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:10/24/2023

  Type:Billing 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 placed an order on October 15th in the amount of $163.51 for car parts. The site informed me 5-7 day shipping. No information was given that I would have to undergo additional security measures prior to the purchase. After the purchase was made, the order was automatically cancelled because I did not provide my drivers license. They did not allow me to provide other form of identification nor another option of payment. Due to them cancelling my order, I was forced to incur additional expense.

  

  Business Response

  Date: 11/03/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/15/23, **. *** placed an order for for multiple parts, but was canceled due to them not responding to our message requesting for verification documents (Driver's License)
  Due to an increasing amount of fraudulent transactions affecting online companies, we have no choice but to implement strict procedures in processing orders to ensure that we protect our customers.
  In accordance to all credit/debit card regulations, all merchants are required to present a positive AVS (Address verification service) and unfortunately, this transaction was flagged as a negative AVS.
  Because of these circumstances, we require a copy of a drivers license to confirm the billing and shipping address for additional security measures. Since we did not receive a response regarding the request for additional documentations, we canceled the order and voided any payment held for this transaction.
  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:10/22/2023

  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.

  Order was incomplete. Customer service phone line is refusing to help. Forcing me to send back entire 100lb box and pay for shipping instead of sending small missing piece. Customer service will not put me in direct contact with supervisor or warehouse supervisor to resolve the issue.

  

  Business Response

  Date: 11/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/6/23, ************** placed an order for SKU: *********** - 2017 **** ***** ******** Brake Pad and Rotor Kit (******* Axle) but notified us that they received an incomplete kit (Missing the Brake Pads).
  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.
  However, we have notified our warehouse to check if they can reship the missing parts for the kit and we will update ************** including the BBB once we hear back from our warehouse.
  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: 11/03/2023

  [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 was sent an incomplete kit.  I should not be expected to pay shipping to return an incomplete order. I would like to be refunded for the amount of the brake pads that I had to buy to get the work done. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/22/2023

  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.

  Order new brake pads, the box was right, but when I opened the box 4 brakes pads were loosely laying in there and they were completely different from the size of the box, don't think it fair I should pay for shipping when this is something that entirety your fault, you sold something you didn't even have and struck it in the right box

  

  Business Response

  Date: 11/03/2023

  On 10/13/23, **************** placed an order for multiple parts including SKU: ****** - 2000 *** ********* Brake Pad Set.
  We received an update from **************** on 10/22/23, that SKU: ****** - 2000 *** ***** Brake Pad Set they received was incorrect and were rather small for their vehicle.
  A return request was submitted, and on the same day we issued an RMA Number, including the return label they can use to send the part back.
  As of this moment, the return label remains unused and has not been received back by our warehouse which is why no refunds have been issued yet.
  Once this is returned to us, it will undergo inspection and processing before a refund can be issued which takes 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:10/19/2023

  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.

  On or about 10.4.2023 I ordered a bug shield for a 2020 ****** *** * for about $97.00 and upon receiving it found that it was not the same one illustrated on the website nor was it the type for my vehicle. I have called there customer support line no less than 4 times left messages, even opted to have them call me back and have never heard from them. I even sat on hold for over an hour and never spoke to a customer service agent. I want this idea shipped back to them and my credit card credited the full amount I paid.

  Customer Answer

  Date: 10/30/2023

  They did finally send me a return label to which I have sent back the item in question. I have not received any response from them to date on any credit.

  

  Business Response

  Date: 10/31/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **. 
  On 10/9/23, ************** placed an order for SKU: ****** - 2020 ****** **** Bug Shield through our website.
  We have received no correspondence regarding this issue per the order notes only until 10/27/23 in which ************** opened a return request for the part claiming it's not the same as listed on our website in which our team immediately provided an RMA Number and a Return Label.
  Once the part arrives at our warehouse, it will undergo inspection and processing before any refunds can be issued which will take a total of 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:10/17/2023

  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.

  I ordered car parts in a kit that was supposed to include 2 front rotors 2 rear rotors and brake pads. I DID NOT receive the 2 rear rotors. The company is telling me since I installed the front rotors I may not return them. But in order for them to send me the rear rotors I need to return the whole package. So my package is ineligible for return yet I haven’t received the whole package. I just want them to send me what I paid for but they are refusing to do so since I’m ineligible to return the package. They won’t refund me unless I send the package back but I’m ineligible. So they won’t refund me and won’t send me what’s missing. How is this not theft? Each rotor weighs 21lbs. So total package weight should have been ˜80lbs. Package weight was ˜52 lbs. clearly missing items.

  

  Business Response

  Date: 10/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 10/12/23, *** ***** placed an order for SKU: ***** - 2015 ****** *** *** Brake Pad and Rotor Kit along with other items, but they reported on 10/17/23 that they were missing the Rear Rotors from the kit.
  A ticket was opened by our Customer Service Team on *********** so we can provide updates while this is being investigated by our warehouse.
  As of today, 10/18/23, the warehouse is aware of the issue and we are waiting for their update to confirm if there's a second tracking number for the order and once we have received an update, we will provide it immediately to *** ***** and the BBB.
  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:10/16/2023

  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 an exhaust manifold on Aug 24 2023 and it was the wrong size. I did not see anywhere on the packaging about a return policy. I tried to return it today over the phone and I was told there was a 30 day return policy. I said I was not aware of that and I was for an exception. I was berated and humiliated by someone named **** and was told that “I “ had a problem and was very rude. I requested to speak to a supervisor. He then told me he was putting me on hold for a supervisor but instead hung up on me.

  

  Business Response

  Date: 10/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 8/21/23, ************** placed an order for SKU: ******** - 1992 **** **** Exhaust Manifold (SKP), but reported on 10/16/23 that they wanted to return it since it didn't fit their vehicle.
  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.
  Due to the part being outside of the return policy, ************** was informed by our team that this cannot be sent back since it's outside of the 30-day return period, however, we notified the warehouse and asked if an exemption can be made in which we got an approval.
  A return label along with the RMA Number has been sent to the email used to order this part and once this has been received back, a refund will be issued in 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:10/11/2023

  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.

  I ordered car parts from partsgeek.com on 09/29/23, Order #************, specifically a set of CV axles. In the product description on their website for the part, it specifies that this set includes a driver and a passenger side axle (**************** product SKU for reference). When I received the package it was only the drivers side axle that was delivered which I have a picture of. On their website they have incredibly limited options for resolution and all attempts at resolving online essentially lead to me returning the part when all I need is the other axle that I paid for. Unable to solve my issue online, I called their contact number on 09/29/23 and was placed into a queue. I opted for a callback through their automated system and received a call hours later only for there to be complete silence. I spoke and asked if they could hear me to call back. They did not call back. I called again on 10/10/23 and waited on hold for about 30 minutes before opting for a call back. When they called back hours later again, my phone rang one time and before I could reach it, the caller had hung up. Finally I tried today, 10/11/23 and waited in queue for 2 hours before finally opting for a callback, to which I have yet to hear from. At one point I was considering returning the product, however with how poor their customer service has been thus far I am weary as to whether or not something as simple as a return/refund will be processed properly. I have had 0 contact with an actual person during this entire ordeal and ultimately would like to have the passenger side axle delivered to me. If that cannot be done then I would like a refund.

  

  Business Response

  Date: 10/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 9/29/23, ************** placed an order for SKU: **************** - 2014 ******* ****** CV Axle Shaft Set but only received 1 out of the 2 pieces that should have been included on this set.
  A request was opened by ************** on 10/11/23, and the warehouse was notified and investigated the issue and on 10/16/23, an RMA Number was issued including a return label so the part they received can be sent back to us.
  Unfortunately, we are unable to send the missing piece, but we assure ************** that this will be refunded in full and we will cover the shipping fees going back to us under the return label we issued.
  We have also made sure to relay this incident over to our warehouse to ensure any similar issue does not happen again moving forward.
  As for the delays in our team from answering calls, ************** may have reached out to us during a time of the day where we have a lot of calls coming in but this is answered in the order it was received.
  Once the part has been received back we will refund this in 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:10/09/2023

  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.

  I purchased 20 studs for a ******* and received 2 of them. I called parts geek ans they agreed that they were at fault and would be sending the remainder of the order. I never received it. I called again to see about having the remainder 18 studs shipped to me and they refuse to fulfill my order, refund my money, or give me a credit to buy them again. I asked to speak with a manager and ****** (manager) informed me they would not be doing anything to correct the issue. I am not the only customer that parks geek has refused to refund or finish fulfilling an order.

  

  Business Response

  Date: 10/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  On 8/8, ******************** placed an order for SKU: ******* and ******* - 2000 ***** ******* Wheel Stud, these are stated to include 10 pieces per SKU, but they only received 2 pieces total.
  
  Upon further validation, this appears to be a catalog issue on our end and has been escalated to our internal team to ensure we get this addressed.
  
  A refund has already been issued to the same payment method used to purchase this part and will take 3-5 business days to reflect the refund.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/21/2023

  [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:10/08/2023

  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 bought an auto part order #**-********* for knuckle steering which the vendor advertised would fit my car. The part did not fit my car due to no fault of mine. The vendor refunded the part put refused to refund shipping cost of $139.00.I bought another part order #**-********* which fit my car. It is fault of the vendor for false advertising. I am asking for a refund of the shipping fee. The agent ****** was very adamant.

  

  Business Response

  Date: 10/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **. 
  
  On 9/3/23, ********** placed an order for SKU: ***************** - 2008 ****** ********** Steering Knuckle Assembly and opened a return request on our website on 9/28/23 for Bought by Mistake.
  
  The order has already been refunded as of 10/7/23, however, the outgoing shipping costs they paid for the part is non-refundable and as stated on our website, I got a wrong part, who pays for return shipping?
  We do not offer return shipping reimbursement regardless of the party at fault. All returns are freight prepaid by the customer.
  
  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: 11/18/2023

  This complaint has not been resolved.

• Initial Complaint

  Date:09/29/2023

  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.

  On 09/08/23 I contacted a rep at parts geek to confirm the fitment of a part from ********* *****. The order was ORDER #**-*********. The rep assured me that the part would fit my 73 ******** ********* with ***, 2bbl, A/C, P/S, auto and directed me to the purchase web page to proceed. After purchasing the item, I found that the item was in fact he wrong part and went to the return page to start a return. I was provided a RMA # ******* and proceeded with the return, only to find out that I had to pay $67.09 to return a part that they confirmed would fit my car. When I talked with a rep on 09/29/23 to find out how I am responsible for their error I was told that there was nothing they could do about it. So the total cost of their error now costs me $260.62 for the part and 67.09 for shipping.

  

  Business Response

  Date: 10/11/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/7/23, ****************** placed an order for SKU: ***** - 1965 ******** ********* Exhaust Pipe (*********) through one of our sales associates and 9/23/23, ****************** opened a return on our website under Bought by Mistake and sent the part back to us under **** ****************** and was delivered on 10/5/23.
  A refund has been issued as of 10/10/23, as stated on our return policy it takes up to 14 days from the delivery date for refunds to be issued as it undergoes inspection and processing before any refunds are issued.
  Unfortunately, as for the return shipping costs paid, we are unable to issue any refunds since the return that was set up is "Bought by mistake" and our website indicates, I got a wrong part, who pays for return shipping?
  We do not offer return shipping reimbursement regardless of the party at fault. All returns are freight prepaid by the customer.
  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: 10/12/2023

  [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:
    It was their agent who assured me that the part was correct, and, sent me to the web page to complete the order. The closest reason that I found was that it was the wrong part.

  I did receive the refund for the part, however if they do not authorize the refund for the shipping I will find a competent place to do business. 
  
  Regards,
  
  ***************************