ComplaintsforParts Geek LLC

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 25, 2023, I ordered on-line, a license plate bracket, Order #*********** from Parts Geek of Doyletown, PA. I was charged $31.73 for the part and shipping. It arrived on July 28 via *****. I opened the envelope and the wrapper covering the part was ripped open and the part had damage on the right upper corner. Evidently a damaged returned part. I contacted the Customer Service department, waited in hold for about an hour, and then, at their recorded message, placed a message to call me back. Over 3 hours later "*****" from CS called. He stated they do not ship damaged parts. My reply, I'm holding the item and it is smashed on the corner, and the wrapper is ripped open. He said to use their website to request a Return Materials Authorization, since he can not issue such. I have to request it in the webpage. The webpage as of today (8/14) still shows a non-delivered status and will not "cancel", send an "RMA", or accept a cancellation request. I've tried many times to use this part of their website, but its is stalled on the issue. "*****" cannot over-ride the system. So back to the customer service phone line, nobody knows a *****, and we go around the bush again. This is not a reliable supplier. their customer service is useless, the website system is the worst system that seems to take only orders and screw the customer. I contacted my credit card company, and my account has been charged $31.73 on the day of my placing an order, It seems taking in money works for them, but not resolving problems. I need your assistance with this issue. Its the first time I'm using BBB. But when a supplier has such a bad attitude, I have no other recourse. Thank you for reading my complaint, and I hope this gets resolved before I need any legal action.

  

  Business response

  08/21/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/25/23, **. ********** placed an order for SKU: ********* - 2013 ****** ***** License Plate Bracket, however, they reported that the part was damaged when it was received.
  As mentioned by one of our associates, Parts Geek does not ship damaged parts, and this may have been caused to poor handling by the carrier that handled the delivery.
  Due to some technical issues, the delivery status has not reflected yet on our system which usually takes a couple of hours to sometimes within 24-hours for a return to be set up online, due to this, a return was not immediately created for the order.
  In good faith with the BBB and **. *********** we issued a full refund of the order and we'd like to assure him and our customers that we take the reports of these issues seriously and we work hand in hand with our customers to fix issues they have with their order to uphold customer satisfaction.
  **. ********** will see the reflected refund back to their account within 2-4 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/24/23, I ordered a steering rack from Partsgeek, and they processed a payment for $1,620.69. A ***** tracking number ************ was provided on 7/25/23. While the item was slated to be delivered in 3-5 days, I waited roughly two weeks to request and update on my transaction. While ***** shows a status of "Label Created", I was informed on 8/4/23 that PartsGeek would be starting a tracer investigation with ***** which could take up to 14 additional days. ***** informed me on 8/8/23 that they were never in possession of the package and that no tracer investigation was started, After informing PartGeek, they still indicated they were "investigating" and would not agree to a refund. Furthermore, and provided to BBB, their support agent, although not agreeing to a refund, explained "I'll be honest with you, if you would have asked me I would have never provided you the part" and that "that brand has posed a lot of problems with a lot of our customers so we never try to provide it". Based on the information above and the actions thus far, the only reasonable outcome is a full and immediate refund. The funds were sent and processed directly by PartsGeek through ****** and they should have adequate resources to return money on an unreceived item without undue delay. It would be difficult for me to purchase from this vendor again.

  

  Business response

  08/16/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/24/23, placed an order for SKU: *** - 2009 ******* ****** Steering Rack (******* Axle) and our warehouse shipped this via ****** ************, but due to a ***** issue, the part was not scanned and was not delivered.
  When this was reported to us by ************************, we immediately notified the warehouse and they filed a claim with ***** which started conducting the investigation, during the investigation, it was confirmed that this was lost and a refund was issued on 8/8/23, but due to a Chargeback that ************************ opened with their financial institution, the refund was placed on hold by their financial institution in which Parts Geek won, and the refund has been released and should have reflect **************************** payment method that they used to place this order.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered an AC compressor and condenser kit on July 11, 2023 with a delivery date of July 13. Part of the order shipped and was received. I reported the other portion as not received online through parts geek and was told multiple times to allow time for delivery and then reached out to them through phone call multiple times where I was told the warehouse would look into it and get back to me within 48 hours. I have yet to receive any response from the warehouse and its been yet another week without the parts I paid for. No one here seems to be able to offer a solution. Im out $333.66!

  

  Business response

  08/16/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/11/23, **************** placed an order for SKU: ******** - 2000 ***** *** **** A/C Compressor and Condenser Kit, but received a partial kit with only the A/C Condenser and the rest of the parts were missing.
  Per the warehouse, everything was shipped out, and since the weight matches and our warehouse confirmed this was shipped with everything on it, we had to file a claim with the carrier for the missing pieces which may have been lost during transit.
  Unfortunately, **************** opened a chargeback with their financial institution which prevents us from issuing a refund for the order, and at this point, we would have to wait for the resolution of their financial institution in order for us to proceed.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a radiator from parts geek 5 days ago. I got a condenser yesterday. I have been on hold with customer service all day. They said that they would call back and never did. I have disputed the transaction with my bank. I recently looked at the reviews and they are all 1 star. Someone has to hold these people accountable for their mistakes. I hope you all can help. Thanks in advance.

  

  Business response

  08/04/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/30/23, **/****************** placed an order for SKU: ******* - 1989 **** **** ********* Radiator under Parts Geek Order Number: **-********.
  We received a ticket that was opened by **/****************** on 8/3/23 reporting that they received an incorrect part in which our Customer Service Team immediately took note of and requested for photos showing the incorrect part received so we can confirm them and assist them in resolving the issue, however, as of 8/4/23, we still have not received a response from **/****************** regarding our request for photos.
  If **/****************** can provide us a photo showing the part itself that was received in the package, this will help us get this issue addressed and resolved.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a gas tank( $450) on line the Parts Geek sent wrong tank , an it was damaged. Called an texted, sent pictures of wrong part and part # of wrong part, also told them on the phone it was damage. They sent me return information with the correct part number listed( it states that if the part numbers don’t match there will be no refund. The head line says Inaccurate web description no they sent the wrong part and are trying to miss lead my return. It also states that if the parts are not resalable there will be no refund. They were told it was damaged. I am expected to pay the return shipping and will not return the item until they take responsibility for sending the wrong part, state they know it is damaged and list the correct( wrong part # I’m returning). I’m not going to spend more money in shipping to have my return denied.As you already know I hope, these people at underhanded please help me to resolve this!

  

  Business response

  08/08/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/26/23, ************** placed an order for SKU: ************* - 1965  ******** 230SL Fuel Tank, however, on 7/30 they notified us that the part they received was incorrect.
  After further confirmation with our warehouse and from ************** who provided us the information we need to validate the issue, it was determined that this was a possible catalog issue which is why it's stated as Inaccurate Website Description.
  An RMA number was issued on 8/7/23 along with a return label in which ************** can use to send the part back.
  As all online companies do, once a return is made and received, it will undergo inspection and processing to ensure it's not damaged or used in anyway which will render the part not resalable which is why they were also informed about it.
  A refund will be issued within 3-5 business days upon delivery, inspection, and processing of the part, but this maybe further delayed due to the chargeback filed by the customer with their financial institution which will require us to wait for their resolution before any refunds are processed.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a front end kit for my truck. I paid for 2 hours of labor so far and used about half the parts to find out that the control arms aren't the correct ones that should be in the kit. Parts Geeks wants me to pay the mechanic to take everything back off and return the entire kit instead of just sending me the correct control arms. My mechanic rate is $150 an hour. This is absurd! I would then have to double pay him again to put back on the parts that he already put on and took off. This was my 2nd order with this company and you would think they'd have better customer service than that! I literally only need the correct control arms which is 2 pieces.

  

  Business response

  08/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  On 7/10/23, ************** placed an order for SKU: ******* - 2001 **** **** Control Arm Wheel Hub Ball Joint Kit, however, they reported that a portion of the kit did not fit their vehicle.
  
  Unfortunately, as stated on our policy, we cannot ship out replacement parts, however, we are able to take the parts back for a full refund as long as all parts of the kit is unused and in a resalable condition.
  
  Since ************** installed a portion of the kit already we are unable to accept the return at this time.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/07/2023

  There was no way to know the control arms would not fit until we got to that point. We had already put half the kit on the vehicle before we were able to realize the control arms were too big.  I ordered the correct kit for my vehicle. It is not my fault that 2 pieces were not the right size. And since I has already installed half the kit, those pieces were used and no longer in packaging making it non returnable. This is very bad business. However, I was told to take all it back off and return it but I had just paid mechanic 2 hours labor to put those pieces on and I would have had to pay to remove them and turn around and pay again for the new kit to be put on. This is beyond ridiculous and I am going to review your company on every social media platform possible. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  

  

  Business response

  08/11/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that ************** did not agree to our explanation.
  
  However, as stated on our policy, for kit returns, the entire kit must be sent back for a refund to be issued, but in good faith with the BBB and **************, we issued a refund of $70.95 which is the price of the Control Arms from the kit which will reflect within 2-4 business days on the same payment method used to purchase the part.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  

  Business response

  08/11/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that ************** did not agree to our explanation.
  
  However, as stated on our policy, for kit returns, the entire kit must be sent back for a refund to be issued, but in good faith with the BBB and **************, we issued a refund of $70.95 which is the price of the Control Arms from the kit which will reflect within 2-4 business days on the same payment method used to purchase the part.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/8/2023 - Re: Parts Geek order number **-******** - I ordered Left and Right Action Crash Capa Certified Headlight Assembly for a 1997 ****** *****. Invoice including shipping paid was $112.78 ($43.47 per headlight) 7/12/2023 - Parts Geek shipped ***** *** *********** and ***** * ***** Parts. Their Web site advertised @ a total Cost of $47.96 plus shipping costs (1/2 of what I paid). At no point on/after 7/8/23 was there any attempt to advise of Action Crash parts not being available, and no outreach to discuss refund difference for the parts. This is a very deceptive business practice. 7/12/2023 - I called Parts Geek Customer service, and supervisor ****** at ext. **** who advised that the Action Crash assembly was not available, and sent a return shipment label for the incorrect parts, and advised that a refund for $112.78 would be issued as soon as the parts were returned. I was encouraged to place another order for the replacement parts - order *********** for *** Headlight Assemblies for $128.20 (with $13.22 shipping) , and George said he would work to refund the shipping cost for new order. 7/13/2023 - I shipped the parts back to Parts Geek and they arrived on 7/**/2023. 7/20/2023 - I spoke to Jenny at Parts Geek customer service at ###-###-#### who advised for order number ***********, a $92.61 refund would be processed. I advised her that the wrong part was sent to me and I was seeking a full reimbursement of $112.78. She advised a refund would be processed for $20.17. I requested a call back from George to discuss refund of shipping cost for Order **-******** ($13.22) 7/23/2023 - a refund was issued on my credit card for $ 92.61 by Parts Geek vs. a refund of the total amount for Order # **-********* credit card refund for $112.78. 7/28/2023 - BBB intervention requested to work with Parts Geek to get refund of $20.17 for shipping/tax due for order **-******** and for a refund of $13.22 for shipping costs for order number **-********.

  

  Business response

  08/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 7/8/23, **/************** placed an order for SKU:********** and ********** - 1997 ****** ***** Headlight Assembly, but reported on 7/13/23 that they received an incorrect part in which our team validated the issue through the photos that were provided and we issued an RMA Number along with the return labels for the return.
  The items were refunded on 7/20/23, but the shipping fee was not included on the refund since as stated on our website, How much will my refund be?
  Refunds will be issued on the part itself minus any discounts. Outgoing shipping charges are not refundable for any reason. Your total refund amount will be listed on your refund e-mail.
  However, in good faith with the BBB and **/**************, we issued a one-time courtesy refund for the shipping costs.
  This will take 2-4 business days to reflect the same payment method used to place this order.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a part for my vehicle online on 7/27/2023 and total amount for the part/shipping/insurance/tax was $915.78. I used my ****** account to complete the transaction and then emailed an order conformation. I then received an email from Parts geek on 7/28/2023 @8:26am stating that I had to submit a copy of my drivers license to them in order for my auto part to be shipped. That raised a red flag to me due to the fact I used my ****** account to make the purchase and that information has already been verified through them. What they are doing is blackmail/coercion. I did send them a copy of my electric bill, blocking out my account# and other personal info. leaving them to be able to see the electric company's name, my name and address. My vehicle is broke down, I am disabled and in a desperate need. I just want them to ship this part that I have already paid for!

  

  Business response

  08/02/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  Due to the increasing number of Fraudulent transactions affecting online companies and stores, we had to implement strict procedures in processing orders and we attempt every measure to protect our customers.
  In accordance to all credit/debit transaction regulations, all merchants are required to present a positive AVS, but with your transaction, this reflected a negative AVS which is why we requested a form of verification such as your Driver's License and/or a Utility Bill confirming the Billing and Shipping Address for additional security measures. Since you did not agree to this process, we canceled the order and voided the payment you made for the order. Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was July 21st The part was 116$It was ordered online The order number is ******** Tracking number is ****************** Parts geek mailed me an empty box with plastic rectangle bubbles inserts The box was empty. No parts what so ever.. called them soon as i opened the packet with in 5 min of delivery they said send an email with a picture so they can process the refund.. did just that.. waited now they are saying the packed was delivered and they are not responsible for the refund to take it up with ********* stated the box was never opened the part was shipped as the received it.. I really just want my money back.. they scammed me and shipped a empty box...I will.never order.from them again I am so angry ?? ??

  

  Business response

  08/01/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/21/23, ************** placed an order for SKU: *****-******* - 2019 ***** ***** ******* Flex Plate.
  We received an update from ************** on 7/22 stating that they received an "Empty Box" without the parts we sent.
  Our team validated the tracking information and our warehouse confirmed by the weight of the package that went out that the part was properly packed and shipped to ***************
  In line with the issue, we requested photos of the box, along with the labels on the box ************** received so that our warehouse can request a claim with **** however, the photo we received from ************** does not show a clear photo of the labels which we requested again, but we didn't receive any response since 7/30/23.
  We have notified the warehouse again to try and file a claim with *** with the photos we have on hand, but if ************** can provide the photos we requested this will further assist us in getting the issue resolved.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a part that says label was created but never picked up by delivery service, contacting the company I get a run around about me being refunded and keep getting emails they are trying to contact the warehouse.

  

  Business response

  08/01/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 6/27/23, ************ placed an order for SKU: ***** - 1963 **** *********** Water Pump.
  Our warehouse shipped this with USPS via Tracking Number: **********************, however, there were no updates regarding the delivery from USPS and our warehouse was notified of the issue which they immediately notified USPS.
  Due to the delays in the investigation done by USPS, we had to wait for them to provide an update and as of 7/25/23, this was confirmed to have been lost and a full refund has been issued to ************ payment method.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

*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. ↩