Complaints

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:01/28/2025

  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 an order for a Motor on 09/19/24 and I received it on October 2024. In the beginning of December I began to have issue with my car. When I got my car checked, I was told that my motor had a broken piston in the 3rd cylinder. I reached out to My Auto store because I have a 6 months warranty and I have been getting the run around. I have been speaking to **** *****. He is from the product services/technical support. I sent in the first photos and was told I needed to go deeper in the motor. I had to pay extra money to have this done. I'm being told the sales department will make the decision whether or not it will be replaced. I have been calling and been told I will get a call back and have not. I then asked to speak to his boss ******* in the sales **** and kept getting forwarded to vm. I haven't had my car since December and have been spending money on **** to get to and from work. I'm beyond stressed over this situation and have not been able to sleep. I feel as though I've been sold a faulty motor and they do not want to take any accountability over this. I've been sick to my stomach seeing all the BBB complaints with this company. They treat me like I'm the one inconveniencing them when I call for an update. I get placed on mute like if someone is directing them what to say and then I get transferred to vm with no follow up. This is taking a toll on me and all I did was make a purchase, they took my money really quickly. and now I can't get no answers.

  Business Response

  Date: 01/28/2025

  To Whom It May Concern,
  We are writing in response to the complaint regarding the claim associated with their purchase. We value our customers and strive to ensure that all concerns are addressed promptly and fairly.
  Regarding the claim, we understand the customers frustration and want to assure both the customer and the ********************** that we are committed to resolving this matter. As part of our warranty process, we place heat tabs on every engine we sell to monitor coolant levels during the usage of the unit.These tabs are a critical tool for verifying whether the engine has been maintained properly.
  To date, we have requested photos of the heat tabs from the customer and/or the repair shop handling the engine. Unfortunately, we have not received the requested photos, which are essential to completing the claim process. Without these photos, we are unable to confirm whether the issue falls under warranty coverage.
  In an effort to expedite the resolution, we have consulted with our claims department and will be sending an inspector to verify the condition of the heat tabs at no charge to the customer. If the inspection confirms that the heat tabs are intact and the coolant levels were maintained properly, we are prepared to issue a replacement unit or a refund in accordance with our warranty policy.
  While we are making every effort to resolve this matter in good faith, we must emphasize that the claim could have been completed by now if we had received the necessary cooperation from the customer and/or the repair shop. We ask that the customer assist us by working with the inspector during the verification process to ensure a prompt resolution.
  We sincerely hope this demonstrates our commitment to resolving this issue fairly and efficiently. Please do not hesitate to contact us directly at ************ with any questions or additional information.
  Thank you for your time and understanding.

• Initial Complaint

  Date:08/08/2024

  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.

  I purchased a transmission back in December of 2023 and its been nothing but a run around and now they are not willing to pay up to the $1000 we agreed on my mechanic is telling me it will take 11.2 hours to complete the job while my auto store is claiming it will only take 5.2 every mechanic i have called in my area has stated it will take much longer then the 5.2 hours all i want is for them to honor what we agreed upon when purchased

  Business Response

  Date: 08/13/2024

  Good Afternoon,we agree to pay based off of ******************** / Alldata book times at $85 an hour up to $1000. If shop charges more per hour than $85 customer is responsible for the difference. Repairs need to be done by an ASE Certified repair shop.URG stated it will take 5.2 hours for removal and install of new unit which the labor would come out to being $442 customer wants the full $1000 however based off of the parameters of our warranty they are entitled for $442 if going that route. 

  I also show the customer was sent a replacement per their request, this was based off communications with the customer. 

   

• Initial Complaint

  Date:03/01/2024

  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.

  I bought a motor from this company and they did not send me the ***********, so I contacted them and they sent me another motor, not the one I purchased, the motor I purchased said it had ****** miles and had been tested, the motor they sent me said no keys NOT TESTED, after I had my mechanic test it it showed that all 6 cylinders had low compression, meaning its not a good engine. Tried going through there warranty service, they wanted a lot of info that I could not get and they are refusing to give me money back

  Business Response

  Date: 03/04/2024

  We will be issuing a refund this week. Sorry for any inconvenience.

   

  Thank you!

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  I purchased an engine on 10/18/2023 from my auto store. The engine oil pan had to be replace. However, they never mentioned that the previous oil pan was **** near going.The mechanic asked me was I sure that the engine was good due to the oil pan 80% going which I stated that My Auto store stated that it was good and had a 6 month warranty.The mechanic installed the engine on Friday, 10/20/2023 and informed me that once he try to start the car the engine was seize and the engine was no good. I when home to call My Auto store and I talked to the rep ******** who sold me the engine. ****** said on Monday, 10/23/2023 I will here from someone. I waited until 2pm on Monday and no call so I contacted ****** again; she stated that sometimes it takes up to two days. I reached out to ****** an additional two times on Monday, and she stated if I did not here from anyone by 1:30pm she will give me the claim and phone number to claim department.I started reaching out to claims around 2pm to 5pm on Monday with no success. I wasn't able to talk to the person (****) who was supposed to be handling my claim, they would constantly sent me to his voicemail which I left numerous message to no avail. Tuesday, 10/24/2023 was the same I would call and get **** voicemail; I didn't hear anything that day.Wednesday, afternoon I finely got a chance to talk to **** which he stated that he called the shop a couple of times, but the shop stated that he never called which I believe because he never returned any of my calls until he was ready. **** then stated that he had to talk to the shop so they can take videos which left me dumb founded due to what shop is going to keep a vehicle in their bin for days until **** see fit to call them back. The shop replaces the lemon engine back on the crate so I could return it for a replacement but according to the shop **** stated that no video no replacement...why should I have to spend extra money out my pocket for their defected product.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  I purchased a transmission with a 12-month warranty. The transmission failed at 11 months. It took them over a month to approve and send a replacement, which arrived faulty. They are refusing to refund me since the warranty period is now expired, even though their replacement part was defective. This is a very bad business practice.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair 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.

  Purchased a transmission from them to go into our shop truck, transmission had a 6 month warranty. At 5 months and **** miles the transmission started to slip, I contacted them and started a claim. This drug out and it got to the point where *********************, the claims agent would not return my calls. I had sent in everything they asked for and even a video showing the transmission slipping. I finally got ahold of him 3 days later and was told the sells agent never got with him, I then called the sells agent **** and was told the claims never got with him. Finally a few days later **** told me it was fishy that the transmission went out at 5 months and that the only way I would be able to use the warranty if I sent it back and they just find me another one, granted they did not have anymore. This is a very misleading company and the workers do not try to help the customer at all, I would not recommend this company.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair 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 04/24/23 I purchased this item from his **** store for ****** and instead of sending me the mirror he advertised, they sent a door switch that is not even part of my car and it was on purpose. He attached a tag with the description to the part.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Sold me a decklid with busted lock actuator and missing struts, etc (told included). Cost for just parts was $85 (not counting labor to fix lock). Was told they'd refund $50 max...still waiting on response to last email and proper refund. Sold defective and misrepresented/incomplete product. Unwilling to respond to emails and provide a reasonable resolution. I was also promised assistance loading the part...upon arrival was refused assistance and they also refused to unlock gates so that I could properly load into vehicle as it appears they offered other clients.I suggested they refund me for parts to remedy ($85) plus $50 for issues/labor to FIX broken item.

  Business Response

  Date: 01/23/2023

  We tried to issue the refund. The customer started the charge back with the refund. Once they start the charge back, they can't be issued the refund

  Customer Answer

  Date: 01/23/2023

  
  Complaint: 18577361
  
  I am rejecting this response because: I have released any hold on my part effective 1/13/2023.  I am still waiting on the business to process the refund on their part.
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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.

  I ordered a engine for a Sentra, followed the check list they have at the front of the page and when engine arrived it was rusted and wrong. totally wrong, can't even use it. not once during the initial order did I get asked for a VIN number or a confirmation of correct fitment. So I contacted and tried to return, here's the best part. I get this reply back from them for there mistake. (( return shipping charges of $297.91 and the 25% restocking fee ($139.21) that's ****** from a total of ****** )) so you want to keep over 400 bucks of my hard earned money because you made a mistake?****** the address, the place is a dump and the reviews on ****** are even worse. this store is def BUYER BEWARE!!!! it should be investigated, I handle osha cases and I can easily see several violations in the pictures.

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair 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.

  I purchased a transmission from The Auto Store on 3/8/22 that was $549 which came with a 6 month warranty. 3 months later the transmission was slipping bad. I contacted them and spoke with **** and he did honor their warranty. However, I had to wait 6 days for another transmission. **** said he would call me. He never did. So I drove 45 min one way to pick up the new transmission and drop the bad one off. I asked if the new transmission is warranted for 6 months. The answer was NO. The warranty is only good for the 6 months when I purchased the first one. so this one had a 3 month warranty. so I spent money having original trans taken out, and put new one in. Then again for the second one. After the second was installed there was no second gear. At that point the mechanic advised me to purchase a rebuild kit for my original and he would rebuild it. On 6/14//22 I returned the second bad transmission and I was then advised they would send me a check which would be mailed out the following day. Thursday came and nothing, Friday came and nothing. So I called to see what was going on and spoke with ****. He stated he went out of his way to get another transmission for me when I contacted them that the transmission failed and said well, how do I know you just didnt take the transmissions and Frankenstein them together on your original! And then he said I sell 500 motors and transmissions a week! Its Friday so Ill get ahold of you next week! Then he hung up on me. So I was hopeful the check would be in the mail on Saturday. No check. I called Saturday and spoke with a csr and she said theres nothing in the system about me getting a refund. I checked the mail today and once again no refund. So I called the business again with absolutely no help So now I still dont have an operable vehicle and $1500 in the hole.