ComplaintsforSmart Parts Automotive, Inc.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a NP 261 HD transfer case for my 2003 Chevy Silverado 2500HD with a pump saver upgrade from Smart Parts Automotive on February 8, 2021 for the price of $1,605. Approximately 400+ miles later on 7/23/2021 the transfer case started making grinding noises, I have video of this. After draining the transfer case I found the fluid full of silver shavings. I have video of this. At this point I decided to remove the case. While separating the transfer case I found out it was missing a snap ring that holds the rear output shaft bearing onto the output shaft and while rebuilding the case I found out the rear case housing was for a 1500 and not my 2500 HD. This is why the snap ring was missing. I have paid $800+ just in parts to repair the transfer case that I just bought for $1,605. I am looking further into any damage that may have been done to the transmission and rear dive axle from driving with the wrong transfer case in my truck for 400+ miles.

  Business response

  08/16/2021

  Dear Sean **********

  We are sincerely disappointed to hear the product you have ordered is not working correctly. Throughout our many years of business we have thousands of satisified customers and in the rare case of a warranty we do our best to streamline a process that will efficiently diagnose a failure and allow us to take the appropriate corrective action. As stated in our warranty a customer must contact us at the time of a failure and is not to disassemble the unit. This allows us to obtain a proper diagnosis of the failure. At the time of contacting us, you had already disassembled and fixed the unit yourself. We are unfortunately unable to give monetary reimbursement for a diagnosis and repairs that have not been verified by our company. As you will find this in any industry standard and we are unaware of any companies that will allow customers to conduct their own warranty process. We are dedicated to customer satisfaction and hope there is some way we can work out a resolution that stays within the guidelines of our policies.

  Customer response

  08/18/2021

   I am rejecting this response because:
  
  “Jeff” Called me and I told him that I had lost all trust with their work because they gave me a transfer case with a rear housing for a 1500 but all the gearing was for a 2500 HD. This is why they had to leave off the snap ring that holds the rear bearing to the output shaft.The difference between the 1500 and a 2500 HD is about 3/8” at that bearing. The 1500 case is longer so in order to get the bearing to sit in the outer snap ring they have to leave off the snap ring that holds the bearing to the output shaft. The numbers on the case that they sent me was easy enough to Google search the number and I had the specs on it within seconds. That’s how I found out it was wrong to begin with. I didn’t even have to take it apart to know that. They know they sent out a bad part to begin with and now they won’t take responsibility for their mistakes. When I told Jeff that I even wrote a review about every action I had with them he didn’t care and then when I told them I made a complaint with the BBB and told him that if they couldn’t do anything then I would have to get an attorney. Jeff immediately said “Oh! You said the attorney word and we are now done taking!” Then he hung up on me. This is how they treat their customers; Charge high prices, give the customer garbage work and when they ask for a refund then fight them until a court says we have to pay them. ******** *** *********

  Business response

  08/20/2021

  We are sincerely sorry we couldn't come to a resolution. Unfortunately we are unable to reimburse customers who warranty their own products without contacting us first. Allowing customers to do so would open our company to the possibility of fradualent claims. For this reason you will find our policy to be standard throughout the automotive industry.

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