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:02/08/2023

  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.

  Ordered two parts from parts geek and only received one. Called several of times and was told delivered on two different dates. Part's geek open up tickets but don't want to take accountability for I didn't receive my $252 dollar part. So you just going to take my money. This is very unprofessional. I will never shop with parts geek again for this reason is why I don't like to shop online. I just wanted my part for the vehicle wasn't seeking a refund.

  

  Business Response

  Date: 02/08/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  On 1/24/23, ************** reached placed an order for the following items:
  
  SKU: ******* - **** Chevrolet Trailblazer Steering **** ******* ************) and SKU: ******** - **** *************************** Steering *********** **********************).
  
  On 1/27/23, ************** reached out stating she's missing parts, but during that time the Steering **** was still in transit with ***** and on 1/31/23, ***** reported that this was delivered.
  
  ************** again reached out to us on 2/3/23 to report that they still haven't received the Steering ****.
  
  The warehouse was immediately notified and per *****, they confirmed the delivery of the package and provided the Proof of Delivery for reference which has been attached in this response.
  
  Unfortunately, since there's Proof of Delivery from *****, ************** must reach out directly to the carrier to appeal the delivery confirmation and we also suggest to reach out to their local law enforcement elements to file a police report.
  
  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:02/04/2023

  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.

  Order #**-******** Placed on January 3, 2023 2017 ******* Sonata Brake Rotor Set Brand TRQ - SKU ******** I ordered this set of Brake Rotors from Partsgeek.com. It was a set of Front Rotors and Rear Rotors for both Passenger and Driver side. Four pieces in total. The front rotors are fine. They fit as described. However, the rear rotors that were sent do not fit my car, however, the website description said it did. I opened a ticket with partsgeek.com support where they informed me that because I installed the front rotors, they couldn't issue a return because it was sold as a kit. Basically this company is misleading customers into buying combo deals with parts that don't fit their vehicle so they can get rid of unwanted inventory. I since have had to go and purchase rear rotors from a different company after not having use of my car for 3 days! I want a refund for the rear rotors that DO NOT FIT my car.

  

  Business Response

  Date: 02/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 1/3/23, ************** purchased SKU: ******** - 2017 ******* Sonata Brake Rotor Set which includes Front & Back Rotors and Brake Pads, but on 1/29/23, ************** requested to return the rear rotors since they do not fit their vehicle.
  While we accept part returns for incorrect parts, ************** installed a portion of the kit which prevents us from accepting this return.
  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.
  In order for a refund to be issued, we would need all of the parts from the kit returned.
  As of 1/30, a chargeback has also been opened by ************** through ****** which requires us to wait for PayPal's resolution, or to wait for **************** to close the chargeback for us to assist him 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:02/04/2023

  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.

  1/17/2023- 105$ plus $300 labor. Order ***********. The company sold me two defective wheel bearing hub assembles. I contacted the company to find out who was the manufacture of these parts so I could get reimbursed by the manufacture whose name is replacement car parts brand. They told me several times to look for the brand online. I explained to them that I can not find the number. They told me they will not give me the contact information. Someone owes me the cost of labor.

  

  Business Response

  Date: 02/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **. 
  On 1/17/23, someone on Mr. ****** behalf placed an order for SKU* ********** * **** ****** Prius Wheel Hub Assembly Set and reported it defective on 2/4/23.
  A return request was submitted for the parts and an RMA Number and the instructions were sent on the same day to the email address associated with the order.
  As stated on our website, which was agreed to when the order was placed, My part is defective, do you pay for damages?
  We do not cover any expenses that occur as a result of the installation of a defective product. This includes, but is not limited to, rental car coverage, towing costs, labor, and storage fees.
  Once the part has been received by the warehouse, we will issue a full refund for the 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:02/03/2023

  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 have been in contact with parts geek return department about a return. They claim I sent it to wrong part geek wharehouse. I am aware that I did so. They are claiming now that the package was never delivered and I need to file a claim with the mail carrier. According to tracking number it was delivered. This company has been giving me the run around since I sent to wrong parts geek wharehouse. The other parts I sent back went to same wharehouse same day delivery. As far as I'm concerned I returned the drums and bearing to parts geek LLC I don't think it matters where it went as long as it is in part geek LLC possession. They are refusing a refund. And if possible I would like bbb to handle it.

  

  Business Response

  Date: 02/06/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from **. 
  On 1/19/23, ************ placed an order for SKU: 1410-45434 - **** GMC Truck Wheel Bearing and requested a return for the part since they mentioned it's an incorrect part for their vehicle.
  Our warehouse was checking on the quantity of the items being returned and we were notified by ************ that they sent back the parts without an RMA Number to a different address that this part was meant to be sent.
  As stated on our return policy, IMPORTANT: Please be aware that you might receive multiple RMA numbers if you are returning multiple products. It is very important to return items to their correct return location with the correct RMA#. If products are returned to an incorrect location, credit will not be issued or significantly delayed.
  We reached out to the receiving warehouse which confirmed that they never received the Bearings.
  We normally do not issue refunds for parts that were not sent to the correct warehouse or does not have an RMA Set up, but as a one-time courtesy and in good faith with the BBB and ************ we're issuing a refund which will ************** 2-4 business days on the same payment method used to purchase these parts.
  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:02/02/2023

  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.

  The part they sent was the wrong part. I ordered two CV axles for a two wheel drive sienna. The ones I received were ***** 4wheel drive sienna. I specifically told them what model I had. This was in December if 2022. To day I received a charge back from the money they refunded me. The charge back was for 93.00. That was the amount i was refunded.

  

  Business Response

  Date: 02/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  ******************** placed an order for SKU: ******** - 2006 ****** ****** Axle and Wheel Hub Assembly Kit on our website without the assistance of our sales associates.
  This part is listed for an AWD variant and not a 2WD that they wanted. A return has been generated on 12/16/22 for the parts to be sent back to us.
  However, on 12/28/22, a chargeback was initiated by ******************** with their credit card company which prevented us from issuing a refund for their return since we had to wait until ******************** closes the case or until their financial institution is able to resolve the chargeback.
  Their credit card company ruled in our favor, and we were able to issue the refund on 1/4/23.
  Another chargeback was opened on 1/19/23, but this was also closed and ruled in our favor.
  We have already issued a refund for this particular order based on what was 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:02/01/2023

  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.

  The transaction was taken place on Jan 23, 2023. I purchased a strut and suspension kit for $225.76. The order is #**-********. When I got the kit one of the rear struts was a used part in worse condition then the one on my car. I filed a ticket and was sent an email that said I had to send the whole kit back. However, I already put three of the four struts on my car. I called to make them aware of the situation. I was informed that because I put the kit on I voided my ability to refund the kit. They would not send me a replacement for the used part they sent me. They took my money even though they sent me a used defective part. On top of that their manager on the customer service team was hostile and had no interest in fixing the situation.

  

  Business Response

  Date: 02/01/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/25/23, ****************** placed an order through our website for SKU: *-*****-******-*** - 2013 ******** *** Suspension Strut and Shock Absorber Assembly Kit and reported on 1/31/23, that the Passenger Rear Strut Assembly was used/bad condition.
  A return request was immediately submitted for them to send the kit back for a full refund, however, we were informed that the rest of the kit was installed and they won't be able to send them back.
  Unfortunately, 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.
  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: 02/21/2023

  [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 looking for a full refund. I just want a refund for the defective part. The warehouse already accepted a partial return. I already sent the defective part back through the mail with the ***** instructions provided by parts geek. The screenshot I provided from parts geek shows that you are expecting a partial return. 
  
  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. 
  
  An exception was made by the warehouse after we have notified them of the issue.
  
  A refund was already issued as of today for the price of the Shock Absorber that appeared to be used within the kit.
  
  This will reflect within 3-5 business days on the same payment method you used to purchase the part.
  
  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: 04/30/2023

  [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:01/31/2023

  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.

  Sent wrong parts yet refunded only parts and took off for shipping!! They owe me 15$. Can’t believe not refunded in entirety. Not my fault wrong sized filters sent. Would never use nor recommend this company.

  

  Business Response

  Date: 02/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/23/23, *** ******** placed an order for SKU: ******* and SKU: ******** - 2021 ******* ***** Air Filter, however, they reported that they received an incorrect par for their vehicle.
  We set up a return on 1/10/23 and issued return labels so they can be sent back for a refund.
  The shipping fees were not included since 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 in your refund e-mail.
  However, in good faith with the BBB and *** ********, a refund of the shipping costs has been issued which should 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.

  Customer Answer

  Date: 03/10/2023

  he matter was resolved. I got a full refund. Thank you so much!

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a product that was supposed to be a set of four. The "set of four" details where in their very own listing. Upon receiving my first order it only had one of the four times. I contacted the business who could only process a full return and could not send the missing parts. I sent the order back and was refunded. Before placing a second order I asked a customer service representative to confirm that the product is indeed supposed to be a set of four. They did so, stating that the warehouse confirmed that SKU is supposed to be a set of four. I placed a second order and recieved a single item again. Upon reaching out to partsgeek for resolution the can offer a refund and said that if the listing is wrong it is the manufacturers fault not theirs and they can not offer any discounts or cover shipping to help resolve the issue. Parts geek blatantly falsely advertises then shifts blame elsewhere and has no customer concern what so ever when an issue is discovered.

  

  Business Response

  Date: 02/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/23/23, **************** placed a second order for SKU: ********** - 2013 ***** **** Ignition Coil, however, we were informed that they only received 1 out of the 4 Ignition Coils on the listing.
  We researched this with the warehouse and confirmed that there was a catalog issue that incorrectly indicated that this is a set of 4 Ignition Coils. This has been forwarded to our catalog team to ensure that the listing is updated to prevent similar issues from happening.
  A return request was submitted and a return label was issued to ******************** email address on 1/31/23.
  Once the part arrives in our warehouse, a full 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.

  Customer Answer

  Date: 02/21/2023

  [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 vendor has neglected to acknowledge that this was not a single occurrence. Stating a description of my order is not a resolution for this vendors lack of responsibility in tending to a legitimate customer complaint. I placed the order they are describing and went through the return process and did receive my money back for the first order. My issue is that after the first order was resolved I reached out to confirm that the listing was correct. After "Checking with their warehouse" they confirmed that it is indeed supposed to include 4 parts. Following this confirmation I placed another order for the same SKU, since it was confirmed by the vendor that the listing was correct and it should include all four parts. Upon arrival it was, once again, a single part. It is clear the vendor failed to practice any form of due diligence or take my first complaint seriously. There is a paper trail proving that I addressed the issue of a potentially misleading listing on their own webpage and yet they refused to research the issue until a BBB complaint was lodged. This failure resulted in a one and a half month delay in repairing my everyday vehicle resulting in numerous monetary and personal issues in my daily life. Had this vendor done a thorough job the first time I addressed the issue I would have placed an order for a different SKU and we would not be dealing with this complaint at all. 

  It is my whole hearted belief that this vendor holds no remorse what-so-ever for the consequences their poor customer service and listing management can have on their customers. It is because of this, that I have lodged this complaint.

  According to a phone conversation with a supervisor, this vendor is incapable of providing any form of monetary resolution. I requested a discount or even covered shipping for my next order - to which I was told that the vendor is incapable of providing either of these resolutions. Considering I can provide no evidence proving otherwise, I am forced to believe this is true and the vendor really is incapable of providing any form of monetary resolution. As a result, I will consider closing this BBB complaint as resolved upon the reception of a formally written letter apologizing for blatant false advertising and egregious lack of customer concern. I can receive said letter via Email attached PDF to the address listed below OR a physical copy mailed to the mailing address below.

  Best Regards,
  
  ******************************

  **************************

  ***** ********* ***

  Saint Clare Shores MI, *********

  

  Business Response

  Date: 03/15/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  While we're saddened by **************** rejection of our explanation of the issue, as stated on our website, the part(s) received must be returned for a full refund.
  
  However, in light of the issue and in good faith with **************** and the BBB, we have issued a one-time courtesy refund for the shipping costs associated with this order.
  
  We have also taken steps to ensure that this is looked into by our catalog team since this was an error by the manufacturer and to update our listings to prevent a similar issue from happening again.
  
  The refund will reflect ******************** payment method 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.

  Customer Answer

  Date: 03/25/2023

  [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:01/27/2023

  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.

  I ordered parts they sent me the wrong parts. Front brakes and rotors for 2001  ***** ******. I tried to install the passenger side found out they weren't for my vehicle. So placed them back in the box I got them in and sent them back they're not giving me my refund telling me I used them when I did no such thing. They sent me 2 photos of one pad with some red stuff and a little dust on the rotor. Told me I couldn't get my refund because I used the parts when I did no such thing. I only tried to install the parts they sent me which were wrong.

  

  Business Response

  Date: 01/27/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 1/9/23, ****************** purchased SKU: ******** - 2001 ***** ****** Brake Pad and Rotor Kit from us and requested it to be sent back on 1/18/23 since they mentioned that the brakes will not fit their vehicle.
  An RMA Number along with the return label was issued on the same day and the return was received by the warehouse on 1/19/23.
  Upon inspection of the part, the warehouse noticed that the parts have markings which suggested that the part was mounted/installed.
  Our Customer Service Team relayed this information to ****************** and notified them that the return has been denied.
  We are saddened that ****************** does not agree with the findings of our warehouse after the parth as been inspected, but in good faith with the BBB and ******************, we issued a one-time courtesy refund for this order and will reflect within 3-5 business days on the same payment method used to purchase this part.
  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:01/26/2023

  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.

  parts geek has a 30 day policy to return a core for their parts,before you can return a core or a part,you must get a RFA number from them.i sent parts geek 3 emails requesting a RFA number.they sent me back one email on January 6th saying they received my request for a RFA number and would send me one in a few days.they never sent me a RFA number and now the 30 days has passed and they refuse to except my request for a core credit of $150.I spoke to 2 customer service reps online and they both said that was their policy and sorry for the inconvenience.so basically they are stealing $150 of my money.this has to be illegal.thank you for any help you can give me.*******************************.

  

  Business Response

  Date: 01/26/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  Upon further review, this order was placed on 12/19/23 and a core return was requested on the same day, however, since the part was still in transit, a core return cannot be opened yet until it's delivered.
  ********************** was notified by our Customer Service Team and was advised to wait for the package to be delivered and request the return again.
  However, we did not receive any correspondence until 1/23/23 which was already outside of the 30-day return period.
  In good faith with the BBB and **********************, we requested reconsideration from our warehouse and a return was opened and an RMA Number was issued along with the instructions that were sent to ************************** email address.
  Once the core has been received, 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.