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Business Profile

Truck Parts

My Truck Point

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Truck Parts.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:02/01/2025

    Type:Sales and Advertising 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 Dec 17th I made 2 online purchase for struts that were advertised as pair on the website. Order #******* *** ********. The following morning (Dec 18th @ 2:54pm)a received a call from the vendor and spoke with ***. He advised me that the 2nd order should be cancelled as the units come in pairs and not sold individually and I would not be charged for the 2nd order since it has not been shipped(mtp7800) but I would receive the original order(pair) of struts by Monday Dec 20th in time as it was a gift for the holidays.
    On Mon dec 20th when I received the package I only received 1 strut. I sent an email to the vendor that evening stating I was unhappy and either the 2nd unit was lost in shipping or wasnt shipped out as a miscommunication and requested someone to contact me via phone or email asap. I made attempts to call during business hours on the 23rd and the 24th leaving messages for management to acknowledge me.
    Dec 26th 9:51am *** sent me an email to state that the website had incorrectly advertised the product and he should not have assured me to receive 2 struts, and that the website has since been corrected. The resolution was to return/refund or a $*** discount to purchase the 2nd strut.
    I sent a response email at 10:16am that I did not agree with the provided solutions especially as *** assured me on the call that the product is sold in pairs and needed to cancel the 2nd order and the discount should be half price.
    I proceeded to try to call later that day at 4:07pm and spoke with *** and expressed that i was not happy with the offer of solutions and at a minimum should be half price to me and the vendor for the false advertising and i was advised that the vendor should honour the original ad since i did provide proof of the ad on the site. *** said that he would talk to his manager and let him know my point of view and I should hear from him again by end of the day on Dec 29th.
    I have not heard anything since,emailed on Dec 30th 12:18am Id report to BBB.

    Business Response

    Date: 28/01/2025

    At our company, we uphold our policies and will not tolerate bullying behavior from customers. The original purchase you made included an accurate listing with correct information. If there had been an issue with the listing, we would have promptly addressed it for you.
    While a human error in communication occurred, we offered you a $*** gesture of goodwill to resolve the matter. However, demanding parts for free goes beyond reasonable expectations and is not something we accommodate. This situation stems from an honest communication oversight, and we even extended a fair offer below our cost to make amends.
    There was no false advertising when you placed your order. Unfortunately, some customers misrepresent facts in an attempt to obtain free parts, which we cannot support. Additionally, we provided a return label to facilitate a full refund if you choose to return the product.
    Our policies are transparent, and by placing an order with us, you agreed to those terms, including our right to honor or decline offers as appropriate. We remain committed to fair and professional dealings with all customers.

    Customer Answer

    Date: 04/02/2025



    Complaint: ********



    I am rejecting this response because: spoke with *** directly and forwarded entire transaction details. They confirmed that the vendor had called to verify the part number is sold as individual or in a pair. I sent the screenshot of Mytruckpoint.ca original ad that states they incorrectly listed it as said in pairs. I provided all the emails between myself and mytruckpoint/***. 

    *** sent my a strut with 2 days no charge and apologised on behalf of the vendors incompetence to honour their original ad. Mytruckpoint.ca is claiming there was never an ad listing that stated sold as a pair despite being provided a screenshot when I caught their mistake to save themselves. 

    *** is a true stand up company and didn't hesitate to make me happy and support their brand. This is how mytruckpoint.ca should've easily responded and avoided the negative feedback or try to discredit the customer. 

    Sincerely,



    **** *****

My Truck Point is NOT a BBB Accredited Business.

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