Complaints

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:02/01/2023

  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.

  Dear BBB,
  
  Back in November 2022 I purchased a used engine for $3,050, which included an extra cost for a 1 year parts and labor warranty. I made this purchase online and arranged to have the engine sent to a San Antonio, TX repair shop named ****** **** * *******. The first engine delivered was not in working condition and so I was told that my warranty would be honored. My warranty was supposed to cover 50% of the labor to install the replacement engine. The replacement engine was sent, I paid my 50% of labor costs and now Neal Auto Parts decided after the fact that they were not going to cover their 50% of the labor costs, as promised.
  
  When I asked Neal Auto Parts why they were suddenly not going to fully honor my warranty, they said it was due to ****** **** * ******* allowing a nut or screw to fall into the engine. In addition, Neal Auto Parts claims that ***** **** * ******* did not cooperate with their requested engine testing process. However, Neal Auto Parts is unable to provide me with any valid evidence that the engine they sent actually worked.
  
  So at this point, I am stuck in the middle of the part seller and auto shop pointing their fingers at each other, at my cost and lost time. This has been going on for three months, I am worried about being able to retrieve my car. I could use really use some help with this situation. When deciding whether to have the original replaced or to simply get a refund, I received confirmation that the extra cost I was paying for a 1 year warranty would cover this replacement engine claim. After the fact, while they replaced the engine, they did not follow through with covering 50% of the labor cost.
  
  Please let me know if there is somebody that can help. ******* ********

  Business Response

  Date: 02/06/2023

  *******, we are certainly sorry you are having these issues. We have also been harmed by what has happened as well. When we were informed there was a problem with the engine we sold and shipped to your installation shop, we started working with them to diagnose the problem. Your shop diagnosed the problem  to be a blown head gasket. We asked them to run additional tests to help confirm their findings. They never replied to our requests. After working  with you and your shop with the limited information we were able to get from your installer, we made the decision to offer to send a replacement engine. We told you with the information we had from your installer we would also pay the  labor claim as per our warranty. After, receiving the engine back, we took it to a local automotive repair garage for inspection and to determine the cause of the failure. Their findings were totally different from what your installer had given us. The engine did not had a blown head gasket, but had a severely damaged  piston. Their findings found the damage to be caused by a foreign object being dropped into the engine. We reported this to you and told you that this was not a warrantable event. We did not ask you to pay for the replacement engine or the shipping cost we incurred in sending the replacement engine to you installer, but we can not pay a labor claim for a non-covered warranty event. I have attached the report given to us by the local garage of their findings. 

• Initial Complaint

  Date:10/05/2022

  Type:Delivery 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 order seat belts from **** but the seller is Neal Auto Parts inc. I received the wrong item and I tried calling them and was asked to provide my **** **** ****** information in order to receive a refund. I have tried reaching **** and no luck I called every number on the invoice and nothing. I was told I would receive a return label and nerved did. My husband made this purchase for me I did t understand why they are asking me for **** *** ** ******. I have not been able to reach anyone to properly help me

  Business Response

  Date: 10/11/2022

  ******, WE ARE SORRY TO HEAR YOU HAVE A PROBLEM, BUT WE ARE NOT THE CAUSE OF YOUR TROUBLES. WE WERE CONTACTED BY A COMPANY CALLED ******* ********* ON 9/12/22 TO PURCHASE A 2011 TUNDRA ANTI-LOCK BRAKE 

  UNIT. THEY PAID FOR THE PART AND ASKED US TO SHIP IT TO THEIR CUSTOMER (YOU). ******* ********* CONTACTED US ON 9/20/22 AND SAID THERE WAS A PROBLEM WITH THE PART AND WE REFUNDED THEM IN FULL. IT APPEARS WE 

  WERE BOTH VICTIMS OF THIS COMPANY. OUR SALESMAN **** CONTACTED YOU IN REGARDS TO THIS. YOU DID NOT BUY THE PART FROM OUR COMPANY.