Complaints

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

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  Parts Engine Canada

  7 - 25 Metropolitan Rd Scarborough, ON M1R 2T5

• 

  Parts Engine Canada

  5 - 88B East Beaver Creek Rd Richmond Hill, ON L4B 4W2

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:10/03/2025

  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 ordered a part on Jan 28 2025. I received no shipping date or anything . I waited a bit and sent a email to find out when it would be shipped. It was saying online there were 3 parts available. I received a email saying they did not know when it would be shipped. . Waited 2 weeks and asked for a refund. They sent me a cancelled notice and said it would be 10 business days. I still have not received refund.

• Initial Complaint

  Date:18/12/2024

  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 a winter wheels/tires package on Nov 23rd with all parts "in stock". I'm still waiting for my order 3 weeks later without an update on the delay. I have been trying to talk to someone numerous times without success. ** *** ** ****** ** ** ****** ******* * ****** *** ** *** I just want to cancel this order *** ** ** ** ***** *********** **** ********** ** **** ******* **** ****** ** ***** ** ***** ** ** *****

  Business Response

  Date: 23/12/2024

  Hi,

  We see that a request was sent for the order to be cancelled, once the refund has been issued. You will receive an email confirming the refund back to your original payment method, thank you.

• Initial Complaint

  Date:12/12/2024

  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.

  Purchased a hunting chair and confirmation was on Nov 14, 2024. Order# ****** Total $186.81 Was told to recieve it in 2-3 weeks. Stated it's special order and emailed us a week later to ask if we want to proceed or cancel and there's no refund if we proceed as it's special order. We said to proceed. Nothing in communication since but that it's been ordered. I've emailed 2 different times and the 3rd attempt I used their website to submit a "Ticket" on status of order and no response yet. It's been 3 weeks since we placed order, we should have seen an email to state it's shipped or at least reply to my questions on the order. Requesting BBB to reach out to this company to get an answer if order is coming please. If they don't come through with order as promised in its expected 2-3 weeks we want to obtain full refund without a restocking fee or any further expenses since they have not followed thru on promised shipping time frame and not responding to multiple communications for status. **** ********* **** ** * *****

  Business Response

  Date: 23/12/2024

  Hi,

  As indicated on the invoice, for the order placed on 11/14/2024 8:21:20 PM.

  The product ordered is a "special order of an estimated 4-8 weeks". The order arrived ahead of time and was shipped via ******(**********************************) tracking# ********************** and was "delivered and signed for on 2024-12-13 12:35 PM".

  Please see the link to the tracking as well as a signature verification from the carrier as well.

   

  Should you have any further inquiries, do not hesitate to reach out. Thank you.

• Initial Complaint

  Date:04/12/2024

  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 placed an order from partsengine.ca on October 7th 2024. They did not send me my product but did debit my credit card. I have been attempting to call and email this company to no avail. Everytime I call I am disconnected. When I request a call back, I am disconnected. When I email this company I received no answers. I want to be reimbursed **** **** **** ******** 

  Business Response

  Date: 23/12/2024

  Hi,

  We see that this order was cancelled and refunded, thank you.

• Initial Complaint

  Date:02/12/2024

  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.

  I ordered 4 wheels and 4 tires that were all in stock. 10 days later I got an email stating the tires I’ve ordered aren’t in stock. After 4 emails over a 5 day period that never got responded too and hours on hold I was finally able to get ahold of someone. They helped me figure out an upgrade and I paid an upgrade invoice for the tires and “Mo D”claimed they would get it figured out in a “timely manner”. Seven days after I received and payed the invoice I was getting no email response again. Another hour or so on hold and still nothing. Finally on Nov 22nd they emailed me back and said they have no update on the order. I request to cancel the order once I find out there’s still no updates. When I try to cancel the order they tell me they cannot promise it’ll be cancelled because “it may have already been processed” but yet earlier in the same day they said there is no updates. * **** **** **** ** ******* ** ****** ****** *** ***** **** ******** I have disputed the charges with my credit card company and am hoping I will get my $2060.11 back.

  Business Response

  Date: 23/12/2024

  Hi,

  We see that this order was cancelled and refunded, thank you!

• Initial Complaint

  Date:06/11/2024

  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.

  Placed order for parts, initially was told 3-5 day delay for shipment. Received another email stating that there would, now, be 2-3 week delay. Now over 3 week delay, I have called customer service three times. Waited ages to get through to find out they could not help, that they needed to contact the warehouse. Received no word, emailed 3 times and now I just want to cancel my order. This is a part that is holding up a repair on my vehicle.

  Business Response

  Date: 15/11/2024

  Hi,

  We see that this order has been refunded, please see the ******** screenshot from our payment gateway for your reference. Thank you.

• Initial Complaint

  Date:25/10/2024

  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.

  On Sept 11, 2024 I made an online purchase with Parts Engine for a Rim & Tire package with some lugnuts and tire pressure sensors. This was part of a Pre-order sale campaign that was running at the time. Ship date was to be Sept 25th, 2024. While looking at tires, I noticed the ****** tires had a $80 mail in rebate shown on the parts engine page for those tires. I have a screenshot of this website page taken Sept 12, 2024. After my order was placed and my card was charged I got a receipt and I tried to collect my rebate from the tire manufacturer. the manufacturer responded to my claim with denial. The rebate was not active. Yet. Oct 1st, 2024 was when the rebate was in affect according to a representative at ****** tire. I have a copy of this correspondence with ****** tire. Today is Oct 18th, 2024 the ****** rebate is active, but my receipt is for before the active date but I do not have my tires. On Sept 25, 2024 the expected ship date of my order, I got an email stating that orders would be delayed 7-10 business days. * ****** ***** ******* the purpose of the Pre-order was to prevent this. I accepted this and waited 10 business days. I tried numerous times on the 11th business day (Oct 10th, 2024) and finally someone calls me back. I was told to wait on hold and the Parts Engine representative would check on my order. after a bit of a wait, I am told that my order was just about to be fulfilled by their technician. I was then told it would ship by end of day or tomorrow. It has now been a week since that conversation and no information has been provided as to the status. No tracking information. I have tried making contact several times in the past week looking for an update on my order with no response thus far.

  Business Response

  Date: 29/10/2024

  Hi,

  We see that this order was shipped and delivered by *****(************************************************************) with tracking ************.

  Thank you for your patience and understanding. 

  Customer Answer

  Date: 29/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The lugnuts were not as shown. I emailed about them with no response for several days now. The TPMS sensors were supposed to be pre-programmed for my truck. I even supplied my vin number and they did not connect. I was also not given the ID codes for each sensor so they could be set up in the ECU. I had requested if that information was written down anywhere during installation with no response yet. *** ******** **** ** ************* ** *** ******* ********. The Tire rebate I missed on was never addressed either.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 15/11/2024

  Hi,

  We see a return case has been created for the return of the lug nuts, a prepaid label will be provided by the returns department once they get to your return case. In regards to the TPMS 2020| ******| ******* *********.

  Please see the programming for the TPMS please see the procedure below *** **** ******** ** **** ********
  
  ****** ****** ****
  Relearn Type: OBD_Assisted
  Relearn Procedure:
  OBD Connect
  > Inflate Tires to Placard
  NOTE: If ******/***** is equipped with Main/2nd, ensure the button position matches the set you select to Write IDS to.
  > Following on tool prompts, Read all sensor IDs using tool
  > Following on tool prompts, Connect tool to OBDII port
  Tool will prompt you to ensure the key is on/engine off. Following the prompts, continue through the process until tool indicates relearn successful.
  (If ID miss-match, verify button set on vehicle correctly)
  >Once IDS are written, the TPMS light will flash. Leave the vehicle in the ON position and re-activate the sensors.
  >Start vehicle to verify the TPMS light is off.
  Finalisation:
  After writing IDS, disconnect tool and reactivate sensors with ignition on.

  Thank you.

   

• Initial Complaint

  Date:21/10/2024

  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 wheels from the company on September 25th with free shipping. Received an order confirmation, confirming the order and free shipping. My credit card was charged the same day. The order was not shipped until I inquired on October 3rd about the status of the order. In response, the company told me that free shipping is not available and I have to pay $110+tax for shipping. I refused and demanded the free shipping as confirmed and advertised on their website. I did not receive a response.

  Business Response

  Date: 22/10/2024

  Hi,

  We see that you were informed that your order required additional shipping charges due to the final delivery location/sizing restrictions, please see our shipping & delivery policy (LINK: ****************) for your reference. 
  

  We see that the order was refunded back to your payment method, as you did not want to proceed.

  Should you have any further questions, do not hesitate to contact us at ###-###-#### or email us at ***************@***********.ca. Thank you for your patience and understanding.

  Customer Answer

  Date: 22/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  as per the referenced shipping policy, shipping charges may be applied in the following circumstances:

  Shipments to Northwest Territories, Yukon, Nunavut, certain areas in Labrador
  Shipments to rural areas or locations with very limited access to our carriers
  Certain oversized products or products that require special handling

  None of these apply. The delivery address is in a metropolitan area in British Columbia. The product is not oversized and does not require special handling (13kg per item and not oversized, which can be shipped by regular carriers). Partsengine confirmed in their email confirmation and ******** invoice that free shipping is provided on this item. 

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

  Business Response

  Date: 29/10/2024

  Hi,

  Pursuant to our Terms and Conditions, it is stipulated that, "In the case where your order requires additional shipping charges, you will be contacted by our Customer Service Team through either phone or e-mail to get your confirmation on the additional freight charge or for a full refund should you not wish to proceed."

  
  Our full Terms and Conditions are available for reference here: ****************
  
  Given that you chose not to proceed with the order under the revised terms, we have processed a full refund in accordance with our policies, as we do not retain funds for orders that cannot be fulfilled within the scope of our stated conditions.
  Thank you for your understanding.

• Initial Complaint

  Date:10/11/2023

  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.

  Using the "Search by Vehicle" tool on partsengine.ca I ordered a Wheel & Tire package in October giving myself ample time to receive and install before the incoming winter weather here in the greater Toronto area. I was directed to a 17" rim and ******* winter tire which I ordered and a week later I received them but to my surprise they were not mounted which the website *********** alludes to. I called and they confirmed that I "did not select the mount option" which was completely incorrect *** ********** *** * *** ** ***  fast forward to an appointment with my ********** service department who took the tires and rims, mounted and balanced them and attempted to put them on my vehicle and realized that the 17" rim does not fit my vehicle. They were gracious enough to charge me 1/2 the cost of tire mounting and balancing since they did not complete the install and i was out of pocket 100$. I have since reached out to partsengine more than 10 times and tried to process a return. Partsengine has said that because i do not have the original boxes for the rims and because the tires are now mounted on rims I am unable to return them. I have reached out by phone over a dozen times with no response or acknowledgement and been forwarded to hired call centres that represent them who do not deal with returns. Not once did they offer a replacement of the correct size and now, nearly 1 month later, freezing rain has started in ontario and I have no winter tires installed on my vehicle. i would like this issue rectified and a refund issued. I have even offered to drop off the tires and rims directly since i have since recycled the boxes.

  Business Response

  Date: 11/11/2023

  Hi,

   

  We see that a return has been authorized for a full refund for the product and our returns department has been in contact with you via email. Thank you.

• Initial Complaint

  Date:14/06/2023

  Type:Product 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.

  Nov 18, 2022 $838.06 we have had several issues with this hot tub.First when it was delivered looked used and box was tore up. We put it together and right away we noticed the heater was not working properly. Parts engine contacted the manufacture, and sent us a new heater at which we had to have it paid to be installed. During the winter it was put away , we put it up in the spring and at this time it showed that it was leaking in several spots. We contacted yet again parts engine and no one will call me and emails are taking 10 days or more to return. This tub definitely has been used and we would like to return but have been told we have to go through this long process where they contact the manufacturer. I tried again today to contact somebody. There is no answer at the store and online you cannot get a hold of anyone either.. we would like **** to return this hot tub and be refunded. I even volunteered to bring it to their store, but they said no we have to go through the return process.