Complaintsfor1A Auto, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of front cv shafts for my 2009 Audi a4 quattro a month or so back and got them installed a few weeks after getting them. After installing them there was an huge vibration from the front of the vehicle. upon further inspection the brand new front cv shafts are not centered on the cv joints at all. I removed them and reinstalled the old set and no longer had the issue. I contacted 1a auto to return the defected parts and get a refund. They asked for my vehicles vin and I sent the vin witch is wausf78kx9n012918 and they responded saying that the parts I ordered only fit an Audi a4 Avant of the same year and that since I installed a part that wasn't meant for my car they would not be responsible. After looking up the part number for my order on their website it did in fact come up as cv shafts for an Avant but My receipt stated that they were base model shafts. I responded with a copy of my receipt that stated I ordered cv shafts for a Base Audi a4 Quattro not an Avant. They responded that since my car has the premium plus trim package that they still aren't the correct shafts even though all the premium plus trim package is just a amenities package for the interior and some added features on the exterior and doesn't affect the drivetrain, and per Audi's websites my car is classified as a base model since its a sedan.

  

  Business response

  07/03/2024

  Thank you for contacting us. After review of your order and the *** provided, we do show that the incorrect parts were purchased. Based on your ***, quattro Prem **** in which the CV Axle purchased are not listed to be compatible with. As the incorrect parts were purchased and installed, they are no longer eligible for a refund. Thank you for your understanding. 

  Customer response

  07/13/2024

   
  Complaint: 21934279
  
  I do not accept the business's response as a resolution to my complaint because the manufacture states per my vehicles vin number on their website when I search using the vin that my car is a base model and the parts I ordered from 1a auto said they would fit a base model.

   

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

  

  Business response

  07/15/2024

  A courtesy refund has been applied for this Item. This part is not listed to fit and we are recommending the customer contact ********************** to confirm fitment before next purchase if unsure of fitment specifications.

  Customer response

  07/16/2024

   
  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

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a rotor kit for a 2019 **** flex. Per your website, it says guaranteed to fit but 3 of the 4 items did not fit. THe flex is unique in that it has two brake systems, one with heavy duty and one without and there is no indication to tell you which one you have. the same flex with the same options may have one or the other. If there is two sets of parts for the same car and they bolt up but are not compatible I think you need more data before you put up the "guarantee to fit" flag. I installed all parts but the front brakes as they all bolt up except the front brake pads. I ran to the local store to get them and finished the job. I had to drive 30ish miles to get home. I chacked what was wrong anf found neither the front and back rotor are compatible as the pads are not 100% on the rotors. Long story short this is really dangerous. I am also out $250 to get the right rotors and I can't return the wrong ones as I used them. THis does not seem right. there needs to be a better check before you guarantee to fit.

  

  Business response

  07/02/2024

  Hello,
  
  In order to provide you with an accurate and speedy resolution, Ill need to verify some information with you. 
  Could you please send the following information?
  
  VIN
  
  Could you also provide some pictures of the part you received and any labels on the box?
  
  Could you please confirm if your originals are with ***** in (330mm) Diameter Rear Rotors without Heavy Duty Brakes? 
  
  Ill pass this information on to our **************************** so we can investigate this issue further and get you the part you need.
  
  Once we have reviewed all of this information, Ill be able to provide you with a solution.
  
  Please let us know if you have any other questions.
  Your Reference ID #: ************
  Thank you,
  ****
  1A Auto 
  Customer Service Hours of Operation:
  Mon-Fri 8:00am-8:00pm EST
  Saturday 8:00am-4:30pm EST
  Visit us at: www.1aauto.com 
  Order Line: **************
  
  Need to return or replace your order? Just click here to process your return on our website! - Returns
  Need to track your recent order? Click here:  Order Tracking

  Customer response

  07/04/2024

   
  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/6/22 I ordered a complete 10 piece suspension kit for my 1999 Lexus gs400. I installed them and immediately got an alignment with 162k miles on the car. By about 8k miles of normal driving, both lower ball joints were dangerously worn out. 1a auto thankfully gave me the replacement cost of the parts instead of replacing just the parts with more crappy ball joints. Now that I have about 11k miles on the kit, both upper control arms have unacceptable play and clunk like crazy. Both sway bar ends have ripped rubber boots, and both tie rod ends are starting to have a gritty not smooth feel and move too easily like they are starting to wear out. That leaves just 2 parts out of the 10 that came in the kit that arent ready to be replaced after ****** miles. **** of my driving is on the highway, these parts are dangerously cheap and should not be sold. 1a auto has a 60 day window for money back for their parts, after that it is replacement of the part with a new junk part. Unacceptable. I have spent many hours working on my car to diagnose and replace the 1a parts that I installed for peace of mind in the first place.

  

  Business response

  06/06/2024

  Hello, thank you for leaving a review. We are very sorry to hear of the issues that you are experiencing with the part. Can you please provide the *** so we can take a further look

  The order is almost 2 years old an is no longer eligible for a refund. It is eligible for a replacement under 1A Auto's limited lifetime warranty. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December we purchased a 14 piece steering and suspension kit. It is broken. Keep in mind this vehicle hasnt even been driven over 60 miles since getting these parts! *** asked for a refund and Ill happily send it back however Ive only gotten offered a replacement which now I will not accept after spending all this time, money and labor for faulty parts. I want a refund. $489.95 plus taxes.

  

  Business response

  05/03/2024

  Hello, We apologize for the issues you experienced with the parts. This item is backed by our limited lifetime warranty. In the event that this item should fail due to manufacturing defects during intended use, we will replace the part free of charge. This warranty covers the cost of the part only. Please let us know if you'd like a replacement sent to you. 
  
  
  
  
  

  Customer response

  05/06/2024

   
  Complaint: 21656193
  
  I do not accept the business's response as a resolution to my complaint because: I cannot keep paying a shop to put on faulty parts and having to pay them again because you can replace them. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/07/2024

  Hello, your order is not eligible for a refund. Can you please provide the *** so we can take a further look? Are there any modifications to the vehicles suspension? 

  Which parts have went bad? What is the issue with them? Are you able to attach a diagnostic sheet from the mechanic?

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a radiator on January 13 that their website claimed fit my 2009 ***** Silverado. Order confirmation 2MXA13NDOLK. Part number 1ARAD01319.Upon delivery, we pulled the radiator from the box trusting their website and were about to install it until we noticed it was too small. The original box was already damaged beyond reuse and we used the box from a local radiator that actually FIT as claimed. Images were taken showing the state of the STILL NEW RADIATOR and box before shipping them out.1A sent a return label, and after I sent the radiator back I heard nothing. Then after multiple emails I am told the part looks used and I am not getting my money back. So one of their employees claims it looks used so they get to KEEP the radiator AND my money. I know it was probably resold already. They offered no resolution and if I don't get my money back I will be filing a charge back in 2 weeks through my bank and I will provide them with the images I took. I have waited long enough and this is beyond disappointing. I will share my experience everywhere I can until I get a positive resolution.

  

  Business response

  04/15/2024

  Hello,
  
  Thank you for your inquiry. We apologize for any inconvenience. Your refund was issued on 4/15/24 in the amount of $129.55. Refunds typically take up to five business days to post to your account after being processed. Please review your financial statements on and around this date.
  
  If you are still unable to locate your refund, please let us know and we will be happy to look further into this for you.
  
  Please let us know if you have any further questions. 
  Your Reference ID #: ************
  Thank you,
  ****
  1A Auto 
  Customer Service Hours of Operation:
  Mon-Fri 8:00am-8:00pm EST
  Saturday 8:00am-4:30pm EST
  Visit us at: www.1aauto.com
  Order Line: **************

  Customer response

  04/16/2024

   
  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

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On !2-19-23 I ordered a left rear window regulator, was shipped on 12-19-23 and delivered on 12-22-23. It was a r/f passenger side window regulator. I returned the first order 12-29-23 and they got it -!-2-24. Called 1 a auto and spoke with an ordering associate and it was reordered. when it arrived it was a passenger r/r regulator. It was reordered 1-2-24 by Emily. It was wrong. Called 1a auto 1-4-24 spoke with Charlie associate said he would send 3rd order free of charge and credit my bankcard $64.15 which showed on my card and was told to keep the wrong one or I could sell it. After many phone and e-mail contacts I still haven't received my second refund. On 1-11-25 called and spoke with Chris about refund credit said I got one already but I ordered 3 parts and only 1 credit. He said to donate it to a trade center school and call my bank card he couldn't help me. I have the correct window regulator, one incorrect regulator now. On 1-12-24 called 1a auto spoke to Alicia and was told to e-mail Service@ 1 a auto .com. Did that and they responded my refund was credited and I was owed no other funds. When I checked my new 1-1 24 credit card balance it had one credit for $64.15 and 2 charges for $64.15. I am stilled owed 1 refund whick they refuse to return. Got 3 ordered items, 2 were wrong 1 was correct, returned 1 part which I paid return shipping on of $12.34 via *****. $64.15 add $12.34 is what I request to resolve my issue with 1 a auto. Mr. ******

  

  Business response

  01/19/2024

  Hello,

  Thank you for taking the time to leave a review with us. We see that you were refunded in full on January 4 for $64.15. Please let us know if we are able to further assist you. 

  Customer response

  01/19/2024

   A short version of my 1a auto purchases. 3  window regulator assemblies were ordered, 1 was returned and accepted at the return center for my first refund or credit. The second one ordered by phone with 1a auto associate was also wrong. I called and another  associate would order the correct regulator sent it free  no shipping and credit my account $64.15 which took place that day. The 3rd regulator was correct and my credit card showed a credit on my card. When I checked on same day there were 2 new charges on my card for $64.15 same day I got credit. @ wrong parts and only 1 credit. ! more $64.15 credit to make the math work in this situation. Mr. ******

  Customer response

  01/22/2024

  
  Complaint: 21163219
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer response

  01/24/2024

  
  Complaint: ******19
  
  I do not accept the business's response as a resolution to my complaint because: It said I got refund on 1-4-24 the same day I called informing 1 a auto the second regulator was wrong. My call made on 1-4-24 to the associate Charlie credited my credit card that day on showed up the next day 1-5-24 on my credit card. I never got refund for first regulator ordered 12-19-23. My credit card showed 2 charges: on 12-19-23 and 12-27-23.first and second orders which were wrong. The credit was for the 3rd one ordered. My math shows 1 credit still due. Since 1 a auto refused to send me a return shipping label, to resell it or keep it, and then donate it to a trade school shop tells me they aren't trying to resolve the concern.
  
  ****** ******

  

  Business response

  01/24/2024

  Hello,

  The first order had a replacement sent out on January 4. The refund was made for one of the orders and the other order was replaced. The customer stated it was delivered to them and damaged. We asked for details to know if there was a packaging issue but the customer never responded to us. We would be happy to assist with a refund for the damaged item if they would like for us to do so.

   

  Customer response

  01/25/2024

  
  Complaint: 21163219
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer response

  01/25/2024

  It appears 1 a auto and I have a math problem. Yes the last package box was slightly damaged but the correct part was inside and Not damaged. 3 window regulators were ordered the first 2 were wrong and 1 the 3rd one was correct. Still have the second box wrong order waiting for a return label so I can get credit that is due to me by MY math. Waiting for a resolve for both parties involved.

  

  Business response

  01/26/2024

  Hello,

  Thank you for contacting us. We apologize for the damaged window regulators and would be happy to assist you. Could you please provide us with your information so we can check into the issue? We look forward to hearing from you.

  Thank you,

  CS Support

  

  Business response

  01/26/2024

  Thank you for contacting us. Our records indicate the order ********ALJ was refunded in full on 01/04 for the incorrect part received. We then issued a replacement order for order ******PHAAW which the customer confirmed that the replacement part was correct. Please clarify if order ******PHAAW is needing to be return for a refund. Thank you. 

  Customer response

  01/29/2024

  If I ordered 3 parts, the first one was wrong and I returned it for a credit, and 1 a auto ordered the replacement part and it was wrong and a 1 a auto customer service person ordered the 3rd part and said no charge for it and give me a credit on my credit card which I got on 1-4-24 on my credit card. I still have the second part which was wrong in my possession I would return it for my final credit. My credit card showed 1 credit, and 2 charges outstanding. I paid for one correct part and charged for 2. Hope this can assist in a resolution.

  

  Business response

  01/29/2024

  We apologize for any confusion. The first order was placed incorrectly on 12/19/23 for the passenger front window regulator. The incorrect passenger front window regulator was returned back to us and refunded on 1/04/24 in the amount of $64.15.

  A second order was placed on 12/27/23 for the correct driver side rear window regulator. An incorrect part was shipped and delivered (received passenger side rear instead of driver side rear) so a replacement was shipped out on 1/04/24 for the driver side rear window regulator. No refund was issued for this order as a replacement was shipped free of charge with the correct part. We are not requiring the incorrect passenger side rear regulator received from the second purchase to be returned so you are free to dispose of the item.

  If you no longer need the rear driver side window regulator and wish to return for a refund, please let us know. 

  Customer response

  01/31/2024

  
  Complaint: ******19
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer response

  01/31/2024

  If I paid for 1 window regulator and had 3 shipped to me with one credit, it leaves me 1 open charge on my credit charge for $64.15. This overcharge has since been paid by me on my credit card within the timeframe of my billing cycle. Why can't 1 a auto send me a return shipping label with a RMA # and I will send it back at my expense and when its received at the RMA center credit my credit card to clear the amount in question?  A simple solution for everyone. ****** ******

  

  Business response

  02/05/2024

  As previously explained, there was only a total of 2 charges. One order has been refunded because the part was returned to us. On the other order that you had placed with us, we accidentally sent the wrong part to you. We sent a replacement to you of the correct part and had you dispose of the wrong part we sent. A refund was not issued on that order because a replacement was sent to you. 

  Customer response

  02/05/2024

  I can return the regulator I can't use. Send RMA # to send back with return info and I will send it and wait for my credit on my credit card. Mr. ******

  Customer response

  02/06/2024

  
  Complaint: ******19
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer response

  02/06/2024

  It appears your offer of a return with a RMA# is off the table as you offered to me then a credit to my account once received. Now again as before you ask me to keep the wrong part with no return and credit. This appears to not to follow my last settlement offer which I would have accepted. Back to the same issue 3 parts sent, 2 were wrong, 1 sent was correct with no charge leaving me with a part I can't use and you won't take back for a credit to my bank card. Try a approach to benefit both parties. Mr. ******

  

  Business response

  02/12/2024

  Hello,

  We apologize for the inconvenience. A replacement order was sent on January 4 after a refund was issued for the other order placed. Please let us know if you would need another replacement order to be sent out to you.

  Thank you,

  1A Auto

  Customer response

  02/13/2024

  
  Complaint: 21163219
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer response

  02/13/2024

  At this point I don't need another window regulator, out of the 3 sent to me 2 were wrong only 1 was correct. I still have 1 wrong regulator in a box which I still have. I need a pre-paid return label to return the box I have and then a second credit to justify the additional 2 charges on my credit card (which is shown on the statement). The 1-4 24 refund was for the second ordered regulator not the first one which I returned for that credit which I never got ordered on 12-19-23. I have a total of 6 phone and e-mail customer service contacts: Megan-Chris-Alicia-Charlie-Emily-Michelle trying to resolve this issue. We need 1 person over all these customer service people to grasp what's going on with the information NOT 6! Waiting for my return pre-paid shipping label for my credit of $64.15.  Mr. ******

  

  Business response

  02/14/2024

  Hello, The image attached shows 2 charges with 1A Auto and then also a refund with 1A Auto. We have refunded you in full for the 2 purchased you made with us. 

  Please let us know if you have any additional questions.

  Customer response

  02/15/2024

  Once the credit to my credit card appears I will consider the issue resolved. Until then I will be awaiting the final results> Mr. ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part in error, I immediately filled out an internal cancellation requesing that they NOT ship the product and refund my CC. They sent the product anyway and are demanding that I pay $180 to return the item. This is unacceptable. I am requesting that they send a prepaid shipping lable to return the items sent .

  

  Business response

  01/11/2024

  Hello, thank you for contacting us. We apologize for any inconvenience. We do not have any record or emails showing that a cancellation was requested. If the items are not longer needed, we ask that the customer covers the return shipping cost. We would be happy to send labels at our discounted rate or you may feel free to purchase return shipping yourself. If you are able to provide us a screenshot showing that a cancellation was requested after the order was placed, we will be happy to look further into that. Thank you for your understanding. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1aauto sold me a defective product that does not fit my vehicle. They initiated a return process for me to send the products back for a refund. They are now in possession of both my money and the products returned. They are refusing to refund my money unless they collect additional information, which was not needed to purchase the product or initiate the return, nor will they send back the parts returned. This is unacceptable business practice unfair and deceptive, similar to a bait and switch as they have plastered all over their website "guaranteed fit". It is in fact the opposite.

  

  Business response

  11/13/2023

  Hello,

  We apologize for any inconvenience regarding your purchase and refund. We have gone ahead and processed a refund of $466.60 which will populate back to your account within 3 to 5 business days. Please let us know if you need any further assistance, thank you.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought headlights for my truck from website. Used there vehicle fit tool to make sure parts fit my truck. Received lights. They are different wiring and different style bulbs. So they are not exact fit as 1a auto website stated. I filled for a return on website and it said I would receive a prepaid label to my email. Which I never got. I have called customer service 4 times and emailed them with no contact from them at all. I would like someone to reach out to me. I would like my prepaid label so that I can send back lights and get my refund.

  Customer response

  11/07/2023

  I received a shipping label shortly after filing this complaint

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Not sure why they have a phone service. Nobody will answer or return your call. Trying to return a product and did not receive any email instructions on how to do so as the 1a auto website said I would. Have been trying to get ahold/response for 2 days. Poor customer service

  

  Business response

  11/07/2023

  Hello,

  Thank you for contacting us. We are sorry to hear you encountered an issue when attempting to set up your return. I see we sent a UPS discounted label to your email on November 6th to assist with the return of your order for a refund of $206.80. Once the part is received, we will process your refund. We apologize for any inconvenience and please let us know if you need any further assistance, thank you.

  Your Reference ID #: ************
  Thank you,
  1A Auto 
  
  

  Customer response

  11/07/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: no email with any label from UPS (yes I checked junk mail 100x) or even a physical address to return the item has been provided, all I need is simple information WHERE to send the return item.  Also, the phone service is terrible.  Have been waiting on call back for days. 
  

   

  
  Sincerely,
  
  Josh Hite

  

  Business response

  11/08/2023

  Hello,

  I am sorry to hear you are still missing the UPS Label. I have attached the label to this message. I will also provide the return shipping address below:

  1A Auto
  15250 South Green Rd
  Olathe, KS, 66061
  
  

  Please let us know if you need any further assistance, thank you.

  Thank you,
  1AAuto

  

  Business response

  11/20/2023

  Hello,

  We apologize for any inconvenience. We have processed the refund in the amount of $206.80. Please allow 3-5 business days for the refund to post. Please let us know if you have any further questions. Have a great day!

  Your Reference ID #: ***********
  Thank you,
  Jean
  1A Auto 
  Customer Service Hours of Operation:
  Mon-Fri 8:00am-8:00pm EST
  Saturday 8:00am-4:30pm EST
  Visit us at: www.1aauto.com 
  Order Line: 1-888-844-3393
  
  Need to return or replace your order? Just click here to process your return on our website! - Returns
  Need to track your recent order? Click here:  Order Tracking

   

*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. ↩