ComplaintsforPit Stop Auto

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I have ordered a front suspension strut assembly kit from Pit Stop Auto on April 15, 2023 for total of $254.98. Item # SEN-****-FS-SS order #OR090225480. After having my mechanic replace the parts we quickly realized one of the parts was defective and I tried to contact them ASAP. Website was down. Phone number was down. Last try was to email. So I did. On May 1st. Was told they are out of business. I told them my problem. ********* said I can return item for a full refund but only had 30 days from the return notice to do so. She emailed me a shipping label for me to return item. All on May 1st. 2023. Finally get my mechanic to work on my car again and I am able to get their parts together in a box to ship them back on May 10,2023. I print off the label and take them to the ***** drop off. I contact ********* by emailing her just to let her know parts should be shipping today. Her response is that they are no longer accepting returns due to business closing. I reply.. since when? If you read our emails below you have sent me a return label and now parts are ready to ship out to you today! She replys with she was notified in the past day. I emailed her back stating the parts are at a ***** location to be shipped out to them. You said I have 30 days to return parts. Can you still honor my return? no reply from her. I am now writing this here! I just want my refund!

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a catalytic converter for my car in one year my car was smoking into the vents of my car the mechanic said the part was defective. So I sent over $ ****** to fix my car. This seller is on amazon.com The seller will not refund of exchange the part.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Order # ************ This is in regards to my Pit Stop order which was originally Order #*******-760479 for a New A/C Compressor and Component Kit for Taurus Sable, shipped 12/13/2021, purchased through Walmart.com Since then, I have been experiencing an ongoing effort to obtain the correct, non defective A/C accumulator that was part of this order. The A/C accumulator in this 1st/original shipped order was defective and was sent back for replacement. A 2nd/replacement A/C accumulator (Order #OR002205117) was purchased and sent to me, however, this part was not the same as the original one sent, did not fit my auto & returned. I sent email correspondence & made phone calls. A photo of the part compared to the original was forwarded to Pitstop.On 1/28/22, I spoke with a Pit Stop employee, *****, and explained that the 3rd A/C Accumulator (Order #************9) replacement which was sent to me 1/23/22, again was not correct & did not fit. As explained by my mechanic, the connecting end of the unit is turned in the wrong position, down instead of up. This is the same problem & same issue as was with the previous accumulator sent (order #. ?Order Number: OR002205117). Please note that the 1st accumulator which was sent in my original order (in December), was the correct fit (turned in the right direction) however, it was defective (had a hole), had to be uninstalled and was returned to Pit stop for a replacement purchased by me from Pit Stop. That A/C accumulator was returned to Pit Stop on 1/7/2022 as it was clear I had again received the same wrong part each of the 2 times, also I inquired as to whether there are 2 versions of A/C accumulators for this car (a '04 Mercury Sable GS). To date I've sent messages with no response. As it stands now, I've lost time, expense (particularly w/regards to mechanic expenses) & have no completely operable system. I've sent numerous emails. Pit Stop worked with me previously but to date (2/5) I've had no return call.

  Business response

  02/07/2022

  the item was originally purchased through *******.com as a compressor component kit on 12/9/21, the buyer placed another order on 1/3/22 for just the accumulator with hose attachment directly through our website, then we sent a replacement item to the customer again on 1/17/22

   

  we have only received 1 New item return from the buyer, and the item we received is the same as the original purchase from December, we never received a return for the "defective" ******* purchase.

   

  in total, this buyer has received 3 parts from us, and a refund was sent through paypal on January 26th, Transaction ID: *****************
  
   for the 2nd part that was ordered 1/3/22, they have also opened a chargeback case with ******* against us so they will receive an additional refund even though they should still have 2 items that we sent.

  Customer response

  02/23/2022

  Complaint: ********
  
  I am rejecting this response because: I have returned the 1st, 2nd and 3rd accumulators that were sent to me. The 1st which was sent with the original, the 2nd which I had to then purchase and which did not fit and the 3rd which was sent to me and returned to pitstop on 2/15/22. to date, I have not received my refund from Pit Stop.
  
  Regards,
  
  *****************************

  Business response

  03/10/2022

  reviewing the order

  we have only received 2 returns

  we issued you a store credit for the amount of the drier on our website of $44.70, which has already been applied to your account

  we spoke on the 23rd of February about this over chat and i applied the store credit to your account myself, i see it is still there.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It looks that I am not the only one swindled by Pit Stop Auto in Mansfield TX. Last year I bought an air conditioner kit for a 2000 Astro van before the Covid restrictions made the installation impossible. By the time it was possible to install it I found out that it was the wrong kit and I had to order the right one for which I had to pay again. I did return the wrong kit complete and uninstalled hoping that I will be reimbursed for the wrong one. But they told me that they can only give me shop credit. When I tried to use the shop credit they told me that I can use only 50% of the amount if I pay for the other 50%. I hope that is not the way of doing business in Texas and if it is people should stay away from doing business in Texas especially with this company.

  Business response

  09/30/2021

  The order was placed last year, per company policy we could not process a refund but we did offer store credit in the amount of the order in full.

  store credit can be used for up to half off an order, with any extra credit still being left over, still available on the account.

  the store credit is saved and does not expire so they can use it on future orders as well, it does not all have to be used at one time, and cannot be used to get free parts.

  This information is available on our website, and was emailed to the buyer before a return was issued.

   

  Pit Stop Auto Rewards Program
  You earn 1 reward point for every 1 dollar spent!
  20 points equals 1 dollar off their purchase.
  No more than 50% of a purchase can be paid with points.
  If the subtotal of your order is $100 you can use up to $50 worth of your points.
  Points cannot be used on tax or shipping.
  Rewards points are only available for accumulation and use on www.pitstopauto.com
  If you are making a purchase for $100 and use 1,000 points leaving a balance of $50 on the order then you will receive 50 points.
  Your reward points never expire!

  Customer response

  10/01/2021

  Complaint: ********
  
  I am rejecting this response because: The part ordered was  not the part that fitted my vehicle as advertised and I found out only when I tried to install it Covid permitted. It is the first time for me when shop credit is not credited to full amount, this is theft, is this the law in Texas? 
  
  Regards,
  
  ****** ****

  Business response

  10/01/2021

  the credit is for the full amount of the order

  you can use the credit for up to half off an order

  with the remaining credit still available for use

   

  you can use your full credit at one time if you make a purchase of more than half the total credit amount.

  Customer response

  10/04/2021

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

  It looks that Pit Stop Auto company refuse to resolve the situation.

  Since I bought and payed for the kit and not being reimbursed I am still the legal owner of the kit and I want it back. The company do not have any rights to keep it. Refusal to return it will be considered theft. I do not want to deal with this company in the future  and neither will my friends. This is not the way to do business.

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

  Business response

  10/04/2021

  if you would like to send us a prepaid shipping label, or if you'd like to pay the shipping cost to return used items to you we can send you an invoice for the shipping cost to return the parts to you no problem, we can also still provide you with store credit for the return, whichever you would like to do.

  Customer response

  10/04/2021

  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

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase of an AC compressor on July20th, 2021 - Order #OR173340342The 1st thing I noticed was the label on the box I received, came from (PSA) ********* ************ I took it immediately to my local mechanic!... I contacted "PSA" as soon as I learned that the compressor was defective! And had the job done with a new compressor through the mechanic.I contacted "PSA" who sent me an email with a questionnaire to be filled by the mechanic & in order to file the warranty claim, they required a copy of the invoices. I complied with all their requests, the questionnaire was filled by the mechanic & a copy of the invoices was emailed, the compressor was returned, they issued a store credit through some shady reward program equivalent to $8.35!! UNACCEPTABLE, I spent $184.12 on a defective compressor! When I complained, they said that the compressor was not under ********** ****** for the inconvenience this may have caused"! I even paid the return from my pocket an additional $40

  Business response

  09/03/2021

  The customer contacted us first by leaving us a negative feedback, claiming that the item was defective. We contacted the customer to hopefully come to a resolution, and after she provided all the documentation she gave you we sent her a pre-paid shipping label so she could return the part at no cost to her, and that we would send her a replacement part. Which we told her it would be a  Replacement before she even returned the item or got the shipping label.

   

  She declined a replacement after shipping the item out, however, our items only have a replacement warranty, so we could not offer a refund, since she rejected the replacement we offered we went ahead and gave her store credit for the entirety of her order.

   

  Customer response

  09/04/2021

  Complaint: 15829711
  
  I am rejecting this response because: I will not buy anything from that store ever again, They can keep their credit. They claim they sent me a pre-paid shipping label, that is a lie, never happened.

  I was going to accept the store credit, but it was only for $8 and now they increased it because of the complaint! That is dishonest & I want nothing to do with this place.

  They got their compressor back, now I want my money back, nothing else! And we can part ways peacefully! By the way I'm a HE not a SHE!!

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

*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. ↩