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Business Profile

New Auto Parts

Auto Accessories Garage, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Auto Accessories Garage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      When did tricky and clever replace intelligent and honest ? Just because a button is pushed and a label is printed does not mean shipped. These drop shippers are now doing this the tracking number is good up to a month without even shipping. Placed and paid for mats 8/11/24 it took them 4 days to even provide a tracking number but *** showed that they did not have possession of the order until 8/15/24 when the manufacturers in **, actually shipped it, *** says delivery 8/20/24 -8/21/24 with no updates untill 8/20/24 , 10 to 11 days ??? AAG response was it's coming all the way from ********** to the east coast, what with the poney express?? Our online sold and Shipped 16 orders to ********** on the same day using ************ and all 16 were delivered by Wed 8/14/24. They sell their site by using the word FAST but, just a meaningless word... My suggestion is to make sure you can't buy your parts directly from the manufacturer (in my case for the same price) and cut out the money for nothing middle man, as AAG does not seem to stock anything and is affiliated withe NAPA the largest importer of inferior close, but no cigar Chinese junk.....

      Business Response

      Date: 08/19/2024

      We are having a difficult time understanding your dissatisfaction.  You placed an order on August 11, and it shipped within our estimated ship window, on August 13.  We emailed you the tracking information on the day it shipped.

      Your statement that **** showed that they did not have possession of the order until 8/15/24" is incorrect. The *** tracking states:  

      08/13/2024  8:03 P.M. We Have Your Package - Arrived at Facility - Van Nuys, **, *************

      As our representative pointed out to you the package is going across the country, from ********** to your address in ********  The tracking indicates your package is out for delivery today, August 19.  

      As for the lack of updates from *** on the tracking, we have no control over the frequency with which *** updates the progress of a shipment.

      We hope you will be satisfied with your floor mats.

    • Initial Complaint

      Date:06/25/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Hidden charges and fee's.My dealer would not install there low quality product and they gouged me over $100 on a return. I'm fine sending the product back. But they sent a pick up tag and then charged me. Also added a re-stock fee. Very poor service.

      Business Response

      Date: 07/15/2024

      Per our return policy, which is shown on our site and is available for review before ordering:

      "If you wish to return an item that is not the result of an error, defect, or exchange, a 15% restocking fee will be deducted from your refund. There is no restocking fee if you are exchanging for a similar item.

      If you are returning a product for any reason other than our error or a manufacturing defect, you are required to pay return shipping charges, including those for products with Free Shipping.
      Shipping charges will be deducted from your refund."

       

      Since your return was not due to an error on our part or a defective part,  return shipping of ($25.12) and a restock fee of $33.62 were deducted from your refund

    • Initial Complaint

      Date:04/16/2024

      Type:Product Issues
      Status:
      Answered
      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 from this company, side steps for my truck. The part they sent does not fit my truck not even close. After weeks of emails trying to get a return label. I get a return label and a shipping company picks it up its gone from my property.. and 5 days later the same part is back at my home. I called their service department several times and nothing seems to get done. I just want to get my money back as this part was ****** dollars.. I have the part they sent In original new unused condition

      Business Response

      Date: 06/24/2024

      The item was picked up a second time and a full refund was issued on April 18, 2024

    • Initial Complaint

      Date:03/23/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed 3/1/24 for $122.73. Shipping date approximated to be 3/14-3/20. Attempted several times to ask for an update on order. On 3/23/24, made several attempts to receive an update on order, as order is still not showing as shipped. Each contact attempt, I was only given a phone number, which when called states that the department it currently closed. After reaching out again via live chat, and informing the agent that the phone number provided was going to a recording stating that the department was closed, agent replied "its open" and immediately ended the chat. I called again after this interaction, and the recording still stated that the customer service department was closed. And the hours could be found on the website. I was unable to locate the customer service hours on the website. I would like a refund for the full amount of $122.73

    • Initial Complaint

      Date:02/07/2024

      Type:Product Issues
      Status:
      Resolved
      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 2019 Ram 1500 Classic seat covers. Order was placed correctly but what instead I received two incomplete front seat sets. Now they're giving me the run around while I wait for the **** Per their return policy, I'm *********** a full refund because the error was on their end. Interestingly enough, they also ended up sending me someone else's return email thread and now they're running around confusing themselves.

      Business Response

      Date: 06/24/2024

      Your items have been returned and a full refund was issued on Feb 23 2024

    • Initial Complaint

      Date:01/11/2024

      Type:Product Issues
      Status:
      Unanswered
      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 floor mats that took longer than should have to ship since offering same day shipping. I attempted to cancel the following day but wouldnt let me. I received package and have been trying to return for a week now and no one will give me a return number to return package. Please give me return number this business is awful with customer service.

    • Initial Complaint

      Date:01/10/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      AutoAccessoriesGarage Order #*******. I ordered a liner for my 2023 ****** ***********************. I used the websites chat feature and asked if the liner was long enough to cover the back of the second row of seats when they were down and i was told yes so I ordered one. The back of the seats are felt and I did not want my dog's paws to go through the material. It arrived before Christmas and I opened the box on 12/23 and immediately reached out to return it because it is not long enough to cover the area behind the seats and the back of the second row. I have been getting the run around. I pulled it out of the box once. Its in perfect unused condition. Additionally, they said they would charge me a 15% restocking fee when I called, which is unfair considering I made the purchase based on their product knowledge.

      Business Response

      Date: 06/24/2024

      A full refund was issued on Jan 22 2024

    • Initial Complaint

      Date:12/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 set of Rough Country rear wheel well liners for my **** Ram **** Laramie. I began install with one of the liners and after completing, it was apparent that the fitment was not good. At this point I remove the liner which has no damage or modification. I contact Auto Accessories Garage using their website chat and speak to an agent after several auto agent questions. I explain my fitment issue and the fact that Im not happy with the product and want to return it. Its explained to me that I will be responsible for a restocking fee and return shipping. I explain back that thats unacceptable. I then call their customer service department and explain the situation again. They begin a return ticket that generates an email that let me add information and track the return status. Its been back and forth for 1 week now with no resolve. Their initial claim was that they were reaching out the manufacture of the item I bought. Whether thats true or not, has nothing to do with the fact that Im unsatisfied with the product I just want to return it, for my money was to date has not happened. Its my opinion that their return process is basically nothing more than a Stonewall.

    • Initial Complaint

      Date:09/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 product on 9/4/23 and noticed i was getting no updates on the processing of the order. I emailed them wanting to know a status. I realize if the item is custom made, it will take a little time but it has been almost a month. They gave me dates to ship between the 15th and 20th and it has not shipped. The only thing they have told me is they haven't received a shipping label, which does not sound right, and that when they hear something, they will email me. They have done nothing to make me think they are real interested in making sure i received my order. I read reviews on this company and they have done the same to other people. I should have read them before i ordered. I don't think i will received my order. The order # is *******.

    • Initial Complaint

      Date:07/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 sun shade for front windshield. Guaranteed custom fit. Did not fit. Large gap around rear view mirror. Had to pay return shipping and restocking fee. This is not guaranteed fit.

    Auto Accessories Garage, LLC is NOT a BBB Accredited Business.

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