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Business Profile

Wholesale Auto Parts

Parts Engine Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Auto Parts.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Parts Engine Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

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Parts Engine Canada has 2 locations, listed below.

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    Customer Complaints Summary

    • 115 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Answered
      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 intended to purchase a ***** product which they showed in a caption photo. I received the wrong product as they had an error on their site. They acknowledged the error initially, but then **** *** said ***** changed their packaging. I reached out to ***** to confirm and sent the evidence to Parts Engine. They are now unresponsive and will not accept returns under any conditions. ******* ***** ***** ********** ******* *** ******** ***** their website indicates that products can be returned* *** ** ******** **** ** ** ***** ******* ** ***** ******** *** *** *** ****** ****** **** ****** ***** ****** ** ******* *********** ********* ***** ** ********* ***** ******** ***** *** ******* *********** **** **** ****** ********

      Business Response

      Date: 11/11/2022

      Hi,

      A prepaid shipping label has been sent to the end user to have the item returned for a full refund, thank you for your patience and understanding. 

    • Initial Complaint

      Date:03/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      On October 19,2022 I placed an order from parts engine using their website. The order number was ******. At the time of my order the in stock quantity was well above 4 of each rim and tire I ordered. I placed my order for 4 of each tires and rims. After a few days I contacted parts engine via chat to inquire if my order was shipped. At this point I was advised the item was discontinued and would not be shipped. These items were rims and tires for a vehicle, and accessories to install them. The total cost of my order was approximately $1226.
      Upon calling parts engine, they advised the parts were in-fact discontinued and they could offer substitutions. An email was sent to me on the 25th of October advising they would offer substitutions which would make my $1226 order now approximately $4500. *** *********** *** ***** ******** **** **** ***** *** ***********

      Business Response

      Date: 04/11/2022

      Unfortunately, we do not have any more CLEARANCE products in the size the customer is looking for that would fit their truck. 
      We have quoted  some options in the same size, however, the product cost is higher as they are not discontinued product SKU/part numbers. 

      Generally, clearance products will go into a very low price as the warehouse/suppliers are trying to get rid of the inventory to free up space shelf space for new products and pricing is updated on the website as " CLEARANCE  - WHILE SUPPLIERS LAST ".

      All orders placed are fulfilled in consecutive orders, unfortunately, the CLEARANCE products sold out before their order could be processed with the warehouse. We do apologize that the CLEARANCE products you ordered have sold out and were most likely fulfilled to orders placed prior to the order coming through and being processed.

      We will go ahead and cancel and refund the whole order, as we cannot fulfill this order and do not want to hold onto funds when there are no options to quote you at the cost/price you are looking for. 

      Thank you for your patience and understanding. 

      Customer Answer

      Date: 04/11/2022



      Complaint: ********



      I am rejecting this response because:

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

      Upon my complaint to the better business bureau, parts engine has cancelled my order and refunded my money.

      I expect parts engine to sell me the products advertised or a close comparable to the original civil agreement we had made using their online store.  

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




      Sincerely,



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

      Business Response

      Date: 11/11/2022

      Hi,

      Unfortunately, we do not have any discontinuing CLEARANCE items in stock that would fit the vehicle. We see that a full refund has already been issued back to you as well, thank you for your patience and understanding.

      Customer Answer

      Date: 16/11/2022



      Complaint: ********



      I am rejecting this response because: they took 3 weeks to refund me, and only did so when I filed my complaint with the BBB.  **** ***** ********** ***** *** ****** ** ******** **** ** *** *** ****** ***** **** *** ***** **** ******* **** *** ** ******



      Sincerely,



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

    • Initial Complaint

      Date:03/11/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Item ordered from Parts Engine on Sept 2, 2022 for $197.15. Endless excuses later, I continue to receive the runaround, promised shipment dates, new promises, etc and no shipment ever gets made.

      ***** ****** *** **** **** ***** ** **** ******* *** *** **** *** ******* ** ***** *** **** *** ****** after numerous calls, they insist they do have the ability to fulfil this order, I want them to follow up and deliver.

      Business Response

      Date: 08/11/2022

      Hi,

      We see that there was a request to cancel and refund the order on 1 Nov 2022, we see that the refund has been issued Reference Number (ARN): *********************** as per your request. ****** *** *** ***** ******** *** **** ********** thank you for your patience and understanding.

      Customer Answer

      Date: 08/11/2022

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********.  The resolution is minimally satisfactory, though it still blows my mind that this business sells items that are supposed to be in stock and then can't source the items **** ***** ********* **** **** ******* **** ********.  * ******** ******** **** ** ** *** ****** ***** ** ** ********* ** ********



      Sincerely,



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

    • Initial Complaint

      Date:01/11/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Last June this company told me they will refund me 537.00 for a set of stepbars that had rust issue.They were supposed to send my money on my email adress * ******************* * I didn't received my money and they don't answer to emails.
      order ****** placed 31-03-2021

      Business Response

      Date: 02/11/2022

      Hi,

      The customer initiated a charge back through ******/credit-card and our accounting department did not issue a refund via e-transfer until the dispute is closed/resolved. We were not able to refund their original payment method directly as the order is over a year old and our payment system cannot "refund payment methods directly that are over 6-month old from the date of purchase".

      Due to the delay this has caused, we simply accepted the dispute**** ***** ******** ** **** ****** to not delay the refund process for them and the customer needs to check with their bank or ****** on the refund as they have initiated the chargeback/dispute for $537.70.

      Thank you for your patience and understanding.

       

       

    • Initial Complaint

      Date:07/10/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      On Nov 29, 2021 I ordered a pair of ******** 5160 shocks for my truck. They informed me the parts were on backorder. After waiting for 7 months I tried to cancel the order. No reply for 3 days, and when they did reply, they informed me the parts had been shipped. On July 7, I filed a claim because *** showed the items were delivered, yet I did not receive anything, despite their website stating I would need to sign for the items. I have been continuously trying to get any resolution with a refund to my credit card for almost 3 months now, and they still continue to push it off, claiming they are waiting for a refund from the manufacturer in order to issue my refund. I'm not sure why they need a refund from the manufacturer to issue my refund, but a claim should NOT take 3+ months and still not be resolved. It is nearly impossible to get a hold of anyone there for any kind of resolution. They take days to reply to any email.

      Business Response

      Date: 20/10/2022

      Hi,

      Thank you for your patience, the courier has completed their claim and we have issued a full refund on the order. However, they have still not issued credit, we will be following up on this on our end.

      We do sincerely apologize for the delay and inconvenience, claims can be lengthy and tedious with courier companies due to the continuous follow-ups and paperwork we have to submit on our end which was complicated and dragged on this process as they were very determined that this product was delivered to the correct address and signed for by the end user. 

      Thank you for your patience and understanding. 

    Parts Engine Canada is NOT a BBB Accredited Business.

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