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:28/08/2023

  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 through this company on ***** I returned the parts intact and never opened. They received the pods on August 9, 2023. I spent $78 on his auto parts. They refunded me $6.14. Now theyre saying there is an issue with them sending me the balance of my refund. I have contacted them several times, there has been no issue with my bank account. I feel as if they have just stolen my money and Im now ignoring me and sending my refi. This is bad business. When you call and you can speak with anyone but customer service you can speak with anyone in the accounting department. They continually say they will call you back and they never did.

  Business Response

  Date: 30/08/2023

  ****,
  
  Upon receiving your returned parts intact and unopened on August 9, 2023, we processed a refund for the full amount of your original purchase, in accordance with ****** guidelines. However, we understand that you have expressed concerns about not receiving the entire refund and feeling as if your concerns were not addressed appropriately.
  
  After reviewing the situation further, we reached out to **** customer service and confirmed that the full refund was issued to your account as per their refund procedure. We have documented our communication with **** and have provided you with a copy of the chat we had with their representative. It is worth noting that **** has assured us that they will be reaching out to you within the next 7 business days to address any questions or concerns you might have about the refund process.
  
  Please know that we take matters like these seriously and want to ensure a positive experience for all our customers. If you have further inquiries or concerns regarding the refund process, we recommend contacting **** customer service directly, as they will be able to provide you with the most accurate and up-to-date information.
  
  We hope that this matter can be resolved to your satisfaction and that you'll feel free to reach out if you have any more questions in the future. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  
  Best regards,
  AutoShack Team

• Initial Complaint

  Date:31/07/2023

  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.

  Hello, on July 24, 2023, I purchased a pair of knuckle spindle for my 2011 Hyundia Sonata. I paid $164.78.
  The part did not fit. One small detail. I called to return. I was received with "an investigation". Just to return the part that didn't fit. They want me to pay for shipping? I never heard of this with car parts. And because there part didn't fit, they want restocking fees and shipping fees??? Basically It costs the the same about as the Item. I don't know what to do, because I'm out of a car and all my money. Because I also had to pay the machanic to install, and couldn't, after taking the car apart. These guys are no good.

  Business Response

  Date: 31/07/2023

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

  Return Shipping Cost:

  Return Shipping is customers responsibility if customer entered incorrect vehicle fitment and / or did not review the fitment chart below the product description prior to purchase.
  Unless otherwise specified by our staff, the customer is responsible for the return shipping cost of the product. Return shipping will not be reimbursed.

• Initial Complaint

  Date:05/07/2023

  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 have ordered parts from this company on 4 separate occasions and their parts only fit in one instance. I have requested returns and refunds, but they have so many hoops to go through before they will even consider a return it makes it nearly impossible to get any kind of satisfaction. In the meantime your vehicle is sitting in pieces.
  I received calipers for my daughters vehicle that would not fit after having not received the brake pads that were supposed to be part of a kit. They gave me partial credit for the missing pads, but then told me partial returns are not an option on parts purchased as a kit.
  I most recently ordered a control arm for a different vehicle and after installation the vehicle is undriveable. It steers violently to the right and now has 4° of toe out on the affected side. Car drove perfectly straight and wasn’t wearing tires unevenly before this part was installed. I am awaiting response to my return request for this part.
  A multitude of reviews from others have revealed the same type of problems with fitment and them being able to get any resolution to their issues.

  Business Response

  Date: 05/07/2023

  Thank you for reaching out to us regarding your recent experiences with our parts and returns process. We appreciate your feedback and understanding of vehicle repairs.
  
  In regards to the partial return for the missing brake pads, we apologize for any confusion caused by our previous response. We understand that you should have been allowed to return the remaining items from the kit. However, since the hardware from the calipers has been used, we are unable to accept a return without all the original components. We apologize for any inconvenience this may have caused.
  
  Regarding the control arm installation and the resulting steering and alignment issues, we appreciate your knowledge and understanding of vehicle repairs. You are correct that when changing a vehicle's steering component, such as the control arm, it is important to perform a wheel alignment. The control arm plays a significant role in maintaining proper suspension geometry and wheel alignment. We recommend scheduling a wheel alignment with a professional alignment service provider to address the steering and alignment concerns you are experiencing.
  
  AutoShack Customer Service

  Customer Answer

  Date: 07/07/2023

   
  
  Complaint: 20274707
  
  
  
  I am rejecting this response because:
  
  The component is not made to the same configuration and specs as the original part as is plainly evident in the photo of the new and old components side by side. I don’t want to hear that the vehicle needs an alignment when the alignment shop is the one that told me your part doesn’t properly fit the vehicle and makes it impossible for the alignment to be corrected. 
  as for the calipers you didn’t offer to send me calipers that will actually work with the vehicle which would come with the hardware and I could just put that hardware in either the original parts you sent and send them back as a complete set. 
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:05/07/2023

  Type:Product 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.

  Purchase date was 6/20/23 order #*******
  I ordered brake rotors and pads for my car put my information of car in there system and there web site said they fit so I assumed they would upon receiving package started to change out rotors and pads but they would not fit and now they blame me and want me to pay return shipping cost. I think this is false advertisement because it said it fit I have reached out to the with no luck and now I am reaching out to you

  Business Response

  Date: 05/07/2023

  We appreciate the customer reaching out to us with their concerns. However, our website provides a fitment tool with a green checkmark that confirms the compatibility of the parts with the make, model, and year of the customer's vehicle. While we strive to ensure the accuracy of our fitment information, it's important to note that certain vehicles, such as *****, may have varying options, including rotor size, that require customer verification.
  
  We have attached two example images as a reference to highlight the importance of reviewing product fitment details prior to making a purchase. We understand the customer's frustration, but it is ultimately their responsibility to ensure the compatibility of the parts with their specific vehicle.
  
  In regard to the return process, we are more than willing to accept the brake pads back for a refund. However, as stated in our return policy, the customer is responsible for the return shipping cost. This is a standard practice that ensures fair and consistent handling of returns.
  
  We apologize for any inconvenience caused, but we stand by our policies and the accuracy of our fitment information. If the customer has any further questions or concerns, we encourage them to contact our customer service team for assistance.
  
  Thank you for bringing this matter to our attention.
  
  Best regards,
  AutoShack Customer Service

  Customer Answer

  Date: 05/07/2023

  
  
  Complaint: 20272665
  
  
  
  I am rejecting this response because:
  I put my information into the system and there system showed with a green check mark saying it fits and if ***** had several other fitnents then it should have stopped and asked for more information instead of showing a green check mark for that is totally misleading and furthermore you accepted the brake pads because I never received them and I all I am asking for is the product that fits my car and for you to cover the shipping cost because you have mislead me and I assume this is consistently something you deal with since your website is totally misleading
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:12/06/2023

  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 purchased brake pads and rotors for my car and after 3 months of driving on them I need them replaced. I have a warranty and was told I am not able to get a refund. The purchase date was 2-23-2023

  Business Response

  Date: 13/06/2023

  Hi, 

  Once product is installed a warranty replacement is the only option available. Refunds are only issued to product not installed or used. 

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: 20106668
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 15/06/2023

  
  
  Complaint: 20106668
  
  
  
  I am rejecting this response because:

  This is the purchase order of my sale that is attached to this email. My dispute is that I submitted all the documents necessary to support that the brakes and rotors went bad 2 months after them being installed. I have a life time warrenty of replacements or refund if the items are not in stock. The documents included my reciept of service when the brakes and rotors were put on. As well as the pictures of the brakes and rotors on the tire. I was told the brake pads were not in stock at the time. I can wait until the have them available or get a refund. They rotors can be replaced. I agreed to getting a refund for the brakes pads and send the replacements of the rotors.

   Upon getting the replacements and my refund, I was told the pictures were not good enough and they will not replace them or refund my money for the brakes. I would need to have a mechanic take off the rotors and brakes to take photo's. Which is costly and risky!!! The brake pads could be cracked and not be able to be put back on the vehicle once removed. The mechanic advised not to do so.
  
  All Im asking for is a refund of my purchase so I can get my brakes and rotors fixed so I can drive safely. This company makes me feel like there ******** and there knowingly selling bad products. If you all can please help me get at least half of my money back if not all of it that would be great!
  
  Thank you for your time and have a great day!
  

  
  

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

  Business Response

  Date: 15/06/2023

  Order has been refunded. 

• Initial Complaint

  Date:09/06/2023

  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.

  With in the last 12m I have bought two radiators from auto shack and they both came apart at the seam . where the metal and plastic come together I can not get them to replace it. It has warranty . I paid a hundred dollars each time

  Business Response

  Date: 12/06/2023

  We are unable to find an order associate to the customer provided email address. 

   

  Please provide order number or email address for order so we can look into this issue further. 

• Initial Complaint

  Date:06/06/2023

  Type:Delivery 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.

  4I'm coming to you with the story of how I feel I was mistreated by auto shack
  Let's start with I placed an order on a Saturday and I got a notification that the order didn't go through so I placed another order and what must of been a duplicate email of the first email saying it did not go through so on Sunday morning I placed a 3rd order by Sunday afternoon I relised that there was 2 order confirmations so I looked up when auto shack opened factoring in est time and called approx 10 minutes after opening to cancel the second order to only be told that it had already shipped , I called ups approx 2 hours later and no in fact it had not shipped so after going back and forth a few times with you're employees they said there wasn't anything they could do
  So here's the odd thing the so called order they couldn't stop showed up in 2 days but with 1 piece missing and the first order came after about 7 business days so something tells me they rushed that order out the door I tried to cancel so now I'm furious and I call to at least get a shipping label to send it back but nope couldn't do that either so now I'm stuck not even getting a full refund on my items (seems they take a restocking fee) and paid $130 to ship it back . Being a long time customer I'm very disappointed snd I have referred you're site to many of my mechanics friends but at this point I'm not looking to order anything anymore

  Business Response

  Date: 19/06/2023

  Customer has been sent Pre-paid shipping labels to return duplicate order for refund.

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: 20150426
  
  
  
  I am rejecting this response because:

  The shipment has been sent back already as they said they would not send me a pre paid label so I sent them back via ****** **** on my own dime , the fact that they are trying to send me labels now is an insult because they know the package has been returned already if they would check their systems 
  
  
  
  Sincerely,
  
  **** ****
  
  

• Initial Complaint

  Date:30/05/2023

  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 axels and was sent the wrong front axels in the set for my 4 wheeler. When I contacted auto shack I was told it would take 1 to 2 days for and investigation after 8 days no response. I called them and was told they needed more time at first. Here I am still without my 4 wheeler. And now am being told they are sending me an rma and once they get the parts they will start the refunding process so now I am still left with a broken wheeler and have to wait on the refund to get more parts so I will now be at a loss for over a month due to their negligence I. Sending me the wrong parts.

  Business Response

  Date: 12/06/2023

  Good day, 

  We have reviewed your complaint and refunded your order this morning June 12th. We apologize for the delay in resolving your issue and have used it as a training opportunity to better improve our customer service experience. 

  Thank you for your patience during this investigation. 

   

  AutoShack 

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: 20120656
  
  
  
  I am rejecting this response because:
  They had said they sent me out a refund that I still have not received, but now I have been without my 4 wheeler that is used daily for my work for almost a month. Witch I feel is unacceptable.  The correct parts should have been shipped to me and for that matter i even sent them pictures of the parts as well as the parts on my wheeler to make sure they were correct.
  
  Sincerely,
  
  
  
  ***** ***********

  Business Response

  Date: 16/06/2023

  Refund was issued to customers visa on June 12th 2023.  See Attached, 

  If customer has live transaction view on his visa he'll see it on his account. Otherwise, refund will appear on his next statement. 

• Initial Complaint

  Date:23/05/2023

  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.

  So I ordered a part online I bought it on a Saturday I didn't pay for expedited shipping I got it that following Thursday it was the wrong part so I had to send it back to him I had to pay return shipping which cost me an extra $30 and had to reorder the part through their website again except this time I decided to pay for expedited shipping I spent another $20 $30 on expedited shipping to try to hurry up and get the part faster I bought this one on a Friday which was a day earlier than the last one I bought and I'm going to receive it just one day earlier which will be on a Wednesday then last week so what am I paying $30 for shipping for if it's only going to help one day and I asked him to refund my money on just the shipping is all I was wanting and they won't do that they act like they could care less about a customer

  Business Response

  Date: 24/05/2023

  Cost of Customers Express shipping has been refunded. 

  Customer Answer

  Date: 24/05/2023

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20096020, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:20/04/2023

  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 ordered/bought BRKPK367 Brake Rotors from AutoShack for my 2020 Ford Fusion Titanium. When my vehicle came in for service on the brakes, the mechanic found that these Rotors weren’t the proper part for my vehicle. At which time I had to purchase the proper Brake Rotors at my retail auto parts store. When I contacted AutoShack with the fact that these parts weren’t proper for my vehicle, they informed me in no uncertain terms that the “would not give me a refund or credit” at all. I believe AutoShack is in the practice of selling any auto parts to the public, with no intention of refunding or crediting their funds for what ever reason. Also their offshore customers service is unbelievably rude and degrading to AutoShack’s customers. Not only the customer service department representatives but especially their supervisors and managers. All I wanted was for AutoShack to make this issue right…

  Business Response

  Date: 21/04/2023

  Hi, 

  we reviewed your call and can confirm you were belgerant and ignorrant to our support staff. 

  You ordered parts without confirming fitment details. We've instructed our staff to send you return instructions this morning. Per AutoShack's policy as this was your mistake the return shipping cost will be at your expense. 

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

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: 19962207
  
  
  
  I am rejecting this response because: 

  I was only “belgerant and ignorrant to our support staff” after your off shore customer service department was Incredibly Rude, Disrespectful and Degrading towards me.  What was I supposed to do, just let it go, as your company would have liked for me to have done?  There by securing, AutoShack not having to refund anyones funds.  Which in my opinion, is the sole intention of this company…
  
  I DID “confirming fitment details” by ordering the exact parts for my vehicle down to the engine size.  I can’t help it, if this company AutoShack sent the wrong part (non fitment) for my vehicle.  And now does not want to refund me for these fraudulently sent parts, with out me paying for the return shipping, by the way these parts weigh close to maybe 80+ pounds, of course they don’t want to pay the shipping…

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