Complaints

This profile includes complaints for Best Use Auto Parts LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Use Auto Parts LLC

  Mercer Island, WA 98040-3809

• 

  Best Use Auto Parts LLC

  7683 SE 27th St # 242 Mercer Island, WA 98040-2804

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:02/19/2025

  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.

  This business never informed my of charging me for putting a down payment on the part

  Business Response

  Date: 03/14/2025

  We would like to address the complaint filed by [***** *******] regarding Order [BUAP14945]. Below is a summary of the transaction and the steps taken to fulfill the order:
  

  Order Confirmation:
  The order was processed based on the explicit confirmation received from the customer. A copy of the purchase invoice was sent to the customer, who signed and returned it, authorizing us to proceed with the order.

  
  Customers Decision to Proceed:
  The customer further confirmed via email that they wished to proceed with the order and did not want to cancel it.

  
  We have attached the following supporting documents for your review:
  Signed invoice (customers authorization).
  Email confirmation from the customer to proceed with the order.

  
  We value our customers and strive to ensure transparency and satisfaction in every transaction. Should you require any further information or documentation, please do not hesitate to contact us.

  Sincerely,
  Best Use Auto Parts 

  Customer Answer

  Date: 03/14/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November ******* I purchased an engine for a 2010 Acura MDX. In which I spoke with *** from Best Use Auto Parts in regards to the engine my husband was on the phone and he promised that we would receive an engine with ****** miles on it. We had to do multiple verifications and signing documents before the engine shipped verifying pictures etc once the engine shipped to the dealership they immediately called me because it was not the correct engine I asked them to send me pictures once I received the pictures it was in fact not the correct engine that I had purchased all the parts said **** I immediately reached out to the company I was told that I was lying and that the guys in their warehouse made sure they pulled and shipped the correct engine and I needed to provide proof and that sometimes the parts may say something different but its actually the correct engine I informed them it shipped to a well known dealership ***** and they have no reason to lie once I sent the phone they admitted that in fact did mess up I then had to leave work take a bol form to the dealership and wait longer for the correct engine to ship in which it push back my installation promise from the dealership I then spoke with ****** from the company in which he offered me a 50% refund but they stated I had to install the engine first and provide proof that it was installed then they would issue the refund I have been calling for weeks now and they will not let me speak to ****** and today ****** the manager told me he is not issuing the refund and I can ship the engine back to them because he will not be issuing partial refund the engine also has more miles on it then what was promised and I feel like thats why they kept pushing for me to get it installed first so they could then turn around and say we not refunding half ****** has also been calling and threatening me non stop after I have told him multiple times he is unprofessional and I dont want to speak to him

• Initial Complaint

  Date:01/22/2025

  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 purchased a faulty engine that was claimed by the seller, Best Use Auto Parts of *************, **, to be fully working, as described on their website. The motor leaked oil after installation. The seller claimed that seals needed to be replaced. The main bearing seal was replaced after the engine was removed for a second time to reveal that the engine is faulty internally as evidenced by the continued leaking.The cost of labor was $2,250 for the first installation. The cost of the repair to the main bearing seal and removal and reinstallation was $2,750 and the engine and shipping cost were $1,445.I am seeking full repayment and the cost of all labor for a total of $6,445.00 to recoup the expense of the installation of the faulty engine and attempted repair.I called Best Use Auto and was told several times that they were not at fault and that there was nothing that I could do about it. I also received several emails stating that they would provide coupons for more parts, but they would not cover the cost of anything. They stated that if I wanted to pay for the engine to removed again and shipping that they would refund my money. As this would cost more than the refund, I declined. The two employees that I spoke with were more than rude on the phone and harassing in their communication on the phone. I cut ties with them due to this harassment and did not return their calls.

  Business Response

  Date: 01/22/2025

  Thank you for sharing your feedback. We strive to ensure a smooth experience for all our customers and would like to address your concerns.
  
  
  As mentioned in our recommendations, seals and gaskets need to be replaced prior to installation to ensure proper functionality of the engine. After speaking with your mechanic, we were informed that he also suggested replacing the seals and gaskets, aligning with our initial guidance.
  
  
  Unfortunately, it seems these essential steps were not followed, which likely contributed to the issues encountered. We strongly encourage customers to consider both their mechanics expertise and our recommendations to avoid complications.
  
  
  If you would like to discuss this further, feel free to reach out, and well do our best to assist you.

• Initial Complaint

  Date:12/23/2024

  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 called Best Use Auto parts on Dec 3rd to purchase a used shaft at which time I was told I would receive the part in 7-10 days, at which time they immediately took the payment from my account. I still hadn't seen anything on Dec ************************************************************ the part they had was wrong and were searching for a new part. I requested a refund at this time and was told I would be charged a 30% restocking fee for i part that was never shipped. I contacted them again on 12/17 and was told the correct part would ship. I contacted them on 12/19 to receive the tracking information for a different carrier than previously notified and was told the part would be picked up on 12/19. The *** tracking # i was provided is not a valid number and the agent is still delaying refund of my $306 payment. This company has clearly defrauded me of my payment and I have not received the part ordered.

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention. Wed like to clarify that your account was refunded following your refund request. Kindly check your bank or credit card statements for confirmation.
  
  
  Unfortunately, we were unable to share the refund receipt with you directly as we did not have an email address on file at the time of processing.
  
  
  If you have any further concerns or require assistance, please dont hesitate to reach out.

  Best regards,
  Best Use Auto Parts

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to add that refund was only initiated after my financial institution withdrew the payment, alleging  you company does this type of practice quit often.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/05/2024

  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.

  I received an transmission from this company oct 2024. The transmission no matter what would not fit any of my transfer cases. I was first told it came complete but come to find out no transfer case , I then had to buy one. Once bought and under further review we found out the shafts on the transmission was too short which wouldn't allow any of the transfer cases I bought to fit. I told the company they told me I was wrong and argued for days about replacing. Then finally they said they will pick it up and send another with 350 dollars discounted on the replacement for the issue . Once they receive their transmission they came up with an story saying that we kept their torque shaft from the transmission which it never came with one . Now they don't want to replace my transmission

  Business Response

  Date: 11/06/2024

  Thank you for giving us the opportunity to address your concerns.
  
  We strive to fulfill all orders accurately and according to the specifications provided by our customers. The transmission was shipped based on the details shared with us at the time of your order. When you reached out about fitment issues, we immediately arranged a return for the item as requested. However, upon receiving the returned unit, our inspection indicated that the torque converter was missing.
  
  As outlined in our return policy, all items must be returned in the same condition in which they were received, with no components removed or retained.
  
  We are committed to working toward a resolution in line with our policies and look forward to your understanding in this matter. Should you have any further questions, were here to assist.

  Best Regards,
  Best Use Auto Parts

  Customer Answer

  Date: 01/24/2025

  I returned this item if you check all the emails it will show that they received and in same exact condition it was sent

  Business Response

  Date: 01/28/2025

  Hello Mr. ***** R ****,
  
  After reviewing your return, we found that the torque converter was not returned initially. We had previously informed you that refunds cannot be issued unless the transmission is returned in the same condition it was received, with no parts missing. Once we received the missing parts from you, we issued your refund on November 13, 2024, in accordance with our policy. A refund receipt was also sent to you at that time.
  
  
  If you have any further questions or concerns, please let us know.
  
  
  Thank you,
  ***** Z 
  Best Use Auto Parts
  *****************************************************

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22516237
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/23/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21st, ******* agreed if I would drop my dispute with Affirm, they would send shipping label and refund me for my purchase. **** ******* keeps giving me excuses why this has not been completed. Week long holiday, printer not working, meanwhile I am still required to make payments on a motor that arrive with water in the oil and compressions failure.

• Initial Complaint

  Date:01/04/2024

  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.

  Best use auto parts sold our church a broken transmission. After 54 days the transmission Ceased up and died. Best use auto parts broke the lemon law and would not warranty the transmission purchased.

  Business Response

  Date: 01/04/2024

  As per our records, the transmission in question was delivered on September 29, 2023. In accordance with the terms of the sale, a standard two-month warranty was provided to cover the product, which was determined based on your selected mileage preference, with the expiration date falling on November 29, 2023. Regrettably, your report of an issue was received subsequent to the conclusion of the warranty period.

  
  We empathize with your predicament and would like to offer a constructive resolution. We kindly recommend that you engage the services of a certified automotive technician to perform a comprehensive diagnostic assessment of the transmission. This examination will yield a diagnostic report and any relevant error codes that *** have manifested. The insights garnered from this evaluation will enable us to ascertain the precise nature and origin of the issue, and subsequently, we will be better positioned to propose an appropriate course of action.

  
  Please convey your preferred course of action, and we are committed to making every effort to assist you effectively. Your contentment with our products remains of paramount importance, and we are dedicated to ensuring a positive experience for our valued customers.

  We remain committed to ensuring your satisfaction and resolving this matter to your contentment. Please do not hesitate to reach out to our customer support team for any further inquiries or clarifications. They are available to assist you promptly.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:08/31/2023

  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 purchased a transmission for **** that when I got it did not work, I sent it back and rather than give my money back gave me a voucher to spend on my next purchase. Then when I went to try to get an engine for my car, they said my voucher was not valid because they only give it for 30 days so that means they just kept my money, and refused to give me any compensation for it, that in my book is theft.

  Business Response

  Date: 09/15/2023

  Dear *******************************,
  
  Thank you for taking the time to share your feedback. We understand your frustration and would like to address your concerns.
  
  According to our records, your order for a used **** Geo Metro Transmission was placed on October 18, 2022, at a total price of $800, not $1800 as mentioned in your review. This transmission was thoroughly tested before being shipped to you. It is important to note that when you reported issues with the transmission, it was after the warranty period had expired.
  
  In our effort to assist you, we requested a diagnostic report from the mechanic who installed the transmission. This report would have allowed us to analyze the issues and offer a resolution. Despite multiple follow-up attempts, we were unable to obtain this essential information from you. Without the diagnostic report or at least the error codes, it was challenging for us to determine the nature of the problem and provide the appropriate support.
  
  Additionally, we want to clarify that labor charges are not covered by our company's warranty policy. Our warranty specifically covers the functionality and performance of the purchased parts.
  
  In an attempt to offer a solution, we provided you with a $**** Christmas gift voucher, with the expiration date clearly communicated to you in writing. Unfortunately, when you attempted to redeem the voucher approximately 8 months after it had expired, we were unable to honor it, as per the communicated terms.
  
  We genuinely value our customers and always strive to provide the best service possible. We apologize for any inconvenience you may have experienced but want to clarify that our actions were in accordance with our policies and the information available to us.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you to the best of our ability.
  
  Sincerely,
  Best Use Auto Parts

• Initial Complaint

  Date:05/08/2023

  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 and paid for a engine for the amount of $2030 I Was then forced to cancel my order after finding out that it may take weeks even months to receive the engine that I had fully paid for they have promised a full refund but Only **** was refunded to my account they kept $609 of it telling it will be refunded at a future date every day I call they say tomorrow but 3weeks into this ordeal and still nothing. I've tried and tried to communicate to no avail.

  Business Response

  Date: 05/09/2023

  We appreciate you taking the time to share your feedback with us. We apologize for any inconvenience caused, but we would like to clarify the situation.
  
  On 06 April 2023 at the time of placing the order, we had requested the **** to match the correct specifications of the engine. Upon receiving the ****, it was discovered that the specification of the engine decodes to a 2008 Dodge Magnum Engine 2.7L. However, as per the customer's confirmation, we started working on the order for a 2008 Dodge Magnum Engine 3.5L. 
  
  When the order cleared the final inspection process right before shipping, we received a call from the customer on 04/16/2023 requesting for a cancellation without specifying the actual reason. We acknowledged the request and informed the customer about the 30% restocking fee applicable as per our company policy for cancelling the order at this stage.
  
  The customer requested to cancel the order after only 7 business days, while we were confident of meeting our promised delivery date.
  
  It should be noted that we were not informed by the customer of any issues or concerns regarding the delivery time frame. Our standard delivery time frame is **** business days and we were on track to fulfill the order as promised. We would like to emphasize that if the customer had requested an expedited shipment, we would have made every effort to accommodate the request. However, the customer did not inform ** of any such request and only insisted on cancelling the order.
   
  
  Once again, we apologize for any inconvenience caused, and if you have any further questions or concerns, please do not hesitate to reach out to us.

  Sincerely,

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

  Best Use Auto Parts 

• Initial Complaint

  Date:03/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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, 20**, I was looking to purchase an engine for a 2008 VW GTI Engine Code: BPY, ***: ***************** on www.bestuseautoparts.com. I was contacted via phone by a sales rep and was informed they had 4 engines in stock in the range of miles I was looking for (30,000-60,000). When I mentioned I wanted the engine with the lower mileage, I was informed "I would be provided pictures of the engine that is the best suited for my vehicle". I then asked how they would authenticate and verify the "best" engine for my vehicle. She stated they test the compression of the engines, check for leaks and provide pictures. I then asked how much tax and shipping would be. She mentioned she could waive the sales tax and shipping. This raised a bit of a suspicions; however, I just took it as a sales rep trying to make a sale. I continued with the purchase, and on February 22nd, I received pictures of the engine with no information of the *** or compression results. I then requested to see the missing information and was provided an engine compression worksheet. The engine information as provided by the company was supposed to have ****** miles(approx) and ***: *****************. As this was in the range I was looking for, I approved the engine for shipment. On February 27, I received an email for Tracking details of what was supposed to be my purchased engine, however the email had information of my vehicle's engine details, including YRC Freight PRO # ************, along with a ************************************************* shipment tracking link. This immediately raised suspicions. I proceeded to identify the Bill of Lading and noticed the engine was being shipped from ******************** in *******. I called ****** and he verified the *** and miles of the engine part # **A052 were: ******* miles, ***: *****************. I immediately contacted bestuseautoparts and requested a refund and asked them details of the engine per the document that was provided to me.