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:08/25/2022

  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 a turbocharger from them and sent my old one to them for the core charge on July 19 2022 I paid 1800 dollars and they sent me 600 dollars for the core and the turbocharger was not working right and my truck up and they do not offer a exchange told me I had to buy another one and pay another core charge in voice number ***********

  

  Business Response

  Date: 08/30/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 7/19, **************** purchased SKU: ***** - 2008 ***** *** **** Turbocharger for $1,184.43 before taxes, and a $605.00 Core Charge for a total of $1,869.78 before taxes and shipping charges.
  A core return request was submitted on 7/28 and our warehouse received their core and we issued a refund for the core charge on 8/5/22.
  Regarding *****************'s complaint about part exchanges, as stated on our website under the item "What if my part fails? What type of warranty does my part have?", On occasion, we may ask for the original repair order and other documentation regarding the repair to be sent to us in order to process the return. If your part is found to be defective you will receive a full refund. All replacement items must be re-purchased. We do not send out free replacements.
  We issued a return label on 8/26 so that **************** could send back the defective part for a full refund and as of today, the item is scheduled to be delivered on 8/31/22.
  Once received by our warehouse, this will undergo inspection and processing before a refund can be issued within 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:08/23/2022

  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.

  Bought power steering pump on July 20th, tried to cancel order after finding a cheaper part somewhere else. Wouldn't let me cancel, advised me to refuse or return package. Package was delivered to my address on July 15th at 2:11 pm via ****** I Called **** and asked for them to pick it back up and return it, received a reference number. Communicated with parts geek via customer service email thread. Went back and forth with them as they tried to tell me they wouldn't issue a refund until in their possession even though it was noted ***** picked it up; unopened to return. Was advised by ***** they needed to file a lost package claim. Was told they filed a lost package claim and it was closed and they cannot help me. They refuse to give me a refund even though it is not in my possession.

  

  Business Response

  Date: 08/23/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/10, **************** reached out to request the cancelation of the order (***********) they placed on 7/9.
  During this time, the part is already with ***** and we're unable to cancel the order. Our Customer Service Associates notified **************** about this and informed him to refuse the package instead so it could be sent back to us.
  As stated on our website, Can I Cancel My Order?
  We do not accept order cancellations because we often package products within an hour of ordering which is why we don't have the ability to cancel orders. We begin the order process as soon as the order is placed.
  On 7/15, ***** reported that this was delivered successfully to the address provided by ****************, however, **************** mentioned that they had ***** pick up the package to be sent back to us, however, our warehouse notified us that they haven't received anything back from ***** and the tracking information doesn't show that this was refused and was successfully delivered.
  Due to the issue, our warehouse filed a claim with the carrier and they are actively investigating the issue (Claims may take 10 days or more depending on the carrier which we have no control over).
  **************** also filed a dispute with their financial institution. Due to the sensitivity of this matter, we cannot discuss any matter related to this transaction until further information has been received from ******************** financial institution.
  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:08/20/2022

  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.

  Purchased 100 pack grommets from them they sent a soul individual grommet refuse to send me the grommets I want unless I re-buy them and repay for shipping

  

  Business Response

  Date: 08/22/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We have researched this further with our warehouse and found we have a catalog error on our website. This has been forwarded to our internal team to ensure that this is addressed properly and the listing corrected.
  
  A full refund for this specific SKU was issued today on 8/23/22 and should reflect *****************'s payment method 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:08/18/2022

  Type:Order 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 been purchasing parts from this website for three years now. There is a part specifically they could not send to me in Hawaii. I had it shipped to my dad‘s house in California. Something I have done before. I then purchased a $1100 airplane ticket and a hotel and a rental car to go up to Sacramento I am stuck here now only to find out that three days after the order was processed late they emailed me at three in the morning telling me that they suspect that my account is fraudulent. Even though there is proof that I have shipped to this address before. They required a picture of my drivers license or my utility bill . I sent them a utility bill. Then a copy of my birth certificate. Then a copy of my registration of my vehicle. Then my federal government badge and ID number from ****. With a photo of me. And they are refusing to send it to me because now they are just upset that I have filed a complaint with them. I am seeking a full refund and reimbursement for the part and/or compensation for flying to the mainland to pick up a part which had on my tracking order guaranteed delivery between three and seven business days and now it would have been two weeks. I am also looking for an apology from the business. And I would like to file a complaint regarding this. This would be a simple matter for them to add a small disclaimer that when you ship to an address that is different than your billing they require a picture of a photo ID or a utility bill.

  

  Business Response

  Date: 08/19/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  On 8/16/22, ************** placed an order through Parts Geek via Order Number: **-******** for SKU: **** - 2017 **** **** Steering Rack.
  
  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 to all credit/debit transactions regulations, all merchants are required to present a positive AVS.
  
  ****************** transaction was presented as a negative AVS because the shipping address different than the approved credit card billing address. (Thus, voiding the required positive avs, in accordance to *************** regulations) Because of these circumstances, we require a copy of a drivers license to confirm the billing and shipping address for additional security measures.
  
  The required documents were submitted to us on 8/18 - 8:30 PM, and since it was outside the business day, the order was processed today and will be shipped out (As stated on our website, ground orders will take 3-7 business days for delivery).
  
  We have made sure to document and forward your feedback to the appropriate department regarding adding a disclaimer for certain scenarios such as this one, but as stated above, these are in accordance with *************** regulations.
  
  Unfortunately, we won't be able to provide any compensation with regards to ****************** airfare to the Mainland United States.
  
  He will be receiving the tracking number shortly once this has been processed by the carrier via email to the email address they provided 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:08/17/2022

  Type:Product 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.

  I bought a steering gearbox from them for a 2003  ***** *****. The part they sent had improper threads on the piece where the inner tie rod connects and stripped out my tie rod. Additionally, it had bad threads where the return power steering line goes and stripped those out as well. I contacted them for a refund and they refused because I didn't use a mechanic even though their website does not require you to use a mechanic but is just a suggestion.

  

  Business Response

  Date: 08/18/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/15, ****************** requested a return of SKU: ***** - 2003 ***** ***** Steering Rack which they state was defective due to improper threads which caused the part to fail.
  We immediately notified the warehouse of this issue and since this was already installed, our warehouse requested a work order that shows the diagnosis that the part failed/caused issues which 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. Depending on the type of product you purchased, you may also have an extended warranty if you purchased one. Please also refer to the manufacturer information that was included with your product for additional information. If your part fails we will issue you an RMA number to return the product. Faulty parts and improperly installed parts return decisions are left up to the particular manufacturers' rules and regulations. We process the return for you by accepting the part and then forward the part directly to the manufacturer for final approval. Installation of auto parts should be handled by a Certified Automotive Technician, and you should maintain a copy of the repair order after the repair is completed for your records. Especially, with items such as ECM's, A/C Compressors, Receiver Dryers, etc. where misdiagnosis and/or installation can easily damage a part. Remember, that having a certified technician install a part does not necessarily mean it was properly installed, but it will eliminate more of the common errors. On occasion, we may ask for the original repair order and other documentation regarding the repair to be sent to us in order to process the return. If your part is found to be defective you will receive a full refund. All replacement items must be re-purchased. We do not send out free replacements.
  However, we didn't receive a copy of the work order from ****************** which is the reason why the part has not been accepted back for return yet.
  If ****************** can provide us a copy of the work order we will immediately forward this to our warehouse so we can arrange a return of the part for a full 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: 08/29/2022

  [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,
  
  ***********************
  
  

• Initial Complaint

  Date:08/16/2022

  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 car alternator, the coat of 80.00, they charged me 183.00 making my account go into overdraft. Aug 6th I ordered the part, Aug 7 I called them to cancel the order. They informed me I payed $125 extra for core parts. They wont cancel unless within hour of ordering. I was suppose to receive order Aug 10, I went to the post office and was informed that they only shipped a label not an actual part. I called *** and they said it was last scanned at the post office. No further tracking details because the only shipped a label. I just want my money back its been 2 weeks.

  

  Business Response

  Date: 08/18/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.On 8/6, **/****************** purchased SKU: ****** * **** *** **** Alternator from our website, the part is listed as $40.97 before the $125 Core Charge, the Core Charge is a refundable charge once our customers return their old part back to us.We have attached a more detailed explanation of the core charge for reference. As to the delay with the shipment, the part was handed over to *** and will be delivered by *** SurePost with the final delivery made by their post office, but as of 8/18, we received confirmation that this has not been delivered yet.As stated on our website, ground orders are usually delivered in 3 to 7 business days. Some orders may take longer than 7 days. There are instances where there may be carrier delays that are out of our hands, but in this instance, we have notified our warehouse to work with the carrier to identify the exact location of the package and file a claim if needed.On 8/15, **/****************** filed a dispute with their financial institution and is currently being reviewed. Due to the sensitivity of this matter, we cannot discuss any matter related to this transaction until further information has been received from ************************* financial institution.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:08/08/2022

  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.

  Parts Geek LLC Order # **-******** I purchased a radiator fan assembly for my daughters vehicle on May 31, 2022. It was delivered on June 10, 2022. The fan was installed on my daughters vehicle on June 13, 2022. My daughter told my husband and I that her car is making a funny noise for a couple days. My husband inspected the car and come to find that the right fan on the new shroud is not in balance. The part is failing after less that 2 months. I contacted the customer service department this morning (8/8/22) and was told that there is a one year manufacturers warranty on the item and I need to send it back. I explained that it is installed on the vehicle and that I would need a replacement for it so she can drive her car. They said I would have to pay for it and then when they receive the defective item back, they would issue me a credit. I asked them for a return label and was told I have to pay for the return shipping. If I have to pay for the return shipping it will probably be around $50.00 since the package i rather large and awkward. I was also told that this is not their item and that it came from a different warehouse and they would not give me the contact info for them. This is not our fault that their item went bad and they should be responsible for the return shipping. I also had to pay for installation, now I have to pay to have it removed and replaced with another one. This is unacceptable to us and feel they should at least pay the shipping costs for the defective item that they sold.

  

  Business Response

  Date: 08/12/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 8/8, **/******************** reached out to us to report that their 2001 ****************************** Fan Assembly that was purchased from us back in 5/31 has gone bad.
  Our Customer Service Team immediately set up a return request to send back the part for a full refund. 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. Depending on the type of product you purchased, you may also have an extended warranty if you purchased one. Please also refer to the manufacturer information that was included with your product for additional information. If your part fails we will issue you an RMA number to return the product. Faulty parts and improperly installed parts return decisions are left up to the particular manufacturers' rules and regulations. We process the return for you by accepting the part and then forward the part directly to the manufacturer for final approval. Installation of auto parts should be handled by a Certified Automotive Technician, and you should maintain a copy of the repair order after the repair is completed for your records. Especially, with items such as ECM's, A/C Compressors, Receiver Dryers, etc. where misdiagnosis and/or installation can easily damage a part. Remember, that having a certified technician install a part does not necessarily mean it was properly installed, but it will eliminate more of the common errors. On occasion, we may ask for the original repair order and other documentation regarding the repair to be sent to us in order to process the return. If your part is found to be defective you will receive a full refund. All replacement items must be re-purchased. We do not send out free replacements.
  Unfortunately, we do not ship out replacement parts and this needs to be sent back for us to be able to issue a refund.
  Since the part is already outside the 30-day period from when it was purchased, we were not able to issue a return label at the time this was reported, however, in good faith with the BBB and **/********************, a one-time courtesy return label was issued.
  Once this is returned back to us, we will be able 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.

• Initial Complaint

  Date:08/04/2022

  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.

  We ordered a part from this online company. When we received the part it was opened and damaged. My daughters car is in the shop and we needed the part like yesterday. I called Geek parts online and was told we would have to send the part back before reordering and I’d have to pay additional charge and still wait for a refund for 15 days. UNACCEPTABLE. After asking to speak with a manager we told “they’re so busy with calls because of damaged parts being shipped” ok so my question is if you have these many complaints and your manager is tied up for over an hour as we waited for her to come to the phone why still use a shipping company that damages your stuff. Manager did not call back so we had to call again same thing. 2 hours of my time wasted and for no where. I don’t understand coming out of my pocket 428.00 for something I had no control of. Now we have a part that is damaged that our car can’t get fixed and work hours being lost. I’m appalled with company and I want a resolution.

  

  Business Response

  Date: 08/10/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/4, ************** reached out to us reporting that the part they received was damaged, a return request was put up on the same day so that they can send the part back for a refund.
  For damaged parts, as stated on our website, What if my part arrives damaged?
  If your order arrives damaged or opened, immediately tell the driver that you are refusing the package due to damage. Do NOT accept the package. If a damaged or opened package has been left in your absence, you will have to contact the shipping company. You have 24 hours to notify us that you received a damaged product. We will not accept responsibility for any damaged claims after 24 hours. No exceptions.
  While we're saddened that ************** does not agree with our established process for returns, we in good faith with the BBB, and ************** issued a refund on 8/5 for the damaged part and it should have already reflected the same payment method they used to purchase the part.
  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:07/26/2022

  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 an electronic part for my car. It never worked. When I asked to return it for a refund, I was told a mechanic had to diagnose the problem. I paid towing and the mechanic time to say the same thing, the part is bad. After weeks of asking for the return authorization. I was told they sold me the wrong part, but because I had opened it, it was not eligible for return/refund.I want to return the part and get my money refunded.

  

  Business Response

  Date: 07/28/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/11 we received the ticket opened by ************************ stating that the part they purchased was defective, our warehouse was immediately notified and they were asked to present a work order.
  As stated on our website, What if my part fails? What type of warranty does my part have? "On occasion, we may ask for the original repair order and other documentation regarding the repair to be sent to us in order to process the return."
  This was required in order for us to make sure that there was a proper diagnosis on the defective part before it is sent back to us as sometimes there are instances that parts are not compatible with the vehicle it's being installed.
  A work order was provided and a couple of information was submitted by ************************ which was received by the warehouse after reviewing these details, they found out that there's a different part number required for **************************'s vehicle this part is not going to be compatible.
  As stated on our website, We DO NOT Accept Returns on OPENED Electrical and Electronic Parts - No Exceptions
  If you plug in the part or open or tear or unseal the plastic or shrink wrap on an electrical or electronic part you CAN NOT return the part for any reason. Instead of using proper diagnostic procedures, some people resort to trial-and-error parts swapping when they don't know how to fix an electrical problem. When parts they have installed do not fix their problem, they want to return them and try something else. Electrical parts are easily damaged by improper installation or testing therefore we can not accept returns on these items unless they are NOT plunged-in, opened or unsealed.
  This is why the part was not accepted by the warehouse as it has already been opened and there was already an attempt to install.
  However, in good faith with the BBB and ************************, Parts Geek has fully refunded this part on 7/27 which should reflect their payment method 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.