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Business Profile

New Auto Parts

ProTuningLab.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for ProTuningLab.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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ProTuningLab.com has 4 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 4 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:06/12/2025

      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.
      5/15/2025 - ordered class 3 hitch $281.69. When Fed Ex delivered box it was damaged & driver wrote on box that parts were falling out. They sent class 2 hitch besides missing parts. Called & was on hold for an hour with no answer. Have sent several emails with getting 1 response requesting pictures. Sent pictures over a week ago & several more emails with no response. Left message today. They will not accept return without an RMA #. Told them via email they are to pay return shipping & refund me. We are moving out of state & need this sent back.

    • Initial Complaint

      Date:05/20/2025

      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.
      I ordered a pair of headlights for my ******* Santa Fe. The item i was sent does not match what was listed on their website. I have contacted them for a return authorization, but they have not responded back to me. I just want a refund!

    • Initial Complaint

      Date:01/27/2025

      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.
      The status of my order appears as fraudulent and I am not getting any updates. I hope they send it to me and if not, I get a refund.

      Business Response

      Date: 01/30/2025

      Good morning. I would like to sincerely apologize for the inconvenience and unease this has caused you. We use a third party type of system that calculates certain aspects of customer input information then delivers a score. The system  will cancel the order if the score is too high and flag it as potential fraud. We also received the email from the customer requesting to cancel their order on 01/13/25 which we replied to. Somehow the manual interference interrupted the fraudulent refund process. We will make sure the total paid price is refunded. We are available by phone as well at ************. Thank you for your patience.  

    • Initial Complaint

      Date:01/17/2025

      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 ordered a set of headlights for my car from a website that clearly said 30 day returns and the lights for not work properly on my car when I attempted to have them professionally installed at a mechanics shop. I tried to get a return label so I could send them back and get my money back and the company will not return them

      Business Response

      Date: 01/21/2025

      It was explained to the customer that unfortunately he ordered incorrectly. His vehicle came equipped with LED DRLs. It specifies on the listing that the assembly is "Compatible on Halogen Models without LED DRL Only."
      The customer emailed us on 12/19/2024 stating that the headlights caused a short so we requested vehicle information as well as photos and or video of his OEM assembly as a troubleshooting measure. Customer insisted on a refund on 12/27 without providing us with the photos requested. On 01/06/2025 is when we received the photos which showed us that their vehicle came equipped with LED DRLs. We advised the customer that we can accept the set back minus the shipping cost and minus a restock fee. We wanted to see the condition of the set to make sure they weren't used and actually able to be restocked so we asked for photos on 01/13/2025 which were sent to us on 01/15. We sent the customer a prepaid return label on 01/15. Its currently in transit. Once its delivered it will be inspected and a partial refund will be issued Again, the shipping cost and restock fee will be deducted per our policy which can be found on our website. We have a process that we must follow. We apologize for the frustration that may have been felt. Thats never our intent. Often times, with a few photos and a video or two, we're able to provide some instruction on how to fix an issue without a return needed. In other cases, we discover that the wrong item was purchased. In either event, we do try our best to assist the customers and provide them with a suitable remedy. If there are any other concerns the customer may reach out to us directly Monday through Friday from 9am-6pm PST. 

    • Initial Complaint

      Date:05/22/2024

      Type:Customer Service 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.
      I bought parts from this company that turned out to be defective. All attempts to resolve the issue have been exhausted. The dont reply to emails, they do answer the phone but all I get is constant run around putting the blame on their warehouse yet they say they have no direct line to this warehouse.

      Business Response

      Date: 05/22/2024

      Hello,

      We have this order noted under escalation. Since these products are not directly from our warehouse they need to be returned back to the distribution warehouse with their return label. We do appreciate your patience with us.

      A return label was issued to you and fully authorized for a return for refund of the product as well. I believe you had received several emails and calls in regards to this a couple days ago explaining the situation. Return label is sent via email; please check your spam folder just in case it was filtered out.  

      Customer Answer

      Date: 05/24/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:04/18/2024

      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 ordered a set of tail lights for my truck. When they showed up they were scratched and not working properly. I returned them, they took over 2 months to get back to me and only after I called and complained and sent emails did they reach back out to me and they stated that I caused the scratches and they wouldnt be returning my money

      Business Response

      Date: 04/18/2024

      Hi *****

      We have looked into your case appeal and have sent a return label for your order to be exchanged out for a brand new set. Please refer to the return label email on the *** Printable file to exchanging your tail lights due to the turn signal defect.

      Thank you

    • Initial Complaint

      Date:03/19/2024

      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.
      the headlights where delivered march 9 2024, I installed the headlights on march 9 . the headlights where really tight fitting . On march 10 I pull into are shop to adjust heigh setting on the lights , it was imposible to adjust the lights to the correct ride hight for the truck , without the lights binding up against outer grill around the headlights. During the time of ajusting lights i broke cheep plastic ajuster . i find it almost impossible properly set the headlights without breacking them. this is 3 set headlights ive installed in this 1998 **** during its liftime , never had any trouble before now , but i was using lights purchased from diffent company. protuninglabs basically told me lights where over torque . i tried to explain to them they dont fit correctly and lights in bind the hole time your ajusting them . the one light i got ajusted broke the cheep ajuster off just driving down interstate. I understand more about them after reading 51 bad reviews of broken lights are defective hardware from ****************************************** Apparenty its never there fault . seems like ****** headlights would fit properly. i dont mind paying more as long as i get product that fits and works without modifiing the vehicle to make them work. its my own fault for not looking them up on BBB before my purchase . Just a note Ive installed headlights several times a year on are older farm trucks without problem .

      Business Response

      Date: 03/20/2024

      Based on the pictures shown these are ****** shown to be broken. We do not cover installation faults and broken parts. These are plastic adjusters so at certain angles and leverage you can break them easily. All you have to do is just thread them in and out behind frame to bolt them on. We are unsure what this customer has done to break the adjustment plastic tools but it was definitely done with force as the plastic can be seen entirely broken off from the headlight itself (the end piece is where it was attached to on the back of the headlight). This would definitely not be a product issue.

    • Initial Complaint

      Date:10/30/2023

      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 fender flares for **** ***** Silverado, said it was oe no modification needed. The product was either wrong part or very poorly made. When I contacted protuning labs about refund,I went thru 6 different correspondences to be told there's a $55 shipping label fee and 10 to 20 % restocking fee . Which comes to almost what I paid for product.. this is unacceptable..Thank you, ******

      Business Response

      Date: 10/30/2023

      Hello

      Since this is a very popular item that is sold every single day, if there are issues we do need to verify the issue to assist.

      It would not make sense if one out of 15 of these have fitment issues since they are molded from machines. The differences between each sets are at most a couple mm off.

      Our return policy also states that defects must be shown of the product to receive a full return shipping label. If there are no legitimate fitment issues, the eligibility of receiving a full refund may not be possible.

      If you would like to send in actual pictures of the fitment issues instead of a picture of microwaved salmon, and shipping labels we would like to assist you. If not, we aren't really able to assist you with this issue..

       

       

      Customer Answer

      Date: 11/01/2023

       
      Complaint: 20793335

      I am rejecting this response because: I expected  this response,  so with nothing to lose I proceeded to modify  your flares , that were an inch off not millimeters. But after $20 dollars in nuts, bolts,and washers and a couple hours with a heat gun  and some trimming.  I made your c*** product look acceptable.. 

      Sincerely,

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

      Business Response

      Date: 11/01/2023

      We can assist but the pictures you sent in are not adequate to verifying there is a defect or issue with the product. While I understand things like this may happen to products, installation errors do happen on the daily with customers. This is why we ask for a lot of pictures to verify and check what the issue is. We could have assisted but the same pictures were sent via email which were just 3 pictures of the shipping label. We can't verify a defect from just pictures of the shipping labels. All that tells us it the tracking and recipient. 

    • Initial Complaint

      Date:10/10/2023

      Type:Billing 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.
      I ordered a part Friday 10/05/2023 they marked it as fraud but yet the payment went through they stole the money and refuse to refund it

      Business Response

      Date: 10/11/2023

      Hello ******

      We apologize about the confusion but I believe you had called in in regards to the issue on the order being marked as rejected. We spoke on phone and had cleared this up and the order processed through. We then had a CARB waiver form sent for that exhaust header and it's been processed and shipped ****** tracking # has been sent to your email and the item is currently in transit; delivering on Friday 10/13).

      So I believe we have addressed this issue. If there are any other issues please do not hesitate to contact us via phone ************, or email: ********************************** and we can assist you from there.

      Thank you!

      Customer Answer

      Date: 10/11/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:02/08/2023

      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 ordered parts on Nov 18th for my Boyfriends Truck as a Christmas present. They dont fit his truck. I contacted them on 1/10/23 to tell them they dont fit. Ive been in contact with them every other day or at least every week until today. 2/7/23. They offered a partial refund first and me modify the parts. Then I was told I ordered the wrong parts. No refund, cost to return, restocking fee, and pay to ship new ones. Then after send pictures and numerous emails they say I ordered the correct parts. Still cant get parts to fit the truck. They wont give a refund which I didnt want, I wanted the parts that fit. Now they are telling me Im stuck with $50 parts that I cant use. Customer satisfaction is not a priority for them

      Business Response

      Date: 02/08/2023

      Hello

       

      The issue is that the order was way over the 30 day period. We can't issue a refund, exchange, or return if the order is beyond that period point. This is why in our return policy and website it states that we are able to assist you with returns within that time frame.

      If it's beyond that time frame we are not able to assist

      Customer Answer

      Date: 02/09/2023

       
      Complaint: 19362682

      I am rejecting this response because:

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

    ProTuningLab.com is NOT a BBB Accredited Business.

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