Complaints

This profile includes complaints for Auto Part Ocean's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Part Ocean

  225 Cedar Hill St Ste 200 Marlborough, MA 01752-5900

  
• 

  Auto Part Ocean

  287 Grove St Worcester, MA 01605-3905

• 

  Auto Part Ocean

  197 Boston Post Rd W Ste M Marlborough, MA 01752-1938

  

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:01/14/2025

  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.

  We ordered a transmission from Auto Parts Ocean and paid $4,601. with the promise that $700. would be refunded when we returned the core. We picked up the transmission at the *** facility in *******, ** on October 29, 2024. The shipment came from Leveilles Auto Recycling, Auto Parts Ocean. The transmission was installed and we took the core back to *** and returned to the address it was shipped from on November 21, 2024. We have the Bill of Lading and tracking number 319-475041. I checked the tracking about a week later and saw there was a problem. When I called ************* I was told that It was refused. I called and talked to ******* ******** and was told that the company that shipped the transmission and received the transmission core is in fact the company we purchased from, just a different location. I gave him the tracking number and he said he would check on it. After not hearing anything, I tracked the shipment again and saw it was delivered to the *** facility in ********, ** on Dec.5 @11:30AM. I e-mailed ******* and gave him this information because he said they hadn't received the core. He then said he doesn't understand how it ended up where it did. I have Sent him all the documents by e-mail and explained what happened several times. I told him the name of the person, ( **** ) who refuse the shipment at Leveilles Auto Recycling Ocean Auto Parts. The last communication I have received was on December 17, 2024. When I call I get a recording saying no-one is available, I leave message but no call is returned. When I e-mail he will not respond. I have all documents and e-mails and will be happy to share if needed.I feel since we cannot contact anyone, that we have been dealing with an unreliable company and have been scammed out of $700.00 that we cannot afford to lose.

  

  Business Response

  Date: 01/14/2025

  Dear *****,
  Thank you for your detailed feedback. We apologize for the inconvenience you have experienced and appreciate the opportunity to address your concerns.
  
  Order Fulfillment and Shipping: You placed an order with us. We acknowledge that you filled out the order authorization form and provided consent for this payment. The process for handling and shipping the transmission involves several steps, including testing, cleaning, palletizing, and arranging freight. This typically takes 7-12 business days.
  
  Order Issue: Our team communicated that to start the return process but you yourself send the part without generating the *** Number hence we do not have any information of your core and also we tried to connect with XPO but they said the reverse shipping was not paid by you hence our counterpart refused to receive the part as you did not pay for the reverse shipping. 

  Please feel free to reach out to me directly at ****************************** if you have further questions or need additional assistance.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/10/2025

  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.

  Bought 12-11-2024 received product on 1-3-2025. Was supposed to be delivered within 10 days its been over 3 weeks. No one contacted me and I spent days trying to find out where my product was. I had to go a different way for time wise. I wanted to send back and they said they would take back at no charge to me if I would sign a paper that said I received the product. I said I would not because I was unsatisfied the manager said he could not return until I signed so I did and know I havent received anything back or call nothing

  

  Business Response

  Date: 01/10/2025

  Dear ****,
  Thank you for your detailed feedback. We apologize for the inconvenience you have experienced and appreciate the opportunity to address your concerns.
  
  Order Fulfillment and Shipping: You placed an order on 11-Dec-2024. We acknowledge that you filled out the order authorization form and provided consent for this payment. The process for handling and shipping the engine involves several steps, including testing, cleaning, palletizing, and arranging freight. This typically takes 7-12 business days based on the weather conditions and trucking company availability to deliver the part at your area. We do not own the trucking company hence we do not commit the transit issues. 
  
  Conclusion: We understand how this situation has been frustrating and we regret any inconvenience caused. If we had not intended to resolve this issue, we would not have engaged in ongoing communication with you.
  
  Please feel free to reach out to me directly at ****************************** if you have further questions or need additional assistance.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:10/24/2024

  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.

  On 9/11/2004, I purchased a 3.5L engine for a 2001 ********** Montero with 93k miles for $1,890.00. On 9/13/2924, the engine was delivered at Backs Automotive. On 9/30/2024, Backs Automotive finished the engine installation for $2,878.86. Backs Automotive also informed me, on that same day, that the installed engine would not start due to low compression in which only 1 out of 6 cylinders had a proper psi reading. I informed Auto Parts Ocean, on 9/30/2024, that the engine would not start because of a low compression issue, asked for a refund, and was denied. They told me that labor costs were not covered under the warranty, even though the engine was essentially dead.Note: Nationwide warranty. All parts come under A Grade condition tested - inspected and ready to go. OEM (Original equipment manufacturer) parts which have been tested already by our A+ certified mechanics. Mr ***** my attorney, wrote:Mr. ****** informed our office that he purchased an engine from your company solely based on your written assurance that the engines were A Grade condition tested. Shockingly, the engine that you delivered to Mr. ****** was clearly not A Grade. There is evidence of fraud, deceptive business practices and false advertising. Your contract limitation of no labor costs should not be enforceable as you failed to comply with your own written terms.

  

  Business Response

  Date: 10/24/2024

  Dear Mr. ******* we have asked you to share the diagnostic report from the certified mechanic along with the pictures & video to verify your claim. 

  However we didn't received anything to verify the claim from your end, as far as the concern regarding the part we always provide the warranty to all our customers but we as a business have to verify the claims. 

  We cannot just take any claims and approve it without verifying it because it cost our labor, shipping and inspection cost. 

  If you are unable to provide any valid document to support your claim, we cannot refund you or provide you any replacement. 

   

   

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 10/28/2024

  Dear *** ******, 

  Greetings...!

  We have mentioned the below terms and conditions on the order confirmation form and order confirmation email as well, kindly provide the documents as per the warranty terms. 

   

  We wanted to take this opportunity to remind you of the terms & conditions that are associated with the part.
  
  In Order for your warranty to be valid for the Engine, you must complete the following steps before/during installation:

  Drain and replace engine oil to manufacturer suggested levels.
  Replace Oil, air and fuel filters.
  Replace valve cover & gaskets.
  Replace oil pan gasket & rear main seal
  If needed, replace timing gears, chains, or belts & gaskets.
  Replace thermostat & gaskets
  Flush cooling system and refill the proper level.
  Install new spark plugs & wires.
  Install new belts and hoses.

  Failure to provide proof any of these steps were not taken will void the warranty
  
  Warranty is void if:

  The Engine was not properly installed by the mechanic or workshop.
  The Engine was used for racing.
  The vehicles modified in any way outside manufacturers specifications.
  The Engine was used without proper lubrication or cooling regardless of the reason.
  Any tune *** and adjustments in belts, hoses, filters, emission-control devices, sparkplugs.

  The following parts must be swapped from your old original engine before installation for a better performance of the part:

  A/C Compressor
  Starters & Sensors
  Alternators
  Spark plugs
  Thermostat and Water pump
  Timing belt or chain and tensioner
  Front and rear seals and camshaft (s) seals
  Oil and Oil filter
  Water and oil sending units or pumps
  Gaskets (oil pan, intake, exhaust, valve cover and any other gasket that would be required as a regular maintenance)
  PC valve

  Order Cancellation Policy:

  All Deposits and Booking Amount are taken in "good faith" and are non-refundable under any circumstances.
  If any order is cancelled other than performance related issues then restocking fees of 30% will be applicable.
  If the order is cancelled after shipping, then restocking fees of 30% will be applicable along with the shipping charges.
  If the order is refused at the doorstep, then restocking fees of 30% will be applicable along with the shipping charges (to-and-fro).

  Warranty Claim Procedure:

  In order to activate the warranty, please provide the copy of the Driver's License or any State ID (Photo ID).
  We will require a detailed diagnostic report along with pictures of the described defective part from a Certified Mechanic only.
  A copy of the Mechanics certification along with their contact information must be provided. We will contact the Certified Mechanic to ensure that the documents are legitimate; the Certified Mechanic may not be the individual who bought the engine from us.
  Once required paperwork will be emailed to us, we will make a decision on whether we will provide a refund for the damaged engine/transmission to be returned for a replacement.
  Please note that the accessories aren't covered under warranty.
  Neither shipping charges nor labor are covered under warranty. You must return the defective engine/transmission complete with no parts missing.

  We kindly request you to adhere to these terms and conditions for a smooth experience with the part.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  According to my attorney, the written promise that the A+ engine was not in Excellent condition, and then turned out to be defective, nullified the written contract due to fraud. Also, my mechanic attests that the test conducted on the engine was sufficient to determine that low compression was the cause of the defective and damaged part. Auto Parts Ocean is trying to delay the refund process and is deliberately making excuses not to pay me. Fraud is the defining factor in this case.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/24/2024

  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.

  Wrong transmission delivered. Asking to return and be fully refunded. Kindly ***** *****

  

  Business Response

  Date: 09/25/2024

  Dear *****,
  Thank you for your detailed feedback. We apologize for the inconvenience you have experienced and appreciate the opportunity to address your concerns.
  

  Order Fulfillment and Shipping: You placed an order on 29-Aug-2024. We acknowledge that you filled out the order authorization form and provided consent for this payment. The process for handling and shipping the transmission involves several steps, including testing, cleaning, palletizing, and arranging freight. This typically takes 7-12 business days.
  

  Order Issue: When you called on Sep 15 2024 to update about the order that the transmission was was not compatible. Our team communicated that to start the return process we need the diagnosyic report and the side by side pictures to check what exactly the issue with the part. However we still didn't recieve the diagnostic report from a certified mechanic or a workshop to verify your claim. 

  Conclusion: We understand how this situation has been frustrating and we regret any inconvenience caused. If we had not intended to resolve this issue, we would not have engaged in ongoing communication with you. Rest assured, we are committed to finalizing your return and will keep you updated on its progress once we get the asked information.
  

  Please feel free to reach out to me directly at ************ if you have further questions or need additional assistance.
  

  Thank you for your patience and understanding.