Complaints

This profile includes complaints for CJ Pony Parts LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CJ Pony Parts LLC

  7461 Allentown Blvd Lower Paxton, PA 17112-3609

  
• 

  CJ Pony Parts, Inc.

  2730 N Lamb Blvd Las Vegas, NV 89115-3403

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:06/06/2022

  Type:Customer Service 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.

  Placed an online order with the company on 19April2022, for a product I never received. On April 20th, I received an email about the product on backorder and shipping to be 4-5 weeks out. I attempted to contact the company directly 6 1/2 weeks later through the phone, but no response (twice) when requesting a call back. I also attempted to speak with an "agent", through their automated prompts, but no one was answering the phone calls after multiple attempts, on different days. This company literally does not have a customer service, and apparently I will be out $104.93.

  

  Business Response

  Date: 06/08/2022

  Located customers information will be following up with him regarding his order giving his lead time. 

• Initial Complaint

  Date:06/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1 I bought two products and paid for two day over air shipping. I was guaranteed that it would be shipped same day and received Friday 6/3. Friday 6/3 comes and I still had not been given a tracking number and order was stuck in process. So I tried to contact the company by phone, chat, and email. Several times to no avail. Then finally I did get an associate on the phone that explained to me that for some reason my order was on hold. He couldnt explain why but would be calling me back to update me in 30 min. 2 hours pass and he had not called back so I called them back. At which point I was told by another associate that the order had to be approved by a manager and that is why it had not shipped. Even though the website guaranteed the order to be delivered. The associate then did refund me the 121 dollars for the shipping, however he then replaced the order, with free standard shipping, which could put my order out another 7 days when I was guaranteed 2. As well as the order still order in process with no explanation to when it will be shipped or when I will have the product. I do feel the company should have at least tried to stood behind delivery. I understand that things happen, but pushing my order out further with standard shipping when I was guaranteed doesnt seem like very good customer service. At this moment I am still waiting to even get a tracking number or any shipping information.

  

  Business Response

  Date: 06/07/2022

  I will be reaching out to the customer.  His order was delivered on 6-7-2022.  The order was on hold due to being first time order and a high cost order.   When this happens we do reach out to the customer to verify the information.   This policy is to project our customers from an fraud.  

  Customer Answer

  Date: 06/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

   though the product was finally delivered it was not delivered in the guaranteed time frame. The company did not reach out to me I had to reach out to them when the item did not deliver on the first agreed upon time. I paid 121 dollars for shipping for a guaranteed date. I was recharged this 121 on Friday and told my order again would be here on Monday. Second guaranteed shipping date. I did not receive the package until Tuesday. Again not delivered at the guaranteed time yet I was charged for that guarantee. I lost a customer and the 121 dollars. I feel as since the shipping is guaranteed on your web site, and was guaranteed again by a customer service agent for a different day that did not happen. That this company should stand by the guarantee and refund the shipping cost. Product did arrive Tuesday, box was open and damaged. Product inside was fine other than it was for a 2015-2017 ******* not a 2019 as I had ordered. It all fit though an I am happy with the product however not with the loss of the shipping cost for the companies promised delivery dates they were not fulfilled. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** ******** ******* Exhaust System (PN ******) on March 8, 2022 from CJ Pony Parts. The original order invoice ID is ********. Following a month of use on my vehicle, the driver's side muffler developed a vibration sound at all times. I contacted the manufacturer, ****** ***********, on 4/29/2022 and was instructed to contact the distributor, CJ Pony Parts, to receive a replacement system. I contacted CJ Pony Parts the same day, 4/29/2022, and was given an request number (******) and told my request would be reviewed and I would be notified of their decision within a few days. After not receiving a return call in 2 weeks I called CJ Pony Parts again on 5/13/2022 and was instructed they needed 2 weeks to make their decision and to call back on Monday, 5/16/22. I again called on 5/16/22 and was told by the customer service rep that a new exhaust was being shipped "that day" and a manager would make the call to ******. After 2 days, and not receiving a shipping notification, I galled yet again to CJ Pony Parts, this time to be told there was no exhaust shipped, and that a supervisor was still trying to contact ****** and would call me back in 10 min. After 2 hours, I called back that same evening only to be told the same thing as before, no exhaust is being shipped and a "supervisor will call you back". As of 5/23/22, I had received no call, so I called CJ Pony Parts again, only to be told the same story. "the supervisor is out, he will call you." Similar calls were made on 5/25/22 and 5/31/22. On my 6/1/22 call, I was informed it was being overnighted. On 6/3/2022 I was informed no replacement was coming and I finally gave up and requested a refund. Still waiting on that process. CJ Pony parts lied to me not once, but twice about replacements coming, and tried yet again on the 6/3/22 call, but a manager finally got on the line and admitted none would be coming. I find this a direct violation of the warranty agreement.

  

  Business Response

  Date: 06/03/2022

  The cust spoke to a supervisor today and explained everything to him 

  Customer Answer

  Date: 06/13/2022

  [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:
  

  The response was not accurate; however, the business did give me the option to return my item.  I shipped the exhaust back to CJPP on 6/3/2022 and it was received 6/7/2022.  The refund was processed today, 6/13/2022.  I consider this matter closed.

  Regards,
  
  *************************

• Initial Complaint

  Date:05/25/2022

  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 ordered a custom interior seat recovering kit, that was not cheap. In fact, it was about $600.00 for the set (2 bucket seat covers, and the rear bench seat) I actually spent over $1400.00 on that whole order. I actually have ordered a lot of stuff from them in the last 4 years. But anyways, when the seat covers finally came in, the back seat cover bottom has stitching that is coming apart. I contacted CJ Pony parts, and they said they would look in to it. That was a formal request for either a new seat cover bottom, or some sort of resolution, and that was on April 2nd, 2022. They have told me nothing. The last time I heard from them was on April 22nd, even though I have asked for updates 5 times since then. Their response was that they are busy and haven't heard from the manufacturer of the seat cover (TMI) They will not respond to my latest inquiry's. They have stopped all communication with me.

  

  Business Response

  Date: 05/30/2022

  I am reaching out to the customer and going to help get this resolved.  

• Initial Complaint

  Date:05/25/2022

  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 ordered auto parts on line, costing $592.99, on 5/9/22. I discovered on 5/25/22, CJ Pony Parts cancelled my order without notice. I called my credit card co. CJ Pony Parts charged my credit card $592.99 and did refund my credit card when they cancelled order. CJ Pony Parts does NOT answer phones or emails.

  

  Business Response

  Date: 05/30/2022

  I will email the customer he was refunded $592.99 on 5-26-2022

• Initial Complaint

  Date:05/22/2022

  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 ordered an mbrp exhaust on 4/16/22, it took about 2 weeks to get here and I ended up changing my mind about the part and returned it. I shipped it and they received the item on 5/6/22 and I just got an email on 5/20/22 saying that my credit memo has been processed, but the money is still not in my bank. I have sent multiple emails and I have not gotten straightforward replies or replies in general about info on where my money is. I just want my $300+ back in my bank.

  

  Business Response

  Date: 05/23/2022

  This cust reached out to our social media team.  I (Barbara C***********) emailed them and explained it can take two to three business days to show back onto their account.  This does depend on the bank or credit card company.  They were emailed 5-23-2022.