Complaints

This profile includes complaints for PartsAvatar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PartsAvatar

  Surrey, BC V3W 3A6

  
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  Parts Avatar Inc

  6127 Shawson Dr, Mississauga, ON L5T 1E4

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  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.

  Date of transaction: 2025-05-12 Method of purchase: online from ************************* Amount: CA $633.07 Issue:I purchased a Brake Kit Set which has 4 brake rotors and 4 pairs of brake pads.I brought them to the mechanics to replace the old one from my car.After the mechanics finished installing the rear brake rotors and rear brake pads. They found out one of the front brake rotors is a wrong part, with a part no. 604 - *****, that does not fit into my car. The images shown the original brake rotor is different from the 604 - *****, but same as 604 - *****.I reported this to the business ************************* and requested to have my correct part back, and offered to return the wrong part they sent to me. However, they insisted that it is not returnable since the rear rotors and brake pads are installed.I am not trying to get a refund, I just want them to send the correct one back to me, and it is their mistake to send the wrong part that I did not order in the first place.

  

  Business Response

  Date: 05/06/2025

  Hi 

  Ive reviewed your case, and it appears there was a mix-up with the front rotors from the manufacturer. I sincerely apologize for the confusion and inconvenience this has caused.
  
  I see that youve already placed a new order for the correct rotorsthank you for doing that. Once you receive them, please let us know, and well promptly issue a return label so you can send the incorrect ones back for a refund.
  
  We truly appreciate your patience and understanding throughout this process. Please dont hesitate to reach out if you need any further assistance.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I have order the replacement order and ************************* agreed to let me return the wrong item without any cost.

  I will wait until I received the correct brake rotor and the full refund of the replacement order, before this issue is considered resolved.
  
  Sincerely,
  
  Tsz *** ***

• Initial Complaint

  Date:16/05/2025

  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.

  On April 21st I ordered ****** Wheel Bearings for my vehicle. On May 1st while I was at work i received a messege that the part was delivered and left at my front door. My husband went to the front door and nothing was there. The driver eventually sent a picture of where he dropped the item off and it was not my address. I did send Parts Avatar a picture of my home and all they keep saying is that they are looking into it. It has been 2 weeks since delivery, I am sure its safe to say it is not arriving. I also messeged Million Deliveries the same day it was said to be delivered and i did not get a response. The customer service i have received it awful. I am constantly being told they are looking into it. I asked for my refund and they say they are looking into it. I don't know why they are stalling, i paid for a part that i do not have. I cannot wait for another one to come because i have had to buy locally as the part was needed in a timely manner.

  

  Business Response

  Date: 19/05/2025

  Hi Lilla 

  I apologize for all the hassle with your order. We were waiting for the final conclusion from the carrier, and as soon as we received an update today, we issued a refund for the lost parts.
  The delay was solely due to the carrier's efforts to locate the shipment.
  Once again, I sincerely apologize for this experience. We truly appreciate your past support and hope to have the opportunity to serve you better in the future.
  

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 21/05/2025

   
  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:09/04/2025

  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.

  Purchased a valve cover gasket set for my f150. Upon removing the valve cover it was damaged and when purchasing the new cover it came with the gasket I purchased from Parts avatar. I went through the online return process and sent the item back in the original manufacturer packaging. I added packing tape to insure it made it to parts avatar safely. I didnt trust the box which is why i added packing tape. Parts avatar received the package and said they cannot return it because I put tape on it. I did not install the part and returned it as per their policy in the original manufacturer packaging. I sent the part back to them and they will not provide me with a refund. They say they cannot accept the package and I am to send them a shipping label to get it back to my location which is completely ridiculous and unacceptable. I want my money back.

  

  Business Response

  Date: 14/04/2025

  Hi ***,

  I have reviewed the case, and our warehouse team has declined the return because the item is not in resellable condition. The box has been opened from all sides and taped up, and the manufacturer is unwilling to accept it or provide us with any credit.
  
  Additionally, the gasket you purchased is non-returnable if opened, as noted in our policy. Unfortunately, due to these constraints, we are unable to proceed with the return.
  
  I truly wish I could be more helpful, but we must adhere to the return policy.
  
  Thank you for your understanding in this matter.

  Regards

  Parts Avatar.

  Customer Answer

  Date: 14/04/2025

   
  Complaint: 23178868
  
  I am rejecting this response because:

  the Unused part was returned in the packaging it which it was sent. Return policy is not clear it says if it is returned in manufactures packaging which it was the refund will be completed. 

  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 15/04/2025

  Hi ***,

  The original packaging is an important part of the return policy, as it ensures that the part can be returned to the source and resold if needed. In this case, the packaging appears to have been torn and re-taped on all sides, which unfortunately makes it non-returnable and not suitable for resale.
  
  I have already checked with the manufacturer, and they are unable to accept the return under these conditions. Regrettably, this means we are unable to use the part on our end as well.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 15/04/2025

   
  Complaint: 23178868
  
  I am rejecting this response because:

  I do not have the part I purchased. I dont not have my refund. Send me my part if you wont refund my money.  No I am not paying for shipping. This is absolutely ridiculous. Update your return policy on your website. I would never have purchased from your company had I known you were not honouring the return policy stated in your website.  
  

  Either send me the part of a refund otherwise you have stolen my money and the part.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:09/04/2025

  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.

  I ordered over $400.00 worth of parts for my vehicle and when my mechanic was installing them he discovered one of the ignition coils was used and a different brand than the other 5 Bosch coils although it was in a Bosch box. The box also had a W on it which I think means warranty. I could not get the work done until after 30 days so the company will not do anything for me supposedly thats their policy. Please help if you can. Date purchased Feb. 2/2025

  

  Business Response

  Date: 14/04/2025

  Hi ****,

  I have reviewed your order and would like to inform you that it is over two months old. I could have been more helpful if contact had been made earlier. The return window closes within 30 days of the delivery date, as stated in our return policy.

  To assist you further, you may place a new order for the same part, and we will waive the shipping cost.

  Please provide me with the new order ID once the new order has been placed.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 15/04/2025

   
  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:25/03/2025

  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.

  Hello, I have ordered a throttle body for my dodge ram " Doorman throttle body" in 2024 it was defective, but still under warranty, they said i was approved for a exchange, but there policy is that i had to buy a new one with then i world receive the money back at no cost to me. im still missing some of the refund and then said thats is..when i paid $302 can u please help. Thank you. the *** is for them that is covered fully for the defective part.

  

  Business Response

  Date: 27/03/2025

  Hi ****,

  I apologize for the confusion and would like to inform you that the remaining refund has been processed from our end. The total refunded amount is now $302.11, which you paid for the new part.

  Please feel free to reach out to us for further assistance.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:19/03/2025

  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.

  I am writing to dispute my purchase ($410) because the item was not as described. I searched for this car part using my exact make, model, and engine which is exclusive to the SE-R Spec V , and the websites "Guaranteed Fit" feature indicated it was compatible. However, upon receiving the part, I discovered it does not fit my vehicle.The listing contained the phrase "EXC SE-R AND SE-R SPEC V MODELS", which I reasonably understood to mean "exclusive to" those models as they require special parts. These are common interpretations of "EXC" in product listings and marketing, but "EXC" is not a standard or consumer-friendly term. When I asked a customer service representative (CSR) via chat for clarification, they could not provide an official definition and even suggested it "might mean exclusive" on after the fact. If the sellers own staff cannot clearly define this term, it is unreasonable to expect customers to understand it.Additionally, this was the only listing that specifically mentioned SE-R and SE-R Spec V models. Every other listing simply stated "Fits BASE, S, SL, *** without mentioning these trims. Because of this, I assumed this was the correct part for my vehicle and chose it over the others.Despite this, the seller is forcing me to pay return shipping plus a 15% restocking fee because they are deeming this a "customer error." However, this is clearly an issue of poor communication by the seller, not negligence on my part. The listing was unclear, the customer service team could not clarify it, and the Guaranteed Fit feature falsely indicated compatibility.Because I relied on the websites Guaranteed Fit feature, the misleading wording (EXC could also have been a type of car model), and the fact that this listing was the only one referencing my specific trim level, I believe I am entitled to a full refund without additional penalties.

  Customer Answer

  Date: 20/03/2025

   
  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:07/03/2025

  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 an order from Parts Avatar on Feb 19, 2025 for the total of $239.24. They said that the parts are on back order and told me that I could either wait or get a full refund. I asked to get a full refund on Feb 20, to which they promised a full refund in 2-3 business days. It is now March 7, 2025 and I still have not gotten a refund. I have emailed them 9 times since then, and they keep saying that I will get a refund in 2-3 business days. I am going to file a chargeback from my credit card company if these people do not refund me my money soon. My order number is: 88GFG792I

  Customer Answer

  Date: 07/03/2025

  Hi there, you asked me to provide you my full name. It is **** ********

  

  Business Response

  Date: 10/03/2025

  Hi ****,

  I have checked with the accounts team, and the refund has already been processed from our side. The *** for $239.24 is ***********************, and the **** for the wrongly charged amount, which has already been refunded, is 701244.

  I request you to please check your card statement again and contact us if you need further assistance.

  There is no credit pending on our end.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 23032490
  

  It took nearly a month and dozens of emails back and forth for the refund to hit my account. From the day I filed a complaint to the better business bureau until resolution was less than a week. That is unacceptable. Before the BBB got involved, the only responses that I would get from you guys was the refund will hit my account in 2-3 days...for a MONTH. Once after the BBB got involved, it finally got escalated and you finally admitted that there was an incorrect refund request sent to ******. Absolutely not how you do business here. 
  
  Disappointedly,
  
  **** ********

  

  Business Response

  Date: 14/03/2025

  Hi Asad

  I sincerely apologize for the delay and any inconvenience this may have caused. I want to clarify that it did not take one month for the refund the order was canceled on February 25th, and we initiated the refund on the same day.

  I understand how frustrating this situation must have been. Unfortunately, there was some confusion, and our system mistakenly charged the amount instead of refunding it, which required us to process the refund again through ******. This is not the experience we want for our customers. Typically, our system processes refunds within a few hours of cancelation, and we have never encountered such an issue before.

  I truly regret any confusion or concern this may have caused and appreciate your patience and understanding. I sincerely hope you have received the refund by now, and I once again apologize for the delay and any trouble it caused.

  Thanks & regards

  Parts Avatar.

• Initial Complaint

  Date:10/02/2025

  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.

  I purchased a blower motor from this company and it does not fit my vehicle. I have been trying to return it for a refund and have not been successful. I have contacted them many times and get a runaround. They want my vin number, a picture of the old part, pictures of the boxes the part came etc.. I have sent this info to them twice and they just ask again. I just want to return this part that does not fit my vehicle and get my money back. I am so frustrated.

  

  Business Response

  Date: 12/02/2025

  Hi ***** *****,

  Greetings from Parts Avatar!

  As I can see from the case details, we have already approved the return label and a full refund for the incompatible part. The full refund will be processed within 57 business days after we receive the part.

  Please reach out to our live chat support team if you are looking for a compatible part.

  Thank you for your patience.

  Regards

  Parts Avatar.

• Initial Complaint

  Date:07/02/2025

  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 placed my first order with Parts Avatar on August 31, 2024. Since then, *** placed 6 orders and had a 50% failure rate with the parts ordered. **************** with PA has no phone support, and the agents handling your complaint change. The parts fail when you have installed them, meaning you must cover the labour and towing cost. My mechanic pointed out that the parts are most likely old stock.I purchased 6 ignition coils from ***** delivered on Sept 3, 2024. The coils were sold as OEM parts. On Dec *****, two out of the six coils failed while driving. I had to tow the car ($400). I had driven less than 300 km on the car since I put them in. Not even close to the ****** km suggested. They were rotted according to a licenced *** specialist. A 33% failure rate. ***** states their failure rate is 2%. To have only one fail, that can happen, but two in same order? Statistically impossible unless something is wrong with the whole batch. I asked for help on Dec *****, and expressed how concerned I was about ***** products, especially as Id ordered another ***** product from them and it had failed. I had my 10-year-old son in the car, and it was very scary. I wanted to exchange them for another brand.But it took 6 emails, multiple agents and TWO weeks to get 'permission' to get something else. Meanwhile, I had no transportation to get to work, and the car was sitting at the mechanics. I had to go ahead and fixed the car as I needed it for work ($1500). As replacement was no longer an option, I offered an alternative to buy other parts, which would have resulted in me spending more than the refund. They refused continually hiding behind their policy of like for like replacement or blaming Bosch.I asked numerous times for someone to call me, but they never did. I also continued emailing, asking for a refund but was refused. The total price was $412.87, and thats what I would like back so I can put it back towards the repair.

  

  Business Response

  Date: 12/02/2025

  Hi Geodie,

  I would like you to understand that we have a warranty policy, as does every e-commerce business. We cannot simply accept used and defective parts for a refund or PA credit. The defective part is replaced by the manufacturer, and they do not issue refunds; instead, they provide a new part. This is why we are asking you to reorder a replacement.

  The possible resolution we can offer is for you to reorder a different brand. While this is against our warranty policy, we are willing to make a one-time exception.

  Please review our warranty policy, which is also available on our website.

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

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22913448
  
  I am rejecting this response because it's continually clear that this company didn't read the complaint or review the email correspondence I had with them over two months.  This solution was the one I asked for immediately when the car was in the garage. The failure rate was 33%, well above the average and I didn't want to have it happen again and for it to cost be thousands.   The parts were sold as OEM and I expected them to act like it.  They had 300 km on them.  There supposed to last for thousands.  I understand the policy had the parts been installed for a year or more.  The car is fixed.  What will work is a refund or store credit. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 14/02/2025

  Hi Geordie,

  I understand the point you are making and fully acknowledge the trouble these defective coils have caused you. However, we do not have control over the quality of parts and are unable to check them before installation. That said, ***** is a highly renowned aftermarket manufacturer, and the quality of their parts is generally excellent, with only a few defective cases reported to us from the customers.

  We will share your feedback with ***** to ensure they are made aware of the issue you experienced.

  I would still like to request that you reorder new coils from a different brand, as we can only offer a replacement. Alternatively, you may contact ***** directly for a better resolution. We have certain policies we must adhere to and, unfortunately, cannot issue a refund for the used and defective part.
  I hope you understand and will cooperate with us.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22913448
  
  I am rejecting this response because:

  I've contacted Bosch and they referred me back to you.

  I'm really angry at the customer service given to me every time I had an issue with the parts you sell.  It feels like you are using bots to pose as service agents as they never seem to have read the case or the solutions already offer. 

  The solution proposed is one I asked for right off the bat.  While the car was at the mechanics and when I need the car fixed for work.  It should have taken two weeks to get to that solution.  I shouldn't have had to beg to get to this. 

  Also as I have documented proof that I asked for this solution and was refused, under the ************************* which overrides your policies, I am eligible for refund. 

  50% of my orders have failed with you, and it has been a struggle every time to get someone to take responsibility rather than hide behind policies that you made up in the first place.  

  If you don't want to refund, I'm happy to take credit and try again, but I don't need new coils because I've already bought them.

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 20/02/2025

  Hi Geordie,

  We are making an exception in this case and would like you to return the defective ignition coils in the brown box with the *** inside. Once received, we will process a refund as PA credit.

  The *** has been attached.

  Thanks & regards

  Parts Avatar.

  Customer Answer

  Date: 25/02/2025

   
  Complaint: 22913448
  
  I am rejecting this response because:  

  Very happy to have the ability to return them.  Thank you for making it happen.  I need an *** for 6 coils.  Two snapped, but  I had to replace all six as there were a different brand and I was following *** guidelines,as well as Boschs.  Can you please update the *** and I will get them all out to you. 

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/03/2025

  Hi Geordie,

  Please find the attached *** to return all defective ignition coils in the brown box, including the *** inside. Once received, we will process a refund in the form of PA credit, as per our policy.

  The updated *** is attached.

  Thanks & regards
  Parts Avatar.

• Initial Complaint

  Date:10/01/2025

  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.

  Bought an auto part. Put on vehicle, part failed instantly, replaced with part from another supplier and worked perfect. Asked for warranty from parts avatar, told me because part was installed, no warranty. Unless I purchased another part and returned old one. Obviously not an option. Called supplier who part came from and they just blew me off back to parts avatar. I just want refund of the defective part. Not the tow truck bill and install off the second part.

  

  Business Response

  Date: 13/01/2025

  Hi *****,

  We would like to inform you that used and defective parts can only be exchanged under our warranty policy, which is detailed on our website. Unfortunately, we cannot accept the return of a used or defective part for a refund, as the manufacturer provides a new replacement part for defective items. Therefore, we are unable to issue a credit or process a return.
  
  To proceed with a warranty claim for the CARDONE INDUSTRIES - ******* Driveshaft, we kindly request that you reorder the same part number from our website as a replacement under warranty.
  
  For more details, please refer to our warranty policy:
  *************************************************************************

  Thanks & regards

  Parts Avatar.