We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Auto Parts

Rockauto

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

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

Find a Location

Rockauto has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Rockauto

      2401 SW 145th Ave Miramar, FL 33027-6604

    • Rockauto

      601 21st St STE 300 Vero Beach, FL 32960-0860

    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 5 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:02/15/2025

      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 paid for overnight shipping when tracking part it will arrive same time as the cheapest shipping time. I don't see how that is right. I'm in ********** it came from ****** warehouse now package is in ********. Why offer overnight shipping if you can't provide that service this is consumer fraud at its finest and I will be filing in civil court as well.

    • Initial Complaint

      Date:11/29/2024

      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.
      Ordered aftermarket radiator for 2003 F-250 Super Duty. *** transmission cooler fittings and lines were not compatible with the part. Issue was. Found during installation. During return questionnaire, I answered that the part had oils present on it and had been installed to the point of not being able to due to incompatible part. ********* accepted the part given the information of oils being present and the part having been partially installed. Upon their review of the part, they stated the return would not be processed due to oils being present and damage from installation. The product was received by me slightly damaged, but repairable. However, due to only being able to select one reason for return, I chose the installation issue in order to include the answer to the question asking if oils were present. After speaking to ********* via email, they insisted the manufacturer states the *** fittings are compatible. I then asked them to invoice me for 2 *** fittings and send me a picture of them fitting in the radiator as they described. They immediately closed the ticket and ceased communication. Part was partially installed, found to be faulty, and returned. I would like irrefutable proof ********* confirmed the *** compatibility, or a refund.

    • Initial Complaint

      Date:10/12/2024

      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.
      Purchased a caliper that was sold as a refurbished caliper. The caliper was defective and had no path to the bleeder circuit. Claimed that they would cover 50% of shipping cost of replacement part because it was not their fault. It is 100% RockAuto's fault for purchasing and selling defective parts. The only fault of the customer was to select *********. You cannot hold the customer responsible for your inability to sell good parts and replacing defective parts should be 100% responsibility of *********. If they need to charge back their suppliers, then that is their job to manage.

    • Initial Complaint

      Date:09/20/2024

      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.
      Ordered hub and got 5 pin instead of 4 have to pay to return it. The Saturn doesnt have a 5 pin hub

    • Initial Complaint

      Date:08/28/2024

      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.
      I purchase struts from RockAuto Parts and they were the wrong parts I have tried to contact them 3 days after I installed them cuz they would not performing as they supposed to be cuz they were the wrong struts look the same besides the original has nine coils to them and the ones they sent only have s i x so I tried calling them back to return them but no one will answer the phone I tried repeatedly trying to get in contact with someone someone finally called me back and told me to take a picture of the label on the box and they would send me a return label all I was asking for was a credit cuz I was trying to see if I can purchase something else from them cuz I have bought things from them before so they text me back telling me by the end of the day which was on the 20th of August that they will be sending me a return label but it did not happen so I called them and call them and they blocked my number now I feel like I just want my money back and return the product I noticed that they have hundreds of complaints against them for this reason by sending the wrong parts to the customer and do not want you to return them

      Customer Answer

      Date: 08/28/2024

      When you finally contact someone at RockAuto Parts they usually pass you through person to person to person with no results they definitely know what they're doing it's not fair for me to have to keep a part that I can't even use cuz it's the wrong part

    • Initial Complaint

      Date:07/02/2024

      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.
      I ordered parts from rock auto on June 27th 2024. When I received my parts, I opened the package to get ready and do the install, but noticed the parts were different from what I removed from the vehicle. I started a return with rock auto, they informed me that I had to pay return shipping even though it was there mistake. Several days later I got a email saying they would not give me a refund because supposedly a part was missing from the parts I sent back. I explained that it was complete when I shipped it back, so they should double check for the missing part. The only thing they will do for me is send me back the wrong parts that they sent me to start with.

    • Initial Complaint

      Date:05/21/2024

      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.
      Ordered 2 of the same 02 Sensors for my vehicle NTK ***** for a ******* vehicle and paid for the items with shipping. Rock Auto shipped both parts. One of the sensors was correct (correct part number and correct box). The second sensor was incorrect (wrong part number) for a **** vehicle. When returning the incorrect sensor I was charged $11.12 for return shipping. I then had to pay for shipping a 3rd time to order again the correct sensor (my car needed both and not just 1). I'm currently out shipping for returning the item and shipping for ordering a 3rd sensor. Their website is completely automated and you cannot actually speak to someone. They don't even have live chat. Calling their corporate number you are advised via automated system that they don't offer customer service by phone. Their automated phone services then advised they were closed and gave their hours of operation. Based on these hours they should be open.

    • Initial Complaint

      Date:05/17/2024

      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.
      Hello, my name is *************************. I purchased a set of brake rotors in May 2023. The Rotors have bad hot spots, both of them. I need to replace them and when I tried to warranty on your website it states they are out of warranty. However, the website for Powerstop states 3 years or 36k miles.

    • Initial Complaint

      Date:05/07/2024

      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.
      On 5/2/2024, I placed an online order with RockAuto for four window regulators/motors totaling $214.45. I received three of the four regulators and one item that I didn't order: an opened package containing a SmittyBilt winch plate for a Jeep Cherokee. (I don't own a Jeep.) When I reported the discrepancy via RockAuto's online return/refund page, I was informed that I need to return the heavy, steel parts--that I did not order--at my own expense before I could receive credit for the missing item. I was informed that this was because I couldn't provide an item number for the incorrect part... but the opened winch plate box does not have a part number on it, just a hand-written description of the item. RockAuto does not have a customer service phone line so I have no way to reach them directly to resolve this issue and I am frustrated that they took payment from me but did not provide one of the four items I ordered.

    • Initial Complaint

      Date:02/08/2024

      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.
      Ordered a product (blower motor control module). Installed and part is defective (does not work). Tried to return and rock auto says I cant return because I installed but part does not work.

      Customer Answer

      Date: 02/09/2024

      Photo added of receipt 

    Rockauto is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.