Complaints

This profile includes complaints for Parts Geek LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parts Geek LLC

  Doylestown, PA 18902-6612

  
• 

  Parts Geek LLC

  1 Oxford Valley Ste 850 Langhorne, PA 19047-3318

  
• 

  Parts Geek LLC

  3900 Mechanicsville Rd Bldg 7 Suite 213 Doylestown, PA 18902-1669

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2023

  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.

  On August 9th, I purchased a 2017 **** **** Purge Valve from Partsgeek under order **-********.The part arrived on August 12th and was installed August 19th.The following week, I started to receive other OBD codes related to my fuel system. After 3 weeks of trying to work through various possible solutions. I scheduled time for the dealer to diagnose the issue. That incurred a diagnostic and repair cost of $183.12 with the replacement part for the defective one provided by Partsgeek.On 9/19 the dealer diagnosed the issue and noted that the part that was provided by the retailer was defective and failed its electrical test.I called Partsgeek on 9/19 and sat on hold for over an hour waiting for service.I called again on 9/21 and used the automated system to request a call back. There was no call back from Partsgeek On 9/21, I submitted a return via their online system and it is asking me to send the defective part back at my expense.On 9/26, I called parts geek again and waited on hold for 40 mins before opting for the automated system.I am asking that the vendor refund me for the defective part and allow me to discard the part or for the vendor to provide me a paid return slip/packaging and to refund me what I originally paid for the part.

  

  Business Response

  Date: 10/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **.
  On 8/9/23, **************** placed an order for SKU: ***-*** - 2017 **** **** Purge Valve in which they reported to be defective on 9/21/23.
  Unfortunately, Parts Geek has no control over part defects as this may have been caused during the manufacturing process, but we will definitely help **************** in getting the part returned and refunded.
  In good faith with the BBB and **************** a return label was issued today which will be sent to the email address used to place this order on our website.
  Once this is received, a refund will be issued within 3-5 business days as it will undergo inspection and processing.
  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

  [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:09/25/2023

  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 a part from this company last month. This part, when purchased, had a core return. Which states that when I replace the part in my vehicle, I can send the old part back to the company for a an amount of money. I purchased a steering column from them and replaced it on my 2003 *********. When I replaced it, I started a return for the core. When I ran the truck, the part I bought was defective and leaking. I notified the company and after online chatting, I told the agent that I needed to return the part and not the core. He stated that I would be fine sending it back and he would notify them of full refund. Ended up, they sent me the core value and not the full. I've tried contacting this company to no avail. I spent a total of $287.73 and had to pay 50.93 for shipping the part back. I was reimbursed $120.60, which was the core value. I'm seeking a return in the amount of $144.43 plus $50.93.

  

  Business Response

  Date: 09/25/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/12/23, *** ********** placed an order for SKU: **-**** - 2003 ********* ********* **** Steering Gear and on 8/25/23, *** ********** opened a return through our website to have their core sent back and refunded.
  They shipped the part back to us on 8/28/23 and was delivered on 8/31/23. It was not after the part was processed as a "Core Return" did *** ********** notified us that they return their original part and not their core and when this was provided to us, we notified the warehouse, however, this was already processed and handed over to the manufacturer.
  Since *** ********** did not notify us beforehand that they were shipping the original part, we were not able to update the return reason, but in good faith with the BBB and *** **********, we have issued the remaining refund of this order and should 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:09/20/2023

  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.

  Bought parts using their ****** payment option. Payed extra for expedited shipping. They received my payment but never sent confirmation of my order that it had been neither received nor shipped. Called partsgeek and was on hold for over 40 minutes but never spoke to any representative or persons concerning my order. My parts should have arrived at my address already, but still have no confirmation that my payment was received or been shipped out, or any tracking number. This business is extremely unprofessional and borderline thieves.

  

  Business Response

  Date: 10/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We are sorry to hear about your experience with your order through Parts Geek.
  
  Would ****************** able to provide us the Order Number or the Name on the order that they are having issues with?
  
  We attempted to pull up the information based on what was shared on this complaint but cannot locate an order under her name.
  
  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:09/19/2023

  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.

  I have tried contacting them since before the item was shipped I have reached nobody. Stay on hold for long periods of time have not been called back by the wait in line feature not did it recognize my information on the online process. All I wish to did is get a refund and nobody has helped what so ever.

  

  Business Response

  Date: 10/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/12/23, ************************ placed an order for SKU: *********** - 2008 ***** *** **** Wheel, and on 9/14/23, we were informed that ************************ wants to return the part they purchased for a refund in which we issued an RMA Number and a Return Label.
  The instructions and the return label has been issued to the email used by ************************ to place the order and once this has been received back, it will undergo inspection and processing before a refund can be issued which takes 3-5 business days.
  As of 10/2/23, the return label we issued has been unused.
  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:09/18/2023

  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 bought a CV axle on the 9/8/23 today is the 9/18/23 the CV axle has not came out of the warehouse here is the tracking number ************ I've been taken **** $ 60 round-trip for 7 days

  

  Business Response

  Date: 09/19/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/8/23, *** *** placed and order for SKU: ******* - 2003 ****** 350Z CV Axle Assembly (******* Axle).
  Per our warehouse, this was shipped via *****: ************, but upon further review, this has not shown any scans or updates on the ***** Website which is why our team has reached out to the warehouse in order for us to validate this information with *****.
  As of this writing, our warehouse is currently waiting for ***** to provided further information as to where the location of the package is, or if this was handled over a different tracking number.
  We will update *** *** immediately and we ask for his patience while we work with ***** to correct the issue.
  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:09/16/2023

  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 Number ************ RMA # *********** I ordered SKU ******* and SKU ********* totaling $249.45.******* was sent with ***** tracking number ************. I received part number GDS1414 (completely unrelated to this order or vehicle) in this package. Upon contacting customer support via chat I was instructed to initiate a return. I was told that a return would need to be received and processed before the money would be refunded. I was also told that I could reorder the part. I needed the correct part on the date I received the other items in the shipment. This mistake is costing me valuable time and actual rental car fees. Returning the parts, waiting for reimbursement and reordering the parts will take over ten days to complete. The company needs to ship the correct part as ordered as soon as possible. Returning the part I received is an actual loss to them as its value is below the shipping cost. Furthermore, I was notified by a representative of there support team that the company does not even carry the correct parts and recommended that I order the parts through ****** or ***** I will print the shipping label and return the incorrect part that was sent. I need the correct part sent as soon as possible though. Reordering the part after a refund will cost me additional shipping and take longer than necessary. I simply need this contract fulfilled, not a refund. If the company does not in fact have the correct part as listed this needs to be escalated to false advertising. I am also asking for store credit in the amount of $318, the amount of two days rental car, 1/10 of what this resolution is costing me.

  

  Business Response

  Date: 09/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/11/23, **************** placed an order for multiple parts, but reported that SKU: ******* - 2002 ******** **** * ******* Stabilizer Bar (******) and they received a different part.
  Our team immediatelty opened a return request and a return label was sent to *****************
  Unfortunately, we are unable to send out replacement parts, but we will issue a refund within 3-5 business days once the incorrect part is received back at our warehouse.
  As for the reimbursement of their rental vehicle, as stated on our website, My part is wrong, do you pay for damages?
  We do not cover any expenses that occur as a result of the installation of an incorrect 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: 09/30/2023

  [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:
  
  The part has been returned and has been sitting in their warehouse since the day before they replied to this complaint. The return is still waiting warehouse.  

  I don't want a refund, I want the part I purchased. I will obviously accept my money back if they cannot fulfill the order though. 
  
  They are falsely advertising a part that they do not carry. They offer no replacement for the wrong part. They only offer a refund after the wrong part is returned. This is an awful and unethical business practice. My money is being held until their mistaken shipment is returned to them. I do not belief this is a mistake at all though.  They are listing parts they do not carry (as stated by their support team) and shipping a hostage item to keep my payment. If I fail to return the wrong item I'm out the money. In the mean time while I return the item, they are collecting interest on my money during the shipping and processing time. 
  

  I will never order from this business again and I highly recommend they be shut down. 

  Regards,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

  We're sorry to hear that **************** did not agree to our explanation of our return policy.
  
  As mentioned on our previous response, the part once received, undergoes inspection and processing to ensure that this is within the return policy.
  
  As of 10/2/23, a refund has already been issued for the part that was returned and should have already reflected the same payment method that was used by *****************
  
  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:09/16/2023

  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.

  The part that is listed by Parts Geek to fit my vehicle did not fit. I arranged for a refund, but Parts Geek will not prepay for the refund even though it is their error. The cost to ship it back will cost me a minimum of $68.00 (***). USPS shipping rate was $210.00. ***** was about the same as the post office. The part with shipping was approximately $122.00. I am very dissatisfied with the situation.

  

  Business Response

  Date: 09/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/15/23, *** ****** placed an order for SKU: ******** - 2012 ******* ****** Engine Cover and a return request was opened by *** ****** on our website as "Bought by mistake"
  As stated on our website, all returns are prepaid by our customers, but in good faith with the BBB & *** ******, a return label was issued for this part.
  Once received by our warehouse, a refund will be issued inn 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:09/13/2023

  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.

  A car part was ordered from this company on July 17, 2023 for the amount of $471.82; tracking number ************ and order #**-********. The part arrived on July 25, 2023. The package was not opened until on or about August 20, 2023 by my mechanic. The part was broken in 2 areas (shown to me by my mechanic and I took pictures). I called the company and stated that the part was broken and I wanted to return it. First they said it had been 30 days since the order was placed and they have a 30 day return policy. They will not return or exchange the part, even if it was received broken. Then they sent me a return authorization email, which is what I needed to process the return. When I called them to obtain a shipping address, they answered that the shipping company will have access to the address once I give them the *** # Parts Geek provide in order to make the return. Mine was ***********. This was FALSE as I looked pretty dumb when I went to ***** and said the latter. When I tried to contact Parts Geek directly, I asked to speak to the manager, he said his name was "******" and said "I don't have a last name." He also said he could not give me the address. I even told him about the warranty on their merchandise and he said they will only honor if the part was installed and it was defective. He said they will not be exchanging, refunding or providing an address to return the part. So disappointed with this situation and this company!

  

  Business Response

  Date: 09/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/17/23, **************** placed an order for SKU: N02-611 - 2015 ******* MKC Turbocharger which was shipped and delivered via ****** ************ on 7/25/23.
  We were notified by **************** on 8/30/23 that the part they received was damaged.
  Due to the time frame that elapsed, our warehouse is unable to file a claim with the carrier since this already exceeded the 30-day period from the date the part was delivered.
  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: 10/04/2023

  [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 am not a mechanic and don't have any professional background to have known that the autopart I received was broken.  My mechanic was able to identify the damage as soon as he opened the box.  The 24 hour return policy should be re-considered when lay people are purchasing these auto parts.  I have included a letter explaining my case.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/17/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We are sorry that **************** does not agree with our explanation of our return policy.
  
  We could've accepted the return if it's within the 30-day period since our warehouse will be able to file a damaged claim, however, since this was made outside of that 30-day period, our warehouse is not able to file a claim anymore and cannot 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:09/13/2023

  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 4 items (1 item was a kit). I recieved 3 items but missing one. on the tracking information they (PartsGeek) emailed me, shows both the belt tensioner and assessory belt was shipped together. However, they were not shipped together. The belt tensionor was not included in the package. I have the package slip showing that they only shipped the assessory belt. I called them last week and told the customer service rep, but she said it will be shipped with other shipment. I just received it, and it was not included. I've called sereval times, but the message machine says they are busy to either call back or request a call back. I haven't received a call back at all. I used the online customer srvice rep, and they just refer me to fill out the request online. BTW - I already did that over a week ago. I never received a response. I just want my part or give me a refund. The price was $45.43 plus tax.It's a shame a company like this can't take care of their customers and so we need to try this route.

  

  Business Response

  Date: 09/18/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/2/23 *** ***** placed an order for multiple parts, however, they reported that ***-*** - 1995 **** ****** Accessory Belt Tensioner was not included in the package we sent them.
  Our warehouse was notified of the issue, and we have issued a full refund for the Belt Tensioner which should reflect in 2-4 business days on the same payment method used by *** ***** 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:09/12/2023

  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 salesman sold me the wrong parts I needed 2 rear rotors and two rear calipers for a 2001 ***** ********. Your salesman sold me two rear rotors and one rear caliper for a 2010 *****. I told him BEFORE we finished the order that the price seems a lil too cheap and I saw the one rear caliper sets at that price. HE Assured ME THAT IT WAS TWO REAR calipers AND HE WAS WRONG. THE STUFF CAME, ONE caliper SHORT AND THE WRONG YEAR PARTS. I called y'all I did EVERYTHING Y'ALL ASKED EVEN PAID $123.45 TO MAIL THE STUFF BACK ONLY FOR Y'ALL TO CONTACT THE Post OFFICE AND TELL THEM NOT TO DELIVER My PACKAGE. THEN WHEN I TOLD 3 DIFFERENT SALESMAN THEY ALL CLAIM THAT Y'ALL DON'T DO THAT. WELL I WENT TO THE POST OFFICE YESTERDAY AND THEY gave me info and SHOWED ME WHERE Y'ALL TOLD THEM NOT TO DELIVER. I GUESS THAT WHY Y'ALL RETURN POLICY I HAD TO TELL Y'ALL MY TRACKING NUMBER AND WHICH MAIL CARRIER I USED. WELL I HAVE ENOUGH EVIDENCE TO REALLY PUT Y'ALL IN A BIND. PAY ME"VERY"SOON ON. WE'LL LET THE JUDICIAL SYSTEM TAKE CARE OF YOU GUYS. DO Y'ALL REALIZE HOW MANY TESTIMONIES ARE ONLINE supporting my and many others claims

  

  Business Response

  Date: 09/25/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  

  On 8/24/23, *** ***** placed an order for SKU: ********** - 2010 ********* ******** **** Brake Rotor and Caliper Set, however, they reported that the part they received an incomplete part which was different from what was explained during the order proccess.
  

  A return request was immediately opened for *** ***** so they can return the parts. This was received by the warehouse on 9/12/23 and due to the return process, it underwent inspection and processing and as of 9/25/23, a refund was already issued for this part which will reflect *** *****' payment method used to purchase this 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.