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:06/06/2023

  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.

  [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.  It still doesn't change the fact that I had 3 different employees tell me the same story and it took filing a complaint with the BBB to get any other resolution from them as a company. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 06/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/3/23, *** ***** placed an order for SKU: ******** - 1993 ***** *** Wheel Hub and Bearing Kit, however, they reported that the part they purchase was defective on 6/6/23.
  Due to a miscommunication with our representative, they were informed that the part does not warrant a return label so it can be sent back for warranty, but this was corrected and a refund was issued today, however, *** ***** filed a dispute/chargeback with their financial institution which prevents us from issuing the refund to them directly.
  At this point, *** ***** must work with their financial institution due to the chargeback and wait for the investigation to complete, or for them to cancel/close the chargeback so we can address this issue further.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/06/2023

  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 a driver front strut for my ****** ****** and a passenger from strut. Order # **-******** on January 27th 2023. I received the parts. My mechanic installed the parts and after 1,000 miles the driver front strut starting making clunking noise while going over bumps. Then after 1,500 miles the passenger from strut started making the same noise while going over bumps. I took my ****** back to my mechanic and he said the two front struts are defective and need to be replaced because the main center bolt are loose. They cannot be tighten. It’s a defect from the manufacturer. I started a return process from parts geek, the parts are under warranty. Parts Geek sent me an RA. Inside the RA states must be shipped in original package. My mechanic didn’t kept the original packaging. And it will cost 39.00 per strut to ship back to Parts Geek. That’s 78.00 dollars. My order total was 351.00 dollars. To make matters worse, how to I get my parts replaced? My mechanic can’t keep my van on a lift for a few weeks. Parts Geek offer no replacement until they receive the original parts? Struts are a major part of the front suspension. Parts Geek purposely makes it difficult and expensive to ship defective parts back. To discourage customers from returning defective parts. Now I need to pay my mechanic twice for defective struts. I’m out of money all the way around. I want a full refund. The parts are defective. Or send me replacement parts. 

  

  Business Response

  Date: 06/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 1/27/23, ******************** placed an order for SKU: ****** - 2011 ****** ****** Strut and Coil Spring Assembly (KYB).
  On 6/6/23, this was reported to us as defective. As stated on our website, almost all our parts include a 1-year warranty in which our customer can return defective parts and once this is inspected and processed by our warehouse, a refund will be issued.
  Unfortunately, we do not do part exchanges or replacements and they need to be sent back and we will issue a refund and any replacements will have to be reordered.
  We have issued a one-time courtesy return label that can be used to send the parts back to us for a refund.
  The original box does not need to be returned as it is only for parts that are being returned as "new" and "unused".
  They may use a regular brown box to send the part back to us and they will be refunded within 3-5 business days once this has been received.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/03/2023

  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.

  Ordered auto parts advertised to fit my vehicle. Upon receipt, the part were not compatible. Partsgeek was agreeable to the return, however the return expense (in this case $160+) was my responsibility. Apparently their policy does not pay for return shipping, even if they admit fault.

  

  Business Response

  Date: 06/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 4/16/23, ******************** placed an order for SKU: ********** - 2016 **** ******** Brake Pad and Rotor Kit, however, they reported that the part doesn't fit.
  A return was submitted and the part was returned to us and a refund has been issued on 5/31/23.
  Unfortunately, as per our Policies page (**********************************************************), 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 we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/03/2023

  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 made a purchase and used the provides ****** checkout feature. ****** Auto-generated my old address and I manually changed it to the correct in both billing and shipping. Not sure how or why it changed back but the a partsgeek rep stated this was a Known issue. I was unaware of the wrong delivery address until checking the tracking with package still in travel. I immediately called partsgeek and they instructed me to call *** and change the address but *** said "they were unable to do so because the shipper selected an option which does not allow any changes by receiver." I called partsgeek back and tried to relay this to a partsgeek rep and then their supervisor. I was made to call *** four different times with a supposed solution and each time was told by a *** that such was not true. Such as waiting for it to be on the truck for delivery and then they would beable to reroute back to shipper. That once again was inaccurate and I again had to waste another hour (five hours in total now) calling parts geek and eventually spoke to a reported supervisor. The partsgeek supervisor said he would reach out to the actual 3rd party shipper to correct the issue (allow reciever to make changes) and would personally call back within a half hour. He did not call back and they part was delivered to the wrong address (an hour away and I no longer know who owns the home.) Each rep just said what they wanted to get me off the phone. They now refuse to issue a refund because I have no parts to send back. This has been absolutely infuriating and near fraudulent. I don't know why ****** would be an allowed check out method of this is a known glitch. I also don't understand why no one there was willing to address a correctable issue when we were able.

  

  Business Response

  Date: 06/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/23/23, ********************** placed an order for SKU: ******** - 2014 **** **** Super Duty Ignition Coil and Spark Plug Kit (DIY Solutions), however, they reported that the address on the order was different from what they intended it to be shipped to.
  The Parts Geek Website only uses the address provided to us during the time the order was placed, if there are issues with any addresses associated with PayPal, we have no control over this since this is a third-party which our customers can use to pay for the part they're ordering.
  We confirmed that the address that was on the order was the same address associated with ************************** address on the order.
  Unfortunately, once a package has been shipped, we can no longer change the address and this appears to have been delivered already.
  If ********************** thinks this was fraudulenty placed by ****** to an address they do not use, they can appeal this with ****** to investigate the issue.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/02/2023

  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.

  I order a package from PartsGeek.com order # **-******** I paid 394.03$ in that amount I paid a 6.49$ to insure the package and its safe arrival. it showed it was delivered but when I arrived home it was missing. I paid for insurance and parts geek is saying they won't replace the item and refund my money. when I called parts geek, we got through to *** the manager I put my advocate on the phone and *** the supervisor and he kept saying " get off the phone and let your wife speak " . I am not married I don't know why he would say that we hung up and attempted to speak to someone else. when he was told we called again he got back on the line and continued to harass us his first words were " what did I tell you? we aren't going to help you " . *** the supervisor on the 2nd phone call was so upset and saying he won't speak to my advocate, continued to be little both of us' raise his voice. stating his opinions about us saying everyone is entitled to their opinions. I was looking for a replacement but i really just want a refund and deal with another company .HE SPECIFICALLY SAID THE ONLY REASON HE ISNT GOING TO REFUND ME IS BECAUSE MY ADVOCATE WAS ON THE LINE FOR ME. HE IS USING HIS POWER AT PARTSGEEK TO GET BACK AT ME BECAUSE HE WAS UPSET WITH " THE WAY WE SPOKE TO HIM "

  

  Business Response

  Date: 06/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/23/23, ******************** placed an order for SKU: *************** - 2016 *** ***** Wheel Hub Assembly (FAG) and was shipped via ****** ************ and delivered on 5/25/2023 at 11:23 am.
  This also includes shipping insurance which allows us to file a claim with ***** in case the part is lost, but this doesn't mean that a refund can be immediately issued since this will still be subject for *****'s investigation if a package is lost.
  Picture Proof of Delivery is also available on the ***** website that shows it was delivered at the address on the order, however, they reported that this was lost and they never got it.
  The warehouse was immediately notified, however, ***** has denied our request for a claim since they have confirmed it was delivered on the address on file and they were able to provide the Picture Proof of Delivery.
  We have relayed this to ******************** and explained that we do not have control over the investigation conducted by ***** and Parts Geek can only file a claim on their behalf and the results are only relayed to us by ***** after the investigation has finished.
  Regarding your experience with the Supervisor you spoke with, we'd like to also extend our sincere apologies for the issue, rest assured that our team has been notified and we're currently invesitgating this and we will ensure proper feedback and training will be provided to prevent any similar issues from happening again in the future.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:05/27/2023

  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 May 16 2023 I purchased brake pads and rotors for my **** off their website for $122.10. They came quickly and were totally wrong, I contacted them and they will not pay shipping even though it is their fault and the shipping to return. Is almost $100. Their customer service told me they didn't care if they made a mistake and I could either pay the shipping to receive the refund or just throw the parts away.

  

  Business Response

  Date: 05/30/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  Upon further review, the order was placed directly by ****************** through our website without the assistance of our associates, however, we will be more than happy to assist ****************** if he is eligible for a return shipping label from us. 
  As stated on our listing, the part fits the following models:
  Vehicle    Sub Model
  2009-2010 **** ****    Sport
  2008-2010 **** ****    Limited
  2007-2010 **** ****    SEL
  2007-2010 **** ****    SE
  2007 **** ****        SEL Plus
  If ****************** can provide us his VIN for us to help identify if this was a mistake caused by an inaccurate listing, then we will make sure arrangements are made for a return label to be issued so he won't bear the cost of the return shipping fee.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:05/26/2023

  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.

  [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,
  
  *********************
  told them if the second part came in damaged because I didn’t package it any better I would protest the charges. Now they have almost 1000 of my dollars and I have nothing. I have called them 10 to 12 times maybe more and they have failed to return a single call . Today when I asked for two tracking numbers and why they couldn’t give them to me they hung up the phone. I just want my money back and to no longer do business with parts geek because they’re horrible. I have attached pictures of both condensers, and the damage is very similar.

  

  Business Response

  Date: 05/30/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/15/23, **************** placed an order for SKU: ******** - 2009 ******* *** A/C Compressor and Condenser Kit, however, it was reported to us that the parts arrived damaged and after gathering more information abouty the issue, we sent an RMA Number and Return Labels for them to send the part back to us for a refund.
  On 5/19/23, a second order was placed by **************** for the same part, and unfortunately, it arrived in the same condition as the original order came in which was damaged.
  Our warehouse was made aware of this issue again, and offered to reship the parts, but **************** declined this and requested to just send the parts they received on the second order for a full refund.
  We are working with the warehouse to issue another RMA Number along with the Return Labels needed to send the part back to us and once this has been received, they will be refunded within 3-5 business days.
  Regarding the damaged parts, we have provided the necessary feedback to our warehouse to ensure that we review our packaging procedures in order to prevent any similar issues from happening again to **************** and all of our customers.
  Rest assured that we're doing all our best to address this issue and also to immediately resolve ******************** issue on both orders and we will continue to communicate with him directly to arrange the return of the second order.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:05/22/2023

  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.

  Shock absorbers for my 2007 and a half ***** *** extended cab, 6.7 diesel ****. I had them looked them up and send them to me. This is the first time I ordered and I received to sets of rear shocks. One set of rears for a **** truck one set of rears for a ***** truck. They never answer their phone. When you leave a callback number they never call back. I'm talking about close to a week of trying. The only way to communicate was with a chat and they didn't know what they were doing. I finally got these sent back I don't know if they've reimbursed me or not yet. I didn't know how bad this outfit was and I ordered the shocks myself this time. I ordered for a 2008 ***** *** to stop the confusion of a mid-year change. I got a set of shocks for a ***** ****** 4x4 rears and a set of rears with zero left for a *****. I ordered for a 2008 ***** *** extended cab 4x4 with 2 to 4 inch lift 0 to 1 in lift on the rears. They were all ********* shocks. I have not been able to get a hold of them as usual but I have done the chat and I'm being told I ordered for a **** ***** and it's my mistake. So now they're just ignoring me. The shocks are not for a 2005 ***** front and rears. I copied my order off the computer as I made it. It shows for a 2008 *****. The part number on their site and the part number on the boxes is a totally different system. I had to go to another seller to find out what the shocks fit. They would not tell me. I have not received a return slip and instructions. They just tell me it's my fault for ordering for a 2005 *****. I have proof I ordered for a 2008. If I did order for a 2005 I would have at least got front and rears that would have checked out to be for a 2005 ***** which didn't happen. I would like a refund. I looked up online and there is a lot of people very unsatisfied with this company. My order number is **-********

  

  Business Response

  Date: 05/25/2023

  Please accept our apology for the bad customer service which you have received. 
  ************** placed an order for SKU: ***** - 2005 ***** *** **** Shock Absorber (Qty. 2), and SKU: ***** - 2005 ***** *** **** Shock Absorber (Qty. 2), however, on 5/15/23, *** ***** reported that the parts they received were from a different vehicle.
  Initially, a wrong return reason was set up which is why *** ***** didn't receive a return label, but this was corrected and return labels were issued for the parts to be sent back to us.
  Once the parts are received, it will undergo inspection and processing before a full refund can be issued which takes 3-5 business days.
  Again, please ac

• Initial Complaint

  Date:05/22/2023

  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.

  Trying to return a part to parts geek but can't get them to send a return slip to put on the box were they pay for the return shipping because they sent me the wrong part. as soon as I seen the part outside my house I knew it was wrong, because on the side in red words and numbers it said it was for a 8' foot bed, mine is 6 3/4 ft bed. tried to return it. had to wait till the next day April 28. total for the bill, plus tax and shipping was 971.45. still trying to get them to send me a return shipping slip and I want my 971.45 back on my charge card.

  

  Business Response

  Date: 06/23/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 4/26/23, ************** placed an order through one of our sales associates for SKU: ********** - 2012 **** **** Super Duty Pickup Bed Panel, however, they reported on 4/29/23, that the part they received was the incorrect size.
  An investigation was conducted and it was confirmed that the issue was caused by one of our associates ordering the wrong part on behalf of ***************
  We instructed ************** to damage/destroy the part and send us photos which we will forward to our warehouse for them to get a refund.
  On 6/7/23, these photos were received and forwarded to the warehouse and a refund was issued on the same day which should have already reflected ****************** account.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:05/20/2023

  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.

  **WARNING! STAY AWAY! BUYER BEWARE! SCAM SCAM SCAM!**We ordered a *** Engine Cooling Fan and received a knock-off **** ******* fan that arrived in a very nice shipping box in flawless condition (the box). But, upon opening the box, it was obvious the part was broken before packing. No number or email to contact the company was available. Only "fill out this form, and we'll get back to you." Painful process. Not conducive to any business buying from them. Yes, we finally received an RMA and shipping label via email (Admittedly, the label was the nicest and easiest part of this restrictive process). We had to pack the box, follow VERY strict steps to ensure our return would be accepted. And then take the box to a ***** center. Who paid for that employee's time to pack and drop-off, gas, milage, etc.? We did. Finally received an email stating that the return and refund was accepted. However, the amount was way less than what we had paid. They taxed the shipping, and deducted the tax on the shipping, AND the shipping costs from my refund. Both highly illegal and immoral. Partsgeek.com sent a broken part! And the customer has to pay for their lack of quality control? Shipping? Tax on shipping? SCAM! While we pursue legal, regulatory, and civil action, we recommend that you stay far far away from this sham of a company. DON'T BUY FROM PARTSGEEK.COM EVER!!! PAID: Subtotal: $483.43 Shipping: $17.98 Tax: $41.35 Total: $542.76 REFUND: Item Subtotal: $483.43 Tax Refunded: $39.87 Refund Total:$523.30 You do the math and call your local lawmakers to put these scammers out of business!!!

  

  Business Response

  Date: 05/24/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 5/5/23, ****************** placed an order for SKU: ***** - 2012 *** X3 Auxiliary Fan Assembly in which they reported on 5/15/23 that the part they received was damaged and cannot be used.
  Parts Geek immediately submitted a request for return and issues a return label to ensure that ****************** is able to return the part and get a refund for it.
  A refund was issued on 5/18/23, however, ****************** disputed that the shipping cost from their order was not included.
  As stated on our website, How much will my refund be?
  Refunds will be issued on the part itself minus any discounts. Outgoing shipping charges are not refundable for any reason. Your total refund amount will be listed on your refund e-mail.
  However, in good faith with the BBB and ******************, we issued a refund for the outgoing shipping costs.
  While we thoroughly inspect parts and ensure adequate amount of protection is placed inside the packaging to ensure the parts don't get damaged, there are instances where parts are damaged during shipping due to the carrier's handling.
  ********************** feedback has been forwarded to our warehouse to ensure we provide better services to our customer's and also take more steps to ensure each part that comes out of our warehouse has enough protection to prevent it from being damaged from improper handling during shipping.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.