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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

New Auto Parts

Suspension Connection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 front locker for my 4wd build. They said it was on back order when it didn’t state that on website. I waited for almost 2 years then I demanded a refund. They told me if they was to refund me by check I would never see it because another office handles that. I asked for to cancel my order and get different merchandise for the money they owed me. Once again they sold me another product that was on back order that I never received. Now all of there websites and phone numbers are off. You can’t get ahold of them and I have received nothing about my order

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased axle tube u bolts for a jeep yj. This was back in July 22 2024. I have not received I'm item. The website no longer is active and they took my money that day under a name called daystar. I want my money back

  • Initial Complaint

    Date:10/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have made an order on July 5th for a level kit that was almost $800. I kept getting told it was being bushed back to be shipped a month at a time. This company has my payment since July and has since stopped responding to emails and will not pick up phone calls.

  • Initial Complaint

    Date:10/03/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    ordered parts on June 26, 2024 and was charged for the parts the same day. Have not received my parts and i can not get ahold of anyone to talk to about this issue. I want my money back and the order cancelled.

  • Initial Complaint

    Date:06/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 springs through this company almost a month ago. I cant call them and no one responds to emails. This was an almost $600 order. The order number is sus000800. The one time I got someone to answer two weeks ago she had a hard time finding the order. She said it should be shipped in two to three weeks. I still have nothing. When you try to call customer service it just keeps looping through the message. I need the parts or a refund. I have a kid needing to fix a truck and this company is fraudulent.

    Business Response

    Date: 06/12/2024

    I apologize for the delay - this order has now been cancelled and a refund has been issued back to the card used. 

  • Initial Complaint

    Date:04/18/2024

    Type:Delivery Issues
    Status:
    Answered
    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 a order for 2 compressors on 4/2/24 and have waited for 16 days as the site said would ship within 2 weeks one the 16th day i sent them a email asking for a update to be informed that they canceled my order i am upset for the fact that they never contacted me to let me know that they were going to do this so now i am over 2 weeks with out and just finding out that they are not filling there side of the order after telling them i am disappointed in there customer service they told me to reorder with a 15 percent off which doesnt come close to the price that i ordered the compressors at. yes the compressors were listed for a low price that is the why i ordered these ones yes they are claiming that the price was a mistake but my problem is the fact that they care so little for there customers that they wouldn't simply call or email me that there was a problem ...

    Business Response

    Date: 04/18/2024

    I apologize for the confusion. Often times we will have errors in our listings that will cause us to cancel and refund a very small amount of orders. 

    Customer Answer

    Date: 04/18/2024

     
    Complaint: 21594743

    I am rejecting this response because: after looking thru the BBB web site this seems to be a common practice for your company you have now held up a huge project for your lack of customer support when in all fairness if you would have contacted me i would have paid the difference but now that i know that you do NOT care about your customer relations i will not be a customer of you any longer my fear is the serveral other people that you guys are going to s**** over and the list of complaints on the BBB web site proves that this is just a common practice for you and your company....

    Sincerely,

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

  • Initial Complaint

    Date:10/27/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered a arb twin air compressor that was on sale. The sale and process went through. Money was pulled from my account. They returned the product after it was processing. The website said it had one left and I got the last one. Went back to the site after the order went through and it showed full price. So I verified I did indeed order the last sale item. Never received the item. Called and talked to a guy named “Trent” he said there was nothing they could do about it. I was then referred to the manager “Dallas” after asking to speak to a manager about this situation. I have not been able to talk to “Dallas” he keeps avoiding my calls and letting it go through voicemail. I left voicemails but yet to receive any calls back from them. I have called several times. Customer service is now rejecting phone calls after I say my order number. I would really like my product that I had ordered. I have pictures and time stamps.

    Business Response

    Date: 11/07/2023

    This order has been canceled and refunded as of 10/25 via paypal ***************** due to an error in the listing. 

    The listing has since been fixed and a coupon code sent to your email. I apologize for the inconvenience. 

  • Initial Complaint

    Date:08/16/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Ordered aug 7 Paid 484.16 USD Ordered 2005-2023 Toyota Tacoma 4x4 - "Ride Rite" Air Bag Helper Springs They sent a completely different suspension set than shown. They state they sent correct item and will not refund original shipping, want me to pay to return item, and are going to charge a 20% restocking fee. This is classic bait and switch.

    Business Response

    Date: 08/16/2023

    Customer ordered Firestone part # 2407 and received Firestone part # 2407. 

    In this case we believe we fulfilled the order correctly. I am am sorry you are not happy with the product, all of our return info can be found at the bottom of this link: ****************************************

  • Initial Complaint

    Date:07/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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 paid for springs for my pickup truck on June12,2023. My order was not shipped. I called to check the status and was told the springs were shipped on June 30, 2023. I still have not received the springs. My wife called today, they do not show the springs were shipped and are unaware of what is going on. She asked for a refund, they refused until they can determine what actually happened. My order number is #*******. He got defensive and rude when sheI said we needed to know within 2 days or else I would file a claim of fraud. He hung up the phone after starting he would mark the account we were threatening them.

    Business Response

    Date: 07/24/2023

    Im sorry for the delay on this order - looks like this order was credited back on 7/17 - if this is not the case feel free to message back. 

  • Initial Complaint

    Date:07/09/2023

    Type:Product Issues
    Status:
    Answered
    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 the item on Mar 7, 2022, After attempting to install these parts on my vehicle, I quickly realized they were not the correct parts for my vehicle. I called to confirm that I have received the parts i selected. That was confirmed. So the listing of vehicle fitment was wrong on their website and to the knowledge. Because of the issues with the situation, the company authorized a return. I received a RGA # on July 5, 2022 I then proceeded to contact the company pleading my case that since it was not my fault that i have to return this product, That i shouldn't be liable for return shipping and the restocking fee. After a lengthy battle with everyone at the company. i finally was promised they would cover the return shipping and waive the restocking fee. I received the shipping labels on Sep 15,2022 and shipped the items on Sep 19, 2022 Since this has happened i have been given reasons why i have not received any refund as such: Check refunds usually take longer check refunds usually take 2-3 months check refunds usually take 3-6 months I don't know why you haven't received it There is a back log of check refunds we are sending batches of check refunds out. I can not say who has or hasn't been paid yet or where you are in the que. the financial department says they are doing their best and we have no contact with them other than our weekly meetings I have also verified the amount of my refund and it does show a restocking fee that I was promised not to receive. they have since avoided some of my calls and revert back to, I don't have an answer every time i have called

Suspension Connection is NOT a BBB Accredited Business.

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