Business Profile

Auto Parts

GM Parts Direct

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

142 total complaints in the last 3 years.
15 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.

Initial Complaint
Date:04/12/2025
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.
On 10-16-2024 - I returned two items that were confirmed by the company to be under the ** 12 months parts warranty:Part# ******** Front Side Door Trim Panel purchased under Order# ******* on 11-16-23 $73.81 Part# ******** Rear Passenger Side Door Trim Panel Applique in Serval Order #******* on 2-28-24 $73.81 *********** did not respond to three emails requested the status of the claim. I included the **** proof of delivery.On 11-7-2024 - They (*****) requested by email the mileage on my car. I sent the mileage and ***** responded "Thank You for your reply". Since then they have not responded to 6 email requests and numerous online requests on there company ticket request system (Document attached)
Customer Answer
Date: 04/25/2025
I have not heard from the business in response to my complaint.
Initial Complaint
Date:03/20/2025
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 bought $1221.61 worth of parts the parts are a set of heads part # ******** $******,head gaskets part #******** $78.32, timing chain set $96.17. The heads was described in a rock auto website as being made of aluminum. Gm parts direct was cheaper and had both heads no just one like rock auto. I contacted them gave them my vin# they said the heads would fit my truck so I ordered them. In Gm parts direct under the notes for part #******** they was equipped with springs and retainers. I received the heads and they was cast iron and bare no springs or retainers. I explained to them the situation and they gave me the instructions to return for a refund. They charge a 35% restocking fee and the heads was $******. After they received the heads I had to contact costumer service twice and got a refund of $56.39. The heads part # ******** was $445.45 each for 2 total ****** the head gaskets part #******** $39.16 each for 2 total $78.32. The $56.39 is the refund for the heads gaskets $78.32 + $5.48 taxes minus 35% restocking fee (*****). I did not return the heads gaskets I still have them and I am going to keep them. I returned the heads which cost me $80 to ship to them because they weighed 35 pounds each. They will not refund me the correct amount of money. This situation has cost me extra money and time trying to deal with these people with no resolution. I think I should get a full refund not a loss of the 35% restocking fee and the cost of the shipping. This part was advertised incorrectly and the company is not willing to even follow their own rules and refund me the correct amount for the correct part returned. My order # ******* the money total is the $****** plus the $80 minus the $56.39 they have already retuned me equals to $914.51 I dont know the tax rate on this.
Customer Answer
Date: 03/30/2025
I have not heard from the business in response to my complaint.

Business Response
Date: 04/17/2025
Mr *****, we apologize for the error is refunding the incorrect item. You were initially refunded $56.39 which was not the correct amount. We have now refunded you an additional $976.88 which brings the total refunded amount to $1,033.27. We again apologize for the error and refunded the full amount of the cylinder heads, plus the return shipping, and the tax on the parts. Thank you!

Thank you,

Luke

This electronic message transmission contains information from Flow Automotive Companies that may be confidential or privileged. The information is intended solely for the recipient, and use by any other party is not authorized. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify us immediately by electronic mail (**************************************************************************************************************************************************). Thank you.
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:02/28/2025
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.
On 2/1/25 I ordered a backup camera for my GM truck. The manufacturer part number is ******** and I was shipped part number ******** which the said was a replacement. The part arrive 2 weeks later in a box with no package at all, not even a GM ID on the camera. I tried installing it but it doesnt work. Have requested a return thru their website 3-times and multiple phone calls over several days with no response.
Customer Answer
Date: 03/12/2025
I have not heard from the business in response to my complaint.

Business Response
Date: 03/18/2025
We apologize that you received a defective part and your concerns were not addressed in a timely manner. We have issued a full refund for the amount of $91.22. Thank you.
Initial Complaint
Date:02/25/2025
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 tried to purchase an exhaust header from GMpartsdirect and they never sent it. Many frustrating hours trying to get in touch with them. Finally I canceled the order. Then they mailed me and said I'd $993 back as I'd have 35% re-stocking charge. This was on someone they never shipped. I would like the re-stocking charge refunded as well ($490)
Customer Answer
Date: 03/14/2025
I have not heard from the business in response to my complaint.

Business Response
Date: 03/18/2025
We apologize for the inconvenience that this may have caused. We have waived the restocking fee this one time for the special ordered item and refunded the $490.72 to your account.
Customer Answer
Date: 03/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:12/12/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/21/2024 I placed an order for automotive parts on ************************. The website indicated that the items would ship in 2-3 business days. On 11/22/2024, I emailed asking for a correction on the order which was corrected by ****** on 11/22/2024. On 12/5/2025 I emailed again asking for an update as the items still had not shipped and asking for an update as it has been weeks. No response. On 12/6/2024, I used chat and also emailed through contact us to have my order cancelled and was told that the order would be cancelled and I would get confirmation. No confirmation ever occurred. On 12/12/2024, I received an email that my order was set to ship tomorrow, 12/13/2024. Again, I used chat and emailed in indicating that I have asked that this order be cancelled and I received notice it was being mailed out. I also called and left a message for **** ****** as I was transferred to him when calling Flow directly. 30 minutes later I have a charge for $263.11 from Flow, which I again did not authorize and requested cancellation and no one will respond. I called again, explained to representative what was going on, she indicated I needed to email ****************** and ******************** as both have left for the day. I am asking to have this charge immediately reversed and no further charges sent to my credit card which was not authorized.
Business Response
Date: 12/19/2024
We apologize that the order took longer than expected. I see that the order was cancelled and after further review the restocking fee was waived and refunded for the amount of $263.11. Thank you!
Customer Answer
Date: 12/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 11/9 and it was delivered on 11/22. One of the parts ordered (#********) was incorrect. I have reached out to them with pictures of the incorrect part on 11/23 and received a response asking for more detail on 11/26. After replying to them multiple times since then I have not received a response. I have also called the business number, but there is no answer. I would like a return on this incorrect part.
Business Response
Date: 12/19/2024
We apologize that the carrier did not work for the retrofit on your truck. We have issued a refund of $171.23 for your order. Thank you for shopping with **************************.
Customer Answer
Date: 12/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:12/05/2024
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.
**************** cancelled the wrong part on my order and sent the wrong stuff. Have tried contacting but keep getting bounced around a phone pyramid until I get to the same voicemail that nobody ever responds to. Have sent multiple emails and get a nice automated help ticket reply then NOTHING. WILL NEVER DO BUSINESS WITH AGAIN!I ordered a gas cap and a vent solenoid. I received an e-mail stating that the cap I ordered was not compatable according to my VIN. I gave them permission to swap the part for the correct one and they removed the vent solenoid and sent two gas caps (1 correct and 1 incorrect). I have since found another supplier as I could not wait and simply want a refund at this point and am willing to send the incorrect part back if they send me a paid return authorization.Screenshots of the email/invoices attached.
Customer Answer
Date: 12/15/2024
I have not heard from the business in response to my complaint.

Business Response
Date: 12/19/2024
We apologize for the error on our part. We have issued a full refund for the amount of $65.52. Please allow 2-3 business days for the bank to process your refund. Thank you!
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:11/18/2024
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.
Gmpartsdirect has offered no solutions to the issue Im having with order #*******. They have no responded to any of the 10+ emails I have sent nor the 20+ calls I have made to their number listed on the website. They had originally denied my order on August 23rd 2024 3 months ago due to insufficient funds in my bank account and i find out on November 6th 2024 that they charged me for said order with the total $*******. I have another order on their website with the same exact parts that I have already completed and received on August 26th, I have proof of their order being paid and received. I have been polite and beefing emailing them nearly daily with no response. All I want to happen is for them to send me a refund for the exact amount of ******* and we go our separate ways.
Customer Answer
Date: 11/18/2024
This is the original charge, the first order I had placed took a while to process and I had to make a 2nd order to make sure the parts came in time. The first order finally processed but the 2nd order that I had placed on 23rd of August was denied due to insufficient funds in my bank account(I keep my account at 0 for security reasons and pull money accordingly to whatever I need to purchase). Three months later on November 6th they had charged me for the 2nd order that was originally placed on the 23rd of August. My issue is that they had denied it before and then processed the order again three months later without my authorization. Ive been trying to get into contact with them to sort this out but they have just been ignoring me and not responding to any of my emails, comments on their website, phone calls etc. they had closed the chat with me yesterday which means they just simply choose not to respond to me. The picture above is my first order that has processed back in August. Its the same exact items that is in the 2nd order from the 23rd of August that was originally denied.
Business Response
Date: 11/20/2024
Hello, we apologize for the problems that you have had. There was some confusion with your order, there were actually 2 orders placed which were almost identical, one of which would not collect for the authorized funds. When it would not collect, we then sent a money request for the payment to be made. While a second order was placed to authorize the payment but unfortunately it just appeared as a new order, not tied to the other issue. We apologize for this. As a result we have sent both orders since the payment has been made for both. We are sending a prepaid *** label for duplicate order and when it is received back to our facility, then a full refund will be issued. Thank you.
Initial Complaint
Date:11/06/2024
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.
We have a new 2024 trax and a new left head light is need and ***** can not get them and has no *** when the part can get to the *** . Im paying for a car we can not use . We are working on the 3th month with no help from ** .
Business Response
Date: 11/09/2024
We apologize that you are having issues with the headlamp for your new Trax. Unfortunately it sounds like the issue you are having is with **************, who is the manufacturer. We are an online parts department for our local ************** dealership in *************, *** I have searched our records and we do not have an order for you through our website. I believe that your vehicle is still under warranty, which would mean that the dealership servicing your vehicle would have ordered the part. It seems that your complaint is with ************** as the manufacturer for not being able to provide the parts for the dealer to repair your vehicle. Thank you and sorry for your frustration.
Initial Complaint
Date:10/23/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an auto part on 9/19/24. They have been paid and I have not received a part. They do not respond to my message's asking about the order status. I would like a refund since they have done nothing!
Customer Answer
Date: 10/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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GM Parts Direct is NOT a BBB Accredited Business.