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:03/17/2023

  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.

  Brought a item (Starter for 07 ******* **) off of this company for amount of $92.66 on 3-12-23 , and the item was not delivered to the right delivery company, and the item went to the wrong delivery company, and the item is being delivered back to the Seller due to the mishaps by the Seller, the Seller refused to corporate with me, and/or give me back my full Refund back for this item..Order Number: ************** Date of purchase: 3-12-23 Time of purchase: 12:41pm

  

  Business Response

  Date: 03/20/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  Upon further review, we have determined that the order that **************** mentioned was placed on **** Marketplace and not through our website which is partsgeek.com.
  
  Due to ****'s policy, all correspondence including refund requests must be coursed through their platform.
  
  ****************** must directly contact the seller through **** and request for a refund.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 03/24/2023

  [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:
  This is not what the complaint is about and I hate being lied to about the method of delivery you use because I checked the tracking number for the item and you used the the wrong carrier service, I have took it up with ***** they said that it was up to the Seller to refund for this item..
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 04/19/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We're sorry that **************** does not agree with our explanation about ****** policy for returns and refunds, however, due to the policy that **** has, they would need to contact the seller's account directly on **** for any returns and refunds needed for the order.
  
  Parts Geek does not have access to their payment/refund information since this was purchased through **** and not Partsgeek.com
  
  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:03/16/2023

  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 have ordered a set of rear rotors and calipers for my 01 ***** ****** upon receiving the package I noticed that they had sent me 2 rear right side calipers not a right and left side I then contacted them via their customer service and they made a claim ticket and have said to wait 24-48 hours for someone to contact me via email 2 and half days later I received another email asking to provide pictures of the wrong parts which I did so by next morning 2 more days later no contact from them I then call them and again was told to wait another 24-48 hours now it has been 6 days since I first called and ask them to fix the problem I just want them to send a left side caliper to fix their mistake I spent over $500 plus shipping and have not received the correct part Ordered Feb 26th 2023 Order# **-********

  

  Business Response

  Date: 03/17/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/26/23, **************** purchased SKU: ********* - 2001 *** ***** ** **** Brake Pad and Rotor Kit, and on 3/10/23, we were notified that they received an incorrect caliper from the kit.
  A return was set up for this order in order for **************** to send the kit back to us for a full refund.
  Unfortunately, as stated in our policy, I want to return my item, but I used some of the hardware. Can I return it?
  We cannot accept returns on any part that is missing parts, hardware, or instructions.
  Once the part has been received by our warehouse, a refund will be issued within 3-5 business days.
  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:03/16/2023

  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.

  On 1-25-23 I ordered a starter and 2 wheel bearings for my 2004 ****** ******. I sent the starter back and received a refund in 3 days. When I received the bearings I got one and had to file a report for the other. I Later sent the back for a refund. The parts where received at the warehouse on 3-4-23. When I called about my refund I was told I would have my refund in 24 to 48 hours. When I talked to a supervisor named *** on 3-16-23 he said I would have my refund by 3-22-23. When I tried to explain that the policy is 3 to 5 days he got somewhat nasty so I did as well. I explained that I would be contacting BBB and my state AG about this and he said ok like it was not a problem. If my account is not refunded by 3-22-23 I will file a complaint with the AG. Your help in this matter would be appreciated.

  

  Business Response

  Date: 03/17/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/24/23, ************** purchased SKU: ********** - 2002 ****** ****** Wheel Hub Assembly Set, however, a delay caused one of the parts to not ship out on time but was corrected and delivered to ***************
  On 2/20/23, ************** notified us that they wish to send back the parts instead for a full refund in which our team set up a return and the parts were received by the warehouse.
  Upon further review, a refund was already issued for this order on 3/17/23, which will take 2-4 business days to reflect ****************** payment method used to purchase this part.
  Refunds are normally processed 10-14 days from the date the part has been received by the warehouse.
  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:03/11/2023

  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 ordered parts and tried to immediately cancel and they refuse to refund my money.

  

  Business Response

  Date: 03/14/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 3/10/23, ****************** purchased SKU: ******** - 1998 *** ***** Control Arm Ball Joint Tie Rod and Sway Bar Link Kit through our website, however, on 3/11/23, they reached out to us stating that they want to cancel the order.
  As stated on our website, Can I Cancel My Order?
  We do not accept order cancellations because we often package products within an hour of ordering which is why we don't have the ability to cancel orders. We begin the order process as soon as the order is placed.
  The warehouse confirmed this already shipped out via **** ****************** and is scheduled to be delivered on 3/15/23 on or before 7 pm.
  Should ****************** not need the part anymore, they may refuse it during the delivery and once the part is returned back to us, a refund will be issued within 3-5 business days, however, we also confirmed that they filed a chargeback with their financial institution which may further delay the refund since we would have to wait for their financial institution to resolve this case or for ****************** to close the case directly.
  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:03/08/2023

  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 own an automotive shop in killeen,tx, I recently purchased a timing kit, recieved it but it was missing one camphaser that's it, company refused to overnight the missing part due to them not wanting to break apart another kit!!! Wanted me to ship it back wait to be recieved then they would send new kit. I've lost a customer over this horrible customer service!! I googled cooperate contacts for this company and a lady called me Monday, said she would check o. It and call me by end of day, we'll she never did so I called her yesterday, she said I'm sorry but I can't make warehouse ship the missing item I have no control over warehouse..... ok so you are at cooperate level and you can't get a ware house to fix a customers problem when it was there mess up to begin with.... no acceptable at all. So I went straight to *** ** yesterday sent package back, texted the cooperate lady told her she can check there tracking and see I sent it but I want my new package sent out same day and I want tracking by end of day or by wednsday..... Noone has reached back out, the lady refuses to answer her phone or my texts!! I'm ready to file charges on this company this is more then ridiculous at this point!!! So they cost me a customer and a 20,000 dollar motor swap expected to be started on April 30 2023 and now my customer will not bring it back because we can't get one simple timing kit installed.... I'm beyond pissed I will never refer anyone to this company no matter if there parts are cheaper, I'd rather pay double and get my part when expected!!!! How can a cooperate level management not be able to make a warehouse apply customer service to an error they caused and make the customer happy??? Why does she have this level if she can't do anyrhing?? 1-************, that is the ladies cell phone that called me, don't know her name she never told me it..... this buisness should not even exist if they can't practice actual customer service skills, I did CS for 99% of my life and this is not how I handled problems with customers especially when they have a legit issue like mine! COMPLETELY DISGUSTED WITH PARTSGEEK!!!

  

  Business Response

  Date: 03/09/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/27/23, **************** purchased SKU: *********** - 2009 **** ******* Timing Set and reported on 3/3/23 that the kit they received was missing a Cam Phaser.
  A return request was submitted since we are unable to send out the missing piece from the kit which 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, after further coordination and in good faith with the BBB and ****************, we were able to arrange a reshipment of a whole new kit while the incomplete one will be returned back to us.
  We appreciate ******************** patience regarding this matter and we assure her and the BBB that steps are being taken to ensure that a similar issue does not happen 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:03/08/2023

  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.

  On February 20, 2023, I purchased a front and rear brake & rotor kit from Partsgeek for $149.22. They advertised it as fitting my 2018 ****** *******. After I installed the front, I noticed the rear was a drum brake set up, which doesn't use rotors. I called them on February 26th as soon as I noticed and customer service told me I had to ship the entire kit back. I told them that I already installed the parts because they advertised it as fitting on my exact make and model. I asked for an exchange for the rear since it wasn't the right part. He said he would contact the warehouse and they would get back to me. I recieved and email shortly after stating that since some parts were installed, I couldn't send it back. They have since took down the brake and rotor set from their website and I was only able to screenshot part of that listing. I just need an exchange for parts that were wrong on their behalf. If not an exchange then a return or a refund. I now have parts I don't need and they won't take ownership of their mistake.

  

  Business Response

  Date: 03/08/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/20/23, *** ***** placed an order for SKU: ******** - 2018 ****** ******* Brake Pad and Rotor Kit, however, on 2/26/23, they reported that the rear portion of the kit will not fit their vehicle and they were requesting this to be returned.
  Unfortunately, due to the parts of the kit have already been installed, our warehouse is unable to take the part back.
  As stated on our website, I want to return my item, but I used some of the hardware. Can I return it?
  We cannot accept returns on any part that is missing parts, hardware, or instructions.
  *** ***** also opened a chargeback with their financial institution regarding this issue, but was closed in favor of Parts Geek due the our return policy.
  Unfortunately, we are unable to accept a partial return at this time and the entire kit must be sent back for a full refund.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 03/23/2023

  [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:
  There can be an easy exchange of the rear brake pad set that was not installed for the correct part or even a refund for the amout that is advertised on website ($58). The kit that they're selling is simply shipping 2 sets together. There is no difference between a "kit" and purchasing them seperate.

   If they accept my return of the rear brake set that was not installed and still in it's original packaging or even an exchange of the correct part then that would be sufficient. They had false advertising on their website and will not correct the simple issue which was due to the company's mistake. You can see the mutiple similar complaints from BBB which is a result of their lack of accountability.

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

  

  Business Response

  Date: 04/03/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We are sorry to hear that ************** did not agree to our explanation of our policy.
  
  As stated on our return policy, the entire kit must be sent back for a full refund and we are unable to issue partial refunds for kits.
  
  However, in good faith with the BBB and **************, a partial refund amounting to $59.95 has been issued today and will reflect within 2-4 business days.
  
  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:03/04/2023

  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.

  Dare of transaction is January 30th 2023.We purchased brakes for our car. When we received the items we realized they sent us parts for the wrong car. We called and agreed how can we exchange. They opened a ticket and asked us to send them pics and the vin number for the car. We did. They emaiked back saying that it's not there faukt that we ordered the wrong parts. When we ordered the parts the website stated the parts were good for a coupe and /or Convertible which is what we have so that's what we ordered. No where did it ask for a Vin number just the year and make of the car. In the companies email back to us they state that with the vin number these parts don't work for the car and that we have to pay to return them. We advised them of what the website says and how are we supposed to know when their website says its a match for our car. It will cost almost 100 dollars to return and I shoukd not have to pay to return cause their website is inaccurate. The manager was no help and they closed the ticket out without resolving it.

  

  Business Response

  Date: 03/07/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 1/29/23, ************** on behalf of the complainant, purchased SKU: ******* - 2005 ******** ******* Brake Pad Set and SKU: ******-** - 2005 ******** ******* Brake Rotor along with other parts from this order, however, they notified us on 3/1/23, that the parts they purchased were incorrect and do not fit their vehicle.
  A return was set up for their order so that they can return the part for a refund, however, no return labels were issued.
  As stated on our website which ************** agreed upon when they placed the order 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.
  But in good faith with the BBB and **************** and **************, we have issued a one-time courtesy return label which they can use to send the parts back to us.
  Once this is received, a refund will be issued within 3-5 business days since this will undergo inspection and processing.
  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:03/03/2023

  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 ordered a part that was verified online for my vehicle with free shipping.then the wrong parts were delivered and I was told it was my fault for not talking to someone in person and had to pay 58 dollars in shipping charges to get part of my money back which hasn't occured yet.i would like the money I had to pay to ship this part back.as I do not feel it is my fault .there website says it will fit my vehicle it should fit or tell you to call and verify which it didn't.thanks

  

  Business Response

  Date: 03/07/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 2/15/23, **************** placed an order for SKU: ******** - 2007 ****** ****** Brake Rotor, however, they reported that this was not the right part for their vehicle.
  Upon further confirmation with one of our associates, it was confirmed that the part **************** purchased is incorrect for their vehicle which is why a return was opened on 3/1/23.
  As of 3/7/23, a refund has already been issued by the warehouse for the part which will reflect the same payment method used by **************** in 2-4 business days.
  Unfortunately, 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.
  We are unable to refund the shipping costs paid for by *****************
  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:03/03/2023

  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 paid almost 300 dollars for a ***** alternator and it did not fit and thus i returned it via ***** and once the package arrived they claimed i put a bottle of a liquid of some sort . Im a serious person and i did indeed send that alternator via ***** ive been being given the run around for weeks now and i am disappointed by their service

  

  Business Response

  Date: 03/07/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 1/20/23, ********************** placed an order for SKU: ****** - 1993 ****** *** Alternator (*****) and was shipped via ****** ************ (16.6 lbs / 7.53 kgs) and was delivered on 1/26/23.
  They reported on 2/16/23, that the part they received was incorrect and would not fit their vehicle so our team immediately submitted a return request along with a return label that they can use to send the part back to us.
  However, the warehouse notified us on 2/24/23, that the return made by ********************** did not contain the Alternator, but a Bottle/Vial containing liquid.
  Further investigation shows that the return label we provided which was used by ********************** weighs only a total of 1.2 lbs / 0.54 kgs which matches the weight of the Bottle/Vial containing liquid and not the Alternator we sent (****** ************).
  Unfortunately, our warehouse cannot issue any refunds until the Alternator is sent back to us by **********************. We would suggest that ********************** reach out to ***** if they think that the package they sent was tampered with by ***** during transit.
  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:03/01/2023

  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 **/******** * oil filters part #*****-******** Oil filter comes with seals for oil filter cover. This company they put all the seals on site with the pictured, the oil filter I purchased was the cheaper one was with the seal. I did not receive the seal with my order. They can not sell and oil filter without the seal, it will leak. I called them 4 times and they ignored me. They are also refusing to refund me.

  

  Business Response

  Date: 03/01/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 2/10/23, ****************** purchased SKU: ****** - 2011 ********* Oil Filter, however, they reported on 2/25/23, that the Filter they received does not have any Gaskets.
  Per our catalog, this is only the actual filter and does not include anything else which was also discussed with him by our Customer Service Team when they called to report the issue on 2/27/23.
  In good faith with the BBB and ******************, we have issued a courtesy refund for the items they purchased for this order which will reflect within 2-4 business days.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.