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:11/10/2023

  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.

  Ordered a part online turned out to be the wrong part requested a return refund received return information by email was a Lil confusing wated to make sure I get it right ordered the correct part anyway paid for it did not wait for refund family emergency came up requested a extension on the return would not grant it even though you knew of the return before hand got the run around several times still has not been resolved the date was 08/07/23 order # *********** 44.00 dollars on my card the part has never been used in brand new condition need to know anything else contact me please .

  

  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 8/7/23, **************** placed an order for SKU: ******** - 2005 ******** *** Automatic Transmission Pan, but they reported that the part they received was incorrect for their vehicle.
  Parts Geek guarantees returns within 30-days from the date of purchase, however, due to the time frame that has elapsed from when this was ordered and delivered to the time when **************** reached out to us to request a return extension, we can no longer 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.

• Initial Complaint

  Date:11/09/2023

  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.

  So I had to order a bunch of front end parts for my truck so I started tearing into it . tie rods, idler arm, pitman arm ,ball joints sway bar links, once I figured out the grove pattern for the idler arm I began looking at parts and this place popped up, the price was impressive, and it said order this part before 3p.m and it will arrive on wed nov 8 this was on Monday the 6th at 2; 47p.m then it said for a guaranteed arrival buy the the 8th add expieditedted so I payed for that because once again my truck is in pieces. Wed comes no parts so I put in a complaint order and they couldn't even find my order. They keep telling me tracking order not found it wasn't until wed when they sent the order out they printed the label but didn't pull the part and it wasn't until yesterday that they finally shipped out it wasn't until after check out it said 3 to 7 business days but a whole 21/2 days to even pull it, so here my truck sits tore apart I'm supposed to start a new job tomorrow and now I have to call and tell them I can't make it. All because they said something that they can't provide do we really need business like that, there incompetent, misleading, unhelpful places of business I've ever ordered from I mean who takes 2 1/2 days to ship something that's already paid for if you have to lie to sale your parts then I imagine the parts themselves are probably junk cheap made parts do yourself a favor and don't order from these guys, I'm a executive mediator for ****** and I didn't get that position bye writing phony reviews serious stay clear of this company

  

  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 (3:46 P.M.), ******************** placed an order for SKU: ******** - 2004 *** ****** **** HD Ball Joint Tie Rod End Idler Arm Kit and added "Expedited Order Processing" during checkout to have it delivered at an earlier time than our regular 7 business day delivery for ground shipped orders.
  The Expedited Order Processing guarantees that parts ordered for eligible SKUs are delivered to their doorstep or shipping address within 3-5 business days, and per ****** this was delivered on 11/10/23 at 9:52 A.M. which is within the 3-5 business days guarantee we have mentioned.
  However, in good faith with the BBB and ********************, we have issued a refund for the fee they paid for the Expedited Order Processing which will reflect 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:11/07/2023

  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.

  Ordered windshield wiper washer reservoir, with pump, lines & weatherization package. The pump was DEFECTIVE on arrival, which was probably a refurbished product OR damaged & returned but they were selling this product as NEW. Mechanic said pump was bad after install was tested. I contacted PartsGeek several times trying to find a solution without having to go through a major uninstall and reinstall. NOT ONE AGENT WAS WILLING TO HELP, over 5 calls, several hours on hold with customer service by phone and with chat, they just told me I needed to return everything within a few days and then they would CONSIDER a refund. It was going to take me at least 2 to 3 weeks longer (November 29th expected schedule) to get it back into my mechanics shop before I could have it uninstalled and then order a new one and reinstall everything again. Not only did I have to pay for original installation, I am now responsible for uninstallation and reinstallation on top of the return shipping cost. I requested an extension of the 30-day return policy because it's going to take me several weeks to get my truck back into the mechanic's shop. They did offer to extend the return date until December 4th but I'm still out three times the price of install, uninstall and reinstall because of their faulty product and negligence. Where it should have only cost me for the part and $50 to install now it's going to be $150 to uninstall and could be several hundred dollars to have it reinstalled, plus return shipping. My cost I'm out will be OVER $420.

  

  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 10/20/23, ************** placed an order for SKU: ********* - 1999  ****** ****** Washer Reservoir, but reported on 11/7/23 that the Washer Reservoir/Part of the Reservoir is defective.
  As stated on our website, most of our parts are covered under 1-year warranty and can be sent back to us for a refund once a return request and an RMA Number has been generated, however, in this case, since we deemed that it would be more convenient for us to just refund the part instead of having ************** return it, we issued a refund on 11/8/23.
  Unfortunately, as stated on our website, My part is defective, do you pay for damages?
  We do not cover any expenses that occur as a result of the installation of a defective product. This includes, but is not limited to, rental car coverage, towing costs, labor, and storage fees.
  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

  The companies excuse for poor policies on their product is not a legitimate response or good faith selling practice. 

  All companies should sell WORKING inventory, free from defective from the beginning; instead of putting a policy or provisions in place (prior to the sale) where they don't guarantee any of their products to be free from defect. That's poor business practice if you ask me.

  One who purchases a product from a company should expect the product to be a viable investment that works 100% without fault. When it takes a mechanic a couple of hours to pull or replace a defective part, that NEW part should #1 actually work & #2 be backed up by the company regardless. 

  No one ever told me the parts weren't backed by the company until after I had called the company to let him know the part was defective. 

  As Stated in my reply to the company as well as to Better Business Bureau I will let the company know what the charges are to pull out and replace the part. Hopefully it won't be much. Please keep this complaint open until after November 29th, when the vehicle goes in for replacing this defective part.

  Customer Answer

  Date: 11/30/2023

  I replied the same day, not sure why you did not receive it. Their response was not acceptable and I would appreciate the company paying for the replacement, since it was at the fault of the company who sent a faulty part. Minimum charge would be $150.00 but if they would pay half of that charge I will pay the other half. 

  Customer Answer

  Date: 12/14/2023

  Please remove my complaint as this has been resolved. 

   

  Thank you.

• Initial Complaint

  Date:11/05/2023

  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.

  Sent the wrong size struts and refused to take the wrong struts back because it was past the 30 day return policy. I confirmed by giving them my vin number that the part they sent should have fit my car, but you can clearly see from the photos that the coils are rubbing against the sidewall of my car. The 30 day policy shouldn't matter if you send the wrong parts in the first place. The right thing to do is to allow me to send back the wrong parts and get the right fit. Speaking to a manager, ******, was pointless, very rude and callus. I had to dispute charges with my bank. I would not trust this merchant, they don't send the right parts and then take your money and run.

  

  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 7/6/23, ********************** placed an order for SKU: ***************** * **** **** ******* Strut Assembly Kit which was delivered via **** ******************, however, on 11/5/23, ********************** reached out to us to report that the parts they received did not fit their vehicle.
  ********************** was notified by our Customer Service Team that due to the time frame that has already elapsed from the date this was placed and delivered to the time they reported the issue, this was already outside of our 30-day return period.
  As stated on our website, How Do I Return a Part or Core?
  (DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy. All parts and cores must be returned within 30 days of purchase with a valid RMA number. We do not accept any returns after 30 days, no exceptions. To obtain an RMA number, you can go to Manage My Order and enter your email address and order number or you may submit a support ticket above within 30 days of purchasing your product and we will email you an RMA (return merchandise authorization) number with instructions. Returns can't be accepted without an RMA Number.
  However, in good faith with the BBB and **********************, we escalated the issue to our warehouse who granted a one-time exception for the return policy and we issued a return label which can be used to send the part back.
  Once received, it will undergo inspection and processing before any refunds can be issued.
  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:11/03/2023

  Type:Billing 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.

  on 10/23/2023 i place and order from this comp acording to them they star the shippment ord#************ i call ***** but order was never shipped i contac GEEK customer service and they told me that i have to wait until they find the part then i ask for my money back and thet told me that i have to wait until they fid the part i dont think thats fear because i need the part to fix my car or the money to buy it at a different parts place.

  

  Business Response

  Date: 11/10/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/23/23, ****************** placed an order for SKU: ***** - 2001 *** 330xi Steering Rack.
  Per our warehouse, they shipped this via ****** ************, however, due to some issues with ****** this was not scanned and never delivered to *******************
  On 11/1/23, when this was reported to us, we immediately notified the warehouse who spoke with ***** to investigate the matter and on 11/6/23, a full refund was issued to ****************** as this has been classified as not delivered/lost.
  This should have already reflected the same payment method used to purchase the part as it takes 2-4 business days from the date the refund is issued to reflect the payment method used.
  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: 11/10/2023

  hello i am sorry for the inconvinience i recieved the item day after my complain and they also give me a 10% credit thank you also for all the work your guys do.

• Initial Complaint

  Date:11/03/2023

  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 new hydraulic brake booster assembly for my ***** *** that failed. I was driving when the nitrogen charged cylinder broke off. It sprayed flammable power steering fluid all over the engine bay. The truck began smoking heavily and I was forced to dump water on the exhaust so it didnt catch fire. After looking at reviews from diffrent places I found these boosters from that manufacturer have a common failure. The nitrogen charged cylinder breaks away spraying flammable power steering fluid all over the engine bay. Parts geek only offered to exchange it for the exact same product. Due to the fact my truck almost caught fire I would not want to reinstall that product. I would just like a refund or to exchange it for another unit from a diffrent manafacturer. I attached the photos of where the booster failed.

  

  Business Response

  Date: 11/10/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/31/23, ************** placed an order for SKU: ********* - 1998  ***** *** **** Brake Booster (Autopart Premium) and reported to us 11/5/23 that the part was defective when the Cylinder Broke Off and caused fluids to be sprayed all over their engine bay.
  When this was reported, our team immediately opened a return request and issued an RMA Number including a Return Label which was sent to ************** to send the defective part back to us.
  While we understand the gravity of the issue due to the part breaking, we also would like to let ************** know that defects are a manufacturing issue, but we will make sure to let them know of this issue and assure ************** and the BBB that this will be handled based on our return policy.
  As of today, 11/10/23, we confirmed that a refund has already been processed for this order and will reflect the same payment method used to purchase this part 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:11/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on june 29,2023,i ordered a power brake booster for my 1972 *******.this car used 2 different braking systems and used different boosters which came in different colors-one gold, one black.when i received the part, it was black, i needed the gold. i called them back within a couple of days and was told this was the right part and should work. i was also told if it was installed and was wrong they would not take it back. 2 months went by before i could get it installed and my mechanic told me it was wrong.because yhey have a 30 day return policy, their "customer service"dept.COULD NOT NOR WOULD NOT do anything to help me. so now i'm out $131.00 and have a part i can't use and don' have what i need.my next step is to get you and my credit card co. involved to see if anybody can help me. anyone who reads this be warned - DO NOT BUY CAR PARTS FROM PARTS GEEK!

  

  Business Response

  Date: 11/10/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 6/29/23, **************** placed an order for SKU: ***********- 1972 ******* ********** Brake Booster and reported to us two months after that the part they received was incorrect.
  As stated on our website, we can definitely accept part returns as long as they are within the 30-day return period, however, due to how long the time has elapsed before this was reported to us, our warehouse won't be able to accept the parts for return.
  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:i did contact parts geek a few days after i received the part and expressed concern that it was the wrong part because it was not the right color for my car's braking system. their representative, who spoke broken english, assured me it was right and if i installed it and it WAS wrong they would not take it back. turns out it was wrong and i did call them past the 30 days and they said they would not do anything i offered to send the wrong part back, but they refused. fortunately, my credit card company credited my account and they are still investigating. bottom line, i want to let people know this was my experience with Parts Geek, and from other reviews i have read, i am not the only one who has had a similar experience.
  
  Regards,
  
  ************************
  

• Initial Complaint

  Date:11/02/2023

  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.

  The core policy for customers being responsible for cost on the return of the core item.

  

  Business Response

  Date: 11/10/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  Regarding our policy for core returns, as stated on our website, returns are prepaid by our customers and we are unable to provide a return label for it.
  
  You may use any preferred carrier as long as it can be tracked in order for us to validate if it has been delivered to the correct location.
  
  You may refer to our website at *************************************************** and the info we attached below.
  
  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:11/01/2023

  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 had purchased brake pads and rotors there was three of the same pads and it was supposed to be two and two and I had the installed already except one break pad. I have attempted to contact this company about it but they have not replied stating just to send it all back but they are already in we didnt realize the part didnt fit till everything else was done I just need the one brake pad I will return the other but they do not reply back.

  

  Business Response

  Date: 11/07/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  Upon further review of this issue, we identified that this was a transaction that happened over **** Marketplace.
  Per ****'s policy for returns and refunds, all correspondence must be done directly through their platform.
  We would recommend that *** ****** directly reach out to the Seller Account on **** and not ****'s Customer Service Team to resolve the issue regarding the missing part on 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:10/29/2023

  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 parts from parts geek, and they are not the correct part even though I was assured by a representative they were, they are denying any type of refund cause it has been past 30 days even though it was their fault, they say I did not order THROUGH the representative, and I told them I wanted my chat log history with them to prove I was being given false information while I was ordering, to which they declined to do so. So because of misinformation by them I am out $313 and had to spend over $300 for the correct parts and they will not take any responsibility for this and just keep responding with the language of the 30 day return policy, needless to say they do not care about assisting their customers and are nothing but a bunch of scam artists, I have never had such terrible customer service on not only the general level but the supervisor level as well.

  

  Business Response

  Date: 11/07/2023

  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 multiple parts under Parts Geek PO: ************.
  We were notified on 10/29/23, that ******************** wanted to return the parts they ordered since they were not the right ones for their vehicle and incorrect.
  Unfortunately, due to the time frame that elapsed, we were unable to take back the parts they ordered as stated on our website, How Do I Return a Part or Core?
  (DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy. All parts and cores must be returned within 30 days of purchase with a valid RMA number. We do not accept any returns after 30 days, no exceptions. To obtain an RMA number, you can go to Manage My Order and enter your email address and order number or you may submit a support ticket above within 30 days of purchasing your product and we will email you an RMA (return merchandise authorization) number with instructions. Returns can't be accepted without an RMA Number.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.