ComplaintsforeEuroparts

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased rotors through this companys online website on April 5, 2023 and they came with a two year warranty. My order number is ****** and I spent $185.45. My tires have been shaking when I hit the brakes and so I took my car to a mechanic. The mechanic tells me my rotors need to be replaced. I took the car to ********* another shop and the mechanic there told me the same thing. I reached out to eeuroparts.com and told them of the situation. They asked me to send them pictures and the mileage on my car, as well as the technical report if I have it. There was no technical report because the pictures clearly showed ridging on the rotors as explained to me by the mechanic. After providing them with all of this information the customer support representative tells me that ****** roots ar really good quality and they should not be failing prematurely. He said it is highly improbable for both to go bad unless there is another underlying issue. He requested a dial indicator test. I took it to ********* again and he said the dial indicator test wont show anything of importance, there is nothing else wrong with the car except the rotors and I relayed that information to eeuroparts but they are unwilling to honor the warranty. I would please like to file a complaint against this business.

  Business response

  05/17/2024

  It is regrettable that this customer is unable to understand the difference between a defect and a condition of wear that exist on his brake rotor. Brake rotors are warrantied for defects in material, casting and machining. Disc thickness variation is condition that develops on even the highest quality brake rotors and it is not a defect. The condition can be caused by improper installation, improper lubrication, worn or out of spec wheel bearing/hubs, improper wheel bolt torque specs, bad brake calliper hardware... just to name a few. The customer vehicle has over ****** miles and at this point the customer has refused to provide any proper diagnostic information for use to assist in the diagnosis of the issue. The product was installed on his car over a year ago and any defect in a brake rotor that would cause vibration or pulsation would have existed the moment they were installed, not a year later. The warranty claim has been denied 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item ( Saab ignition coil assembly) online with Eeuroparts.com on February 29, 2024. The item was the wrong part and not compatible with my Saab. After advising this to them they took it upon themselves to file it as a warranty claim when i requested a return as I was within the time frame period. After calling numerous times and contacting them through email they are refusing to refund my money back and keep stating that such part works when it dont. They also asked me to send them the original part that was on the car at which I did and it clearly shows that the part is different than the original Saab part. They just sent me an email trying to justify the wrong item and keep claiming g it works when it dont. I just want my refund and dont not wish to ever do any business with this company ever again.

  Business response

  04/09/2024

  The customer received the correct and latest product available from the only supplier of Genuine Saab parts in North America. The unit in the car is an older part number ******** and the latest part number from Saab is 32022255. 

  The customer installed the unit and once an item is installed it can not be returned for credit. It can be returned for defect, but it is highly unlikely that this brand new original part is defective. None the less, we asked him for the diagnostics and he would not provide them. After many emails and phone calls he provided a fault code that can be indicative of many issues including a bad DI cassette, the part that was ordered. We asked some related questions (What was the reason for replacement of the old unit, what spark plugs were used in conjunction with the new DI cassette) and so far he just keeps insisting that he wants to return this product back for credit. Again, once installed, the product does not qualify for new product return.  

  This appears to be a classic case of misdiagnosis but if that is not the case the customer can take the offer to repurchase and send the "defective" item back for credit once he has installed a replacement and fixed the issue. 

  We are always happy to handle defect issues for our customers.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was for order #****** I ordered a set of front brake pads from this place. It shouldve come with two short pads and two long pads, as each wheel takes one of each. I received a pack with three short pads, and a single long pad. I realized all of this after I had completed one wheel, so I was left with the two short pads.This companys customer service has been horrid, and it feels like theyve been trying to run me in circles hoping Ill just go away.*** offered numerous times to send back the additional/incorrect short pad they sent me, but theyve delayed and delayed.So out of complete frustration, I sent it back to them anyway.Theyve yet to provide shipping info or any confirmation that theyre sending me the correct pad, and in the meantime a job that shouldve taken a single weekend has been going on unnecessarily for a month and a half now.Im beyond frustrated. And Ive looked back at their ****** reviews, and this seems to be a pattern. I believe they may be selectively scamming people.My bank is involved as well at this point, as *** disputed the charge. All they need to do to make it right at this point is to send me a single brake pad, but theyre still working on it with their claims ******

  Business response

  04/08/2024

  Thanks for your message and our apologies for the issue with this brake pad set. 

  Returns are typically handled for the complete product. We have received your return and I am working with our warehouse to have only the needed item sent out to you. 

  I will reach out once the tracking number is available. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with this company on September 19, 2023 for a part for my car. I paid for the faster shipping to receive the part in a timely manner. I was emailed, and provided a tracking number for the package later that day. As of today, September 21, 2023, the tracking via ***** is showing that the package is still sitting at a eEuroparts warehouse in ********** and ***** has not even received it yet. I contacted customer service at ********************** today, September 21st to ask why my package has not been shipped yet especially since I paid the extra for faster shipping. The *** was difficult to understand due to a language barrier and I was told that she would contact the shipping department and call me back???? She then abruptly hung up on me. This is unacceptable! I would like a full refund including shipping charges or upgrade my shipping to overnight!

  Business response

  10/03/2023

  We apologise for this very late delivery. A full refund for the entire shipping cost plus tax has been issued. Again our apologies for any inconvenience. 

  Business response

  10/05/2023

  This order has taken much longer to deliver than it should have. We have credited the full shipping charge and tracking shows it should arrive very soon.  *****************************************************************************************

  If there is any delivery issue we will of course take the appropriate action at that time. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a part last year from this company that came with a 2 year warranty. The part failed so I reached out to the company about the warranty. They told me to buy the same part from them which I did. When I received it it was not the correct part and their customer service has time and time again ghosted me. I escalated this over a month ago and no one has gotten back to me. I was told the supervisor ********************* looking at it but no response and now the company wont answer my calls( it I called with another number and they immediately answered) I need the part replaced with the correct BOSCH part per my VIN number. I am at such a loss. I spent $600+ on this new part which I really didnt have to spend because they told me this would be easy. BBB was literally my last resort. Ive been trying to get this warranty since April 4th and have tons of emails sent to them without response.

  Business response

  06/09/2023

  We have and continue to communicate with this customer with multiple emails. The customers technician has stated that the product is not correct for the vehicle and ***** has confirmed to ** that the part sent is correct for the car and confirmed the part number using the *** provided by the customer. We will continue to work with this customer toward a resolution but at this time it appears that his technicial has misdiagnosed the car. If that is proven otherwise we will certainly be happy to offer a replacement under warranty. 

*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. ↩