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Northeast California
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BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Appliance Parts Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Appliance Parts Center include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Appliance Parts Center
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: July 09, 2003 Business started: 10/01/2002 in CA Business started locally: 10/01/2002
Type of Entity

Sole Proprietorship

Business Management
Mr. Scott Shields, Owner Mrs. Judy Shields, Owner
Contact Information
Principal: Mr. Scott Shields, Owner
Business Category

Appliances - Major - Parts & Supplies Appliances - Small - Dealers

Products & Services

Appliance Parts Center specializes in parts for all major brand, washers, dryers, refrigerators, dishwashers, ranges, ovens, cook tops, freezers, and trash compactors, heating, air conditioning,furnaces including filters, standard and custom allergy or electrostatic.


Additional Locations

  • 7360 Auburn Blvd Ste A

    Citrus Heights, CA 95610 (916) 729-3117

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Complaint Detail(s)

10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We relied on the Appliance Parts Center website statements that they "Have technical knowledge" - "Provide free technical advice" - "GET THE RIGHT PART THE FIRST TIME" - "Competitive Prices" - and the fact that they are right up the street from our residence. I brought the part I thought might need replacement, a refrigerator control board, (along with the Model # of the refrigerator and Part # of the board) - to the store and explained the cooling problem I was having with my refrigerator and asked them if they could look at the board. The sales clerk told me there was no way to check the board, but had the same part in stock, and subsequently sold me a new board. When I got home, I saw immediately that it was the wrong board because the layout and fittings of the board were different than the old one. When I tried to return it - because they gave me the wrong part - they said they don't accept returns on opened boxes. They said they would only sell me the right part, which I reluctantly purchased, and gave them the wrong part back. I was feeling uneasy with this business at this point and decided to check with ***** where I had purchased the refrigerator. ***** confirmed the part # I needed and gave me a quote for half the price of the Appliance Parts Center price. Since I hadn't opened the box from Appliance Parts Center, I decided to order the part from *****, believing I could return the unopened box to Appliance Parts Center. Due to my experience with Appliance Parts Center, I told ***** that I was not positive that the control board was the problem (since Appliance Parts Center did not provide any technical advice) and was told that there was no problem with returns. I received the part from ***** and installed it and found that it did not resolve the cooling problem. I had no problem returning the opened box and installed part from ***** and received a prompt refund from them. Appliance Parts Center is refusing to give a refund for the unopened box of the part they sold me.

Desired Settlement: I want to be able to return the unopened box that I purchased for $241.23 from Appliance Parts Center. They should have sold me the right part to begin with and accepted an exchange when the part was wrong. I gave them the wrong, opened box part in good faith and truly believe that they sent it back to the manufacturer based on their 90 day manufacturers warranty to get a refund for themselves. A letter that was sent to the business is being sent separately to BBB of Northeast California.

Business Response: In response to **** *****’s complaint regarding the part in question, on the initial visit a control board was purchased with a customer supplied part number. He had done some research online in an attempt to diagnose his issue. He was uncertain of his need for a control board and asked if we could test it to see if it was bad. We could not bench test this for him, as this is not possible. We are happy to help people to the best of our abilities, but to expect we would be able to act as thoroughly as a service technician in front of the machine with hands on capabilities is not reasonable. We are happy to research the machine, provide as much help with regard to the items we would check and share that information. We are not able to diagnose, much like a dentist cannot diagnose over the phone. We supplied the part requested by the customer’s supplied part number, this is critical since we have an all sales final policy which is clearly posted in multiple locations, on our website under frequently asked questions and printed on all receipts. When he realized he had the wrong board and brought it back we elected to make a one-time exception for him and do an even exchange for the correct board. We would have done the research to ensure the part number was the correct board for his model at the time of exchange. While he believes that we would simply return this now used part to our vendor as a warranty claim, he is incorrect. There are many systems in place to prevent fraud and the requirements for a warranty claim are quite involved. We simply would ewaste the returned item and absorb the cost of the part. This is one reason we do not normally do returns or exchanges unless we are the ones in error. Our attempt to be gracious and considerate is now being met with entitlement. All retail establishments set their own particular sales, return and exchange policies and one can never assume what they may be. We are not willing to provide a full refund since the original purchase was the customer’s error with the provided part number. We are most certainly not making a profit and had only hoped to break even while providing a service of goodwill by doing the exchange.

Consumer Response: The business response to our complaint is in contradiction to the actual transaction and what they state and emphasize on their website. It does not focus on the true issues of the complaint.

The initial contact with Appliance Parts Center was not bringing in a "customer supplied part number" to the store. When I (**** *****) initially visited the Appliance Parts Center. I told them I needed Freon for my refrigerator for my refrigerator because it was not cooling properly. The clerk I spoke with told me they do not sell Freon, however, they could sell me a part that might fix it. I gave the clerk specifics about the cooling problem and he proceeded to tell me that it was probably the circuit board or the compressor. The clerk knew at this time that we were not sure what the exact problem was, but suggested replacing the circuit board because it was the least expensive option.

At that point, I went home and researched the internet for a replacement circuit board model number based on the refrigerator model number posted inside the refrigerator. I returned to the store with the model number I found and the actual from my refrigerator. The clerk sold me the board without checking the one I brought in to see if it was right, even though I asked him to.

The business response states: "We are not able to diagnose ... over the phone." The business was not asked to diagnose over the phone. The business response statement also contradict their website statement "We have experience to effectively guide you through basic appliance diagnostics and repairs." A refrigerator not cooling is a basic problem with appliance as it is the only function of the appliance.

The business response states: "We are happy to research the machine, provide as much help with regard to items we would check and share that." The business website emphasizes: "GET THE RIGHT PART THE FIRS TIME." The clerk conducted no research to ensure it was the proper part, including not even looking at the actual board I brought in. The website also emphasizes their extensive experience and expertise, portraying themselves as professionals who have more than average skills and abilities in their field than the average person. Their portrayal as experts may be true, however, they did not utilize any professional skills and abilities in my experience with them - they only offered to sell me two parts that may be the problem. It is my opinion that the business is bordering on what would be considered "Professional Negligence" and that their website information is false and misleading advertising. I have never field a complaint against a business before and would not be making these statements about Appliance Parts Center if they weren't true based on my experience with them.

The Return Policy is obviously an issue with Appliance Parts Center as a complaint for the same issue was filed with BBB earlier this year. The posters that the business included in their response to the earlier complaint were not in place at the time of this current issue with them. As I (***** *****) stated previously in an attachment to the original on-line complaint, the only reference I saw regarding sales being final was after I asked where they were. One reference was on a side wall on a posted mixed in with a lot of other information that was in larger print. The other was on a wall behind the sales clerk which you could not see if you were at the sales counter or in line because the sales clerk at the counter would be blocking the line of vision to the poster.

The business response also states that the no returns policy is stated on their website under "frequently asked questions." It's clear that the business is trying to make this information as hidden and discreet as possibly by not displaying it clearly in the their store or on their website Home Page and not verbally informing a customer of the policy, especially if it is clear what the problem is. We have never done business with those that clearly state they do not accept returns.

Appliance Parts Center knew from the start that we were not sure what the exact problem was and should have made sure that we understood that any part we bought from them was not returnable, especially since it was an issue in the recent past. They sold us the circuit board after telling us that it could also be the compressor. They never verbally said anything about not being able to return the board if it was not the problem.

The problem turned out to be neither the circuit board nor the compressor, but a leak in the sealed system - a problem the Appliance Parts Center experts never discussed or recommended to explore before selling us a part.

We are still in possession of the "exchanged" board which is in the original, sealed box. We never had any reason to open it after we discovered the actual problem, which Appliance Parts Center did not assist us with.

The resolution we are seeking to return the opened "exchanged" board for a refund of the price we paid for this circuit board.

Respectfully Submitted,

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

Business Response: This is the second complaint from **** ***** who is not the customer of record, we ask that both this most recent complaint and also the last complaint be stricken from our record. Please note that his story has entirely changed from the initial complaint. Per our conversation with Jean at the BBB office, you do not handle third party complaints and **** is not the customer of record. Should the true customer of record file a concern, it should be considered a false statement at this point. Had he truly had a concern it would have been voiced properly and in a timely fashion. Please consider a software improvement to block duplicate claims from the same party in the future.

Business Response: Company stands by original response. 

Consumer Response:

This letter is in response and rebuttal to the new information received regarding Appliance Parts Center's contention that we were never customers of their store and are a third party because of the name on the invoice. We are questioning why Appliance Parts Center did not bring this up initially if it is an issue with them, especially since they are the ones who chose to put another name on the invoice. The name - Greg ***** - is ****'s brother, who is an HVAC contractor and **** mentioned his name when inquiring about a possible contractor's discount. He never asked that his brother's name be used for invoice purposes.

We have enclosed a bank statement belonging to ***** Brady showing proof of the purchase at their store on the date of the purchase, along with the invoice on which they put the name "Greg *****."

It appears that Appliance Parts Center is obviously "grasping at straws" at this point because they can't dispute or respond to the actual issues surrounding this complaint.

The major issues of this Complaint, as we have previously described in detail and not deviated from are:

(1) Appliance Part Center's rebuttal statements that they are "happy to provide research and as much help with regard to the items we could check and share that" and "We do not normally do returns or exchanges unless w are the ones in error. They, admittedly, acted on a "customer-supplied" model number and in reality did nothing more, even when they were asked to. They were given the model numbers and the actual circuit board from the refrigerator and did no research to confirm it was correct and refused to even look at the circuit board to ensure we would "GET THE RIGHT PART THE FIRST TIME," which is emphasized on their website. This was inexcusable, considering their discreet "All Sales Final" policy and the fact that they knew the actual part needed was in question.

(2) Appliance Parts center's business practice of promoting themselves as having competitive prices when, in our experience, they sold/exchanged it to us for almost twice the price of another local competitor and the price we have since seen on internet sites. This would explain why the clerk said he accidently deleted the pricing information from their site and couldn't retrieve it, and then told us that it was the very same price as the other circuit board, which was much more expensive. We found that the very same circuit board at Sears Appliance Center for almost half the price and, as any reasonable person would do, ordered it from them.

(3) Appliance Parts Center's statement that "No company does that anymore, you need to get up to date" - regarding return to open electronic boxes. The same part we purchased from Sears was opened and installed in the refrigerator and it was determined that it was not the part causing the cooling problem. We had no problem returning the circuit board to Sears. We have enclosed an invoice and bank statements showing the purchase and refund of the very same circuit board part through Sears Appliance Parts.

(4) Appliance Parts Center's rebuttal statement that "We are most certainly not making a profit and had only hoped to break even." This is highly unlikely considering that we paid them nearly twice as much as the normal price for this product and they certainly did not pay the retail price.

Appliance Parts Center apparently did not learn from the earlier complaint filed on March 5, 2014 against them for the very same issue. Appliance parts Center has the right to any business practice they choose to implement, however, their business practice of not clearly disclosing this practice is deceitful. In the earlier complaint, the business replied by stating they had specific verbiage about "Sales Final" on their dry boards. This was only a bout a month prior to our purchase, which questions the truthfulness of their statement.

Appliance Parts Center, in our experience, appears to thrive on customers who do not have specific knowledge of what they need and have a situation where they need help immediately like a refrigerator not working. Their website advertising totally misleading and their in-store customer service is totally inadequate.

There is no need to reiterate everything that has already been written and submitted. We are enclosing copies of previous correspondence that support our statements about our experience with Appliance Parts Center with highlighted emphasis on the specifics of our complaint.

Resolution Desired: We want to return the factor-sealed refrigerator circuit board to Appliance Parts Center for a refund of $241.23.

BBB can make any decision they wish, however, Please inform Appliance Parts Center that we are ready to go to social media with our experience with them to protect other people from experiencing the same as we have had with them.

Respectfully Submited,

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

Consumer Response: I am rejecting this response because:  I am standing by my original complaint.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a part from the above business. The part was a motor for a dishwasher that $157.03 before tax. When I purchased the item the individual who sold me the part mentioned nothing about no returns on items that were purchased from them. When I arrived home my girlfriend and myself discussed if it was worth putting that much money into a older dishwasher. We decided that we would rather buy a new dishwasher, since the current dishwasher was over 7 years old and had lots of use on it. When I attempted to return the unused part, which had not even been removed from the box I was informed that they did not accept returns. The only thing on the receipt that it says is that all sales are final. It makes no mention of not being able to return parts. If I would have know that I wouldn't have been able to return the part, I would have never purchased it until I had discussed this issue with my girlfriend.

Desired Settlement: These type of business practices are unethical and should not happen. I want it to be a requirement that if a business is going to sell a item that is non returnable, that they need to inform the customer that particular item is non returnable, if purchased and it leaves the store. I just feel that this type of business practice is shady and they should be investigated about these types of business practices. Thanks for your time.

Business Response: We have posted on two dry boards behind sales person:
                 NOTICE
       We are happy to assist you
      In order to ensure the quality
    and integrity of your parts purchase
           ALL SALES ARE FINAL
      please ask any questions prior
              to purchase

               THANK YOU

We strive to serve our customers to the best of our abilities. We have this policy to protect our customers from buying used or damaged items from previous sales. No appliance parts dealers that we know of accept returns on electrical items, open or not. The bottom of our receipt also states that all sales are final.
We regret that ***** ***** didn't notice the posted policy, unfortunately we are unable to return a motor "electrical item". It has a warranty, and we honor that. It is an exchange warranty. Had that been the case than we would have replaced it.

Business Response: We have posted on two dry boards behind sales person:
                 NOTICE
       We are happy to assist you
      In order to ensure the quality
    and integrity of your parts purchase
           ALL SALES ARE FINAL
      please ask any questions prior
              to purchase

               THANK YOU

We strive to serve our customers to the best of our abilities. We have this policy to protect our customers from buying used or damaged items from previous sales. No appliance parts dealers that we know of accept returns on electrical items, open or not. The bottom of our receipt also states that all sales are final.
We regret that ***** ***** didn't notice the posted policy, unfortunately we are unable to return a motor "electrical item". It has a warranty, and we honor that. It is an exchange warranty. Had that been the case than we would have replaced it.

Business Response: We have posted on two dry boards behind sales person:
                 NOTICE
       We are happy to assist you
      In order to ensure the quality
    and integrity of your parts purchase
           ALL SALES ARE FINAL
      please ask any questions prior
              to purchase

               THANK YOU

We strive to serve our customers to the best of our abilities. We have this policy to protect our customers from buying used or damaged items from previous sales. No appliance parts dealers that we know of accept returns on electrical items, open or not. The bottom of our receipt also states that all sales are final.
We regret that ***** ***** didn't notice the posted policy, unfortunately we are unable to return a motor "electrical item". It has a warranty, and we honor that. It is an exchange warranty. Had that been the case than we would have replaced it.

Business Response: We have posted on two dry boards behind sales person:
                 NOTICE
       We are happy to assist you
      In order to ensure the quality
    and integrity of your parts purchase
           ALL SALES ARE FINAL
      please ask any questions prior
              to purchase

               THANK YOU

We strive to serve our customers to the best of our abilities. We have this policy to protect our customers from buying used or damaged items from previous sales. No appliance parts dealers that we know of accept returns on electrical items, open or not. The bottom of our receipt also states that all sales are final.
We regret that ***** ***** didn't notice the posted policy, unfortunately we are unable to return a motor "electrical item". It has a warranty, and we honor that. It is an exchange warranty. Had that been the case than we would have replaced it.