use for an alternator. I gave **** the test result from my mechanic which is certified by AMA/CAA.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 27/03/2024

  Hello *****,
  
  I have attached a screenshot of the warranty replacement conditions. You can view it at the following link: *************************************************************************
  
  Please let me know if you would like to proceed with the warranty replacement. I can assist you with the process.
  
  Looking forward to your response to resolve this matter.
  
  Sincerely, Hemant
  
  
  
  
  

   

   

  Customer Answer

  Date: 27/03/2024

   
  Complaint: 21430172
  
  I am rejecting this response because: It's says in your warranty page too it can be refunded within 12 months if it is faulty. I'm opting for refund. You'll notice in my chat with you before i was told I can no longer return it because it past 45 days, then i was directed to the same warranty page. It did nit indicate there the 45 days.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/04/2024

  Hi Louel,

  We would like to inform you that the part has been used and got defective after usage, the defective parts cannot be returned and can be replaced only within 12 months of purchase under warranty replacement.

  The warranty policy on the website states the same, we request you please place a new order for the same part# and return the defective part in a new box for refund.

  Please let us know in case of any further confusion.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 13/04/2024

   
  Complaint: 21430172
  
  I am rejecting this response because: It was defective before usage. Issue was there in the first place and just gradually worsen. If you don't want to refund, I will ask BBB to close this case with unsatisfactory result.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 17/04/2024

  Hi *****,

  We would like to inform you that our warranty policy is for defective parts which are used and got defective over some time. We could have done more for you if you had contacted us just after you installed the part, the alternator has been used for more than 6 months and can be accepted under warranty policy only.

  We hope you have already gone through our warranty policy and please let us know if you need any further help in replacing the part.

  Thanks for your understanding in this matter.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 17/04/2024

   
  Complaint: 21430172
  
  I am rejecting this response because: I have gone thru your policy. Nothing said there 6 months, but says 12.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 18/04/2024

  Hi *****,

  We would like to inform you that we offer warranty for 12 months and you have used the alternator for 6 months, hence we cannot just process refund for the used part.

  You can replace the defective alternator by ordering the same part again and returning the defective part to get a refund.
  

  Regards
  Parts Avatar.

  Customer Answer

  Date: 18/04/2024

   
  Complaint: 21430172
  
  I am rejecting this response because: I've given up on this one. It's obvious that parts avatar is not willing to refund me and keep appending rules to their warranties. The following are what I observed for now:

  
  1) Parts should be returned within 45 days as chatted with ****. This is not in their warranty page.

  2) Parts that are used for 6 months and found to be defective cannot be refunded. Again, this is not in their warranty page.

  3) They can refund defective products within 12 months. Nothing indicated here that the part can or cannot be used during those months. When a customer orders a part, it's obvious they will use it.

  I do have a certified mechanic investigated the alternator and found that it's defective, not thru wear and tear (it's only been used for 6 months).

  Not related to this complaint:

  Last November of 2023 I informed them that R13116 Radiator will not fit ****** SIenna 2017 as confirmed by Parts Source ******. Going to the manufacturer's website, it does say it's not for 2017 model but for lower models. It doesn't matter if it's a towing package or not. I just went to partsavatar website today and they still say it's for 2017 model (see attached CU13117.png). BTK website said it's not (please see attached BTK website.png). They sent me this last year and it does not fit Sienna 2017 and implied I made the mistake. But even if i have the towing package, this will not fit. And I found another part there that their website say will fit but does not for that model if I go directly to the manufacturer's website. This is how inaccurate partsavatar is they should recheck all their parts.

  Because of this bad experience and warranties that they keep on changing, I'm sorry to say that I will not buy from them again and will highly not recommend them to my friends.
  
  BBB, please close this case as unresolved. 

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

  

  Business Response

  Date: 23/04/2024

  Hi

  This is to inform you that our warranty policy states that "We offer a product exchange for up to **************************************************************************** the parts purchased from us".

  We again want to bring it to your notice that used parts can only be exchanged under warranty policy and unused parts can be returned under our return policy within 30 days.

  Since the part has been used for 6 months, part cannot be returned, it can only be exchanged and refunded under the warranty policy.

  We are trying our best to clear your doubts and please write back to us if you need more clarification.

  Thanks & regards
  Parts Avatar.

  Customer Answer

  Date: 25/04/2024

   
  Complaint: 21430172
  
  I am rejecting this response because: Again, nothing in your warranty policy is saying about used parts, not even 45 days or 6 months. Even you yourself cannot quote it from the site (which I printed and attached here) It is now that it's only mentioned. You need to be clearer in your warranty policy. Upon inspection of the alternator by a certified mechanic, alternator is defective from the get go. It just worsen afterwards. But I will not insist on this one anymore, it's clear to me that you don't want to do good on your services. I am disappointed though.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/03/2024

  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.

  PartsAvatar was founded in 2016 by *************************** and ***************************, two techies with a passion to build the future and automobiles, who met while pursuing their PhDs. We are an aftermarket e-commerce marketplace operating in North America, powered by the dream of making auto repair as convenient as ordering pizza. This is what they advertise. I bought a blower motor for my truck 2023 **** *********. Purchased the part installed it it was making noise stopped working. Got a hold of the customer service they advised they dont have the part in stock. The temperature was below zero old could not go without a motor. It was returned in original box and no portions for a replacement. I went elsewhere purchased the part. ***** later told you can only get a refund if you purchase the same part. Why would I purchase the same part if it was faulty plus they did not have the part. Plus would not let me know when it was available. The fine print reads 3 rd line on there returns if it is not in stock and the part is returned and inspected which they did get you get a refund. I explained this to the service advisor even asked for a supervisor to respond. They did not they keep telling me to purchase the part to get a refund. I dont want there part for I had to go elsewhere. I guess the *** s plan of drive through part ordering is far from reality. This is completely unfair and what does the consumer do. Gets shafted for ****** dollars. Complete rip off company.

  

  Business Response

  Date: 18/03/2024

  Dear ***, 

  Please accept my sincere apologies for the inconvenience you have had to endure due to this situation.
  
  At PartsAvatar, we strive for 100% customer satisfaction, but at the same time, we also have to adhere to certain policies set by the manufacturers of the products.
  
  A part that has been used for 2 months cannot be returned for a refund. It can only be replaced under warranty if there is any defect in the part. I am attaching the link to our warranty policy for your reference: *************************************************************************
  Even if we wanted to make an exception for your case and refund you for the failed part without a replacement, we can't do so because the original manufacturer box has been tampered with (marker used on the brand box).
  
  To resolve this situation, I am willing to offer you a $40 store credit against the new part value of $79.78. This store credit can be used anytime for your next purchase at PartsAvatar.
  
  I look forward to your response to resolve this case to your satisfaction.

   

  Best Regards,Hemant

   

   

   

   

   

• Initial Complaint

  Date:08/03/2024

  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.

  My package was delivered at my doorstep while I was at work without notifying me. I actually have SMS notifications enabled but I ironically got the message that it was delovered AFTER I had gotten home from work, 5 hours later.My package is gone, supposedly from theft Parts Avatar concluded. However they claim no responsibility. It was my understanding that a high value order would need to be signed on delivery or held at a sorting facility for pickup, as I had to pick up medication from Purolator 2 weeks ago that I wasnt home to sign for.I would understand if this is my own negligence - but I was neither notified of its arrival nor was proof of delivery required in any form whatsoever.

  

  Business Response

  Date: 18/03/2024

  Hello *******, 

  All shipments where we do not charge a delivery fee to the customer are sent without requiring a delivery signature. Upon receiving your complaint, we contacted *********, who confirmed, after checking the driver's GPS, that the shipment was indeed delivered to your address. However, it was stolen from your front door after delivery.
  
  In the case of theft from personal property, it is solely the customer's responsibility to inquire with authorities.
  
  As a goodwill gesture, we have refunded you for the entire order.

  Hope this resolves your complain. 

   

  Best regards,

  Hemant, PartsAvatar

   

• Initial Complaint

  Date:20/02/2024

  Type:Service or Repair 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.

  Bought from them twice 7 months apart 1 times lied on having the parts in store and the delay of shipping 2 times lied 3 times about my waranty on a product 1 times my waranty was finish...then closed waranty of 1 year ..was 6 month in 2 times the manufacturer denied my warranty.. i call them they said ..wasnt true 3 times lied about having problems with there phones lines...After 18 mails now the accepted my warranty but want me to paid fees for it...

  

  Business Response

  Date: 29/02/2024

  Hi ********, 
  We are extremely apologetic for the inconvenience. As checked, our team shared the *** for the return of the parts under warranty and a full refund for the returned parts will be provided. Unfortunately, we don't provide return shipping label for the warranty return cases. The same is provided in the warranty policy on our website: ************************************************************************* . You can contact us for any further assistance required.

  Customer Answer

  Date: 29/02/2024

   
  Complaint: 21314136
  
  I am rejecting this response because:
  Partsavatar are trying to turn this around

  They re always respond to one of the requested action

  but like i said they tried by 2 occasion and two different items to denied by lying my warranty 

  i had to reopen 2 or 3 times a "ticket"

  to them afert 12+emails to complies

  now they said ...** sure send ** the defect product 

  but having by two times ..to push the customer service to respect there policy.. i think the bbb should look into this

  sincerely,
  
  ***************************

  

  Business Response

  Date: 04/03/2024

  We shared the details that intially the warranty was rejected by the supplier but with the management approval, the warranty was approved and the complete process with the *** details were shared. We can completely understand the disappointment and required actions will be taken to avoid such an inconvenience again with any of our customers. We are extremely apologetic about the experience you had but we can assure that the customer will be receiving full refund for the returned parts.

• Initial Complaint

  Date:13/02/2024

  Type:Sales and Advertising 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.

  Purchased a fuel pump from Parts Avatar. What was delivered was not a depicted on their detailed web page with photos and specifications. When I contacted the company via chat I was told that the images they use on their web site are generic to the items, In other words what you see is note what you get and I should have read all the fine print on the site.The items are so different that I feel I must do something to prevent this apparent fraud to continue.I have attached a screen shot of what I thought I was getting and a jpeg of what was delivered.Incase they have not changed their site here is a link to the page if viewed.**************************************************************************************

  

  Business Response

  Date: 20/02/2024

  Hi *******,
  
  We checked the case details and would like to sincerely apologize for the inconvenience. Please rest assured, our team will share a pre-paid return shipping label with you for the return of the part and you will get a full refund for the order. We will also ensure that none of our customers faces such an issue again,

  Customer Answer

  Date: 20/02/2024

   
  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:01/02/2024

  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.

  Transaction date: May 10, 2023
  Company sent the wrong part, common for this group given the many BBB complaints. Once they finally agreed to refund my monies they sent me to a warehouse in Edmonton that is permanently closed. I have been passed from one person to another to another without satisfaction. I have an extensive email chain detailing the process thus far. I have filed a dispute with ** **** and again demanded a full and complete refund of my monies.

  

  Business Response

  Date: 02/02/2024

  Hi *****,
  
  We are extremely sorry for the inconvenience but as per your case history, your order ( Order Date : Tue, 9 May 2023 ) is way past the return timeline ( 30 Days from the delivery date ) and could not be accepted as per our return policy. However, our team approved your return for the full refund of the order. We requested to share your address, so that we can arrange the pick up of the parts from your location in order to initiate the refund. We request you please stay in touch with our team over the service ticket created for your issue, so that we can close this as soon as possible.

• Initial Complaint

  Date:02/01/2024

  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.

  ****-FILTER - ******* - Fuel Filter as part of this order came with an opened box, missing a rubber seal, underlined red in the attached picture. I've also attached a photo of the box and condition of the part sent. Company phone number goes to voice mail. Company customer service email address has not returned a response to this matter. Online chat has not provided a resolution.

  

  Business Response

  Date: 04/01/2024

  Hi ***,

  We are sorry for the inconvenience. We checked your case history and a pre-paid return shipping label has been shared with you for the full refund of the Filter. We shared a Purolator tracking ID: ************ label with you on Wed, 3 Jan ****. Kindly ship back the part using the label and we will process a full refund for the part. For any outstanding issues related to your order, you may contact us at ***************************************** and we shall resolve it for you.