Complaints

This profile includes complaints for Auto Parts Prime, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Parts Prime, Inc.

  2500 Troy Ave # A South El Monte, CA 91733-1428

  
• 

  Nissan Parts Deal.com

  5496 ANDREW JOHNSON HWY MORRISTOWN, TN 37814

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.

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 06/26/2025 I ordered Part No.:86111G5041, a GLASS-WINDSHIELD from ****************************** by Auto Parts for $594.18, with ******************* $56.86. On 07/8/25 I this text message:KiaPartsNow: Your order VK65185596 requires ************ ************************ to reply.Following the link took me to a page on their website that said that the shipping cost was $200+ more then the shipping cost they had advertised. I called them and said that that was unacceptable, but they refused to honor their original price.I specifically picked them because their price was lower than others.

  

  Business Response

  Date: 07/10/2025

  Dear Customer,

  We apologize for the inconvenience.  Per our Sales Policy, "Most of our shipments will be shipped via ****. For Oversized or Overweight shipments, there may be additional shipping charges. This applies to items such as bumpers, fenders, hoods, door panels, etc. Please email us for freight charge information on these parts.  In rare occasions where the actual cost is higher than the estimate, we will always inform you first for further instructions before proceeding with the order. All shipping cost calculations are estimates from *************** Some orders may require a signature to receive the delivery."
  

  Please refer to our sales policy below.  Again we apologize for the inconvenience.
  
  **************************************************************************

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an engine payment was sent. Was told they didn't receive payment. Sent proof payment was sent tried to contact via multiple emails and no response tried to call but no number listed receives calls they have given no communication and no engine would like a total refund since I am out ******* and no engine.

  

  Business Response

  Date: 06/17/2025

  Dear Customer,

  We apologize for the inconvenience.  We are unable to locate your order number.  Please provide your order number to better assist you further.  Thank you! 

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an order with BMWPartsDeal.com for a windshield cowl strip for my 2004 *** 330Ci. The order was subsequently canceled by the company, but my credit card was charged and I have not received a refund.Despite making three separate phone calls to customer service department, I have not been refunded, nor have I received any clear explanation or timeline for resolution. I consider this a breach of good faith and unacceptable customer service.

  

  Business Response

  Date: 06/09/2025

  Dear Customer,
  
  We apologize for the inconvenience.  We have confirmed with our accounting team your order was cancelled on 5/16/2025 and refunded with 1-3 business days.  Please contact your credit card company for further assistance.  Again we apologize for this great inconvenience.  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 $385 motor for my cars sunroof. It turned out I didnt need the part. I asked to return the unopened part and they refused. This is one week after they shipped it to me. They claim it is because it has electrical components. It is an electric motor for a sunroof. They never warned me that this item was nonrefundable/returnable.I would be happy to pay a restocking charge.

  

  Business Response

  Date: 05/27/2025

  Dear Customer,
  
  We apologize for the inconvenience.  Unfortunately due to our return policy we cannot accept parts that are electrical/electrical components. The return policy is listed under the part description of the part or the bottom of our webpage. 

  Please refer to our return policy below, again we apologize for the inconvenience.

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

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 new power window control unit from this site, and they are a complete scam. They sent me the wrong part and are now saying The part(s) is non-returnable items due to it being, but not limited to:- An electrical part or has electrical components THEY SENT ME THE WRONG PART! That's unethical. I went back and forth with their RMA **** several times. I even sent them pictures of the part. The part I ordered was Part No.: 93571J5002 *************** WIND. That actually matches the part number on the box they sent, BUT that box was open, and on the inside was Part No.: 93570J5002. THE WRONG PART!I sent them proof. They said they would "submit your request for an exception" but came back the next day saying it was denied.What?!I understand if I ordered the wrong part, and they're hiding behind their return policy. Fine, but they sent me the WRONG PART.Unfortunately I see a lot of this now that I'm doing research on their 1 star reviews. They must have paid for a bunch of 4 star reviews. All the 1 star reviews are the same. Sent the wrong part. Refuse to return.They prominently have BBB accredited on their website. The fact that it's a "B" makes me think they don't care.I disputed this with my credit card. That's fraud to misrepresent a part like that.

  

  Business Response

  Date: 05/23/2025

  Dear Customer,

  We apologize for the inconvenience.  After further review we have confirmed part#*****J5002 is actually a manufacture engineering number.  the part# 93571J5002 you received is correct.  Unfortunately due to our return policy we cannot accept parts that are electrical/electrical components.  Please refer to our return policy below, again we apologize for the inconvenience.

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

   

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23335417
  
  I am rejecting this response because what they are saying is untrue. I ordered a part. They sent me the wrong part and are refusing to refund or replace it. I ordered the part number is needed because I know the other ones don't work with my vehicle. They opened the box and substituted the incorrect part. It doesn't work with my vehicle.

  I have the order and the part number on the box. They are being dishonest. 

  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/02/2025

  Dear Customer,

  We apologize for the inconvenience.   We have reviewed the images further with our partnered dealership and we have confirmed part#*****J5002 is the manufacture engineering number from Kia.  the part# 93571J5002 you received is correct.  The manufacture engineering number will never match the actual part# its an internal kia#  

  Unfortunately due to our return policy we cannot accept parts that are electrical/electrical components.  Please refer to our return policy below, again we apologize for the inconvenience.
  

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

  
  

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23335417
  
  I am rejecting this response because:

  What the business is saying is untrue. The part is not what I ordered, and it does not work.
  This is a dishonest company that sends the wrong (and non-working) part and then claims it doesn't accept returns or refunds.

  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  Dear Customer,
  
  We apologize for the inconvenience.  Unfortunately due to the dispute with your ******************** we cannot proceed with this RMA anymore.  Please contact your ******************* for further assistance.

  Again, we apologize for the inconvenience.
  

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a car part from their site ******************************** and it was the wrong part. I started the *** process and sent back the part. The *** started 4/12/25. I shipped the part back out to them and they received it 4/23/25. I sent an email 4/27/25 to get an update on my refund and they said I had to wait a business day. Ive sent multiple emails and made multiple calls. One representative, ******, was extremely rude and kept pushing me off the phone telling me theres no update other than they received it. Its now 5/9/25 and I still have no update on my refund. I spent $404, the part was only $388 and they charge a restocking fee. I also paid almost $30 to ship it back to them. So Im losing money yet they still cant get back to me. I dont know what else to do to get this refund. Attached is the tracking number.

  

  Business Response

  Date: 05/13/2025

  Dear Customer,
  
  We apologize for the inconvenience.  A refund was issued on 5/12/2025 per your request.  

  Please allow 1-3 business days for that to reflect onto your account.
  
  Depending on who you bank/credit with, you may receive this sooner rather than later.
  
  Once again, we apologize for this great inconvenience, and thank you for understanding.
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  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. The refund is in my account and everything is good to go. I hope no future customers of this business have to take it this far in the future to get a resolution. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to file a formal complaint against ***partDeal regarding a deeply frustrating and disappointing experience. I recently placed an order for a Telematics Control Unit (***) for my 2019 *** X5 40i after seeing generally positive reviews of the company. Unfortunately, after a full diagnostic at a *** dealership, I discovered that the issue with my vehicle was not related to the *** but rather a faulty antenna. The part I ordered was unused, and I promptly initiated a return following the company's stated ************* my surprise, my return request was denied without any explanation. I followed up with the company by phone and was transferred multiple times before finally speaking with someone named ***, who stated that they would submit an "exemption request" on my behalf. However, the follow-up email I received reiterated that my return was still denied, and the tone and process indicated that my request was never genuinely ************* a result, I am left with an $800 part I cannot use and have received no support or accountability from ***partDeal. What should have been a standard return process, even with a restocking fee, turned into a frustrating and opaque ordeal. ************ customer service is lacking, and their policies are unclear and unhelpful.Additionally, I want to note that I wrote an email to ***partDeal, but unfortunately, I do not have records of that communication. Their website does not provide a receipt or copy of the email; it only gives a confirmation that the email was sent. However, I do have copies of the responses they sent to me. I initiated the return before I had even received the item, intending to return it as soon as it arrived. The item remains unopened in the same box in which it was mailed to me. Despite being told I would receive a follow-up via email, my return request has been denied without adequate explanation.

  

  Business Response

  Date: 04/24/2025

  Dear Customer,
  
  We apologize for the inconvenience.  Unfortunately due to our return policy we cannot accept parts that are electrical/electrical components.  We had submitted an exception and unfortunately it was denied.  Please refer to our return policy below, again we apologize for the inconvenience.
  
  *****************************************************************
  
  

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  page one of attachment shows part that I intended to order. If you notice there are 5 thumbnails of the part 2 of them show the part that I intended to order and don't even show a hose attached. The last thumbnail shows a hand drawn or computer generated view of a hose. Page 2 is the order confirmation sent on 4/15 @ 11:30 AM. When I noticed that this order was only a hose I sent an immediate response @ 11:45 AM to cancel the order. The third page is an email sent to me on 4/16 which states that the order was shipped which I responded to 27 minutes later informing them that I sent a reply to the confirmation email to cancel the order the day before. The part arrived at my house and I tried to get info to return it and was informed that I had to submit an RAM request. They sent me an email informing me that my request was denied due to the part being a fuel system part. The envelope is opened but the hose has never been taken out of it's original packaging. I feel they were informed to cancel the order immediately but chose to ignore it.

  

  Business Response

  Date: 04/24/2025

  Dear Customer,
  
  We apologize for the inconvenience.  Unfortunately the responses you sent were sent to a Notification-Only-Email as stated in the images you provided.  We did not receive any response of the cancellation.  However, we were able to get an exception on your RMA return a seperate email will be sent to you.  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 key gloves for my 2018 Lexus RX350. What I ordered and what I received are 2 different parts numbers. I ordered part # PT420-00162-L1 but they sent me PT-420-*****-L1. I went on their website and notified them immediately the same day (hours after Delivery of the mistake. They sent me an email with instructions the following afternoon. I did exactly as they asked and sent pictures of what I ordered, what was received and the package with the item number on it. A few days later they asked for the pictures of the package it came in with the tracking number attached. I explained I didn't have that anymore as days have passed and the trash had been picked up. They told me they have a "very strict return policy and the rules were the rules". I explained that I had the tracking number and if you put it into **** you can see it was delivered Monday 4/14 at 3:15pm. I notified them of their mistake Monday 4/14 at 4:45pm. They are REFUSING to send me the correct item that I paid for. They have basically stolen my money as I'm stuck with something that I didn't order. I wonder how many other people this has happened too and how much $ they have made by sending people the wrong item that people can't exchange as the mail packaging has been thrown away. I have attached pics of what I ordered, what I received and the item in its manufacturer packaging that is unopened. I also am sending their instructions. No where does it say the mailing package and label. Again, they asked for the mailing label and package 3 days after my original email. The trash was already. I'm not looking for a refund, just want what I ordered. I did email them 1 more time for a resolution and said if I didn't get one I would be contacting you, they never responded.

  

  Business Response

  Date: 07/15/2025

  Dear Customer,

  We apologize for this great inconvenience.  

  A refund will be issued. You do not need to return the wrong part.
  
  Please allow 1-3 business days for that to reflect onto your account.
  
  Depending on who you bank/credit with, you may receive this sooner rather than later.
  
  Once again, we apologize for this great inconvenience, and thank you for understanding.

  Customer Answer

  Date: 07/15/2025

   
  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:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 rushed the original order when I got notified my mother was ill.I had to fly back, only to learn the advertised rear speaker was a side speaker.The return process involved 8 emails requiring photos from a variety of angles. Each time I was told to photo the outer box barcode, which was torn by their stapping. After two weeks, I received word my mother had died. On April 10, I insisted the *** process be rushed. That was ignored.Then a final request that a prior photo was ***********, I must return on a flight Thursday, April 17 for a month. To bury my mom.That means if they do issue an ***, I will be unable to physically return it in a timely manner, nullifying my return.Who treats customers like this? How do they rate a ******************** rating? After 15 calls and numerous criticisms of my photos, I blew up. The *** managee saud, "Threatening me will do you no good. I'll give you the *** immediately after we disconnect the call. That was seven hours ago.