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Business Profile

Major Appliance Parts

Genuine Appliance Parts Sales

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Parts.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 15 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    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.
    Placed order #******* on Feb 21, 2025 and credit card was charged that same day. Since then I have received nothing and no communication concerning the order's status. On March 3 emailed company inquiring as to the order's status - no reply. On March 7 tried to use their on-line chat which triggered a notice that chat was unavailable and directed me to an email page instead. Left an email inquiry but that email was returned as undeliverable. On March *************************************************************************************************************** refund.

  • Initial Complaint

    Date:02/22/2025

    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.
    I ordered a ***** Kenmore dishwasher silverware basket (W10807920) on 12/01/2024 and paid via creditcard.I have tried to contact the company via helpline, and email, and have received no response.I would like to know when the order will be delivered.

  • Initial Complaint

    Date:12/12/2024

    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.
    I ordered part on 11/29/24 for 1-2 day delivery. I have not received product as of 12/12/24 after several voicemails and emails to company.

  • Initial Complaint

    Date:12/11/2024

    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.
    Placed an order with the company and was required to mail them a component to be repaired. Over the course of two months, they were unable to make the repair. It was very difficult to get any information due to lack of communication on their end. When they would finally reach out, it was we are waiting or still waiting for the part to make your repair, and it should be next week or the following. I was able to finally get my order cancelled and eventually refunded, however they have not mailed me back the part that I mailed to them. I have email confirming they received it, and also that if I canceled, they would mail it back. I have other options to get it repaired and have not authorized them to keep it to be used for parts. These *************s are expensive, if bought new. Per their own document if they have any kind of delay, they will contact you promptly, and usually they process/make repairs in 1-2 days. Not the case, and I believe they are, or have kept my ************* to use it for parts to make repairs on other orders for profit. These *************s have Model #'s & Serial #'s. I just want my ************* back. If I am able to upload or send all communication between them and myself, I will. Thank you

  • Initial Complaint

    Date:10/23/2024

    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.
    This business has a website stating that they repair appliance parts. I mailed them the part from my Kitchenaid refrigerator several months ago along with the payment. Verification of payment and also delivery are shown in the attached documents. It's been months of calling them, texting, emailing and there's been no response of any kind. I'd like my money returned as well as the original part. We've been without a working refrigerator this entire time. We'd appreciate any help you can provide. thank you.

  • Initial Complaint

    Date:10/17/2024

    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 placed a repair order for my Whirlpool oven range control board (*******RF) on October 2nd at 10:53 AM and received a "return for repair" form under order number 990-2072. the item was shipped *** 2 day delivery on October 2 and it was received on October 4 at the business. The tracking number (1Z 509 0TT 02 9102 6875). since then, I have not received my repaired unit nor any communication from the business, despite calling them on it and e-mailing them to a three times since October 16th

  • Initial Complaint

    Date:08/28/2024

    Type:Order 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.
    On August 16, 2024 I placed an online order for a washer drain hose. My card was charged $73.98 on this date. I didn't receive a shipping notification or a tracking number and product never arrived. I've made several attempts to contact the company to resolve this issue but I don't get any response

  • Initial Complaint

    Date:07/19/2024

    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 purchased replacement parts from www.genuineapplianceparts.com for a clothes washer. The parts were received and delivered appropriately. I was unable to use the parts purchased as another part broke in attempt to remove the broken parts. It made more sense to purchase a brand new washer and return the unused parts. I called and left 3 voicemails with my order number and a return phone call in attempt to return the unused parts with the company. I also emailed the company 3 times. I started the return process online; however, the invoice shows "Absolutely no returns without prior authorization." There has been no communication by the company in attempt to return the unused parts. The company appears to have a 30 day return window. All of my attempted communications occurred within the 30 day window; however the company still has not returned any communication about the return. There is noone that answers the phone on their business line. You must leave a message and hope for a call back. Noone responds to phone calls or email messages.

  • Initial Complaint

    Date:06/20/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On June 4th, 2024, I ordered a Kitchen Aid Dishwasher Detergent Dispenser, online from Genuine Appliance Parts Sales.On June 8th, I received this item.Subsequently, I did not use the part, and it is still in it's original package.On June 11th, I requested to return this part by clicking the Request Return button from within my order webpage.(This is in compliance with their Return/Refund Policy)I immediately received an email that indicated my order status had changed to [Return Started].I did not receive an authorization code or any other acknowledgement.On June 13th, I sent a follow-up email to [email protected] never did receive a response.On June 17th, I called their number **************, and got an automated message "We are unable to take your call at this time, please leave your name. number and a brief message".I did leave a message and also included my order#.I did not receive a call back or any other communication.I tried calling again on two more days, with the same response, nothing.Other than the initial automated email response, I have not been contacted in any way from Genuine Appliance Parts Sales.

    Business Response

    Date: 06/25/2024

    Hi *****, we show the same email as this complaint, and we show your automated return request, we see your confirmation was sent. Since you clearly have some kind of email spam filter, our emails are never seen or read.

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

    *************************************
    9131 W White ******* Ln
    ******, ************; 85383
    *************

    We have refunded all of your money. Our address is on the box, if you feel up to it, please return our merchandise.

     

    Thanks.

     

     

    DateJune 25, 2024 at 8:02:27 AM CDT

    Transaction *******************

    Gross amount-$104.12 USD

    Transaction statusCompleted

    Invoice *********

    Customer Answer

    Date: 06/27/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    I do see the refund to my account, thank you very much Genuine Appliance Parts.
    I will definitely ship the part back once I receive the box.

    Regarding the excuse about spam email:
    My email is standard Gmail which directs any suspect email to a spam folder.
    There is no automatic blocking or deleting.
    I read everything that goes to my Spam folder, there has not been anything for several weeks.
    The initial order confirmation and the shipping notice emails came through fine.

    Regards,

    *****

     

  • Initial Complaint

    Date:06/07/2024

    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.
    SUBMITTED ON-LINE ORDER ON 5/25/2024. CREDIT CARD CHARGED ON 5/27/2024 BY ******. NO CONFIRMATION E-MAIL FROM VENDOR ON THE ****** FOLLOW-UP PHONE CALL PLACED TO VENDOR ON STATUS OF ****** (ORDER NUMBER *******). LEFT PHONE MESSAGE FOR A RETURN CALL. RETURN PHONE CALL NEVER RECEIVED. FOLLOW UP E-MAIL SENT ON 6/7/2024. NO RESPONSE. PHONE NUMBER LISTED ON WEBSITE DOESN'T APPEAR TO EVER BE ANSWERED.

    Business Response

    Date: 06/25/2024

    Hi. I am still cleaning up after former manager, and the one before that.

     

    Anyways, it appears that this payment was reversed on June 3rd. 

     

    There is nothing else we can do here. 

     

    I'm retired, after 40 years, and I am so sorry that you had such a bad experience. I truly care.

    Hopefully the new people will continue with the tradition of excellent customer service that my family provided for 4 decades.

    Your responses
    June 3, 2024 at 11:33:47 AM CDT
    You have settled this chargeback with *********************** by issuing a refund.
    Refund amount:$295.87 USD
    Case details
    Case ID:
    ******************
    Disputed amount:

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