Complaints

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

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  AMS Parts

  2710 S Main St Middletown, OH 45044-7413

  
• 

  AMS Parts

  PO Box 1651 Middletown, OH 45042-7950

  

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:10/09/2024

  Type:Product 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.

  Purchased a used Case 580D hydraulic cylinder for my backhoe, including shipping cost from AMS to ************ ** on August 1, 2024. Was assured all used parts were tested and operational, and I had a 30 day guarantee on the unit. Installed the cylinder and it had a bad leak, shooting hydraulic fluid out of the end seal. I took a short video of it and texted to my salesman on August 21st. He suggested I either buy a new aftermarket one he had for another $1,700 or he could send me a seal kit for the one I had. I explained the reason I bought a tested, operational one from them is because I had neither the tools nor knowhow to put a new seal into the hydraulic cylinder. I then even offered to pay the DIFFERENTIAL of the inoperable one and a new one, but they would also have to pay any additional shipping. They then went radio silent for over a month and a half despite repeated attempts to call them and leave multiple messages. I finally called the main number again today (10/9/24) and got a response from "J***". He attempted to accuse me of not notifying them within the 30 days that there was a problem with the cylinder, but backed off when I told him I had text records. He then said sending the seal kit was all he could do. He said the guarantee was only on the "steel" and that seals, etc., were not covered. I challenged that I ordered a tested, working cylinder precisely because I couldn't disassemble and reassemble that type of equipment and they sent me one that leaked as bad or worse than the one it replaced. He simply repeated sending a seal or selling us a new one with 1/2 off the shipping was all he could do so I am out over $1,100 and still don't have a working hydraulic cylinder for my backhoe until/unless I can find someone else to pay to install the seal (and hope that fixes it!). I believe they should honor the guarantee and at a minimum refund my purchase and pay any return freight.

  

  Business Response

  Date: 10/10/2024

  We truly
  hate that our customer/***** had issues with their cylinder. This part had a 30-day
  hard part only warranty. Which means we don’t cover any seals, gaskets, or
  o-rings on something such as a leak. This being a used cylinder, we cannot guarantee
  a leak won’t happen , but our supplier told us when they removed the cylinder
  that it was in good working condition with no leaks. We are always careful to inquire
  with our suppliers that there are no leaks at the time of removal in order to
  provide a better quality part to our customers.  Regardless, on September 3rd, we
  offered to either send them a seal kit at no charge, or to return the cylinder
  for a refund. We didn’t hear back from ***** for 2 weeks. When they finally did
  reply back we were outside the 30-day warranty and our supplier would not allow
  us to return the cylinder. However, I have reached out to our supplier and was
  able to convince them to allow us to return the cylinder for a full refund
  minus a $100 restock fee. With original freight, return freight, and the restock
  fee, it comes to approximately $500. It goes completely against our company
  policy and our stated warranty, but we would like to offer to split those $500
  in charges with Stacy. AMS will agree to cover all $400 of the original and the
  return freight but would ask ***** to be responsible for only the $100 restock
  fee to be deducted from their refund once the part has been returned to our
  supplier. We will setup and manage all return shipping and send ***** a bill of
  lading to have it returned. We feel this is more than fair and we hope Stacy
  would agree to these terms as a good will gesture to try and correct this
  situation.

  Customer Answer

  Date: 10/11/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:11/03/2023

  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.

  Started to Ohio to pick up planetary drive for Case *****. Was told it was *********** **. Turned around and was headed there. Then I was told it was in ******** **. So I paid for the unit plus shipping ($1779.15). Seller shipped the wrong part. I notified them on 10/31. They didn’t have the correct part. Said they would send a return label and issue a refund. It is now 11/3 and I don’t have either. I have been in constant contact with Tom, one of their sales reps. As you can see from this description, their customer service is horrible.

  

  Business Response

  Date: 11/03/2023

  First of all we feel horrible that this situation has taken the turn that it has and that it has taken so long to get the part picked up and *** ***** refunded. We have bypassed our supplier in order to get the part picked up so we can refund *** ***** as soon as soon as possible.

  Our Sales Manager Josh D******** has reached out to *** ***** today to explain the situation and how we are getting it picked up. Our Logistics Coordinator emailed ** ***** a bill of lading and scheduled a pick up of the part for Monday, November 06. Tom also called and left *** ***** a VM and text explaining how the bill of lading was mailed to him so we can get this picked up and him refunded as soon as possible. 

  Myself and our Sales Manager Josh D******** will continue to stay on top of this situation to ensure it is handled promtly and with no more delays.

  Please feel free to contact me directly with any further questions. David R******* - ###-###-####.

  I sincerely apologize again for this taking as long as it has an I appreciate you working with me to get it corrected.

  -David R******* - Operational Sales Manager