ComplaintsforMars Auto & Truck Parts

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a coyote motor swap kit with a manual transmission and power steering pump on 11/27/23. The purchase claimed a 6-8 month window of completion. I requested and was given a refund for the power steering pump and trans as they were no longer wanted. I called and spoke to the owner approximately every other week about how it was coming along from the 5 month point onward. He always has some excuse about why it’s taking so long. I gave him the benefit of the doubt and allowed the full 6 months. Next he said it’s looking like it will be the 8 month point for completion. After the 8 month point he kept adding time, claiming end of July then end of august then mid September. He has given me nothing but lies and as I spoke with more people about it, I came to find out that many had the same experience and were currently over a year and still waiting on their parts. Near the end of august I spoke with the owner about getting a full refund. He said he would talk to accounting and get it started. After receiving no check as of 9/5/24 I called again and he said he’d get with accounting and get it started. He hadn’t even started it over the 3 week period I had allowed him. I spoke to him today and said I wasn’t waiting anymore. He needs to send me a refund check today. He said he couldn’t support a check of full value, less than 10,000 or it would bounce. He said he could pay me in 3 payments. This man is a liar and a thief. He has taken my money and operated on it interest free the same as he has done to so many others. He needs to pay me my full value so I can wipe my hands of this immoral and misrepresenting business.

  

  Business response

  09/17/2024

  We have had issues in our production department and we are working to correct them and get caught up as we are running behind initial promised lead times. We have mailed the promised partial refund payment to *** ******.  We will send the next check as agreed. This next check will be sent via UPS so it can be tracked. I do apologize for the inconvenience we have caused ** *******

  Customer response

  09/18/2024

  Better Business Bureau:
  
  It has been like pulling teeth to try and get him to pay me my refund back. Filing a complaint with the BBB as well as the Ohio state attorney is the only thing that has caused any action on his part. I did receive 1/3 refund with the promise of the other 2/3 to come. It’s a poorly and unethically operated business and I will not return and can not strongly enough discourage others from doing business with him as well. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’m reaching out to file a complaint against Mars Auto & Truck Parts because I’m really hitting a wall here. I placed an order on June 22, 2023, paid in full 8k, expecting everything to be smooth. The deal was a six-month delivery time or around that time , but here we are almost a year later, and I’ve still got nothing. The bigger issue? The updates from them are few and far between—and when they do come, they’re hardly accurate. Every time they’ve given me a new delivery estimate, it’s been way off. It’s super frustrating not having clear info, especially when you plan around these things. This whole scenario is messing with my schedule big time. I was hoping for the package to come before my deployment which was 5 months after the 6 month mark given. I’ve got commitments that depended on their original timeline, and i was stuck making last-minute plans without any solid info on when my order will actually arrive. I’d really appreciate any help to get this sorted. Just looking for Mars Auto & Truck Parts to step up, keep me in the loop properly, and finally deliver on what they promised. Thanks for looking into this.

  Customer response

  05/21/2024

  Hello again I am reaching out to see has there been any updates or a reply back from the Business?

   

  

  Business response

  06/20/2024

  [[BBB transcription via phone call]]

   

  The business stated they have spoken with the consumer and the consumer is aware it will take additional months. 

  Customer response

  06/21/2024

   I am rejecting this response because:It has now been 2 days short of a year since I placed this order, and despite your initial estimate of a six-month delivery timeframe, I am still waiting. This extended delay far exceeds any reasonable expectation.
  
  
  In my previous communication, I explicitly mentioned that extended timelines would be problematic due to my upcoming deployment. As I write this and you didn’t even respond to that ! I am currently on deployment, and the continued delays have caused significant inconvenience. An additional 2-3 months beyond the initial six-month estimate might have been understandable, but a total delay of 12 months is entirely unacceptable.
  
  
  Your communication throughout this process has been severely lacking even after the. To date, I have only received one email  and one phone call that I had to make to your team and couldn’t even get solid time lines then. This is not only unprofessional but also incredibly frustrating, given the substantial financial investment of $8,000 that I have made. essentially giving them an $8000 loan for them to do whatever they want with it and leaving me in the dirt.
  
  
  Moreover, your policy of retaining 25% of the order cost if I choose to cancel is an egregious overstep. After waiting a full year without receiving my order, it is unreasonable to expect customers to accept a $2,000 loss if I where to cancel. This policy only adds to the poor experience and further demonstrates a lack of consideration for your customers.
  
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an engine swap kit from this company Mid January. After 6 months I started getting curious when the swap would arrive so I could begin my work. I had called numerous times with different excuses/reasonings each. First call it was said that there were 2 customers ahead of me. I waited another 3 weeks before checking in again. This time I was told that two of the employees responsible for the auctioning were on vacation and to check in again in 2 weeks. I waited a month to be a little more forgiving. This time, I was told there was 5 more people in front of me and that once ready I would receive shipping information via email. This was over 6 weeks ago. I am deeply discouraged from spending this much money and being fed excuse after excuse. I would like a deadline to be stated and promised or proper action shall follow.

  

  Business response

  11/08/2023

  We are running behind in our engine production. With delays in parts procurement, it is hard to nail down a specific date when an engine down the list will be ready. Auto parts supplies still haven't recovered to pre-pandemic delivery times. The recent auto strike also effected the ability to get parts hindering our production schedule even more.  We work through the orders we have in the order they were placed and though we understand it is frustrating, there are other customers that have waited longer and are ahead of this order. We feel it is in everyone's best interest to fulfill orders by when they were placed.  We do apologize and will try to help in any way possible.

  Customer response

  11/08/2023

   I am rejecting this response because:
  As per my last message, being told I’m next in line, or having one or two ahead of me, then being told 5 ahead and then being told this is unacceptable. I have made 100% of the efforts to make communications and received 0% efforts in updates or anything via email or phone call. I paid full price and waited the full time, the fact of the matter is the lack of communication and abundance of excuses has me very disappointed and discouraged. It is very disheartening and hard to feel I can trust what I’m being told with these continuous and motionless events. After trying to reach out to the owner with no return phone call, I cannot believe anything I read or Hear without physical proof of action.  
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a very rare 2013-2014 Mustang GT500 engine swap kit from this business on November 7, 2022. The lead time was stated to be 6 months. 6 months passed with no contact from this business so I called them to inquire about the status of my order. I was told it would be an additional 2 months due to a laundry list of reasons. I accepted their response and waited, patiently. Two months went by without any contact from the business, once again. I called a second time to inquire about the status of my order only to be given the same response that it would be another two months before they could deliver. At that time, I inquired if they had actually purchased the very rare donor motor that I paid for as there were several available on November 7, 2022 as I as told. The customer service individual informed me that the donor motor had not been purchased. That was a violation of our verbal agreement I had made with them when I first called in to order my motor. They assured me that if I wired them the money they would secure me one of the donor motors that was available on the market at the time. I was very unhappy to hear that my donor motor had not been purchased but was willing to give them another two months to deliver. It is now October 6th, 2023 (11 months after my initial order) and the phone call I just made to this business, inquiring about the current status of my order, confired they still have not purchased the donor motor, are not ready to ship what I paid for, and did not have a timeframe to give me for delivery. I have essentially floated this business a $20,000 loan for 11 months and that is unacceptable. I could have purchased many motors within this timeframe and my project timeline has suffered significantly. They have had plently of time to deliver what I ordered and I would like our agreement honored.

  

  Business response

  10/16/2023

  As stated by ******************, the engine is very rare.  As the donor cars have come available we have to make sure they match the criteria for the customer's needs. We have had conversations about what he is is willing to accept. Most of the donor cars that have come available have been under water in floods and these are not acceptable. Other cars have had parts removed from the engine and therefore are not in running condition. We are continuing to look for a suitable donor to fill this order and as soon as one comes available we will purchase it.

  Customer response

  10/16/2023

   I am rejecting this response because:  I called this company and spoke to someone, before sending any money to them, to verify that there were no outstanding orders ahead of me for this particular motor and that a suitable donor was available at that time.  I was told there were multiple available, at that time, that matched my criteria.  It is not my fault, as the customer, that this company chose not to purchase one of the available motors supposedly on the market when I wired them the money for my order.  Again, a nearly 12 month, interest free, business loan of $20K is not acceptable.  If the motor was not available at the 6 month cut off and no suitable examples were on the market, my order should have been promptly cancelled by this business and my funds returned to me in full.  Instead, I continued to receive the it will be 2 more months, excuse, twice.  So if there are no motors currently available, how do you expect to fulfill my order in two weeks like you just recently told me in the phone, right before I posted this complaint.  Something does not add up here.
  

  

  Business response

  11/09/2023

  ***************** has never asked for a refund. He stated that we should have cancelled his order. However when we have spoken on the phone, even after discussing the delayed delivery, he never asked for a refund. Therefore I was under the impression that he was willing to wait for us to provide the engine he ordered. If that is what he wants we can begin the process.

  Customer response

  11/09/2023

   I am rejecting this response because: That is correct, I never asked for a refund becuase the person I spoke to each time kept assuring me they could deliver if I only gave them 2 more months.  The last time I was told it would be 2 more months, I told them that was all the additional time I was giving them.  That fact is clearly not being reported, it seems.  That conversation should be on the recording for my second to last call with them, since they record all calls apparently.  I recieved no response from them after the the last 2 additional months had expired so now I am filing a complaint as it is well deserved.  I paid them up front with an understanding that one of the availble motors on the market, at that time, would be purchased for me but final deliverly could be delayed up to 6 months.  It was clear, during the second to last phone call with this business, that they violated that ageement and did not purchase a motor for me and now they are facing the reality of no more acceptable motors being available because they used my money for other purposes than fullfilling my order.  From the looks of things, I gave them a twenty thousand dollar loan, for a year, for free.  That is not acceptable to me and not how an ethical business should operate.  The fact that there has been zero communication initiated from this business says it all.  So yes, regardless of me asking for a refund, you should have cancelled my order and refunded my money after the 6 month deadline, if you could not deliver at that point.  The simple fact that this did not happen, speaks volumes about how poor this business's practices are.  I do not seem to be alone in receiving this kind of repsonse from this company so this is clearly not an isolated occurance.
  
  
  

  

  Business response

  11/10/2023

  We do not automatically cancel orders with the customer specifically telling us they want to cancel. Some customers want to continue to wait. So do you want to start the refund process?

  Customer response

  11/13/2023

   I am rejecting this response because:  No, we are way past you getting away with just refunding my money.  I have turned this matter over to my attorney.  You will be hearing from them shortly.  Thank you.
  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an engine swap on 1/1/2023 and paid the required amount due within 24 hours with the sales manager. I then followed up on March 20, 2023 to validate there were no delays in the proposed 6 month delivery of June 2023. I then called 3-4 times in conjunction with emails asking for updates. I finally got a return call by the same sales manager indicating I was half way through the estimated delivery in which I acknowledged, but wanted to confirm the 6 month duration. I then reached out in early June to confirm an ETA for delivery since it was soon approaching. Again, after more than a week with no reply I called and was told it would be 60 days (now late July) for the delivery. In Mid-July after no call on an ETA, I called and was told it was another 45 days (now mid Aug). Then, I called and emailed early Aug 1 to confirm and was told (after several attempts) it would be the last of the month but was absolutely on the schedule. Now, 8 months later, I called today, 8.21.23 and a different sales person said the donor vehicle hasn't been purchased and couldn't promise an ETA. I'm asking for an immediate delivery or a refund but the the two managers I talked with previously haven't returned my calls. This is very poor business practices and wish I have done my purchase else where and believed the BBB reviews I read. Shame on this group for not being truthful. Buyers beware.

  

  Business response

  08/29/2023

  We have had the donor car purchased before this complaint was filed. We told the customer we would do our best to have his engine ready around the end of the month. We will begin assembling the engine kit tomorrow. The kit should be ready ship the beginning of next week.

  Customer response

  09/06/2023

   I am rejecting this response because: The response from Mars is not appropriate as there is no validation of the purchase via VIN numbers, phone calls/emails, etc. It was only after I reported sent notifications to BBB they responded. It's either that or the other sales person was lying to get in trouble (which is ridiculous). And to beat all, the respondent said they were looking to ship early this week per their BBB response, and STILL no communication from them as such. Again, they are not reliable or unprofessional. Looking to the local officials and **** Att Gen to take it to the next level. 
  
  
  

  

  Business response

  09/06/2023

  The *** is *****************. The engine is nearly ready. We had to order some parts from **** and because of the holiday weekend it took longer than usual. We really are working diligently to get your kit ready and shipped. We will let you know the moment it is ready to ship.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 2022 I ordered an engine transmission package from mars auto and added a power steering pump to be added. After months of waiting I received my engine combo but not my $900 steering pump. I contacted them when I received it and told them it was not there and was told they had just received them and would be shipping it out. This took place on April 13th 2023 after finally receiving my engine and now it's May 8th 2023 and they have refused to answer any of my messages about my pump or a refund of $900.

  

  Business response

  06/12/2023

  We sent the part out and he received it on May 15th.

  Customer response

  06/13/2023

   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.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order and wired $12,424.99 to Mars Auto for an L99 engine and transmission on May 13 2022. At That time I was told it would be a 6 month lead time which put delivery at Nov 13 2022. As the delivery date grew closer, there was no contact from Mars. So I called for an update I was told due to complications with labor resulting from Covid my delivery would be pushed to December. I was ok with that, but then have since been told January and now February. I have reached out twice by phone and replied twice though the order email with no response. When I looked at the BBB site there are several complaints against this business for the same practices which leads me to believe they are just taking orders and surviving off of the cash, only delivering to those that scream the loudest. I have requested as of today a full refund since there is no information being provided that they even in-fact have an engine to deliver. I will not be paying the restocking fee. This is really a terrible way to run a business. I have wasted a lot of time waiting on this engine when I could have ordered from somewhere else. I wish I had done more research before purchasing from them. $12K is a lot of money to have sitting in someone else’s account.

  

  Business response

  12/26/2022

  I spoke to this customer regarding a refund. A couple of hours later this complaint was made. I don't know if he wants us to go forward and complete his order or proceed with the refund he inquired about. I gave him a the completion date we have on our schedule for his order.

  Customer response

  12/27/2022

   I am rejecting this response because:
  
  There had also been a message left two days before to have someone call me back regarding the delivery date.

  As you stated two days later Someone was supposed to contact me regarding how to get a refund started. After this phone call is when I looked up all the complaints against your company for the exact same issues and practices.

  Since obviously no one wanted to discuss delivery, I decided filing a complaint was the only course of action to either get my engine or a full refund. 

  I still haven’t heard from anyone associated with your business about moving forward or about a refund.

  The poor communication and missed delivery deadlines are the issues being disputed in all of these complaints. Please try and find the integrity to reach out and offer a reasonable solution.  

  

  Business response

  01/06/2023

  Per the terms and conditions of the sale, lead times are only estimates. Mr. ****** called in and spoke to **** and the outcome of that conversation is that Mr. ****** is willing to wait for his kit to be completed in approximately 6-8 weeks.

  Customer response

  01/06/2023

   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.

  Customer response

  03/13/2023

  [BBB transcription via email]

  
  

  Hi since this complaint was last updated the company has not sent me an engine or an update.
  

  

  Business response

  03/16/2023

  *************** called and we discussed his situation and we came the agreement that he is willing to wait two more weeks to allow us to complete his engine kit.

  Customer response

  01/02/2024

  It took several more months, but the business finally sent the consumer the order.  He considers the matter resolved.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son ordered a engine and transmission swap kit for me Oct 4,2021- at the time of order we were told about a 12 to 15 week wait time- ok thats fine. They immediately took the money from my debit card. Here we are Sept 7, 2022 and still no motor. EVERY TIME I call for an update I get some bull excuse about covid and no employees blah blah blah. Their voicemail recording says all calls are recorded, so PLEASE feel free to listen to all the calls Ive had with *****, who I believe owns the company and listen to every time he LIED to me. When Ive asked for a refund, he says sure with a 25% restocking fee (nearly $2500). RESTOCKING FEE for what???? I havent received anything from them other then stress, lies and anger. I made a complaint last week and ***** called my son right away to say ooo dont worry we are on that motor right now and who is this ***** ******** that made this complaint? My son replied, thats my mom and its the motor for her truck and its her debit card you took money from. Now this week, Im told they cannot talk to me since the order isnt under my name. Im done with their games, I want a full refund immediately and for this business to get some sort of schooling in morals, trust and customer service. If I could give them a negative rating I would. My next step is to the State Attorney General.

  Customer response

  09/08/2022

  Clarification from my son ****** *****

  

  Business response

  09/08/2022

  We spoke several times and I gave you the best information I had at the time.   I talked to ****** last week and he seemed to understand that supply issues are going on everywhere and he was ok when told him it would be ready to ship on Friday.  He called again this week and I told him that it was already to go and we were waiting for the trucking company to pick it up. He said that was fine. The motor has been picked up and is on the way to you. We apologize for the delays, but in today's world they have been unavoidable.
  

  Customer response

  09/08/2022

   I am rejecting this response because:
  I would like trucking company info and a tracking number please.
  
  

  

  Business response

  09/12/2022

  The trucking company is ESTES Express and the tracking number is PRO#:***********

  Customer response

  09/12/2022

  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.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a motor and transmission November the 2nd 2021. I paid over$10,000 and I was told at most it would take 12 to 16 weeks.

  

  Business response

  05/26/2022

  We have discussed the situation with ******************, and we have resolved it by offering a refund.

  Customer response

  06/16/2022

  [BBB Transcription via Email]

   I am rejecting this response because:
  
  I want my full refund of my money. Its been way to long. I should not be charged a 25% fee for something I never got. 

  

  Business response

  06/16/2022

  Your refund has been processed. You should see it in your account in the next couple of days.

  Customer response

  06/16/2022

   I am rejecting this response because:
  
  
  I want my full refund I don't care what excuse they come up with. They sold me on a ***** week wait time. I waited double that without a update phone call or anything.They were very rude when I called asking questions and you can't charge someone a restocking fee if they never gave you the product to restock..Also when I had enough and said just said keep the 25% restocking fee they still never gave me my money here it is a month later and i haven't received my refund. So yes I want my FULL refund back

  Customer response

  06/20/2022

  [BBB Transcription via Phone]

  I just want my full refund back . 

  

  Business response

  07/06/2022

  [BBB Transcription via Phone]

  I sent him his refund minus the 25% order cancellation fee. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for an engine and transmission from Mars Auto Parts & Engine Swaps 3456 East Waterloo Road, Akron, Ohio 44312, Phone number (866) 321 6277, ****************** on November 18th, 2021. At the time I was told by the sales person John that the lead time would be 12 weeks and now 21 weeks later I still haven't received my engine. When I call MARS today, I was told that it would be at least another 10 week before i would receive my engine and transmission. When I asked about getting a refund of my $10,649.00, I was told there would be a 25% charge if I canceled. This robbery, they have done nothing for me and wants to keep $2662.00 of my money.

  

  Business response

  04/20/2022

  We have talked directly to this customer and explained the situation with setbacks because of COVID and supply chain issues. We did discuss a refund. In accordance with the terms and conditions that were agreed to at the time of placing the order, a 25% cancellation fee would be deducted from the total. We do apologize for the delay.  We are working diligently to get every order out as soon as possible.

  Customer response

  04/20/2022

   I am rejecting this response because:
  
  I am not paying them 25% ($2500) for doing absolutely nothing for me. I would like the engine and transmission I ordered or nothing less than a full refund. They should be the the ones paying me interest on my $10649.00 and I got nothing but disappointment. They are running a scam getting peoples money, not providing the services they were paid for, then want to keep 25% because they didn’t do what they were paid to do.

  

  Business response

  04/20/2022

  We are not running a scam. Many automotive supply chains have been running with huge delays. We will provide the ordered parts, it will just take longer than originally anticipated. Again, we apologize for the delay. If the customer is not willing to wait, we do offer the cancellation with a fee.
  

  Customer response

  04/21/2022

   I am rejecting this response because: I need my parts in the next 4 weeks or a full refund. BBB needs to change this business's rating to reflect the complaints for the same issue. This business don't deserve an A+ rating since they continue with the same practices that everyone is complaining about.
  
  

*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. ↩