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:09/15/2022

  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.

  I bought car body parts from Parts Geek LLC on 2/1/2022. The parts arrived and the box did not appear to be damaged so I did not open it. I replaced the body parts on the car on 8/19/2022. Upon trying to install the radiator support frame on the car, I realized the frame had arrived damaged and unusable. I contacted Parts Geek and was verbally told they would refund my money upon return of the part. They would email me a shipping label and instructions to return the part. I then received an email saying that they would not allow me to return the part or refund the money because it had not be done within 30 days of receipt. I am stuck with a broken part I that I received and no refund for the part. I would like to return the part and be refunded my money for the part. I would never buy another product from them and I would warn others not to do business with Parts Geek.Thank you for your attention to this matter.

  

  Business Response

  Date: 09/20/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 2/1, **************** placed an order with Parts Geek under Order Number: ***********.
  Due to the size of the item(s) they were shipped through freight and was successfully delivered after being inspected and accepted by *****************
  We were informed by **************** on 8/25 that the Radiator Support that they received was damaged only after 6 months from receiving it.
  As stated on our website, Oversized Item - Inspect all parts upon delivery. If an item is damaged refuse the item that is damaged and contact us.
  Unfortunately, due to the time frame that has already elapsed, we won't be able to file a claim with the carrier.
  If this has been reported within the 30 day period from when it was delivered, we would have been able to file a claim for the damaged part.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/05/2022

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/12/2022

  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.

  I ordered a 2 sets of door lock actuators for my car from this company on June 19, 2022..Due to medical issues these parts were not installed until September 12, 2022..The rear door lock actuators worked properly and I got them installed without issues, however the front passenger side door lock actuator is defective and in the locked position and unable to to release freely to allow the door to be locked and unlocked. I had already installed this and luckily it was in the locked position and the door would not shut. if it was in the unlocked position and would not operate correctly when I locked the door, I don't know what I would have done to get it to release. I reached out to this company and all they could tell me is that it was out of the 30 day return policy window. even though the part has a year warranty on it. They said there is nothing they could do about it since it was not installed within the 30 day window. I explained the reasoning of why it was not installed immediately was due to medical reasons and they still said because it was not installed within 30 days it could not be refunded or returned..IT IS STILL A DEFECTIVE PART THAT SHOULD STILL BE UNDER THE WARRANTY.. Order #**-********..I paid $ 109.95 for the set of front actuators

  

  Business Response

  Date: 09/19/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  We have set up a return for this part since it's still within our 1-year warranty period and also provided a one-time courtesy return label for *******************
  As stated on our website,
  What if my part fails? What type of warranty does my part have?
  Most of our parts (but not all) come with a one year warranty excluding wear and tear items.
  Once the part has been received by the warehouse, this will undergo inspection and processing before a refund can be issued which usually takes 3-5 business days.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/12/2022

  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.

  This order was placed on June 30, 2022. Order number 18-67898069. Part of this order was received and a return initiated via RMA with RMA notification confirmed on July 12, 2022. The other part of the order was attempted for delivery, but refused due to damaged appearance of packages on July 8, 2022. The damaged packages were received back at parts geek on July 14 per tracking number. When I had not received a refund within 30 days for the return or the damaged packages, I contacted customer service. They stated they also needed tracking number for packages shipped back and advised a charge back via credit card company if I could not find it. I began a charge back but they have disputed, even though the RMA shows as being received in their system. I will go through the extraordinary means necessary yo get the tracking number at this point, but this is wrong. They have basically refused to use their own return process (RMA) to track the package and now I have to prove it, even though they sent me a letter stating no further action necessary. Terrible return process. Terrible customer service.

  

  Business Response

  Date: 09/19/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 9/12, *** **** reached out to us stating that they have refused the delivery of the remaining packages from their order.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.
  As stated on our website, What happens if I refuse my order?
  If you refuse your order you must send us a support ticket as soon as possible to inform us that you refused your order. Refunds for refused orders usually take longer than normal. (Sometimes up to 1 to 3 weeks)
  However, upon further review, everything on their order has already been refunded and due to them filing a dispute with their financial institution, we had to wait for the decision of the dispute before we are allowed to issue a refund.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 09/29/2022

  [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: ********
  
  I am rejecting this response because:
  The company did not refund the amount within any of the time frames provided. The RMA was due to be refunded no later than July 19 per their own order and the rejected items would have been due no later than July 26. Their own customer service advised the dispute on July 27. They STILL owe me $20.89.  Absolutely terrible experience. 
  
  Regards,
  
  ***** ****
  

  

  Business Response

  Date: 10/31/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  The remaining $20.89 refund is due to the shipping costs that was paid when the order was placed ($14.40 total with taxes included) and the Shipping Insurance ($6.49).
  
  These items are non-refundable, but in good faith with the BBB and **. ***** we have issued a refund for these items.
  
  The refund has been sent in a form of a check and will be delivered within 10 business days to ********'s Billing  Address.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/10/2022

  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.

  Order Number: *********** received on August 14, 2022.Parts Ordered 2005 ********* ********* **** HD Bumper Bracket Price: $54.98 Qty: 1 Part #: ********* 2005 ********* ********* **** HD Bumper Bracket Price: $18.98 Qty: 1 Part #: ********** 2005 ********* ********* **** HD Bumper Filler Price: $15.98 Qty: 1 Part #: GM1089169C Sub Total: $89.94 Shipping: $38.95 Tax: $10.32 Total: $139.21 Received 3 boxes of parts. Each with one separate part. However, Part #: ********* consists of 4 parts (both inner & outer driver & passenger side bumper brackets). There was only 1 of 4 parts sent (passenger inner bracket). Thinking the other parts were still on there way (waiting for complete order to be filled), I installed all other parts on the truck. A few days later I had not received the items nor any info from the company stating parts were back ordered or anything. I contacted them to see what their plan was to get me the parts I paid for & paid for shipping but had not received. They told me that I would have to return the parts to receive a refund & then reorder what I needed. However, they said parts already installed could not be returned (had to be new in box for them to resale), nor would they receive partial orders (even though they only shipped me a partial order). They never offered to give me a return authorization for shipping or address, nothing. All I wanted was the 3 parts they failed to ship (and I only need the outside passenger part to be able to fully install my bumper since the other two brackets on the driver side are unharmed from the vehicle accident). I was going to return the 1 bracket for the part order that they did not complete, but I did not want the part just sitting somewhere and not getting action since they would not give me a return authorization. Now I have wasted $54.99 plus shipping and am having to order the needed part elsewhere. I just want refunded for the parts missing and the shipping.

  

  Business Response

  Date: 09/12/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 8/21/22, **************** reached out to us stating that the item SKU: ********* -2005 ********* ********* **** HD Bumper Bracket arrived, however, it was only 1 out of the 4 pieces.
  However, upon validating the details of what was received, *** ****** mentioned that the part they received was already installed on their vehicle.
  As stated on our website, I Am Missing Hardware. Can You Send Me The Missing Piece?
  We do not offer hardware or have the ability to send missing pieces. If you are missing hardware from a part (e.g., missing gaskets, clamps, bolts, screws etc...) you can either return the entire part or purchase the hardware locally. If you are missing a crucial part to a kit, the entire kit must be returned. We cannot break up another kit to replace missing items.
  Since they installed the part, our warehouse can't take back the part anymore.
  However, in good faith with the BBB and *** ******, we have fully refunded the said part, and should reflect the same payment method they used to purchase the part within 2-4 business days.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/07/2022

  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.

  They sell parts with manufacturing defects and then when you return the parts, they don't give you a full refund including shipping and tax. I made 3 orders of the same part and the first 2 orders were damaged due to manufacturing defects. When I call to them to return the parts, the employee told me that I qualify to receive a complete refund from the firsts two orders. That's never happened, they just refund the amount of the parts and part of taxes. They kept the shipping money and part of the taxes. Personally created what this is an abused customer, something like this had never happened to me. I'll include photos of the first two orders. Thanks for all your help. Sincerely *******************

  

  Business Response

  Date: 09/09/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  We apologize for you receiving a defective part, however, the defects are a manufacturer issue and we will be notified the manufacturer of this issue Parts Geek can only follow the policies of the manufacturer. Also, as our website states on our customer service page **************************************************, How much will my refund be?
  Refunds will be issued on the part itself minus any discounts. Outgoing shipping charges are not refundable for any reason. Your total refund amount will be listed in your refund e-mail.
  The sales tax was refunded on your order, however, the tax associated with the outgoing shipping costs is non-refundable as well.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 09/29/2022

  [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: ********
  
  I am rejecting this response because:
  
  That's your way to Parts Geek make money. Sell defective parts and when the customer finds out the parts don't work and returns them to parts geek, you keep part of what the customer paid for. That is called customer abuse. No good at all.
  Regards,
  
  *******************
  

• Initial Complaint

  Date:09/06/2022

  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 ordered several parts for my truck. Order said it was shipped via **** ** on 8/22. I have not received 2 of the 7 packages. They will not help to resolve this issue. I want a refund for non delivered part or replacements.

  

  Business Response

  Date: 09/07/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  Upon further review, two items were reported by ********************** to have not arrived on 8/30 which are the following items:
  SKU: 80416.12A - 2001 ********* ********* **** Control Arm Ball Joint Tie Rod and Sway Bar Link Kit - Delivered by ****** ************ on 8/26/22 at 1:06 pm
  and
  SKU: *********** - 2001 ********* ********* **** CV Axle Shaft Set - Delivered by ****** ************ on 8/26/22 at 1:06 pm
  Since both items shipped on separate packages, our warehouse filed a claim separately for both of them and as of 9/6/22, ***** has denied the claim for SKU: *********** stating this was delivered to the address on file in which we provided the Proof of Delivery and Denial Letter from *****.
  As of today, the claim is still ongoing for SKU: *********. Please be advised that it takes 10 days or more for a claim to be completed and we have no control over this since the carrier is handling the investigation.
  We would immediately update ********************** once the investigation is done for the last item on the order.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/05/2022

  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 ordered a part from this company and never received the product and when I called the stated it was on hold and I need to send in my id but not sure why they ask that because I know I used my card these company is a fraud and I still have not been refunded

  

  Business Response

  Date: 09/08/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. Due to the increasing number of fraudulent transactions affecting online companies, we have had no choice but to implement strict procedures in processing orders and we attempt every measure to protect our customers. In accordance with all credit/debit transaction regulations, all merchants are required to present a positive AVS and unfortunately, your transaction was presented as a negative AVS because of a different shipping address than the approved credit card billing address. (Thus, voiding the required positive AVS, in accordance with *************** regulations) Because of these circumstances, we require a copy of a drivers license to confirm the billing and shipping address for additional security measures. Since you would not provide us with any additional information to process the order, it was voided. We apologize for any inconvenience this may have caused you.

• Initial Complaint

  Date:08/31/2022

  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.

  SUNDAY 21st order a part and never received called twice and was told will be delivered today .brake master cylinder ***********

  

  Business Response

  Date: 09/02/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  Upon further review, ************** ordered from us on 8/21/22 and was shipped out via ****** ********************.
  
  This shows to have arrived on 9/1/22 and as stated on our website, When Can I Expect To Receive My Order?
  Ground orders are usually delivered in 3 to 7 business days. Some orders may take longer than 7 days. Truck freight orders are usually delivered in 7-12 business days. All truck freight deliveries will be scheduled through the shipping carrier with the customer and need a valid daytime phone number.
  
  Overnight and 2-day delivery is not guaranteed, if you select overnight or 2-day shipping that only means that arrangements will be made to ship it out using that service. Please be aware that overnight orders placed on Friday will be delivered Monday with the exclusion of a holiday. We do not offer delivery on Saturday, Sunday or holidays.
  
  Unfortunately, we do not have control over carrier delays, and as stated on our website, some orders may take longer than 7 days.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:08/30/2022

  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.

  I purchased a part from parts geek and I paid for next day air and it didn’t show up so when I called for the refund on the next day air to the 1 to 3 day shipping because it didn’t show they said it posted how long the shipping was after I paid for it so if I new it was going to take 1 to 3 days before I purchased it I would have gotten it from somewhere else so my customers wouldn’t be stark raving mad because their car is still wait for a part because they can’t keep their end of the deal so I aske to refund money to get to the 1 to three day ground price the said no so they can’t keep their end of the bargain

  

  Business Response

  Date: 09/08/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. On 8/29 at 4:36 pm, ********************** placed an order for SKU: *****-******* - 2014 ****** ******** ABS Speed Sensor along with overnight shipping. Due to the time the order was placed, the item shipped out the next day 8/30/22 and arrived via **** ****************** on 8/31/22 which is a day after it was shipped out. We understand *******************'s concern regarding the part not being shipped out immediately, however, we have no control over the time frame when it was purchased and ****'s business hours for pick-up. In good faith with the BBB and **********************, a refund of the shipping costs was done by Parts Geek on 8/31 which reflects 2-4 business days after it was issued. Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Specifics:* First order date, order number: 8/12/22, *********** * Second order date, order number: 8/18/22, *********** * Ordered part description: ************ Fan Clutch for 86 ******** ***** ($199)* Part received both times: ***** Fan Clutch ($139)I ordered a ************ part for $200, they send me a ***** one (retail for $140) in a ************ box. So I figure, probably a mistake. I go through the whole return mission and re-order the part. They dont even refund my shipping cost from the first mistake and make me pay for shipping again (hence I've already lost $20 to shipping). Today I received the replacement, hoping that it is the right part this time. Nope, again a ***** part in a ************ box. So I go ahead and install the part (since I cannot afford to wait for another part time is money), hoping that they could at least refund me the difference between the two parts prices. Nope, they want me to send it back again. After they sent me the wrong part the first time, I had to wait two weeks before receiving the replacement. Both parts that I received look like they were used and of inferior quality. The ***** one received is of low quality from China. The ************ one is of higher quality and is made in North America. What I received was a ************ box with a label that says "Made in Mexico" (which is correct and expected), but the part inside the box says "Made in China" and is a completely different part. I don't have the time to wait for another part. They are not willing to compensate me for the financial loss that I am incurring for these delays, and they won't even refund me the difference between the two parts.

  

  Business Response

  Date: 09/02/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On two separate orders, **************** received a different brand of Fan Clutch for his vehicle, and upon further investigation, we confirmed that this is a possible catalog error that we already forwarded to our warehouse.
  In response to **************'s complaint, we worked with him to get the refund he needed for the part he initially sent back, as well as a refund to match the pricing of what was on our catalog to the part they received.
  The refund should have already reflected *************'s payment method and we'd again like to extend our sincere apologies for the inconvenience we have caused him.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 09/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************