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Business Profile

Wholesale Auto Parts

Dorman Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Auto Parts.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:03/11/2024

    Type:Service or Repair 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.
    Product says it has a lifetime warranty on company site and third party seller site. Product failed after 11 months. Third party claims only Dorman can honor waranty and Dorman claims only third party can honor warranty for their products. Neither will honor claimed lifetime warranty.

    Business Response

    Date: 04/02/2024

    The part number purchased is not listed on the claim to validate coverage of the vehicle application.  The warranty procedure is handled through the place of purchase as noted on the photo ************ that was submitted with this claim.  The section highlighted refers to the place of purchase (seller, original point of purchase).

    any further questions, please feel free to direct them to Customer Service ************ or ***************************

  • Initial Complaint

    Date:09/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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 two new headlights off of ********** for my son's 2003 Toyota Highlander. It has been 2 months since they've been installed and both lights are already starting to leak and there is condensation in them. As the return window is closed after 30 days with Amazon, I'm out of the money for these lights. This is absolutely absurd. The original lights lasted nearly 20 years. I believe these should be warranted as lasting less than two months is absolutely ridiculous.

  • Initial Complaint

    Date:08/09/2023

    Type:Service or Repair 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.
    June 15, 2023 I purchased a Dorman 926-149 which is a transmission lead conductor, from Amazon. I had researched this no less than 3 times using the product fitment guide on the website, frankly because it's a lot of money to me and I didn't want any unnecessary downtime for my truck. This part was shown to be an exact fit and was $125.99 + tax & shipping and was verified at least 3 times as I mentioned earlier by their vehicle fitment guide, so I ordered it. I received it, took it to my transmission guy who has been in the business for over 30 years, and he puts it in only to find out it wont communicate with my truck, so now I know I'm in a bind!! I try to get a hold of Amazon first, they finally told me to get a hold of Dorman because Dorman maintains the website, so I contacted Dorman and let them know everything, they send me the information for a labor claim, which is when they will pay for the labor and materials that are due to a fault of the company, now mind you they don't pay actual labor rate unless it's $65/hour but according to Dorman Products this part doesn't fit my truck so they can't do a labor claim, so I sent them yet another screen shot from minutes after I read their refusal email showing them that this part number still shows up as an exact fit for my truck! Because they didn't maintain their website correctly it cost me roughly $700 in extra labor and materials plus I was without transportation for over a week! These figures didn't reflect the extra roughly $1900.00 it cost me because I had to replace hard parts since the Dorman part didn't work. I feel this is very poor business practices for a company that has a net worth of $2.8 billion, it's a bait and switch actually. I really should be able to recoup my losses due to they neglected to update their website properly! But at least they should have to update that information, and somebody needs to check to make sure it's done correctly!

    Business Response

    Date: 08/21/2023

    Thank you for your inquiry and for contacting Dorman about a complaint made by *** ***** ******* regarding an on-line purchase from Amazon of a Dorman Transmission Conductor Plate (Dorman Part #926-149).

    We understand that the purchase was for *** ********* 2010 Ford F150. The part description on Amazon is labeled "Dorman 926-149 Transmission Conductor Plate Compatible with Select Ford/Lincoln Models." As indicated in the product name, this part is for use on "select" Ford/Lincoln models. Moreover, Amazon's website includes an "Amazon Confirmed Fit" feature where purchasers can select the year, make and model of their vehicle to confirm if the vehicle part they are researching for purchase fits the application on their vehicles. Included with this response is a screenshot from Amazon's website showing that the part in question does not meet the application requirements for *** ********* vehicle.  It should also be noted that the same response is obtained when using a similar tool on Dorman's website. In researching *** ********* complaint, Dorman notes that it has not been provided any screenshots or other evidence indicating that either the Amazon or Dorman website yields a different outcome. 

    Accordingly, absent any information to the contrary, Dorman noted that *** ******* received a refund through Amazon for his product purchase, and Dorman denied *** ********* request for additional compensation. If *** ******* has any other information (e.g., a screenshot, printout, etc.) depicting either the Amazon or Dorman website incorrectly identifying the part in question as a fit for *** ********* vehicle, Dorman requests that it be provided so that it can be reviewed and *** ********* claim can be reassessed.

    Thank you for your time and consideration.

    Customer Answer

    Date: 08/22/2023



    Complaint: ********



    I am rejecting this response because: 1) Dorman Products knew within the first 5 minutes of my first phone conversation ( this time because I've worked with them many times in the past through a previous employer) that this part didn't fit my truck and I was calling about a labor claim! Yet it wasn't until they  (Dorman Products) had emailed back and forth several times over a period of days, received my repair bill, and all the finalized paperwork ( because the process of getting other parts took time and I was without a vehicle for a while) that Dorman then decided that even though I had beyond any doubt had proven that you could still find this part listed as a correct part for my truck ( even on July 25(?) I believe it was when I took the screenshot of it popping up as a direct fit, I can say that it doesn't pop up as a direct fit today so they know they has a problem yet refuse to resolve the problem, expenses it caused me. Real classy Dorman Products!!! 

    BTW please help me attach my email to this so the world can see the communication I had between myself and your team. BBB  Team please help me attach my email correspondence....



    Sincerely,



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

Dorman Products is NOT a BBB Accredited Business.

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