Complaints

This profile includes complaints for Parts Geek LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parts Geek LLC

  Doylestown, PA 18902-6612

  
• 

  Parts Geek LLC

  1 Oxford Valley Ste 850 Langhorne, PA 19047-3318

  
• 

  Parts Geek LLC

  3900 Mechanicsville Rd Bldg 7 Suite 213 Doylestown, PA 18902-1669

  

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:03/18/2025

  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.

  I believe my purchase was made on 3-1-25. I got an email from **** stating it was mailed & I would get it by 3-7-25. I have watched the tracking & checked after it didnt arrive on the 7th. I then proceeded to call parts geek & to chat with them only to sit for very LONG periods (hours) with no one answering. I waited a few more days &checked tracking again & tried their chat early AM to finally get someone & asked them WHY my package was traveling all over and never coming to me. They said they could not put in a service request to check on it because it was still moving & it was in the desired delivery time even though it said I was supposed to get it on the 3-7-25 and we were way past that. I told them I could not wait any longer as I had a truck that needed fixing & I no longer wanted the part & wanted a refund. They told me they couldn't do that either. I told them well obviously I wasn't going to receive my part so I shouldnt have to pay for ****** dont want it at this point as I need to fix my truck NOW. **************************************************************************************************************************** the mail. That is not my fault nor issue. If they dont want that issue they shouldnt send it ***** use a quicker service like *** or *****. My tracking : how many places it has been to and repeated to, which is ridiculous!! Especially since it didnt go out till the 4th, 3 days AFTER I ordered it. Moving Through Network now ******** ** NORTHWEST ********* NY DISTRIBUTION CENTER *******, ** ***** ******** NY DISTRIBUTION CENTER NORTHWEST ********* NY DISTRIBUTION CENTER **********, ** ***** ******** NY DISTRIBUTION CENTER ********* NY DISTRIBUTION CENTER ******* NY DISTRIBUTION CENTER ********* ** DISTRIBUTION CENTER ********* PA DISTRIBUTION CENTER Accepted at **** Origin Facility **********, ** ***** March 4, 2025, 11:18 pm

  

  Business Response

  Date: 03/27/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 3/1/25, Mr. ******* placed an order for SKU: APHB1429 - 2011 ****** Tacoma Wheel Hub Assembly (Autopart Premium), this was shipped via ***** ********************** on 3/4/25, however, due to unforeseen issues on the carrier's side, the package was delayed and only arrived on 3/19/25.
  Should Mr. ******* wish to send the part back, we can accept it back once they follow the return instructions that we sent them through email.
  Once this is received, we will refund him within 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/18/2025

  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.

  I ordered 2 front wheel hubs for my 2012 range rover sport, this company sent me an incorrect part. I paid a mechanic to install the parts and once he installed the passenger side wheel hub he started on the other side and realize Parts geek sent me the wrong product. I spoke with 2 associates that they can not refund me the wrong part that they sent me because I installed the other part. They insist for me to take my hard earned money as a loss instead of just allowing me to send them the wrong part and they send me the right wheel hub. Once I made a statement that I will file a complaint they suggest that I pay for the mechanic to take out the part and send back both as a package. it cost me $300 for me to install part now it will cost me a additional $600 to take it apart and re install when all they have to do is send me the correct part that I paid for and I wouldn't have to pay the mechanic anymore money because I already paid them the $300 for the job.

  

  Business Response

  Date: 03/24/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 3/11/25, Mr. ***** made a purchase for multiple parts including the part in question which is SKU: NT515067-2 - 2012 Land Rover Range Rover Sport Wheel Hub Assembly Set (Drivebolt)
  However, they reported on 3/18/25 that a portion of the said kit is incorrect and the other half was installed.
  Our team explained that unfortunately, in cases such as this one, we would need the entire kit to be sent back in order for a refund to be issued.
  An RMA Number was issued on the same day so it can be sent back to us and once this is received, we will refund within 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/18/2025

  Type:Product 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.

  February ******* I returned an automotive part, have been attempting several times to get my refund, they say it was refunded, it was never returned to my account, also the bank states was never credited to my account, ********************** says they have a reference number, my bank cannot access the number that was given. P7s7qxdj

  

  Business Response

  Date: 03/20/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  We have received the complaint filed by Mr. ****** in associated with Order Number: ************ which was placed on 10/10/24.
  Our team was able to review the relevant details regarding the refund and confirmed that on 2/19/24, the refund was issued on our end and has been credited back to their financial institution with Reference Number: p7s7qxdj.
  Once a refund has been released on our end, we no longer have control over this as it will be with their financial institution and we recommend that Mr. ****** further coordinate with them with the reference number provided.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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 have tried to return parts but no one answer my calls . They put you on hold or say they will call you back and never do. They sent 3 times the parts I ordered and I can't get anyone to resolve issue. This comp as my is a scam and I will never do business with them again. Cane you please help me resolve issues. Thank you

  

  Business Response

  Date: 03/18/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  We have reviewed Mr. ******** orders, and we see multiple orders from February, unfortunately, their complaint didn't include any order or part information which prevents us from identifying what needs to be returned.
  We ask that Mr. ****** reach us out at our hotline at **************, or open a return through our **************** Page, or through our Chat Support by going to ****************************** so we can further assist them.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/14/2025

  Type:Product 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 2/26/25 via chat asked question about purchasing Power Steering Pump. I was assisted with finding the correct part. I asked questions about the warranty and shipping cost for return core, I was told in specifics about the warranty being for a year and options to select more years.I was told after purchase any *** can assist with the return. I was under the impression return shipping was free based on the way the *** answered the question. Now being told I am responsible for the cost of the return and should have read the policy. Why read the policy when I am speaking to a live ***

  

  Business Response

  Date: 03/20/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  We have reviewed Ms. ******* complaint and regarding their concern about the core return, our policy states that the customer is responsible for shipping the core back to our warehouse for refund.
  Kindly refer to our Return Policy which can be found on our website at the ****************** section of the page which states, Shipping Instructions:
  Customers are responsible for the cost of return shipping unless otherwise stated. (Located under the Core Return Guidelines)
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  1. Ordered front RIGHT window motor, but received LEFT window motor. PartsGeek's own description of the part number WL42067 states that the motor is for either RIGHT or left side, but this motor fits only left side. It is clear that Parts Geek erroneously things that WL42067 motor fits both sides. This is wrong.2. What is worse is that there is no customer support. I tried to call, and recorded the telephone conversation. The person there emailed me a web link to file a return, but the web link erroneously rejected my complaint and the web link decided that I "received correct part". There is no way to complain about incorrectly received parts: no email, no web link is given. When I tried to call again, their system rejects my calls: it has elevator music playing in a loop 24 hours per day, and when I leave a message, my calls never get returned.

  

  Business Response

  Date: 03/20/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  We have reviewed Mr. ********* complaint and went through the order in question which is ************, we were able to identify that the *** they purchased had an error on our listing which is now in the process of being corrected.
  A full refund has been issued today to Mr. ********* order and should reflect within 2-4 business days on their original payment method and as for Mr. ********* complaint about not being able to speak with our team over the phone, this might be due to the queue of calls at that time as there might be certain times in the day that the calls waiting may increase.
  Nonetheless, this is not the experience we want our customer's to experience and rest assured we have forwarded the relevant feedback to our internal teams to look into this issue an put in place measures to ensure that we can be reached in a timely manner.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 03/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23064440
  
  I am rejecting this response because:

  1.  Did NOT issue a full refund.
  2. issued PARTIAL refund.
  ***** Depeche
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/31/2025

  
  We're sorry to hear that Mr. **** does not agree with the explanation we provided regarding the particular issue they reported through BBB.
  
  A correction has been made to the refund that was issued due to a restocking fee being incorrectly billed along with the refund.
  
  They will receive a $5 refund within 2-4 business days.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  3-7-25 I ordered car parts from them the first shipment my control arm with ball joint came packaged loose and the ball joint ripped through the box and exposed. the next package came and one of the tie rods was broken, so after this, I didnt want to use any of the parts they sent, it will cost about 1000 bucks to put these parts in i can ill afford to have to do this again because of their lack of care in handling their products. They also have a real vague return policy that is meant to make it harder to get a return, such as it states that return shipping will be on the customer unless due to our error, and it says to fill out form for return, when i asked them to refund my shipping for the parts, they now claim that i actually had to call them first to get a return shipping label, which is stated nowhere on their site. they are also refusing to refund me my initial shipping costs and are keeping a 15 % restock fee. I find this predatory and i would hope you investigate ive included a few pictures one of the fed ex delivery they took when they delivered, you can see the shape of the top box that had control arm in it, the picture of the broken tie rod and the nonsensical return policy on their site

  

  Business Response

  Date: 03/19/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/28/25, Mr. ******* place an order for SKU: 45A0678 (2 Qty) and 45A2053 (2 Qty) - 2009 Chevrolet Impala Tie ********* AC Delco.
  A return was then opened by Mr. ******* on our website without the assistance of our associates to return the part they received for refund and an RMA Number was issued on the same day, however, our **************** Team was not notified of this which is why no Return Label was issued and it was sent back by Mr. ******* using their preferred carrier.
  As stated on our website, Damaged or Defective Items:
  If you receive a damaged or defective item, please contact our customer service team within 7 days of receipt. We will arrange for a replacement or refund and provide instructions for returning the defective item.
  Another order under ************, was returned by mr. ******* under "No longer needed" which doesn't qualify for a return label which is why they were billed a Restocking Fee.
  Once all parts are received, a refund will be issued within 7 to 10 business days as stated on our website.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.
  

  Customer Answer

  Date: 03/24/2025

  They use run around tactics to avoid you complaining correctly had there been someplace to tell you to call them first instead of filing a return through automated processes and an option other than "not needed" maybe there wouldnt be this problem.

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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 part shipped, 30 day policy does not take in the idea , honest situation thstva primed car part must be painted to match existing car paint color. Part odered in December , too cold to paint. When warmer weather came , part was determined to be the wrong part at that time. I asked justifiable for credit , so I could get correct part. Parts geek just referred to their Policy. No help given Supervisor ****** ******** , not able to help. Lots of apologies, NO customer service here at ********************** worth the title of Customer service.Called ***************** a 1 hour plus wait with no promised call back that day. For BBB to rate this business am A+ is an mystery to me.

  

  Business Response

  Date: 03/18/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 12/3/24, Mr. ********** placed an order for SKU: ******* - 2016 ******* Elantra Mirror, but reached out to us on 3/13/25 to report that they received an incorrect part.
  For part returns, Parts Geek guarantees any type of returns within 30 days from the delivery date, however, in Mr. ************ case, this was reported to us 94 days after the delivery date of the part.
  Unfortunately, due to the time frame that elapsed, we no longer have the capability to accept the part back.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 03/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23060960
  
  I am rejecting this response because:
  As explained in the BBB complaint and explained to 2 people at Parts geek. Including a " manager" .

  The opportunity to paint this car part which is required as the paint on the car part is a primer black ,The weather, had to become  warmer during the interval of 94 days I had this car part. I was actually not painting , but someone I know. I didn't check the fut of the car part because I EXPECTED accuracy from Parts Geek.

  The idea of a return policy is not that there can not be rare exceptions,  but that the policy acts as a guideline.  In fact, my circumstances required an exception. One could not be afforded to me because of Parts geek business model. That business model is as a third party entity. There are multiple warehouses supplying the car parts and shipping these to customers for ********************** with ********************** acting as an online middle man. This business model prevents rare exceptions to the restrictive policy Parts geek has. 

  Further, and finally, a company that is handcuffed by their business partnership,  ie. So the parts warehouses are then in control of the distribution accuracy,  not Parts geek. So any mistakes made by these warehouses shine negatively  upon Parts geek. And as a customer that tells me and should inform others to look elsewhere where customer satisfaction can be not just promised  but expected.

  Regards

   ***** **********

  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/31/2025

  We're sorry to hear that Mr. **** does not agree with the explanation we provided regarding the particular issue they reported through BBB.
  
  Unfortunately, as mentioned in our previous response, due to how long the order is from the time the request to return the part back was raised, we can no longer accept the parts back.
  
  The 30-day return policy is standard in the automotive industry and is observed by all our customer's across all orders fulfilled by **********************.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 04/10/2025

  I was unable to access the previous communication from BBB.

  This last email I was able to access, and stating that the matter is resolved or closed. 

  If you can send the " previously sent" communication again I can view the message.

  Suffice to dsy I am not pleased with Psrts geeks initial explanation and it's strict policy as I previously wrote. Their policy has to to with their business model  acting as a third party distributor. 

  It's poor and customers should avoid this type of internet agency WHEN their return policies are as restrictive as they are. Very bad  business.  I stand by my complete. 

• Initial Complaint

  Date:03/11/2025

  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.

  3/24/2024 I purchased a radiator. By March of 2025 the same radiator needed to be replaced. Under the parts warranty, I was able to receive a second radiator, but had to pay the cost of the shipping and the part. This means that I paid twice, but would be refunded once, the part was returned. It was later revealed that I was responsible for return shipping. The cost to return the item was the same amount of the part itself. I called to request a return label and was told "NO, that's not something we do". This was not something that parts geek was upfront about when I called for authorization to return. If I have a warranty this should be covered. I should not have to pay for a replacement item or the return shipping if there is a warranty. This is not only deceptive in practice, but also disappointing considering the many items that I have purchased from the company. They display " buy with confidence" on the website, but is that accurate if a year later the same part is needing replacement and the customer forced to lose money? That does not display an ounce of confidence. The customer has now spent 3x the cost of the part in ordering twice and having to return. This does not include the cost of labor for two repairs. I understand they are not responsible for cost of repairs, but the cost of the part and shipping under warranty is under their control. Indicating that a customer has a warranty but neglecting to indicate that they will be paying 3x the cost is very deceptive and misleading.

  

  Business Response

  Date: 03/11/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 3/4/25, Mr. ******* placed an order for SKU: APRAD372 - 2009 Acura MDX Radiator (Autopart Premium) which was reported to be defective and was offered by our team to purchase a new one so when it arrived, the defective one can be returned and a refund will be issued.
  A new order was placed and a return was submitted, but was not provided a return label.
  We'd like to extend our apologies for the inconvenience caused by the miscommunication of our policies and as of today, a return label was issued for them to be able to return the defective part back to us for refund.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased 2 shocks and if you look at picture of shocks that comes with Nut, washer, and bumpers. The only thing they set was shock and is telling me that it does not come with hardware. They are doing deceptive selling. This company is false advertising. This company should not be in business and should be fined.

  

  Business Response

  Date: 03/11/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/16/25, Mr. ******* placed an order for SKU: 24-185806 (Bilstein) - 1996 Jaguar XJ6 Shock Absorber (2 Qty.) which arrived without the hardware as reported to us on 3/9/25.
  Upon confirming with our warehouse, they mentioned that this was supposed to come with hardware, but due to possible manufacturer packaging the hardware was not included and they would need the parts to be returned back for a full refund.
  Unfortunately, per the warehouse the hardware itself is not sold separately and cannot be reshipped which is why we issued a return label so it can be shipped back to us in order for Mr. ******* to receive a full refund.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 03/13/2025

  This is not what the company told me. They said the hardware did not come with it even through the picture shows hardware. Not only that but the company wants me to pay for return shipping. This company should be fined for false advertise. They should also pay for shipping. This company is not reputable. 

  Customer Answer

  Date: 03/13/2025

  This is not what the company told me. They said the hardware did not come with it even through the picture shows hardware. Not only that but the company wants me to pay for return shipping. This company should be fined for false advertise. They should also pay for shipping. This company is not reputable.