Complaints

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

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• 

  Auto Shack

  Ottawa, ON K2S 1E7

• 

  Auto Shack

  42832 State Route 12 Alexandria Bay, NY 13607-2216

• 

  Prime Choice Auto Parts Factory Outlet Store

  42832 State Route 12 Alexandria Bay, NY 13607

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:26/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 online for my 2012 ****** Maxima I purchased shocks and struts it paid it was took off my card and then online I look back and they had sent something to call or it would be canceled so when I called they said my card and address information wasn't the same but it is and it was. So while I was on the phone with them they said that the payment was declined I said no I've got proof it went through but while I was on the phone with the person they tried to take out another $209.74 which did decline. I have called multiple times asking for my money back they said it I'll reversal was done on the 19th I still have not received my money back they gave me a reference number to give to the bank I'll give it to them to see there's nothing they can do because it's still pending. I have tried over and over I have got you with them yes because I ordered parts I didn't get and they still got my money for it and every time I call they just keep saying it has been a reverse it hasn't

• Initial Complaint

  Date:14/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 catalytic converter ?on November ?29, 2022 ?from Auto Shack (through their Amazon seller profile) for $158.09, and had it profesionally installed in December 2022. Six months later in June 2023, my check engine light started coming on intermittently with error code P0420 (a low catalyst system efficiency). It didn't stay on consistently so I didn't worry about it. In September, it stayed on, and because the catalytic converter was so new? and it seemed unlikely that it could have worn out so quickly, I tried resolving the P0420 error code with Cataclean to no effect, and then installed new 02 sensors and cleared the code. The check engine light came back on. ?The *** requires all catalytic converters to have a five year warranty (epa-420-00-101?) (**********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************?). I have tried reaching out to Auto Shack through Amazon and they keep sending a generic response about how their warranty is only 6 months; this falls very short of the legally required 5 years. I have tried reaching out to Auto Shack through their customer service line, and they sent me back to Amazon. And Amazon sent me back to Auto Shack, saying they couldn't help. I want a refund of what I paid, and if they want me to mail the item back, they need to pay for shipping as it is a large and heavy item. I do not want a replacement as I have already purchased and installed a better quality catalytic converter.

  Business Response

  Date: 26/02/2024

  
  Thank you for reaching out to us regarding your recent experience with the catalytic converter purchased through our Amazon seller profile.
  
  We understand your concern regarding the performance of the catalytic converter and the error code you've encountered.
  
  As per the ******************************* (EPA) guidelines, catalytic converters are required to have a warranty of five years. However, it's important to note that the warranty on emission components, including catalytic converters, typically covers ****** miles or ****** kilometers.
  
  In order to process a warranty claim, you will need to  provide us with the two repair invoices mentioned, indicating the mileage at the time of installation and the mileage when the issue occurred. This information is necessary for us to validate and process the warranty claim effectively.
  
  Once we receive the necessary documentation, we will be more than happy to assist you further and work towards a resolution.
  
  Please feel free to reach out to us with any further questions or concerns. We are here to assist you.
  
  
  Auto Shack **************** Team

  Customer Answer

  Date: 27/02/2024

  Complaint: 21293540

  
  I am rejecting this response because:

  
  Auto Shack has not provided any contact information (ideally an email address) in order to provide them with the documentation they requested. I have used their customer service line multiple times only to get the runaround. So Auto Shack needs to provide me with an email address in order to send them the documentation they requested, ideally not a generic one that will result in further generic responses such as those received through their customer service line, but an actual employee's work email address.
  

  I would also like to know the actions that Auto Shack intends to take with regards to a resolution. I am not interested in a replacement part, as I have already purchased and installed a better quality part. I am seeking a full refund of the $158.09 spent for the catalytic converter.

  Only after Auto Shack provides proper contact information and assures me that a refund will be issued once they receive the two invoices (indicating the mileage at the time of installation and the mileage when the issue occurred) will I be able to accept their response and work towards a resolution.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased auto parts from auto shack via Amazon back Nov 10 2023. They arrived Nov 12 2023 but they were incorrect fit. I tried to initiate a return but couldn't get a RA number because amazon showed the product still in transit. This went on for weeks. On Monday Dec 18th I attempted to exchange these parts in person at auto shack location in Ottawa, buy was told I needed to return via Amazon since they were ordered via Amazon. Now in mid January 2024 Amazon provided an RA number but I am responsible for shipping charges or return them in person at location in Ottawa......I was attempting to do this very thing back in December. Shipping these will cost me upwards of $275. I only paid $250.00 plus tax fir them. My fear is I will send these back and pay $275. Buy not get reimbursed for shipping. Than I'm.out of pocket more than $500. I also can't be confident that if I make the 6 hour drive to Ottawa to return them in person like auto shack suggests, that I will be successful. I already tried this with no success. Not very satisfied with auto shack and not confident in Amazon right now as well.

• Initial Complaint

  Date:25/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 bought an item from AutoShack on 1/10/24. I was to be delivered 1/13/24, it wasn't so **** bumped it to 1/17/24 and it didn't show then. So **** bumps the delivery date to 1/24/24 and guess what, NO PACKAGE!!! So what does **** do rather than go by thier policy they bump the delivery date till 2/3/24. **** and AutoShack are both refusing to refund my $79.01 because of the weather that isn't a factor since my package was due BEFORE the winter storm started. I am/was a seller and a similar interaction happened to me. I sent the item, the item was recieved, the item was as dicribed; however, a week or so after delivery and the buyer wants a refund and **** gave it to them no questions asked. I had a chance to explain to **** that the buyer had already recieved the item and kept the item for over a week. The differance here is that the item I sold was delivered ontime and as discribed while AutoShacks item has yet to been delivered. This makes me think the **** may be taking funds from AutoShack in exchange of "favors", aka fraudulant business practices.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 told by my mechanic that i need new front lower control arms for my 2008 ****** rogue. I immediately emailed autoshack to file a warranty claim to which they responded back they need a pic of defective part. I told them will send pic of what part is as i can't take part off vehicle (pay labour) then have them put parts back on and then take off when get new ones(so in all over $400 in Labour costs). The female rep i spoke to and said and I quote when asked is order placed abd how long it take to receive "yes it has and will receive it in 3 to 5 business days". Then i sent pic 2nd time and rep says yes **** receive pic will send it.

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 set of brake pads with a representative on the phone and called back less than an hour later to cancel it. After being on the phone for a long time **** the manager told me the item was on the truck and couldn't be called back. I told him that it was almost impossible to get it to *** that fast. He said to wait until I receive it and then call them back for return instructions. I checked the *** tracking system, and saw that it was received by *** 3 days later. When I got the box yesterday, it was opened and the part does not fit. **** said to send it back for a refund but I have to pay the shipping back to them. He obviously lied to me at the beginning. I would like a RMA and return label then a full refund.Thanks

• Initial Complaint

  Date:30/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Nov 11, 2023 is the date I purchase a car part for my vehicle. It came to $119.70 which included delivery, the part was not for my car like the website had described. I returned the part as the was an error on the website saying it was for my vehicle. Once I had messaged them via email, they asked for some information about my vehicle so j sent what they asked for such as VIN etc. Once the part was shipped back to them at my expense and they had seen it was not installed ( because it couldn't be) they refunded me the cost of the part. When I have repeatedly asked about reimbursement for the shipping that cost me $37.87, they would not answer me about the issue until I calledWhich then after I had them re-open the case, they are trying to tell me my VIN does not match the vehicle in question so they will not refund the shipping fee even though they are now in possession of thw part again,and ignore the proof I have stating the information provided during purchase of the part was correct and is now.

• Initial Complaint

  Date:23/11/2023

  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.

  I bought a Vehicle part on ******. It was stated to fit my vehicle. I placed it on yesterday & my steering wheel was floppy and dangerous I couldn’t drive my vehicle. I come to find out from my garage that the Balljoint on the control Arms were the wrong size. I contacted ********* to let them know their part didn’t fit & was wrong. Measured by a gage to measure the shaft of my balljoint to confirm. AutoShack expects me to pay for shipping back for a miss fitted part they sent me. This part in also under warranty.

  Business Response

  Date: 23/11/2023

  As this part was purchased through the ****** Sales Channel we cannot address the issue outside of ****** per ******’s own seller policies. 

• Initial Complaint

  Date:15/11/2023

  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 the part checked vin. Called checked everything. Had part installed. Part did not fit. So tried to return part. Sent them all the info the asked for. Now they are just ignoring me. No response. Call no help. Now they are blaming me. They have no intention of refunding me. I also meed to be reimbursed for the labor putting shocks on then taking shocks off. ****** in labor. This company is a scam. They dont care. They need to be shut down. All in they owe me. Around ***** dollars.

  Business Response

  Date: 16/11/2023

  Customer was provided prepaid return labels. Customer does not need to return **********************. Refund of Sales order ******* will be refunded without return  this morning (November 16th).  

   

   

   

• Initial Complaint

  Date:01/09/2023

  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 auto parts on August 5, 2023. I contacted the company to tell them I did not need the parts because I did not buy the car on August 5, 2023. I received a shipping label from the company and ship the items back on August 7, 2020 through it. They receive them on August 8, 2023. I paid $72.61 for the items they were returned unopened and intact. They sent me a partial refund of $6.14. And said that they had to inspect the items and send me the balance refund. It is August 22, 2023, and after repeatedly calling, texting and asking about my refund I had received no responses. I received a response today telling me that once the items have been returned it will take 3 to 5 business days for my refund to be at my account. It has been 15 days and I still have not received my refund. I continue now to get advisor response about my refund.

  Business Response

  Date: 29/08/2023

  ***************************, owner of Auto Shack **** of ********, ********.  The complaint was filed against autoshackautopartsusa a parts supplier on ***** That is a different company than ours. We do not sell parts on ***** We are a small company in a small rural town. I am aware that there is a national parts chain also with the same name, but this is not our customer. Thanks, if you have any more questions, please let me know. *****

  Business Response

  Date: 01/09/2023

  As this purchase was made through ebay.com per ****** policy all communication between an buyer and seller must be done through the ebay.com platform. 

   

  Have the customer contact us through **** and we'll address their concern.