ComplaintsforBest Use Auto Parts LLC

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best use auto parts sold our church a broken transmission. After 54 days the transmission Ceased up and died. Best use auto parts broke the lemon law and would not warranty the transmission purchased.

  Business response

  01/04/2024

  As per our records, the transmission in question was delivered on September 29, 2023. In accordance with the terms of the sale, a standard two-month warranty was provided to cover the product, which was determined based on your selected mileage preference, with the expiration date falling on November 29, 2023. Regrettably, your report of an issue was received subsequent to the conclusion of the warranty period.

  
  We empathize with your predicament and would like to offer a constructive resolution. We kindly recommend that you engage the services of a certified automotive technician to perform a comprehensive diagnostic assessment of the transmission. This examination will yield a diagnostic report and any relevant error codes that *** have manifested. The insights garnered from this evaluation will enable us to ascertain the precise nature and origin of the issue, and subsequently, we will be better positioned to propose an appropriate course of action.

  
  Please convey your preferred course of action, and we are committed to making every effort to assist you effectively. Your contentment with our products remains of paramount importance, and we are dedicated to ensuring a positive experience for our valued customers.

  We remain committed to ensuring your satisfaction and resolving this matter to your contentment. Please do not hesitate to reach out to our customer support team for any further inquiries or clarifications. They are available to assist you promptly.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a transmission for **** that when I got it did not work, I sent it back and rather than give my money back gave me a voucher to spend on my next purchase. Then when I went to try to get an engine for my car, they said my voucher was not valid because they only give it for 30 days so that means they just kept my money, and refused to give me any compensation for it, that in my book is theft.

  Business response

  09/15/2023

  Dear *******************************,
  
  Thank you for taking the time to share your feedback. We understand your frustration and would like to address your concerns.
  
  According to our records, your order for a used **** Geo Metro Transmission was placed on October 18, 2022, at a total price of $800, not $1800 as mentioned in your review. This transmission was thoroughly tested before being shipped to you. It is important to note that when you reported issues with the transmission, it was after the warranty period had expired.
  
  In our effort to assist you, we requested a diagnostic report from the mechanic who installed the transmission. This report would have allowed us to analyze the issues and offer a resolution. Despite multiple follow-up attempts, we were unable to obtain this essential information from you. Without the diagnostic report or at least the error codes, it was challenging for us to determine the nature of the problem and provide the appropriate support.
  
  Additionally, we want to clarify that labor charges are not covered by our company's warranty policy. Our warranty specifically covers the functionality and performance of the purchased parts.
  
  In an attempt to offer a solution, we provided you with a $**** Christmas gift voucher, with the expiration date clearly communicated to you in writing. Unfortunately, when you attempted to redeem the voucher approximately 8 months after it had expired, we were unable to honor it, as per the communicated terms.
  
  We genuinely value our customers and always strive to provide the best service possible. We apologize for any inconvenience you may have experienced but want to clarify that our actions were in accordance with our policies and the information available to us.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you to the best of our ability.
  
  Sincerely,
  Best Use Auto Parts

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid for a engine for the amount of $2030 I Was then forced to cancel my order after finding out that it may take weeks even months to receive the engine that I had fully paid for they have promised a full refund but Only **** was refunded to my account they kept $609 of it telling it will be refunded at a future date every day I call they say tomorrow but 3weeks into this ordeal and still nothing. I've tried and tried to communicate to no avail.

  Business response

  05/09/2023

  We appreciate you taking the time to share your feedback with us. We apologize for any inconvenience caused, but we would like to clarify the situation.
  
  On 06 April 2023 at the time of placing the order, we had requested the **** to match the correct specifications of the engine. Upon receiving the ****, it was discovered that the specification of the engine decodes to a 2008 Dodge Magnum Engine 2.7L. However, as per the customer's confirmation, we started working on the order for a 2008 Dodge Magnum Engine 3.5L. 
  
  When the order cleared the final inspection process right before shipping, we received a call from the customer on 04/16/2023 requesting for a cancellation without specifying the actual reason. We acknowledged the request and informed the customer about the 30% restocking fee applicable as per our company policy for cancelling the order at this stage.
  
  The customer requested to cancel the order after only 7 business days, while we were confident of meeting our promised delivery date.
  
  It should be noted that we were not informed by the customer of any issues or concerns regarding the delivery time frame. Our standard delivery time frame is **** business days and we were on track to fulfill the order as promised. We would like to emphasize that if the customer had requested an expedited shipment, we would have made every effort to accommodate the request. However, the customer did not inform ** of any such request and only insisted on cancelling the order.
   
  
  Once again, we apologize for any inconvenience caused, and if you have any further questions or concerns, please do not hesitate to reach out to us.

  Sincerely,

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

  Best Use Auto Parts 

• Initial Complaint

  03/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On February 20, 20**, I was looking to purchase an engine for a 2008 VW GTI Engine Code: BPY, ***: ***************** on www.bestuseautoparts.com. I was contacted via phone by a sales rep and was informed they had 4 engines in stock in the range of miles I was looking for (30,000-60,000). When I mentioned I wanted the engine with the lower mileage, I was informed "I would be provided pictures of the engine that is the best suited for my vehicle". I then asked how they would authenticate and verify the "best" engine for my vehicle. She stated they test the compression of the engines, check for leaks and provide pictures. I then asked how much tax and shipping would be. She mentioned she could waive the sales tax and shipping. This raised a bit of a suspicions; however, I just took it as a sales rep trying to make a sale. I continued with the purchase, and on February 22nd, I received pictures of the engine with no information of the *** or compression results. I then requested to see the missing information and was provided an engine compression worksheet. The engine information as provided by the company was supposed to have ****** miles(approx) and ***: *****************. As this was in the range I was looking for, I approved the engine for shipment. On February 27, I received an email for Tracking details of what was supposed to be my purchased engine, however the email had information of my vehicle's engine details, including YRC Freight PRO # ************, along with a ************************************************* shipment tracking link. This immediately raised suspicions. I proceeded to identify the Bill of Lading and noticed the engine was being shipped from ******************** in *******. I called ****** and he verified the *** and miles of the engine part # **A052 were: ******* miles, ***: *****************. I immediately contacted bestuseautoparts and requested a refund and asked them details of the engine per the document that was provided to me.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered a engine July 12th, 2022 for $1050 they sent the wrong engine then made me pay another $2000 for the right ************* a blown motor. They keep saying they will come get them and my checks in the mail for my refund still havnt received *************** are not returning my calls

  Business response

  02/03/2023

  Please find the attachments in response to the complaint against Best Use Auto Parts.

  Sincerely,

  ****************;

   

  Customer response

  02/08/2023

   
  Complaint: 18726421
  
  I am rejecting this response because: The engines have been ready to return ship waiting at the shop wrapped since august why have they not been picked up so I can get my refund. I have provided the address for return shipping and nothing I want my money back your product has been waiting for pick up for over 5 months. 
  
  Sincerely,
  
  ***********************

  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The worst company I have ever done business with. If I could put zero stars I would do it. After speaking to *** and giving him the correct info for my vehicle, he still sent me the wrong engine. I called him and told him that the engine code is wrong and it is the wrong engine, his reply was, lets talk to one of his mechanics. Also the engine that I was quoted on was said to have 120k miles, but the engine that I got had close to 200k miles. His mechanic recommended I install a round port intake onto rectangular top engine intake. AND THIS A MECHANIC?? *** wanted me to send him pictures because he thought I was lying. I told him to come pick up the engine and get me correct one. He replied that the engine I want will cost an additional $500, even though they have all the correct info. He said the it was because of short on inventory. I told him no, we dont want it, in fact they should be giving me a discount for waiting for a week and then I would have to wait for another week. Over the next two days 3 different people contacted me trying to convince me to buy the engine. I told then no unless they are willing to do it for $800. I still have to verify if the owner was willing to wait for another week too. At this time *** told me that I can call him on Monday if the owner is ok with everything and order the engine for $800. When I called **** **** ***** **** all said the new price is $1500, take it or leave it. I dont recommend anyone doing business with this company because they tell you one thing and then they lie.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 6/30, we wired $5100 to pay for an engine to fit our 2013 Audi Q7. Within 5-7 business days, as the company promised, our mechanic received the engine. The mechanic noticed the mounts were cracked. We immediately sent pictures and discussed this issue with ***** at Best Use Auto Parts. He sent for a pickup right away to handle our case and said they will send our engine within a few days. After receiving the first engine back, ***** said they were getting ready to send me pictures to approve the second engine, but we were going to pay $500 extra for this new engine as it has 10k less in miles. He transferred me to the mechanic who said he will not send it unless I agree to pay the extra after I told him we had no fault in these cracked mounts. On 7/29/21, I agreed to make the payment of $500 within 30 days of shipment. 8/10 we were told the engine was shipped. 8/17 we get a call that they do not have the engine and to give them till 8/27. I declined and requested a refund.

  Business response

  08/30/2021

  Hello,

   

  Apologies for the inconvenience and the delay on this order, we are extremely sorry for the delay. we had two units in stock both failed the testing & Inspection which is the reason for the delay on this order.

  we had to import another unit and get it tested before shipping them out to you.

  However as per the telephonic conversation with ***************, the merchandise has been delivered to you as agreed upon. 

  Again we regret that we couldn't offer our best services to you at the first time itself.

   

  As a token of apology, please accept a $200.00 gift voucher code which would be sent to you email from BEST USE AUTO PARTS.

   

  Thank You,

  ***** Z

  Best Use Auto Parts

  Customer response

  08/31/2021

   
  Complaint: 15770292
  
  I am rejecting this response because *** offered me $700 credit not $200 for this incident. He also mentioned he would send me an email stating we no longer owe the additional $500 that this business was trying to charge us for the first engine they sent to us that had the cracked mounts. Overall, their Sales Rep ***** never stated both engines were not in working order. ***** said verbatim on August 10, 2021 at 2:24pm PST, "The engine was picked up 20 minutes ago and he would send me the tracking number once he receives it." I called everyday there after and he continued to say he has not received the tracking number, but has the **** number". I asked him to send me the *** number and VIN, but nothing was sent. 

   

  Although I am very appreciative of how *** took over and finally sent us the engine that was promised to us 2 months ago, I am still very much disappointed that they are still not on the same page with even the credit amount and the email stating I no longer owe the extra $500 for the 2nd engine that was sent to me. 
  
  Sincerely,
  
  *************************

  Business response

  09/09/2021

  Hi *************************,
  
  Please note $500.00 was already waived off and, you no longer owe the amount to BEST USE AUTO. An Email was already sent to you if you have not received it then we will go ahead and resend the written confirmation to your email.
  
  In addition to that, we have already shared a $200.00 store credit voucher attached to the same email. We will resend the voucher to you again.
  
  Thank You for your patience and understanding.
  
  Best Regards,
  ***** Z 
  Best Use Auto Parts

  Customer response

  09/13/2021

   
  Complaint: 15770292
  
  I am rejecting this response because I have not received the email saying the $500 was waived and the $200 credit was offered to me after $700 credit was offered to by *** during our initial conversation. He also said he would waive the $500 which I believed should had been waived for a mistake your company made by sending an engine that was unusable. 

   

  I also have not received the *** for the new engine showing the **** miles, and 3 year warranty. Unfortunately, your company still has not taken care of these basic matters, once again.

   

  *****, please review the recorded messages to find out the exact details of mine and ***** conversations and handle the miscommunication with him.

   

  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. ↩