ComplaintsforAppliancePartsPros.com, Inc.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part from this company on 2/20/2024. They claim: 2 Day Quick Delivery! 365 Day Return Policy! Free Tech Support! I returned the unused part in their own packaging and they refused to provide a refund! Apparently, there's some hidden small print in their return policy that if you open the box and touch the product, that item is no longer eligible for a refund. They claim that the part showed signs of installation such as scuff ****s. So, I asked for the part to be sent back to me for inspection by other professionals, but they refused because they disposed of the part. I've never encountered with such a scam company as this one and advise all to stay away from their misleadings! Good luck trying to get a refund from them, you're not getting one.

  Business response

  05/07/2024

  Hello ****,

  I'm so sorry for the issue with your order. You did place an order for this part ********* (Timer) back on 2/20/24. You emailed us back and forth after you received the part stating that you were having trouble connecting the wires to the timer. I replied to your emails as did others of my colleagues in an attempt to help you install the timer. From the emails you sent you stated that you installed the part and when you were installing the wires it kept tripping the circuit breaker. Your last email to us was on 2/29/24. We have heard nothing else since then from you until recently. Your part was returned to our Cleveland location and was inspected by our tech there. The result of the inspection was the part had been installed. If the wires were attached to the part that can be deemed as installation. Once the part is installed it can't be returned. 

  Our return policy states that we offer a full refund, minus shipping, on any part that has not been installed or shows signs of installation. This even applies to electrical parts. After we sent you the rejection email you have emailed back and forth several times with one of our agents. you asked several times what is wrong with the part and the reason why the return was rejected. We replied to every email stating that the part was inspected, deemed to be installed which is why the return was rejected. On 4/29 you asked to have the part returned to you. The part is currently on hold at our Cleveland location. if you want the part back you will need to contact us at ************ and one of our agents will be glad to sell you a prepaid shipping label for $12.25. We can then get the part shipped back to you. the part is on hold with the warehouse till the end of the month, 5/31. 

  I apologize for any confusion regarding your return. 

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  When I received the part, I went back and forth emailing and comparing my original part with theirs, but they provided no positive feedback. I returned the unused part because ultimately I didn’t need it, asking for a refund. Their 365 Day Return Policy is false. Again, if you open the box and touch the product, then that item is no longer eligible for a refund. I asked for the part to be returned to me, so I could get it inspected by other professionals, but I was refused. On 4/29/24 I received an email stating that "Returned items that have been installed or show signs of installation will be disposed of and will not be returned to you.” But, in response to this complaint, they claim that the part is currently on hold at their Cleveland location and they can ship it back to me. Are you kidding me?? Somehow this part has magically appeared at their other location and they’ll ship it back to me. This company can’t be trusted, they’re a scam. 

  Business response

  05/14/2024

  Hello ****,

  I'm so sorry for the issue with your order. After you received your part, you first contacted us by email on 2/26/24 advising that the when you connected the wires the new part was tripping your circuit breaker. I replied to your email at the time. Over the next several days we emailed back and forth and I assisted you with making sure the wires were properly attached and even advised that if the dryer was plugged in it could be tripping the circuit break. You thanked me and even told us you were having trouble with the air flow in your refrigerator. I assisted you with checking the damper and control board. You emailed us again on 2/29, saying you tried installing the part again and were still having the breaker being tripped. We replied to you that if the breaker was being tripped as soon as you put power to the dryer that you may have another issue with your dryer. You were even advised that there could be a broken wire in the dryer which could be affecting the timer from working. After that last email we never heard back from again until 4/9/24. 

  On 4/9/24 your part was received at our warehouse in Cleveland and processed. When the part was inspected by our agent it was deemed to have been installed. As your previous emails stated the wires were attached to the part and that you tried installing the part again this constitutes installation of a part. Our return policy does have a 365 day return policy, however, our return policy states you can return any part for refund within that timeframe that has not been installed or shows signs of installation. You mentioned to us by email the part was installed thus the return was rejected. 

  On 5/7 I replied to your complaint and on 5/9 by colleague also replied to your complaint. In both emails we stated the part was returned to our Cleveland warehouse and if you wanted the part back, to be inspected by other professionals, you would need to contact us at 877-477-7278 and buy a return prepaid shipping label for $12.25. I apologize for any confusion regarding if you were told incorrectly that the part had been disposed. The part is on hold at our Cleveland location until 5/31/24, after which it will be disposed of. 

  Kind Regards,
  **** **
  Customer Correspondence Team
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: 3/8/2024 Paid $203.17 The business has an image all over the website saying: SHOP WITH CONFIDENCE 365-Day Returns - Any Part Fast Delivery - 1.7 days on average! Free Tech Supoprt - On all purpased parts! Over 2 million customers served! I returned the new part unused in the original packaging and the Company replied it violated their return policy that a part cannot have been installed. Apparently, there is a hidden return policy in small print that does not match their BOLD claim of "365-Day Returns - Any Part." The business refused a refund based on their policy. Order #******** Part # ***********  Shipped to: ****** ******* **** ****** ******* *** ** **** ** *****  The website POSTS in huge advertising all over the place without any exceptions or references to return policies: SHOP WITH CONFIDENCE 365-Day Returns - Any Part But then claims some small print that there are exceptions. They refuse to return my board to me. So they keep the brand new board and refuse a refund!

  Business response

  03/27/2024

  Hello ******,

  My name is **** with Customer Service at Appliancepartspros  .com. I'm so sorry that your return was rejected. The return policy on our website clearly states that yes we have a 365 day return policy. However, under "What Can I Return?" It states that, We will gladly offer a full refund minus shipping costs on products that are new and have not been installed or show signs of installation. Yes, even electrical parts that have not been installed or showing signs of installation. All items must be returned in original packaging. This includes retail boxes, packaging and all accessories originally included with the shipment. It is not a hidden policy it is located under returns on our website. I have included a link to our return page in this email. We did receive the email you sent us yesterday, 3/26/24, and I myself emailed apologizing that the warehouse had rejected the return. I also advised that we were issuing you a full refund of $203.17 for this order. That credit was issued on 3/26/24, so please allow 3-5 business days for the refund to be posted to your account. If you have any questions feel free to call us at ************.
  

  Kind Regards,
  **** **
  Customer Correspondence Team
  

  ***************************************************************
  

  Customer response

  03/28/2024

  
  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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they sent me 2 defective parts and refused to refund my money. how can i tell if its good or not unless i tried them once each. flames were 14 to 16 inches long. normal is 4 to 5 inches long.

  Business response

  02/27/2024

  Hello ****, 

  We do apologize that you are having an issue with the control valve assembly, part # ********* on ********. Reviewing the information, I see that you had called in requesting to place an order originally on 2/10/24 for the control valve assembly and then on 2/16 you called to advise you were still having issues with your oven not working. At this time we provided further troubleshooting advising how to test the oven ignitor and how to test the control valve assembly. An order was then placed on 2/16/24 for the oven igniter. On 2/21 we received another call advising that you were still having problems with the flame being too high in the oven. We offered troubleshooting and based on the information provided offered to have the control valve assembly reshipped to you at no charge under warranty. On 2/26 we received a call advising that you wanted to return the control valve assembly for credit and we advised that we were unable to do so due to the item being installed and we are unable to approve a return on installed parts. At this time, parts were replaced and reshipped to you based on the information that was provided during troubleshooting. Unfortunately, we are unable to accept installed parts back for a refund. However, if the item is defective, we will be glad to further troubleshoot to confirm what the issue is and have another valve or igniter shipped to you at no charge. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nov. 22, 2024 part ordrered. Received part and installed. Got same error code F14. They sent me another board and I installed that one. Still got F14 error code. Called them again and they said it must be the Touch Panel. I bought a touch panel from another co. because Appliancepartspros did not have touch panel. I paid $400 for a new touch panel and installed it with their 2nd circuit board they had sent me and still got same error code F14. I called them back and told them touch panel did not fix error code. I told them I want a refund of $297.87. They refused refund. Both of their circuit boards were defective. This is a scam company.

  Business response

  01/11/2024

  Hello *******,

  We are sorry for the issue you have had in regards to the issue you have had with your order. It does show the first order was placed online and after the control board was installed per the order notes you did reach out to us to which we did offer troubleshooting. Based on the issue your appliance was having it was determined it could be an issue with the board or the control panel. Since the part had already been installed and per our policy regarding installed parts we did send you a replacement board free of charge. After further testing was done it was determined the issue was indeed the control panel to which we did provide the part number for the part. You did speak with several agents and one of the supervisors here and you were informed of our return policy regarding installed parts which you said you did understand. It is stated on our site under our return information that installed parts are not returnable as we only sell new OEM parts. We are unable to issue a refund for the installed board. Again we do apologize for the inconvenience.

  Kind Regards, ***** 

  Customer Correspondence Team

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:There is no way this company would ever give a refund if you cannot install the part to see if it works.This is not logical. This is a bait and switch scam they are running. They state they have a 365 NO Hassle policy that is absolutely worthless.This is FALSE advertising on their website. That is what lured me in to buy the part from them knowing it would be returnable.They say they are trouble shooting the problem with you suggesting this is the problem and you need a new circuit board. When you call back to say you are getting same error code they say well you need a new touch panel. The circuit board was not the problem but since you installed the part you cannot return for a refund. This is a scam. 
  
  Sincerely,
  
  ******* ******

  Business response

  01/19/2024

  Hello *******, 

   I apologize for any misunderstanding of our return policy. We do offer a 365 day return policy for parts as long as they have not been installed. This information is on our website.  Here is a link to our full return policy **************************************************************** We are a DIY company offering free technical assistance 6 days a week. We strive to provide the most accurate information and to assist DIY home repair customers with troubleshooting their repairs. On 11/30, we provided a free replacement board at no charge under warranty. We also offered additional tips and troubleshooting when the issue was ongoing such as cleaning the ribbon connector. Ultimately, it was determined you needed to replace the touchpad which unfortunately has been discontinued by the manufacturer. The part was installed and, unfortunately, for electrical parts that have been installed, they are no longer considered resalable. We always want to ensure customers that they are buying parts in new condition, and we cannot make that guarantee with electrical parts that have been installed. Because we cannot restock them, installed parts that are returned to us are disposed of.

   

   

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:The 365 day return policy is very misleading. I did not see info on parts installed because it is not in same paragraph of NO HASSLE 365 DAY RETURN POLICY. Also how can one fix problem with stove if you do not install part to see if same error message comes up, which it did. Then they said it was the touch pad. I found a touch pad for $397.00 with ***** parts and installed it with their 2nd circuit board and still received same error code. ***** took back control board and refunded full purchase price. Their first and second circuit board did not fix problem nor did telling me it was my touch pad. They are just guessing at my expense. I have two of their circuit boards that did not fix the problem. I want to return both of them for a full refund of my purchase price of $297.87. This business is truly a scam. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a part for my ******* dishwasher on 09/26/2023 from AppliancePartsPros. I went to their website and entered the correct information, Brand, model #, etc. AppliancePartsPros website took me to another screen where it asked for my model number or part description. My model number was already on this page so I entered the part description (Detergent Dispenser). The website took me to a part I assumed was the correct part. There was nothing indicating what this part fit, but since I had followed the on line prompts I just figured it was the one I wanted. It turned out to be the wrong part# and AppliancePartsPros. say it is my fault even though their website took me to the part. I have included images of the path I took (a re-enactment), that got me to the part. When I contacted them they said it was my fault and I would have to pay shipping both ways. I filed a complaint with my online payment broker and they sided with me (docx included), but for some reason only refunded me the original cost of $81.15 which I received a few days ago. However, they charged me sales tax of $5.76 which I didn't get back and $10.95 for the original shipping, plus $6.30 for return shipping that I feel I am owed. So in all I believe AppliancePartsPros still owes me $23.01

  Business response

  10/12/2023

  Reviewing the documents provided it looks as if you had requested the $81.15 part cost from ****** which may be why the refund is missing the taxes and the shipping. We will however, get this looked into and respond accordingly regarding the remaining refund due. As for the freight to return the part to us, we were not contacted regarding an order issue. In the event we were, we would have assisted with return shipping at no expense to you. Please provide a copy of your return tracking receipt, as this will be needed to verify the return frieght charge and the issuance of freight refund. 

  Customer response

  10/13/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for a clothes dryer control panel that was listed as having 2 of them in stock and to hurry order guaranteed to ship next day/Monday (ordered on Sunday). On Tuesday, I received an email that the product was back ordered and no availability was available. As an online vendor, they should be able to coordinate inventory with website management, and this is false advertising and misleading to consumers.

  Business response

  07/31/2023

  The 2 that we have in stock are located at our warehouse in Ontario, Canada. We are not shipping from that warehouse due to border policies. We are currently in the process of correcting our stock to reflect the warehouses that we only ship from. We are very sorry for any inconvience this has caused. 

   

  Kind Regards,
  *****
  Customer Correspondence Team

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that, although this resolution does not resolve my issue, there is no additional action that they can do to meet my needs. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for four Samsung shocks on appliance pro website. I paid for one day guaranteed shipping on Thursday. I called Friday and Saturday. Friday they could not locate tracking information and blamed FedEx. Saterdays they told me any order placed not Mon thru Weds wouldn't be overnight even if u pay. They claim there's a disclosure on there site and would not return my next day shipping fee. It says on my invoice guaranteed next day shipping, there is no such disclosure on my invoice and I would be glad to upload it. It's Sunday my washer parts I ordered Thursday still are not here. One day shipping is a scam for them to over charge purely for profit. Now my family has to go to laundry mat because I took apart washer thinking parts would be coming Friday, but no parts are here. The man on the phone would not refund the 30 dollars shipping next day fee. I regret not buying on Amazon knowing there would not be a mon-weds only for shipping policy. I'm forced to wait for the parts with a tracking number not found by FedEx provided by appliance pros.

  Business response

  05/23/2023

  Hello,

  We have issued a refund to the customer for the shipping fee. We are very sorry for the inconvenience for the delay.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/24/2023, I ordered a replacement board for my Whirlpool Stove, including $35 for overnight shipping. 3 Days later, the item was shipped UPS ground. In that time, we determined this board was no longer needed by testing the existing board's contacts. Before the board arrived, I had replaced our stove with a new GE appliance. I initiated a return with the company and they issued me a $60 "core" refund claiming the item had signs of installation. They replied with the following: "I am sorry for the issue you are having regarding your refund. While processing your return, we found part # AP6042019(Control) to have been installed prior to the return. Since the board shows signs of installation we are unable to issue a full refund for the part and are only able to process it as a CORE or used board return per our return policy. If you would like like to view our return policy we have listed online please click the link below" Being that by the time this item arrived, I no longer had a compatible stove, I am not sure how the board shows signs of "installation".

  Business response

  03/07/2023

  Hello *******, 

      During the return inspection, we did find signs of installation along the terminals of the board and your return reason chosen: "I have installed the part, but it did not solve the problem," which led us to believe the part had been installed or tested prior to the return. At this time, we have gone outside of our return policy and issued a refund in the amount of $194.80. Please allow 3-5 business days for the refund to post to your account. 

   

  Kind Regards, 

  Johnny 

  Customer Correspondence Team
  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part from Appliance Parts Pros on 01/01/2023. I was charged $267.23 (Part), $24.51 (Tax) and $29.95 (shipping/for next day delivery), totaling $321.59. The part was intended to replace a control on my GE Profile electric oven. I had a qualified service repairman evaluate the oven and it was determined that the 220 plug was faulty at the time of service. The electrical plug was repaired and the oven powered in its normal operating manner. The part that was ordered from Appliance Parts Pros was not needed nor installed since the problem was found to be with the appliance electrical plug. The part was not installed or used and returned back to the place of origin, in good faith and in a timely manner. I also paid $20.00 for return postage with UPS. I followed *** the rules that this company advertises and returned an unused, uninstalled part for a full refund. Instead I received this email response: This email is in regard to order number ******** that has been returned to us. While processing your return, we found part # AP5669340 (Control Ovn) isn't eligible for a refund per our return policy. We have determined the item has been installed prior to the return. Matthew M. C*** Center Representative | Appliance Parts Pros I find this response completely unacceptable. I am reporting this company for what I feel are very deceptive and unfair practices. I believe that I have been cheated out of $321.59 by this company and their deceptive sales tactics. I regret not doing my diligence and reviewing this company’s satisfaction review, before doing business with them. To date, there have been numerous complaints regarding customer transactions, and now, sadly, I am a statistic.

  Business response

  02/06/2023

  I am glad you were able to get your stove working again. I am very sorry the warehouse said this board showed signs of instalation. There would be no reason for you to install this board since the plug was the issue. I will definately let the warehouse know this board was not installed. I will also process a refund for the part cost and any tax. You will see a refund of $289.17 back to the card you used in 2-5 business days. We are sorry for any inconveince this has caused. 

   

  Kind Regards,
  Brent
  Customer Correspondence Team

  Customer response

  02/06/2023

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 18, we ordered a repair part for a refrigerator. It was a water inlet valve. We asked and paid for expedited shipping which we received. We installed the valve on November 22. This was the day we received it. We checked it the next day, and noticed some water drops. Checked it again on Thursday, November 25, Thanksgiving, and found it was leaking just like the one we replaced. This refrigerator is in a rental unit, and we had a new tenant moving in on December 1. To install this part, we had to tear the refrigerator apart. We tried calling the company on November 26 several times, and no one would answer. Because of the time crunch, we decided to purchase the part local so the new tenant had a refrigerator in working order. We sent the part back to Appliance Parts Pro and I received an email stating they would not refund my money because the part was installed. I could not have known the part was defective without installing it. On December 12, we called and spoke with someone in customer service who said the same thing. They would not refund my money, only give me a new part, which I no longer need, because they wouldn't answer their phone.

  Business response

  12/12/2022

  Hello,

  We want to apologize for any inconvenience this situation has caused. We also want to apologize that the part the customer ordered was faulty. if the customer had been able to get through to us on 11/26/22, we would have been able to issue the customer with a replacement part under his warranty. All our parts carry a one-year manufacturer's warranty. As the customer shipped this part back to the warehouse, the warehouse deemed the part to be installed and rejected the return. According to our return policy, "We will gladly offer a full refund minus shipping costs on products that are new and have not been installed or show signs of installation such as scuff marks". As the warehouse had rejected for installation, we followed our procedure and rejected the return. Our records due show the customer contacted us on 12/12/22 and spoke with one our agents. The customer informed us that the part was faulty and that the had sent it back for a return. We advised the customer on our return policy and why the return had been rejected due to installation accordingly the customer seemed to accept. We have gone ahead and issued a full refund to the customer. We ask the customer to please allow 3-5 business days for the return to be posted to his account. Thank you for allowing us to resolve this situation. 

  Kind Regards,
  Matt E.
  Customer Correspondence Team
  
  

  Customer response

  12/13/2022

  
  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.
  
  Sincerely,
  
  ***** ****

*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. ↩