ComplaintsforLKQ Corp

Used and Rebuilt Auto Parts

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Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Faulty transmission - covered under warranty I took my ****** Pathfinder (11/01/23) to ********************************** Svc. (*****************************************************) to have transmission replaced. After paying $9000 and having it for more than a month, I got it back...it started backed acting up, turns ******************* said that the transmission they received from LKQ was bad. The got a replacement and I then had to pay another ~$3400...only for it still not be right. I took it another place (************************ ****************************************************************) at the request of LKQ customer **********************. Turns out ******* says that the second (replacement) transmission is a bust as well. Fast forward to this month, after countless phone calls from myself AND ******* an adjuster was sent out. Myself nor ******* have heard anything, and it has been a month already. I am paying for a car that has been sitting for quite some time at this point. I just want to have my car fixed or my money given back to me.I've never had an issue with my vehicle and this is just disheartening that no-one has provided any updates to myself or ******* after leaving messages after messages.
Business response
04/11/2024
Good day,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from - whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
******************************************************
Business response
04/16/2024
Good day,
The attached document is an invoice from the shop that did the work. I need the work order on invoice we supplied to the purchaser. I need to reach out to the facility that supplied the part, investigate the complaint and work on a resolution. We sell parts from more than 100 different locations. Please reply with the LKQ invoice/worker order number. The location that supplied the part. Names of LKQ employees that tied to this order would also be helpful.
Please reply with as much of the above as possible.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I called LKQ at the end of February to order a transfer case, front drive shaft, rear driveshaft for my truck and also purchased a motor for another car. When I spoke with ** he told me the driveshafts would come in an assembled piece together. Parts arrive a few days later, I only have a rear drive shaft and transfer case. No front driveshaft came. I called, he said he would have to send someone to come pick up the rear drive shaft and send the 2 together in a few days because I even mentioned to him Ill keep this rear, you just send a front one. He says he cant because it comes assembled together. week goes by, I receive another rear driveshaft. I call again and they are being rude now saying thats not what they told me and Im going to need to purchase another front driveshaft. They record these phone calls, I told them I want the recording pulled I want to hear it but they wont let me. They act like they listened but theyre not going to admit to their mistake. If you pull the recording from the first 3-4 phone calls, I explained several times the part that I needed and he acted like he understood. Now *** told them to just give my money back and cancel the order and the manager, *******************, was a smartellic about it and said Ill make sure you get your money fast and then laughed about it because he was being sarcastic so now theyre going to try to hold my money as long as they can. I dont have any parts and Im still waiting for $4,043! Thats a lot of money to have tied up for weeks over someone elses mistake!
Business response
04/11/2024
Good day,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from - whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/28/2023 our automotive repair shop purchased a remanufactured engine in the amount of $3750. We received it on 5/9/2023. On 5/23/2023 we installed it and the vehicle had ******* miles. ** ******* miles the engine began overheating. She took her vehicle to the closest repair shop. They diagnosed it as a blown head gasket or a cracked cylinder head. The customer trailered it back to our repair facility. We found antifreeze was pushing into the coolant, confirming the other repair facilities diagnosis. We were unable to do the warranty repair immediately due to an injury of a technician. We were able to do the warranty repair and LKQ sent a replacement engine. We finished installing the second engine on 2/29/2024. We started the vehicle and it ran horrible. We found codes for bank 2 *** malfunction, cylinder 2, 4, 6 misfire. We replaced the *** solenoid and no change. We did the procedures LKQ wanted us to do. We never got confirmation if we're going to have to replace the replacement engine or not because they stated they could not send a third engine until they received the second one back. The freight company picked up the first engine on 3/4/2023 and tracking shows the engine was delivered on 3/11/2023. I still have not had anyone call us back to let us know the status of the first engine and what is going to happen to the second engine. LKQ stated they will not be reimbursing my customer the amount it cost to trailer her car back, the fuel, or the money spent on hotel. Nor will they cover car rentals. I understand it's not part of their warranty. But when you get to defective engines right out of the factory there should be exceptions. We charge $140 an hour, however, LKQ is only going to pay us $95 an hour. Again, I understand that is not part of the warranty, but two defective engines in a row should be compensated better. How can we have confidence in installing a third engine? Especially at $95 an hour. We are losing money and so is our customer!
Business response
04/03/2024
Good day,

We're sorry you've had such a frustrating experience. I have forwarded this complaint to the facility that sold and supplied these parts for comment. I will reply after this brief investigation

Respectfully,
Customer Relations | **********************
******************************************************
-----------
Customer response
04/04/2024

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.
The facility I have bought the product from has made things right.

Sincerely,

*************************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid 1700 for an engine on my car and the engine given to me was out of timing which is not what the purchase agreement stated and the engine ended up causing more damage to my car and more labor for the mechanic. They then replaced the engine and the second engine again was out of timing. Per the purchase agreement, these engines were suppose to be in time and ready to put into my car. The labor my mechanic put into the first engine is 1600 dollars. I believe LKQ is responsible for that because they are not quality checking their products before selling them. They admitted that with the below document and have paid for the second engine to be put in time but not the labor to put in or remove the first engine.
Business response
04/03/2024
Good day,

We're sorry you've had such a frustrating experience. I have passed this information to the facility that provided this part. I will reply after a brief investigation.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a rebuilt transmission with ****** miles on it for a ****** Sentra 2014 from this location for $3210.95, but upon picking it up I noticed that it was leaking. I let the person/employee know that it was leaking, but the employee told me that the bolts on the transmission didn't have warranty. I took it home thinking it wouldn't leak more but then when I got home it leaked all over my driveway. I called to inquire if I could return the transmission and if I could get a refund and they said as long as it was before the 30 days that I could. I took it that same week when I bought it and spoke to them (way before the 30 days) and they took the transmission without a problem but I noticed that in the receipt they only refunded the core which was $100, so I asked the guy in the front desk what about my refund for my transmission ($3210.95). He told me if I paid with a card that it would go back to my card (this was on Friday March 8, 2024). I waited a couple days for the refund but yesterday March 12, 2024 I spoke to the company and they claim that what I turned in was the core and not the transmission. I never removed my old transmission and decided to donate my car once I returned the transmission so I don't understand how they think I still have the transmission or how they don't recognize their own transmission they sold me. I have called them multiple times trying to prove that what I turned in was the transmission, but they are claiming what they have is only the core but once again I never removed my old transmission which I have informed them of.
Business response
04/03/2024
Good day,

We're sorry you've had such a frustrating experience. I have reviewed this complaint and found that a complete refund was invoiced on 3-15-24.

Respectfully,
Customer Relations | **********************
******************************************************
Customer response
04/04/2024

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
03/10/2024
Complaint Type:
Product Issues
Status:
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.
- Date of transaction: 06MAR2023 - Transaction amount: $4,344.99 - The business committed to provide to me a: 2.7 Liter 2TR FE Model ATK Remanufactured Crate Engine - The nature of the dispute is that I bought one ATK engine from Jegs Auto Parts website about a year ago, however that one engine had to be warrantied through LKQ a month after installation due to manufacturer errors. The second engine they sent was warrantied immediately after I received it due to freight damage. The third engine they sent to an entirely different state, so to remedy their mistake they just sent me a fourth engine which I also found to be freight damaged. Its been a year, Im $4,344.99 in the hole and I still dont have a functional engine to put in the only vehicle I own. Ive been having to borrow vehicles while Jegs holds on to my money and LKQ continuously fails to control the quality of the product that I paid for. My biggest frustration is the fact that my time is being taken granted for, to which I cant even begin to place monetary value on. I would like Jegs, or LKQ, or ATK (whichever entity of this confusing transaction) to deliver me an engine so that I can move on with my life with a vehicle to rely on, and I would also like a generous discount for my time and money being wasted trying to compensate for these corporations inconsiderate shortcomings. - Original Invoice # from Jegs: ************ - Warranty Claim # from LKQ: WC186344
Business response
04/03/2024
Good day,

We're sorry you've had such a frustrating experience. I have forwarded this complaint to our reman facility for comment. I will respond as soon as this is investigated.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We bought a motor for my car. That is not running right and they will not get back with us. My car is been setting for 2 weeks at cecils. And sons discount tires and *******. ********, they will not give ** the right email or having so much trouble with them. And I'm without a car. I work from my car 2 weeks in low response. Our next will have to be an attorney
Business response
03/19/2024
Good day,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from - whether LKQ Online or a physical location? A copy of the invoice or the invoice number. would also help to expedite the process.
Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
02/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased a 2013 Jetta transmission from LKQ in August 2023 with a 6-month warranty and labor. However, after installing the transmission and sending the car to the dealer for reprogramming, couple days later the transmission started slipping and making noise. Despite multiple attempts to open a case for a replacement, communication was poor, and misunderstandings regarding the necessary documents led to the case being closed without explanation and in the end led to the sales person (***********************) to hung up the phone on our face and don't want to open the case again. After escalating the issue to a manager named (*********************), initial helpfulness was followed by a lack of response to emails and calls, leaving us unsure of the case's status and feeling stuck with a broken transmission and an unusable car. We are frustrated by the lack of guidance and support from LKQ's customer **********************, especially given the extra money paid for a warranty.
Business response
03/12/2024
Good day,

We're sorry you've had such a frustrating experience. I have reviewed your complaint as well as the multiple claims that were opened in an attempt to resolve the issue. I found that **************** did intercede on your account and signed off on a full refund of the part purchased once the part has been picked up. I consider this issue closed.

Respectfully,
Customer Relations | **********************
******************************************************
Customer response
03/18/2024

Complaint: 21353992

I am rejecting this response because: I haven't heard from them yet about when they will pick up the transmission or when I will receive my refund. I have only received a call stating that we have accepted your case and would return your money since last week.

Sincerely,

*******************
Business response
04/03/2024
Good day,

We're sorry you've had such a frustrating experience. I have reached out to the facility and individuals involved for comment. Further information to follow.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
02/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an alternator for my 2016 ***** Odyssey on February 8. On February 13 I received a call stating that the first alternator did not pass quality control and they had found another one which I should receive by Friday February 17. When I hadnt received any tracking information I called back and learned that second alternator also did not pass quality control but that they had found a third alternator. I explained the urgency in getting the alternator because I am paying for a rental until my van is repaired which was going to get repaired on Saturday February 18. On Thursday I received a call stating that the third alternator had been shipped and that the alternator was being delivered by *** on Friday February 17 as was the case with the two previous alternators. After again not receiving any tracking update I called LKQ to inquire about the tracking numbers because I needed to drop the alternator off which the mechanic who has been expecting the part all week. It was during this call that I learned that the third alternator in fact was not shipped on Thursday like I was assured and in fact, the third alternator had not even passed quality control testing yet (so it might not even work). During that conversation I was told that I would receive that alternator by Tuesday February 21 which is completely unacceptable. I paid for a part that was advertised only to learn that they didnt even part pulled from the salvaged vehicle it was in. Now I have to not only extend my rental but Im now on the hook for storage fees because my van has been just sitting in the mechanics shop waiting for a part that as of the 17, seems to not exist. I asked to speak with a supervisor several times and each time I was told that I would get a return call within 48 hours-no one ever called. LKQs bad business practices has cost me money outside of what I paid for the alternator and they have offered not remedy. This is so wrong on so many levels.
Business response
02/28/2024
Good day,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from - whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
******************************************************
Customer response
02/29/2024

Complaint: 21306942

I am rejecting this response because:
I purchased the alternator online. **** called and left me a message stating that the first alternator did not pass the quality test but they had another one for me. When I called back to confirm, I dont know who I spoke with but I was assured that I would have the alternator by Friday. I called again on Friday after not receiving a confirmation number for the second alternator and was told that also failed the quality test but they had found a third alternator and I would definitely be receiving that one by Tuesday because Monday was a federal holiday. On that Tuesday I called back and was told that my order had been cancelled. I request twice to speak with a supervisor and both times I was told that one would call me back within 48 hours- as of today, I have still not received a return call. These actions by LKQ caused me to spend so much money that I dont have, from storage fees for my van to having to rent a vehicle and one one there seems to care.
Sincerely,

*****************************
Business response
03/06/2024
Good day,

We're sorry you've had such a frustrating experience. We have reviewed your complaint and found that we acted in accordance with company policies. Our salvage parts are put through an inspection process pre delivery. The parts selected did not pass inspection. We have refunded your purchase. There is nothing else we can do to assist.

Respectfully,
Customer Relations | **********************
******************************************************
Initial Complaint
02/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is for the LKQ (OEM Recycled parts) located at ************************************************************. I paid for a master cylinder on the 7 Feb, I was told it was local and that it would be in the next day. The next day I showed up and apparently they had cancelled the order but did not bother to let me know. I spoke to a **** who said they would re-order my part. On 9 Feb they call me and told me the part was in. When I went to pick it up, they had some other part that did not look close to what I had paid for. I had provided all the details and OEM part numbers from the begining. I asked to speak to a manager and come to find out **** was the manager. I told her and showed her all the information again. She told me there was nothing she could do, all she can do is keep re-ordering the part. I tried to tell her that maybe there is an issue with their system/process and she got really defensive and all she could do is tell me that she could give my money back or re-order it. I told her I really need the part but I don't want it to be wrong again. She kept insisting that there was nothing she could do but order it. To me that's disrespect and lack of care for customer **********************, she was making sould like I should just deal with and let them keep messing my order up and waisting my time. I am the one making all the trips to their store for a paid service and they keep s******* up, not to mention all time time I keep waisting and in return tell my customer they have to wait as well.I feel someone needs to step in and fix issues like this. I have attached copies of paperwork and images of their mistakes.
Business response
02/20/2024
Good day,

We're sorry you've had such a frustrating experience. I have passed the information provided to the management team at that facility. A member of that team may wish to reach out to you.

Respectfully,
Customer Relations | **********************
******************************************************

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