Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Parts Geek LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 788 total complaints in the last 3 years.
- 338 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/30/2023
Type:Delivery IssuesStatus: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 9-14-23 I placed an order for a control panel and accidently hit 3 of them. Right after i noticed it once the billing of $392.05 total hit me I emailed them and they said to accept and return. When I tried online it said I was past the 30 days, which was never explained to me in the email i received from them, who was ********************* the person responding to me, because they move quick and are unable to make any changes to any order. I still have the response from him. When I called after the on-line did not work; and on wait for 1.5 hours the manager basically said to stick it where the sun don't shine. Now I'm stuck with parts I don't need and $261.37 out of my pocket. The order number was #**-*********.Business Response
Date: 12/08/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 9/13/23, ******************** placed an order for a total of three (3) SKU: ******** - 2016 ********* ******* **** HVAC Control Panel (** *****) and was processed with Tracking Number: ******************** ******* on the same day before they reached out at 4:45 P.M. to let us know that they incorrectly placed multiple quantities from the order.
******************** spoke with one of our Customer Service Representatives through Ticket Number: CS-******** in which they were informed by our team that since the order has already been processed, we can no longer cancel it or make any modifications which is also what is 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.
******************** was then informed of their options by our Customer Service Representative to either refuse the package during delivery so it can be sent back to us and they will be refunded once the part is received back, or they can open a return request once the part was received.
The part was never refused and got delivered on 9/16/23 at 9:41 AM, and based on the information provided by ********************, they requested the return outside of the 30-day return period which is why they got the error when submitting a return on our website.
As stated on our return policy, returns can only be accepted within 30-days of the purchase date, but since it was beyond that period, we won't be able to accept the parts back anymore.
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: 12/12/2023
[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:
They were not helpful at all regarding the whole situation, they took advantage of a simple mistake anybody could make. In Florida refusing the order and waiting for another week or two for delivery is asburd when at that time the temps were 90 plus with a humidex of over 110.
Regards,
***********************Initial Complaint
Date:11/25/2023
Type:Product IssuesStatus: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 part,part manufactured in China the part does not fit the vehicle as the mounting holes in the part are misaligned, because it has an electrical connection the company refuses to return part. Could not install part because of manufacturing defectsBusiness Response
Date: 11/29/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/6/23, ******************** placed an order for SKU: ******** - 2015 **** Transit-*** Window Motor, but reported that it would not fit their vehicle.
Our listing doesn't state a specific location where the parts are made as this depends on the manufacturer of the parts.
On the day this was reported by ******************** we issued an RMA Number and Return Label for them to send the part back and as of 11/26/23, a refund was already issued which normally reflects their payment method in 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:11/24/2023
Type:Product IssuesStatus: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.
Ordered an ac condenser kit for my 2003 ******* ***** *******************; the price was $309.27. After receiving the package, I took it to the mechanic shop where it was to be installed with the engine for my car. When the mechanic started putting the parts on he noticed the AC dryer component in the kit was the wrong one. He had already installed other parts as they were all the right parts except for this one part. I contacted parts geek and let them know of the matter. They claim because some of the parts were already installed they cannot do a return on the wrong part that was sent because the whole kit has to be returned and this is policy. Although parts geek was the one in error for sending a part it was not suppose to send and one that was not paid for, they are shifting the error on the customer etc... stating they recommend checking all the parts before installing and although they acknowledge they sent the wrong part I have to keep it and cannot receive the right part that was suppose to come with the kit because part of the kit was already installed. The customer service rep even went as far as to say he could not give me a refund but could direct me to **** on how to sale a part for there company they pitched off on me so I can get m9ney back that way because they cantaccept a return or provide a refund for the wrong item that was sent in the kit. They are misusing the terms of a policy and exploiting its customers in a deceptive and fraudulent manner. I am preparing to file suit but wanted to make a note of this with the BBB to help address this issue and prevent further misuse of policy procedures and exploiting/deceptive/fraudulent acts of companies like this that are suppose to be doing good business and not scamming and committing fraud etc....Enclosed are pictures of the ordered parts and the one sent that was incorrect and not the one in the pictures.Business Response
Date: 11/29/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 10/29/23, **. *** placed an order for multiple parts including SKU: ******** - 2003 ******* ***** ******* A/C Compressor and Condenser Kit which is a kit that includes multiple parts.
We received an update from **. *** on 11/17/23 that the AC Drier of the kit did not fit their vehicle and they wish to have it sent back since all other parts from the kit have been installed.
Our Customer Service Team notified **. *** that we accept returns for incorrect parts received, however, if a part within a kit has already been installed then we would not be able to accept the kit back as they are sold as a kit and if it's missing anything our warehouse would not be able to issue a refund.
Unfortunately, we had to deny the return request since they have already installed everything except the AC Drier.
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:11/23/2023
Type:Product IssuesStatus: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 tried to chat with them and they would not let me return the part because, it was not damaged or the wrong part. They would not send me a return lable said I had to pay the shipping cost to send the part back and there was no guarantee I would get my money back. This comey should not be able to force people to keep things they don't need.Business Response
Date: 11/28/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/12/23, **************** placed an order for SKU: ******* - 2012 ******* ******** Purge Valve, however, they reported that on 11/23/23, they no longer needed the part which our warehouse immediately issue an RMA Number for the part to be returned back to us.
**************** reached out over the phone to our representatives requesting a return label, our team explained that she does not qualify for a return label since the issue was not caused by the warehouse due to her reason as "No longer needed"
However, in good faith with the BBB and ****************, our team processed a refund for the part in question and should have already reflect their payment method 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:11/21/2023
Type:Product IssuesStatus: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 headlights for my **** *** which were installed properly and one has a broken seal which let in moisture. I contacted them and they said i had to return it BUT the cost of the labor is more that the light Moisture in the light reduces the life of the unit but is not dangerous so I asked for a full or partial refund and gave them documentation for the issue They keep imply that my very experienced reliable mechanic that I have had a relationship with for over 25 yeas must have installed it incorrectlyBusiness Response
Date: 11/22/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 10/25/23, **************** placed an order for SKU: ************* - 2008 ***** *** Headlight Assembly but reported on 11/1/23 that the headlight is defective as moisture got inside the assembly.
Our team immediately opened a return request and issued a return label to ****************, however, **************** does not want to send the parts back stating the costs to remove the headlights.
Unfortunately, as stated on our website, for defective parts, they are covered by warranty, but they need to be sent back to us so it can undergo inspection by the manufacturer to determine if this was due to improper installation or if it was a manufacturing defect.
Once this is deemed to be a manufacturer defect, **************** will be issued a full refund for the defective part.
As of 11/22/23, **************** has opened a chargeback with their financial institution which prevents us from further commenting on this matter and we would now have to wait for the resolution from their financial institution.
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: 11/29/2023
[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:11/17/2023
Type:Delivery IssuesStatus: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 purchased a power steering pump on 11-01-23 from Parts Geek and paid for the expedited shipping. After a few days, I looked at the tracking and it was bouncing around from city to city within my state. The next day I checked again and noticed that the shipping address had changed to the sender's address. I called the shipper and they told me that the sender had put some sort of block on it and that it would be returned. Okay fine. Well, I got the refund but they shorted me $13.64. So I contacted Parts Geek and I got an email saying that it is the cost of the return shipping. I never got the item nor did it ever leave the hands of the shipper. I didn't otherize a return so therefore I feel that I should have received the full amount I paid. I know it's not much, but the principle of the matter. They basically scammed me.Business Response
Date: 11/28/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/1/23, ******************** placed an order for SKU: ******* - 2009 ******** **** Power Steering Pump which was shipped by our warehouse via ****** ************.
However, due to a ***** Issue, they reported on 11/5/23 that they are the Returning package to shipper
Unable to deliver shipment - Returning to shipper in which our warehouse was immediately notified and once it arrived, a refund was immediately issued on 11/16/23.
Unfortunately, due to some errors with the refund, ******************** received an incorrect amount on their refund which we immediately refunded on 11/18/23.
The refunds will reflect the payment method used to purchase the part and should have already reflected ************************ payment method. Rest assured that this issue has been reported to our internal team to ensure a similar issue doesn't happen again.
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: 11/29/2023
[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:11/17/2023
Type:Product IssuesStatus: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.
Hello, I purchased a Part from partsgeek website November 3rd and I reached out to request for a refund of item cause part took way too long to arrive and no I still haven't received it it's November 17. And every since the they've been giving me the run around like they have lost the part and fell to refund my money for the item.Business Response
Date: 11/20/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/2/23, ******************** placed an order for SKU: **** - 2007 ***** ******** Steering Rack, but was reported to us on 11/13/23 that the part was not received.
Our warehouse was immediately notified of this issue and per the information they provided, this was shipped via ****** ************ but since ***** didn't show updated scans, our warehouse requested a tracer claim for the shipment issue.
On 11/18/23, the warehouse provided an update that this has been approved and refunded since this was confirmed lost and will never be delivered.
Once a refund has been issued it will take 2-4 business days to reflect this under the same payment method used to place the order.
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:11/14/2023
Type:Product IssuesStatus: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 November 7th 2023 I ordered a hood from PartsGeek for $485. They sent me a damaged Hood I contacted them about it and they refused to do anything and I just want my money back or I want another undamaged Hood.Business Response
Date: 11/20/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/7/23, ******************** placed an order for SKU: *********** - 2001 *** ***** Hood but reported that this was damaged on 11/11/23.
During our investigation on the issue, ******************** mentioned that they installed the Hood prior to reporting the issue to us which prevents us from accepting the hood back.
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.
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: 11/20/2023
[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:
They sent me a damaged hood, and the damage was in a spot that could not be seen until it was installedRegards,
***********************Initial Complaint
Date:11/13/2023
Type:Product IssuesStatus: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.
ORDERED A BUNDLE PACKAGE OF STEERING KNUCKLES RECEIVED ONLY 1 SIDE BEEN WAITING DAYS. NOBODY ANSWERED CALLS OR EMAILS UNTIL TODAY WAITED ON HOLD FOR HOURS, THE CUSTOMER SERVICE GUY STRAIGHT UP SAID NO TO A REFUND ON THE OTHER SIDE WHEN I ORDERED ANOTHER FROM THEM TODAY?! SO I ORDERED AN EXTRA 1 THAT I DONT NEED?!?! THIEVES!!! AVOID AVOID AVOID. IF I DO NOT GET MY COMPENSATION BACK WITHIN 3-5 BUSINESS DAYS I WILL LEAVE REVIEWS, SEEK LEGAL COUNSEL AND GET RESTITUTIONS FOR THE STRESS YALL HAVE PUT ME THROUGH THROUGH THE COURT OF LAW VIA LAWSUITS FOR DEFAMATION FOR ACCUSING ME OF LYING AND EMOTIONAL DISTRESS FOR CAUSING THIS STRESS. I RUN A LEGITIMATE BUSINESS UNLIKE YOU SCAM ARTISTS. MY ORDER NUMBER IS ************ AVOID!!!!Business Response
Date: 11/20/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/6/23, ************** placed an order for SKU: ******** - 2016 ****** ******* Steering Knuckle and SKU: ******** - 2016 ****** ******* Steering Knuckle which was shipped via ****** ************, however, we were informed by ************** that they only received 1 Steering Knuckle out of the two (2) they ordered.
During our investigation, the weight of the package appears to be correct for both items being shipped out (16.9 lbs / 7.67 kgs), however, in good faith with the BBB and **************, we issued a refund for one of the Steering Knuckles (11/14/23) which should have already reflect the same payment method used to purchase the part.
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:11/13/2023
Type:Product IssuesStatus: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 made a purchase on September 17th for a brake caliper for my ***** from Parts Geek. The cost was $116.50. After making the purchase, I called and cancelled the order within 45mins of purchase. The seller refused to cancel the order. It would need shipped back once it arrived, or I could refuse the delivery. When the item was being delivered on September 20th, I met the *** driver at the door and refused the delivery. *** documented delivery refused and returned it to the sender Parts Geek. It was returned via *** to Parts Geek on September 25th, and they did not refund me the amount of the purchase or any amount. Their website states they have a 30day return policy for refunds and I refused the delivery.I have the following documentation below: Order, delivery refusal, and return receipt to business from ***.Business Response
Date: 11/20/2023
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/7/23, ************** placed an order for SKU: ******** - 2019 ***** *** Brake Caliper, however, they reported that the part was refused and it was returned back to the sender.
For returned to the sender packages, they do not follow the standard delivery time frame of carriers as it takes longer than usual to arrive at our warehouse, unfortunately, a chargeback was also opened for this order by ************** which caused more delays as we would have to wait for it to be resolved by their financial institution in which Parts Geek won the chargeback.
Since this was already resolved, a refund was issued and should reflect their payment method 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.
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