Business Profile

New Auto Parts

CJ Pony Parts LLC

Headquarters

Complaints

This profile includes complaints for CJ Pony Parts LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

50 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from CJ Pony Parts on April 30th 2025 says itt was delivered and wasn't. I had to wait 5 business days wouldn't give me refund, gave me gift card. Ordered again on May 16th 2025 with gift card. Again I never received the floor mats. To my surprised my credit card was charged a second time which I did not authorize. I would like a refund for second order which i did not authorize
Business Response
Date: 05/29/2025
The cust received information to file a claim with the Extend shipping insurance he opted for on the order. He should have received a gift card from them for the total of the order. The second order ******** was placed on 5-17-2025 on the website, when the floor mats were ready to ship he payment was processed at that time it does how delivered on 5-20-2025. He does have a open credit on his account. I will reach out and verify the card the refund will be applied to.
Customer Answer
Date: 06/08/2025
[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: 23389467

I am rejecting this response because:

Its been over week still haven't heard from them

Regards,

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

Business Response
Date: 06/09/2025
The cust did not file the shipping claim with Extend and has filed a dispute. As long as the dispute is on going all communication will need to go through our accounts department and the customers financial institution.
Business Response
Date: 06/23/2025
On June 18, 2025 a refund was submitted for $123.42. This went back to the original from of payment. As for the first order we are unable to submit a refund due the dispute
Initial Complaint
Date:05/05/2025
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 products from this company on 12-23-24 the total price of which was $374.49. The order number was *******. The products that I received were not correct, I received a return authorization on 1-6-25 and I returned the products. I was sent a store credit on 1-22-25. I have a store credit #******* received on Jan. 22, 2025, which this company is refusing to let me use to purchase products. I have sent all paperwork regarding a dispute which was settled in favor of CJ Pony Parts to them, and yet they refuse to let me purchase products using my store credit. They have my $374.49 and I have nothing, and they won't let me purchase products. I would like either a full refund or to be able to use my store credit to purchase products. The business has done nothing to help me and they refuse to let me speak with a manager to help me with this issue.
Business Response
Date: 05/08/2025
I will follow up with the customer. When the first dispute was won, the customer submitted a second one and that one has not been settled yet. The second one was submitted 2-4-2025
Customer Answer
Date: 05/20/2025

CJ Pony Parts is 100% incorrect about this matter. Two days ago, I called Discover to try to get to the bottom of this issue. They advised me that they show no open disputes by me against any business including CJ Pony Parts. How can I possibly rescind a dispute that Discover states does not exist? Any dispute that I had with CJ Pony parts has been resolved in their favor and Discover has notified all reporting agencies of that. Discover suggested that CJ Pony Parts call their merchant services department to confirm that all disputes have been resolved in their favor. I sent an email to CJ pony with a copy of the dispute resolution and asked that they call merchant services.

I do not believe that CJ Pony Parts is acting in good faith regarding this matter. They have made no attempt to resolve it from their end. If they were acting in good faith, all they would have to do is pick up the phone and make the call. In my opinion, they are giving me the run around. So, after months, they still have my money and I nothing, ZERO!! All I want to do is use the store credit that they issued to me. This is not right.

Regards,

******* *. Plankenhorn
**See Attachment
Business Response
Date: 05/20/2025
I reached out to our accounts department. They are looking into the dispute and the prearb that was filed. I will also send an email to the cust and bring him up to date on what we are doing.
Business Response
Date: 05/27/2025
We received an update on the dispute. I have emailed the customer informed him everything has been settle and he does have the credit he can use. Explained all future order will need to be paid with ****** due a dispute being filed.
Initial Complaint
Date:05/03/2025
Type:Delivery 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 ordered a truckbed cover that was on sale for ******. I never received it. And the warranty for ***** plus S&H and tax came to ******. I never received the product. I just want my refund of $******
Business Response
Date: 05/06/2025
Package looks to be lost by ***** I included the link below will submit refund and follow up with the customer

*****************************************************************************************
Customer Answer
Date: 05/13/2025
[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. They have refunded me my $168.50.

Regards,

****** *******
Initial Complaint
Date:04/07/2025
Type:Billing 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 ordered a suspension air bag kit for my truck on 3/25/25 for $432.25. Receipt attached.I received the order on 4/5/25. Tracking ******** credit card was charged $512.40. Screenshot below.
Business Response
Date: 04/08/2025
The customer called invoice ********. We found the glitch the discount did not save to his order and he had an open credit on his account. We submitted a refund of $50.98. The issue has been resolved
Customer Answer
Date: 04/09/2025
[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,

B Fitch
Initial Complaint
Date:02/17/2025
Type:Delivery 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.
Nov. 7 2024, Transaction ID *****************. I ordered a Speedmaster top engine kit, I only received 75% of my order, missing a intake manifold $400 part not received. Contacted the company, sent pictures right away. It is Feb 17 2025, I have not received the part or a call back after contacting the customer service several times on this matter, always saying they are looking into it and contacting their vender for the part. Thanks
Business Response
Date: 02/19/2025
Hello,
We have contacted the vendor again to have them send the missing part to the kit he purchased. i will follow up with the customer explaining and will keep him updated through the process.
Customer Answer
Date: 03/02/2025
This situation has not been resolved, Im waiting to hear from this company about the item to be shipped which they say they are checking with their vendor? I have not heard one word response from them. So the situation is out there resolved at all, thanks.
Customer Answer
Date: 03/07/2025
This situation has not been resolved, Im waiting to hear from this company about the item to be shipped which they say they are checking with their vendor? I have not heard one word response from them. So the situation is out there resolved at all, thanks.
Business Response
Date: 03/07/2025
We have not heard back from the vendor. I will reach back out again on Monday working on getting the missing part to the customer
Business Response
Date: 03/07/2025
As I was typing we received an update the replacement part should ship today 3-7 will get a tracking number for the customer
Customer Answer
Date: 03/10/2025
[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:11/27/2024
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.
I placed an order #******** for side mirrors for my car. Upon arrival of the order I received 2 driver mirrors instead of a driver and passenger. I set up a return and exchange with the company (return auth #*******) and sent back the wrong mirror on my own dime because they refused to pay shipping. I received confirmation that they received the item. I have emailed them twice asking about the status of the return and exchange and have yet to receive a response (sent email 11/1 and 11/11, it is now 11/27).
Business Response
Date: 12/03/2024
I am going to get an agent to follow up with the customer and get his replacement sent out
Customer Answer
Date: 12/03/2024
I was contacted by CJ Pony Parts the same day the BBB messaged them. The issue has been resolved. I am not sure why I wasnt contacted earlier by CJ Pony Parts but I am glad it is resolved.
Customer Answer
Date: 12/04/2024
[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:11/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or around Sept 19, 2024 I ordered some parts from cj pony parts. Order # ********. As part of the order I cashed in 500 customer reward points for a $10 discount. When looking at my invoice I noticed that $10 was not deducted from my cost. On 9-27-24 I contacted a ***resentative and requested a refund as the parts didnt fit my vehicle. During that phone call I asked why I didnt get the $10 deduction. After some mumbling and head scratching the *** said because I used ****** the deduction wasnt given. He said hed forward to someone to take care of. Really it was just to get me off the phone. Numerous emails have been sent with most not being answered. All this over $10. Received a email on Wed, Nov 6 stating that the original $10 code would work. I went in and tried to use the code but it said it had already been redeemed. Predictable. Sad how bad customer service is.
Business Response
Date: 11/13/2024
There is a supervisor looking into the issue with the points to help resolve this issue. I have informed them that a BBB complaint has been filed now. They will follow up with the customer
Business Response
Date: 11/13/2024
I responded. There is a supervisor looking into the issue and will respond to the customer regarding the points.
Customer Answer
Date: 11/13/2024
[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: 22535605

I am rejecting this response because:
Communication with this company has been a major issue. Their response that they have responded just isnt true. They have been horrible at responding and I was told before they would look into the matter. That wasnt done either which is the reason for my complaint. They responded but are going to look into the matter doesnt make any sense at all.

Regards,

***** *****

Business Response
Date: 11/14/2024
I have reached out to the supervisor again to have them follow up with the cust regarding his points. I am working on getting the issue resolved.
Customer Answer
Date: 11/15/2024
[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: 22535605

I am rejecting this response because:
No one has contacted me regarding this issue. No surprise.

Regards,

***** *****

Customer Answer
Date: 11/25/2024
Is there going to be any more follow up on this issue? I havent heard a thing from CJ Pony Parts.
Customer Answer
Date: 11/25/2024
Is there going to be any more follow up on this issue? I havent heard a thing from CJ Pony Parts.
Business Response
Date: 12/02/2024
I will be reaching back out to the supervisor to help get this issue resolved
Customer Answer
Date: 12/03/2024
[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: 22535605

I am rejecting this response because:
Clearly, either the person providing the response isnt reaching out to the supervisor or the supervisor just doesnt care, which is why were here. Company still hasnt taken any action at all after almost 3 months. Sad really.

Regards,

***** *****

Business Response
Date: 12/03/2024
I have followed up with the customer and submitted the $10 refund back to his original payment.
Customer Answer
Date: 12/05/2024
The business finally took care of the issue. It wouldnt have happened without your involvement. Thank you very much!
Business Response
Date: 12/10/2024
The points have been added to the customer's account. He has been updated
Initial Complaint
Date:09/24/2024
Type:Delivery 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.
Order Date: September 19, 2024 Status: SHIPPED Sep 19 2024 2:00PM I have tried to contact the company multiple times to get the order canceled they keep telling me its shipped. Or they put me on hold and it hangs up on me. I have contacted ***** and they do not have any packages just a label. I paid the extra shipping cost for faster shipping. I would just like to have my money refunded.
Business Response
Date: 09/25/2024
Looked into the order and see they sent a request to our shipping department to locate the order. I will be following up with the customer
Customer Answer
Date: 09/27/2024
[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:08/28/2024
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.
Placed an order with CJ Pony Parts on July 23rd, 2024. Order number ********. Included on the order was four 15 x 7 Magnum 500 wheels. Part # W12. Three wheels were fine when received but the fourth one did not match (the center black area had a gloss sheen-the others have a matte sheen). I sent pictures and a request for a return label and RA number. It took two weeks before anyone from CJ Pony Parts addressed the issue only due to my persistence and multiple emails and phone calls. I learned they were all at a Customer Appreciation Day event. Ironic for sure. The first replacement wheel arrived with debris/pitting in the center area. I sent pictures again in an email. Never heard from anyone until I called multiple times. They sent out another wheel but no return label or RA number for the other wheel. The next wheel had a center glossy black sheen and the mirrored chrome is scratched like someone took steel wool to it. I again sent pics in an email and have been calling multiple times. I was actually told from the person on the other end of the line that they could not help me and put me on hold for 15 minutes after which I hung up. I currently have two defective wheels and still need one good one. My order has been paid in full since it was placed. I was able to reach someone last week who said they could help me. But it has been five days now and I have not heard from anyone. I simply want one good wheel sent to me and pre-paid return labels and RA numbers for the two defective wheels I currently have.
Business Response
Date: 09/03/2024
We have pulled all the stock and sent replacements. We email him a return label to get the other wheels back. We are going to pull more down take pictures for the ciustomer to approve before sending out another wheel
Customer Answer
Date: 09/04/2024
[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: 22207128

I am rejecting this response because:
The last time I spoke with someone from CJ Pony Parts, they said it would take them two days to email me the two return labels, RA numbers, and send out another wheel. That has been two weeks now and I have not received anything. CJ Pony Parts emailed me yesterday saying they received the BBB complaint. They gave no deadline as to when this issue would be resolved. And that is the biggest problem with this company there is no follow through. You would think this would be a priority for the company to get this resolved and to save face. From their response here to the BBB complaint, they make it sound like they are working on the issue and they are not. So I feel they are not only deceiving me about this, but also the BBB into believing they are going to resolve it. My concern is that this case will be closed without them doing anything again, and that my next step will be to take this matter to litigation. I absolutely dont understand why CJ Pony Parts is dragging their feet and not resolving the matter asap. It has been six weeks now and I really want to move on from this. I would think they would want too as well. As a side note, while the company can send me pictures of a potential good wheel, the fact of the matter is that the only way to know for sure if the wheel is of the same sheen and quality of the three wheels I have, is for them to send it to me to see in person. That only makes the best sense. And as they said before I even placed my order, they would do this until they made it right.

Regards,

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

Customer Answer
Date: 09/06/2024
Since there has been no movement by CJ Pony Parts to resolve this matter, I am going to return all the items from order 72420915 and the two defective wheels for a full refund of $933.81. I have requested six prepaid labels and RA numbers to be emailed to me today.
Customer Answer
Date: 09/09/2024
It has been several days and still no word back from CJ Pony Parts. This is very typical of how this company has been communicating with me over the past six weeks. With this being week seven, I am concerned that they will not be responding to either solution at all. It is so surprising to me that companies today still believe this is an acceptable way to operate a business.
Customer Answer
Date: 09/19/2024
CJ Pony parts emailed me directly stating that they could not guarantee any of the wheels they have would be of the same quality as the three good ones they had already sent originally. That seems to be consistent with other product I have purchased from them. Aside from the poor customer service, the product quality is very low. Anyway, disappointed by their email, I had no other option than to return my order for a full refund. CJ Pony Parts sent RA #s and prepaid return labels - none of which matched with each other. I manually marked up the return labels and emailed the company back with the correct information. The company received all the items on Monday of this week. Currently, my credit card has a pending credit for the full amount. I appreciate the effectiveness that the BBB complaint had on getting CJ Pony Parts' attention. It took almost eight weeks to get this matter to this state. Hopefully this will be resolved soon. Obviously I have no intention of purchasing product from this company in the future. Perhaps the company will take this as a learning experience to improve, so that other customers will not be treated with such disregard as I have been.
Initial Complaint
Date:08/02/2024
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.
1)Date of the Transaction July 8th 2024 2)Date of the Purchase March 6th, 2023 3)The amount purchase was $1,772.80 4) The business was committed to provide me brand new functional parts free from defects.5) The nature of the dispute is, the company wasted my time and made a false statements to help me out in a reasonable time. They promised a replacement but never delivered. They did not value my time and efforts to work something out with them, until I got upset and told them I was reporting them to the Better Business Bureau. They took my patience and kindness for granted. 6) The tried to resolve my issue after the fact that I had to pay more money to replace defective part they sold me. They still have not tried to reach out, or offer me a refund. I am very disappointed.
Business Response
Date: 08/14/2024
This issue has been resolved a refund check was mailed out

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CJ Pony Parts LLC is BBB Accredited.