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:03/06/2023

  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.

  Purchased K&N filter 33-3005 on 28th May 2023 order No. 81LFJO1N. Part arrived and when taken out of box the filter was obviously too small for my air box and I was able to identify the part by using K&N dimensions and it is a 33-2150. Sent pictures demonstrating the incorrect filter and referring them to the correct specs for the 33-3005 showing the length of filter incorrect and a picture of a correct filter next to the incorrect filter..Asked for a refund and purchased correct filter from Amazon. I have had contact with customer service and provided sufficient information and pictures a 10 year old could see the problem. They continue to ask for unnecessary info such as my VIN No. , because apparently they would like to show I ordered wrong filter and therefore shipping costs and a full refund will not be necessary. I offered my opinion wrong filter placed in 33-3005 box at factory, but they seem to continue to pursue the fact i ordered the wrong filter and asking for more pictures which have been submitted and info that is not pertinent such as a VIN No. This delay by customer service is solely designed to discourage me from receiving a refund based on their refund policy if an incorrect part is shipped a full refund will be given.

  

  Business Response

  Date: 25/06/2023

  We are extremely sorry about the experience. As per the case history, our returns department provided a pre-paid return shipping label for the return of the part and full refund for the part has been processed. The feedback is also shared with the manufacturer and we will take care that none of our customers face such an issue again.

  Customer Answer

  Date: 25/06/2023

   
  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:29/05/2023

  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.

  Ordered auto parts used there system to confirm they fit vehicle. Order did not show in history. Ordered again with live chat help and VIN for car then both orders went through. Both sets of parts do not fit vehicle. They want us to pay shipping to return parts they also charge a 15% restocking fee and will only wave it if we order a 3rd more expensive set of parts. I've tried over a week to get somebody on the phone including leaving messages no luck talking to anyone. They keep sending e mails saying issue resolved when It clearly is not. Only way to communicate is instant live chat and all they keep saying is it is escalated to higher **** Currently 684 dollars outstanding on credit card and only incorrect parts. We are running out of time to return and still no answers.

  Customer Answer

  Date: 21/06/2023

  Mark it as resolved.
  

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

• Initial Complaint

  Date:14/04/2023

  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.

  Parts avatar Date of transaction: April 13th, 2023 Amount of money paid: $24.99 Business provided wrong part that does not fit my vehicle. I used the websites vehicle selector tool which says this part was the *** that fits my car year make and model when it doesnt.Tried to return or exchange at pick up location here in ********, employee advised me to go through website. After chatting with **** for over two hours, Issue has not been resolved and she tried to manipulate the situation as if theres special specifications for my vehicle although vehicle is stock and I mentioned that and even provided my VIN and pictures of *** and the part I received.Employee said they will contact me via email and that she has created a ticket. I asked for either one she kept saying please allow us some time. When I asked for her employee ID she said theres no specific when I asked for her name she said its just **** no last name. I asked for head office phone number or email. She said phone lines are not connected and theres no email just for head office.Order #***PEP77C

  

  Business Response

  Date: 17/04/2023

  The manufacturer validated the compatibility of the part. We required few details to investigate the case. The case is with the returns department and will be resolved within 24 hours. We will be processing full refund for the wrong part.

   

  Customer Answer

  Date: 17/04/2023

   
  Complaint: 19938731
  
  I am rejecting this response because: Part looks nothing like OEM as per pictures attached the one removed from vehicle has a different shape than the one received from business.
  
  Sincerely,
  
  ***** El ******

  

  Business Response

  Date: 28/07/2023

  Hi ******,
  
  Complaint ID: ********, The customer placed an Order Id: ********* on Order Date: Thu, 13 Apr 2023, his return was approved and a full refund for the returned part was processed on  Wed, 26 Apr 2023.  It was a warehouse Pickup order and the customer returned the part at the warehouse. As the manufacturer confirmed the fitment of the part for his vehicle, our support team requested the customer to help us with the images for the case.
  
  The refund details are attached below: 

  Customer Answer

  Date: 29/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I can confirm I have received a the refund. I find that this resolution took that longer than it should. I dont like how business still mentions fitment after uploading photos. I wish business would have cooperated from the beginning. However that being said, I got my money back which is good enough.
  
  Sincerely,
  
  ***** El ******

• Initial Complaint

  Date:23/08/2022

  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.

  ii.I ordered a brake kit for my car, using the tool on PartsAvatar website, which asks the details of your vehicle and then show all the parts compatible.iii.The brake kit was delivered to me no problem. iv.However it turns out the brake kit won't work with my car even though the part was ordered following the website tool. v.I contacted PartsAvatar about the issue and was told that I had to order a different kit specifically for my car (of a certain production date range). and I can return the parts to them by me paying return shipping cost and restocking fee (which amounts to ~150 dollars, half of the ~300 dollars I paid for the full kit.). vi.I pointed out to them that I selected this kit based on the website tool and they replied that parts have to be ordered based on the production date of the car, which is very vaguely mentioned in the description. vii.I've attached a screenshot of the website of the kit showing the large font green texts "This product fits your vehicle", and under "Fits following Engines", it's the 4-2359 2.4L DOHC, which is the exact car I have. ix.Only somewhere in the text, in much smaller fonts and plain black color it mentions FROM 12/09 which apparently, after their explanation, means that only cars manufactured after December 2009 are compatible with these parts. x.Seeing that PartsAvatar is not only geared towards car professionals such as repair shops, but also for the general public and DIYers like myself, their description is definitely very misleading, which directed me to order the wrong parts and it's unfair for me to bear the associated cost due to their incompetence. xi.I've in contact with customer service for many days without any sound solutions from them.

  

  Business Response

  Date: 07/09/2022

  **** (PartsAvatar)
  
  Sep 7, 2022
  
  Hi,
  
  Thank you for contacting PartsAvatar
  
  As we have verified this case, the customer ordered wrong parts for his vehicle. The customer has to follow our return policy in order to return a part.
  
  We have also informed the customer today that we are ready to provide him with a shipping label from our end at a discounted rate to save him some cost for the shipping. This is all we can do as a gesture for him.
  
  
  
  Regards,
  Customer ******************************************** ******

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18000463
  
  I am rejecting this response because:

  Hate to say this but Partsavatar's response is full of false claims, and they were avoiding all of my questions containing the facts about their website deficiency. 
  

  The parts were ordered using their online tool, which was missing key information and led me to order the wrong parts in the first place. (as shown by the photos of my original BBB claim), and now they are blaming all on the consumer.  Any business who remotely care about consumer and want to improve would have taken this as a positive feedback and improve their online tool. 

  Their claim of providing a discounted shipping label is too little and too late. Had they provided the solution at the beginning and showed their efforts to correct for their mistake, the outcome might have been different.  But the truth is the parts were already on the way back to their warehouse when they mentioned about it. Mind you know per their policy the parts have to be sent back within a certain time frame, and who knows what would happen if the parts arrived one day late?  Even the parts were already delivered to their warehouse on Sept 1st within the time frame, there is absolutely no refund or any communication at all after 10 days!   

  I will not stop this fight and try my best to let as many ppl as possible know about their shady business practice. I wanted to support a local business, but not one like this!  
  

  
  Sincerely,
  
  Dongren Bai

  

  Business Response

  Date: 04/08/2023

  Hi ******,
  
  Complaint ID: ********: The Order Id: 7OCNBAFMK was placed on Order Date: Fri, 22 Jul 2022. The parts were ordered for the 2009 ******* SONATA 4-2359 2.4L DOHC and we have parts listed as per the specification. The parts are also listed as per the Production date. Our Live Chat support is also available to help our customers with compatible parts. In this case, the return of the parts can be processed as per our return policy.  The refund for the returned parts was processed from our end on  Fri, 9 Sep 2022. We are extremely apologetic for the inconvenience caused.
  
  
  Regards,
  ***********************
  PartsAvatar

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 18000463
  
  I am rejecting this response because:

  First thing first, the order was misplaced due to deficiency of their online ordering tool.  Partsavatar should simply step up and cover all the cost including return ************. and also address the online tool issue. and I would be a loyal customer to order all my parts from them for all my three vehicles needs. instead I was screwed over and now I am telling all my families/friends (real life and online) about their shady practice to avoid them. 

  Second, I was told that no re-stocking fee would be charged, yet they still charged re-stocking fee. 

  Third, I was promised a discounted shipping label, which didn't happen till my return window almost closed. Considering their general lacking service practice, I wouldn't want to take a chance and miss the return window for them to take all my money. 

   

  
  

  
  
  Sincerely,
  
  Dongren Bai