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:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a headlight replacement kit on December 30th, after being told by a local mechanic that it was the only way to solve my problem. This wasn't the case. But before I could have the headlights installed, further problems made the car unusable. After attempting to fix it, I've resigned myself to the fact that my car is now officially dead. This means that I have no use for the new, unopened headlight kit that I ordered from "no hassle" PartsGeek. The site claims no hassle returns, but in bad faith will reject absolutely every request that is made after the 30 day period. They lose nothing accepting a return of a new, unused item. I'm out a car and the thousands of dollars required to get myself back on the road in a vehicle. But this company told me to jump in a lake when I requested a simple return, as if their hands were tied. They have every capability of accepting this return, they simply choose to not provide service to customers that would bring them back in the future. Instead, they treat customers as marks and are happy to discard them afterwards.

  

  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 12/30/22, **************** purchased SKU: ****-***** - 2005  ***** ****** Headlight Assembly Set from our website, however, on 2/28/23, they reported that they no longer needed the part and wishes to send them back.
  Unfortunately, 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.
  **************** accepted these terms when they placed the order on our website.
  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:02/26/2023

  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 pair of leaf springs advertised by partsgeek to fit my vehicle, a 1986 ****** *******, on 1/4/23, the parts were then delivered to me on 1/7/23, they had to sit in my garage for a few weeks while i collected more parts and prepared to go to work on the truck. When i was finally ready to install these springs on my truck, it was immediately apparent that these springs do not fit my vehicle, they were too short from eyelet to eyelet, essentially physically impossible to install on my truck without cutting the rear leaf spring mount off of the frame and re welding it several inches away from the stock location, i spent some time looking into engineering my vehicle to fit these springs to vehicle, and then decided to return them instead. The parts were returned within the 30 day window, but my refund request was denied because "the parts had been installed" and parts geek return policy prohibits reselling parts that had been previously installed, a fair policy, but the whole reason my springs were returned is because they do not fit, despite parts geeks website claiming that they would fit my vehicle, If these springs fit my truck this would not be an issue, but they dont and the customer service reps ive been in contact have been very avoidant of the fact that these parts were wrongly advertised, and that ive gotten to undertake a massive inconvenience and hassle trying to get my money back, because someone who works for their company did not do a proper job advertising this part, And so i get to suffer to tune of just under 500$ and plenty of lost time trying to sort out this issue.

  

  Business Response

  Date: 02/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/3/23, ******************** purchased SKU: ***** - 2011 ****** ***** Wheel, however, on 1/23/23, ******************** reported that the part they received did not fit their vehicle.
  We immediately arranged a return request for the part they received and issued a return label on the same day.
  The return arrived on 2/15/23, but during inspection of our warehouse, they found out that the parts were installed and has a lot of scratches and has already accumulated rust which prevents us from restocking the part.
  For reference of the condition of the part, we have attached photos of what the warehouse received.
  Unfortunately, since the part is in a damaged condition due to the rust, we won't be able to issue a refund.
  We are currently working with our warehouse to see if an arrangement can be made to send the part back to *********************
  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:02/25/2023

  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.

  We returned a part with the return number they gave us and address so we sent it back with that information on the box but we lost the tracking number and called them and they said they have no way of finding if the part has made it there with the tracking number and I told them they should be able to look the return number up and see if they have received if and they say there is Noway they can see if its been returned with that number so I asked them why we had to put that number on there but we went yo the post office and they said there is no way they can find out what our tracking number is either so that means they get there parts back and get to keep my 353.42  dollars. But yet if you forget to right the return number they gave youthey cant tell you if it has been returned in there system. I would like to get my money and never buy anything from them again so hopefully you can help cause im retired senior and my income is tight as it is with getting this kind of stuff keeping my money. Thanks for your time

  

  Business Response

  Date: 02/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/12/22, ****************** placed an order for SKU: ****** - 2014 ***** **** Clutch Kit, but reported on 12/15/22 that they bought the part by mistake.
  A return was arranged and an RMA Number and the return instructions was sent to the email address of ****************** on the same day.
  As of today, the part has not been refunded yet since our warehouse reports that this has not been received yet. We requested the return tracking number from ****************** but we have not received this information yet for us to locate where this was delivered.
  Our return instructions indicated that the return tracking number must be kept until the refund has been issued.
  If ****************** can reach out to ***** and request the return tracking number and provide it to us, we'll be more than happy to help locate where this was delivered to ensure this was delivered to the correct location for refund.
  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:02/21/2023

  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 door hinges from them and realized I didn't need them. The parts were returned in packaging I received them in and shipped per their return instructions. I only received a refund for only one hinge so 50 percent refund

  

  Business Response

  Date: 02/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/12/23, ********************** placed an order for two 2013 *** ****** **** ** Door Hinge (SKU: ******** and SKU: ********).
  A return was set up by ********************** on our website back on 1/18/23 since they no longer needed the part and on the same day, an RMA Number was issued along with the instructions which we sent to ************************** email.
  On 1/26/23, our warehouse received their return, but upon inspection only 1 of the 2 Hinge's was received which is SKU: BDA06881.
  The return they made was shipped via ***** which weighs a total of 3.7 lbs, however, the total weight of both items on the package is at 5.60 lbs which was listed on the original tracking number when this was shipped via **** ******************.
  Unfortunately, since only 1 out of the 2 Hinge's were received, our warehouse can only refund what was received.
  If ********************** returned the part on a different tracking number, they can provide us this information so we can reach out to the warehouse to follow-up.
  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: 03/10/2023

  [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:both hinges were in box along with printed RMA authorization forms for both hinges. Someone that received package didn't credit both hinges. I will Never buy another product from this company as they don't seem to be honest and don't care about customer 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/20/2023

  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.

  Purchased a windshield reservoir tank for my 2016 *** ** on February 14, 2023. On their website it said the tank would fit, however apparently there are at least two different styles of tanks for that particular vehicle. I believe the tank they sent is for an ** with headlight washers which is not even mentioned on their website as my tank only requires one pump and the reservoir they sent contains holes for two pumps. I double checked the website tonight February 20, 2023, and the site still says it will fit and mentions nothing about two styles of tanks. They are ok with the return but I think it's unreasonable that I need to pay for shipping (which is at least $50.00) when they have an incomplete/inaccurate description of part on the website causing me to order the incorrect reservoir.

  

  Business Response

  Date: 02/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/14/23, **************** purchased SKU: *****-******* - 2016 *** ** Washer Reservoir, however, on 2/20/23, **************** reported that the part they received is different from what was advertised on our website since it has two holes for the pumps.
  **************** opened a return on our website directly and selected "Bought by mistake" as the return reason which is why they were not issued a return label.
  We have issued a return label that **************** can use to send the part back which will be available by going to the email we sent and by following the instructions on how to print the return label.
  Once the return is received by the warehouse, this will undergo inspection and processing before a refund can be issued within 3-5 business days.
  We have also forwarded ******************** feedback about the part for review by our warehouse to ensure that similar issues do not happen again.
  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:02/17/2023

  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.

  PartsGeek sent me the wrong part due to their own negligence, and I was unable to secure a full refund. I paid PartsGeek $234.90 (order #**********3) for a 17 inch ****** camry wheel (SKU ***********), but they sent me an ** inch chevrolet malibu wheel (SKU ***********). I returned the item and am awaiting refund. Additionally, I was told conflicting things regarding whether or not I would not get a full refund.After receiving the incorrect part on 2/14/2023, I called customer service and was told that I would get a full refund upon return, and that I would not be paying any shipping costs because this issue was caused by warehouse negligence and not customer negligence. I returned the item with ***** on 2/16/2023, with tracking number ************ and RMA number ********. Subsequently, I confirmed the receipt of this return with a different customer service representative, but was told that the shipping costs would not be refunded, in contradiction to what the first customer service representative said. The second customer service representative cited a policy that states no shipping refunds will be made, a policy that the first customer service representative omitted, and a policy that I was unaware of prior to making my purchase. PartsGeek committed to providing me with a 17 inch ****** camry wheel in exchange for my $234.90, and they did not provide me with that service due to their own negligence and recklessness. I was given contradictory information by PartsGeek's representatives and was told to pay for their mistake. As of 2/17/2023, this item is still in transit back to their warehouse, and I am still awaiting my full refund.

  

  Business Response

  Date: 02/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **.
  On 2/9/23, ******************** purchased SKU: *********** - 2011 ****** Camry Wheel, however, upon arrival, ******************** reported that the part they received was incorrect.
  Our **************** Team assisted ******************** in setting up a return request for them to be able to send back the part and for them to receive a full refund. We also issued a return label which was used by ******************** to return the part back to us without any additional cost.
  As of 2/21/23, a refund was already issued and shows it has been already refunded.
  We have also made sure to forward this to our warehouse in order to review this incident and to ensure that this issue is prevented from happening again.
  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: 03/10/2023

  [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:
  

  1. I did not expect "excellent service", I only expected PartsGeek to fulfill what they legally agreed to providing, that is, the correct item, shipped, in exchange for my $234.90.

  2. I did not receive what PartsGeek legally agreed to provide me.

  3. I was given conflicting information by different employees of PartsGeek on whether or not I would receive a full refund.

  4. I received a refund of only $219.45 on 2/23/2023. Since then and as of 3/10/2023, PartsGeek has forced me to pay for their own gross inability to uphold their end of our legal agreement because they are citing a policy that I was not made aware of neither during my phone call with their customer service employee, nor prior to my purchase.

  5. Due to the above 4 items, I am requesting a refund for the remaining balance of $15.45.

   

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

  
  

  

  Business Response

  Date: 03/24/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We're sorry to hear that ******************** did not agree with our explanation of the issue and the steps we took to resolve the issue.
  
  However, in good faith with the BBB and ******************** we have issued an additional refund for the shipping costs associated with this order and should appear back on the same payment method they used to purchase this part 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:02/17/2023

  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 parts for a 07***** ******, received parts for a **** *-***. Called customer service was told I would have to wait 48 hrs for an e-mail, to upload pics of the parts, wait for a determination to make sure it was their fault, then I would need to take the box of parts to a *** facility 45 miles away and when they had received the parts then they would refund my money which could take up to 7 business days to be refunded and then I could replace my order again.

  

  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 2/14/23, *** ***** placed an order for SKU: ******** - 2007 ***** ****** Engine Mount Set, however, they reported on 2/17/23 that they received an incorrect part which is not for their vehicle.
  Our warehosue was immediately notified and we arranged a return of the part so they can get a full refund.
  A ***** return label was sent along with the return instructions to *** ***** email address and once the part has been received by our warehouse, a refund will be issued within 5 business days.
  We have also sent *** *****' feedback to our warehouse to ensure a similar issue does not happen again.
  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:02/15/2023

  Type:Customer Service 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 parts, and am getting zero traction with partsgeek. They have a bull crap return policy and treat customers like crap. I will never or let any friend order parts form this store ever again.

  

  Business Response

  Date: 02/16/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 12/20/22, ******************** purchased SKU: ***-*** - 2005 ****** ******* Timing Belt Kit from us and notified Parts Geek on 2/3/23 that they wish to send them back since it's no longer needed.
  Since the part is already outside of the 30-day return policy, we are unable to take them back for a refund.
  As stated on our website which ******************** agreed to when the part was purchased, 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.
  As of today, 2/16/23, ******************** has an active Chargeback with their financial institution which is currently ongoing and being investigated. Due to this, we are unable to comment further until this is resolved by their financial institution or is closed 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:02/15/2023

  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.

  In reference to Order # **-******** - I completed the installation of the two front rotors and pads from a four rotors and four sets of pads brake kit. I had to re-use the original front pins and springs because the pins were clearly incorrect. My vehicle was in a disassembled state when it was discovered that the pins were incorrect. In fact, there would be no other way to determine that the pins were incorrect without disassembly and a direct comparison of those pins. I needed to use the other parts in the kit in order to return my vehicle to an operational state timely. Their response was as follows "We are very sorry for the trouble this may have caused you. We know how important this is for you to get the right item for your vehicle. Please be informed that if you found any issues with any part of the kit you received, the entire package must be returned. And all items must be in a new, resalable condition. We cannot accept items that have been used, installed, or disassembled. And since you mentioned that you already installed some of the parts included in the kit, we can no longer accept your return...I’m sorry, we’d really like to help you with this issue, but I’m afraid we're unable to fulfill that request.". After several requests from them, over the next five days, for clarifications regarding the resalable condition of the pins, which they absolutely were since they were not installed and remained in the packaging, their final response was as follows "We appreciate your patience. Our Warehouse reviewed this request and unfortunately, they cannot process this request for the caliper pins since this is not something we sell separately. We are sorry that we cannot be of further help...". Essentially they blame this issue on their warehouse, and will not reasonably remedy.

  

  Business Response

  Date: 02/23/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 2/1/23, **************** placed an order for SKU: ******* - 2013 ******** ATS Brake Pad and Rotor Kit and on 2/9/23, they reported that the Caliper Pins they received do not fit their vehicle.
  Upon further clarification with the warehouse, they confirmed that the manufacturer mentioned that the Caliper Pins are not included with SKU: ******* - 2013 ******** ATS Brake Pad and Rotor Kit and only include the following:
  ******* Rear Rotors
  ******* Front Rotors
  ******* Front Pads
  ******* Rear Pads
  As such, this information was relayed to **************** and we offered to arrange a return for the parts, however, they confirmed that some of the parts were already installed which prevents us from accepting the parts back because 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.
  However, in good faith with the BBB and ****************, we would like to check if **************** can source the correct Caliper Pins for their vehicle locally and provide us a receipt so we can issue a refund for it.
  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:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of steering knuckles for my truck. After I brought the items I realized that I bought the wrong ones. I have a lift kit and don’t realize there was different sizes knuckles. I hadn’t even received the parts before I ordered the correct ones. Once I received the parts I started the return. Paid to ship the items back. A week after receiving the parts back I get a email stating that I wouldn’t be receiving my money back because parts had been previously installed. I never opened the box’s up and had original plastic banding on them. I called the company stating that I never opened the boxes let alone install them if there was damage that it had to happen in shipping. I then received an email from them denying my claim again due to not reporting damage within 24 hours. The company won’t send me the parts back stating that per policies the scrap the parts and can’t send them back. I’m out close to 300 dollars in parts and shipping. Attached is the emails and receipt of purchase. If I knew they weren’t going to refund me I wouldn’t have took the time and money to send it back I would have just sold them online and not deal with all the hassle. Even when their website states 30 day no hassle returns.

  

  Business Response

  Date: 02/14/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/18/23, ******************** placed an order for SKU: ******** - 2008 **** **** Steering Knuckle Set but reported that the parts they purchased were different in size for their vehicle.
  A return request was submitted and an RMA Number was issued on 1/25/23, however, upon inspection by the warehouse after their return was received, it was found that a portion of the kit was used and had markings that it was installed.
  We notified ******************** about the issue and denied the return request since returns must be in resalable condition and must not have been installed/mounted in order to receive a refund.
  On 2/7/23, a chargeback has been filed by ******************** through their financial institution which is being actively investigated by them.
  Unfortunately, due to the chargeback filed by ********************, we would have to wait for their financial institution to finish their investigation before we are able to provide any further comments regarding this issue.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.