ComplaintsforParts Geek LLC

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an automobile component from Parts Geek LLC on August 25th, and the item was delivered on August 29th. Contrary to my expectations, the part I received did not match the image of the intended component that I had selected. This purchase amounted to a total of $138. In an attempt to rectify this situation, I reached out via phone to inquire about the possibility of returning the incorrect part. Additionally, I proposed that Parts Geek cover the shipping expenses, given that the error originated from their website displaying an inaccurate image. Regrettably, the manager at that time, ***** (extension #****), declined to address the matter appropriately by acknowledging the website's inaccurate image and refused to cover the associated shipping costs.The images I provided were sourced directly from their website. These images clearly depict the rear upper control arms that I intended to purchase. However, upon receiving the product, I discovered that the received items were, in fact, the front control arms.

  

  Business response

  08/30/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  On 8/26/23, **. ******** placed an order or the following parts:
  
  ******** and ******** - 2002 ***** ***** Control Arm and Ball Joint Assembly (********) for the Front Upper portion of the vehicle.
  
  However, they notified us that the parts they received were incorrect, but after it was checked by our Team, it was confirmed that **. ******** needed a part for a different portion of their vehicle and relied on the photo on the catalog.
  
  While we aim to make sure that all photos on our catalog are 100% accurate, the photos we have are provided by the manufacturer as a stock catalog photo but all the details are listed on the description which in the case of these parts, they were clearly labled as Front Upper Left, and Front Upper Right.
  
  However, in good faith with the BBB and **. ********* we issued a courtesy return label for them to send the part back to us.
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  09/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered an air conditioner kit for my 1998 ***** pick up. When I compared the parts, everything was correct except for the condenser. The "kit" came in two boxes, one with everything including a hose I ordered seperate from the kit and the condenser that was shipped in a seperate box. I called customer service and requested a return for the condenser and shipment of the correct item. I was told I had to send everything back, which doesn't make sense as everything except the condenser was the correct part. I did check with the manufacturer of the "kit" and they confirmed everything was correct except the condenser. So why send everything back at my expense for a replacement "kit" that would turn around and be shipped with the same parts excluding the condenser which would be shipped in a seperate box anyway? Maybe if I could see the parts on their web page I would have ordered the right "kit" but the image of the complete "kit" is about one inch square. So, I'm left with a condenser I can't use and I'm out about $90 for the purchase of the correct condenser from a competing vendor as I will never buy anything from Parts Geek again. These are not car people, if they were, they wouild understand how easy it would have been to just replace the condenser. I do not recommend buying anything from a company who's customer service representatives have zero automotive experience.

  

  Business response

  08/30/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/30/23, ******************** placed an order for SKU: ******* - 1998 ********* ***** A/C Compressor Kit (UAC), along with other parts namely ******* - 1998 ********* C2500 A/C Manifold Hose Assembly (UAC), and ******* - 1998 ********* ***** A/C Refrigerant Liquid Hose (GPD).
  ******************** notified us that the Condenser which is a part of the SKU: ******* - 1998 ********* ***** A/C Compressor Kit (UAC) was incorrect.
  A return request was submitted and an RMA Number has been issued for the kit to be sent back to us in order for ******************** to be issued since we are unable to break up kits to send parts, and if an incorrect part is received, we can only issue a return and refund.
  In good faith with the BBB and ********************, we also issued courtesy return labels which should have been delivered via email to the email address associated with their order and once this has been received, a refund will be issued within 3-5 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 08/08/2023 for two parts, a steering knuckle costing $87.95 before taxes and a wheel hub costing $72.95 before taxes. Order #**-******** totaling $172.17 after taxes. On 08/16/2023 I received the package but it only contained the steering knuckle, so I waited until the next day thinking maybe it was shipped in a separate box, however the part never showed up. I looked up the tracking information and both parts had the same tracking number but only one part was in the box. I informed Partsgeek and they made no effort to refund me my money for the missing part. They do not want to issue my refund because they say they are not responsible for lost or stolen packages. The part was never shipped

  

  Business response

  08/29/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/8/23, *** ********** placed an order for two items which are the following:
  SKU: ******* - 2011 ********* ********* 1500 Wheel Hub Assembly (Total Weight: 14.48 lbs)
  and SKU: ******* - 2011 ********* ********* 1500 Steering Knuckle (Total Weight: 17.7 lbs)
  Both items were shipped under *****: ************ and was delivered to the address provided by *** ********** on the order with a total weight of 32.5 lbs which corresponds to both items being shipped out correctly.
  However, they reported on 8/16/23, that SKU: ******* - 2011 ********* ********* 1500 Wheel Hub Assembly was not included on the package which we immediately notified our warehouse which conducted an investigation along with ***** which shows that all items were accounted for and a Proof of Delivery showing the weight was provided to *** **********, but they refused the information we provided.
  In good faith with the BBB and *** **********, we have gone ahead and issued a courtesy refund for the Wheel Hubs that *** ********** claims to have been missing on the package and should have already reflected their payment method used to purchase the part.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/29/2023

  This is the box that was shipped to me, there's no way that box weighed 32 pounds when it was delivered to my house. At the top left there appears to be a hole that was taped up but that hole doesn't look big enough for the entire wheel hub to fall out. I personally don't believe it was ever packaged with the other part. They refunded me my money but they call it a courtesy refund, as if I have nothing better to do than waste my time with all this. I only want my truck repaired and these guys wasted my time. I will never order anything from this company again. I've ordered many parts online and this is the worst experience I've ever had. There's no telling how many people this company has ripped off 

  Customer response

  08/29/2023

  the box

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 3, 2023 I purchased two control arms for a ********** ****** ********** Model, which uses forged aluminum control arms that are an upgrade for the Evolution Model as compared to the basic Lancer, which uses black steel material. Order numbers: *********** and ***********. I received the products on Auguest 4th and immediately noticed that the product was the lesser grade and not for the ********* ********** model. I contacted the company and explained that they had set me a different product and that the products they set me were relabled from the original label and manufactured. I followed the directions to resent the products and request a full refund for each control arm, $212.56 and 212.30 for a total refund of $424.86. I sent the products back. Unfortunately, Parts Geek, LLC gave me only $200.79 stated that I ordered the wrong parts, which is completely untrue. I ordered parts specific for a ********** ****** *********. I received relabled parts from a different manufacture and not for my vehicle. I am requesting a full refund, given that they sent me wrong, relabeled, parts, that do not match the ********** ****** **********, as described on their website. They also do not reflect the picture, of the forged aluminum control arms that the Evolution uses.

  Customer response

  08/21/2023

  Parts Geek, LLC has informed me that they will be providing me with a complete full refund. I am satisfied with this outcome. Thank you, **************;

  

  Business response

  08/21/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 8/2 and 8/3 of 2023, ******************** placed an order for SKU: *********** and *********** - 2008 ********** ****** Control Arm and Ball Joint Assemblies and reported on 8/6/23, that they received a non-aluminum part which was different from what they ordered.
  Per the photos that was provided by **. ********************* we confirmed that the part they ordred and what they received was correct, but ******************** mentioned that they received a "lesser valued" part that's not aluminum.
  Our team inspected our catalog and listing and it was not mentioned that they part they are ordering is made of Aluminum and is only listed as a Premium Replacement Part.
  However, in good faith with the BBB and ********************* or team issued a one-time courtesy return labels for each of the order and they were already refunded in full for both orders as of 8/19/23 which should already reflected or will reflect their payument method within 2-4 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered parts from Parts Geek LLC. One of the parts was no longer needed and i returned it. Geek parts said they never received the item. I had misplaced my receipt from the post office and i couldn't provide a tracking number. When I did find my receipt I reached out to them. While corresponding back and forth with them my time ran out to make a claim with the post office. According to the Archive USPS tracking Plus Statement the equipment was delivered to **************************** El Paso, TX *******. Either some one is not telling the truth or some one working for the company took the item and I would like my money back. It costed$106.75 to send it back and I paid $302.75 for the part. I am out of $409.50 and I would like a $302.75 refund

  

  Business response

  08/21/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 6/6/22, **************** placed an order for **** ******** - 2012 ****** ****** Shock Strut Coil Spring Sway Bar Link Kit since they no longer need the part in which a return request was submitted and an RMA Number was issued immediately on 6/14/22.
  Our warehouse then sent a follow-up on 7/15/22, since they confirmed they still have yet to receive the part that **************** returned to us which is why our team reached out on multiple instances requesting for the return tracking number they were issued by the carrier so we can make sure it was properly addressed to our return location in El Paso, TX, however, we did not receive any response which is why the ticket was closed on 7/28/23 while we wait for **************** to respond with the information we needed.
  A year later, **************** reached out again on 7/27/23 providing us with the receipt and the tracking number which was already untrackable since it was already a year when it was sent.
  The warehouse also confirmed this was not received which is why it was denied.
  In light of the situation and in good faith with **************** and the BBB, we have decided to issue a one-time courtesy refund for the price of the **** ******** - 2012 ****** ****** Shock Strut Coil Spring Sway Bar Link Kit and this will be refunded as a form of check to ******************** Billing Address as ****** does not accept refund transactions outside 90-days from the date the transaction happened.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 25, 2023, I ordered on-line, a license plate bracket, Order #*********** from Parts Geek of Doyletown, PA. I was charged $31.73 for the part and shipping. It arrived on July 28 via *****. I opened the envelope and the wrapper covering the part was ripped open and the part had damage on the right upper corner. Evidently a damaged returned part. I contacted the Customer Service department, waited in hold for about an hour, and then, at their recorded message, placed a message to call me back. Over 3 hours later "*****" from CS called. He stated they do not ship damaged parts. My reply, I'm holding the item and it is smashed on the corner, and the wrapper is ripped open. He said to use their website to request a Return Materials Authorization, since he can not issue such. I have to request it in the webpage. The webpage as of today (8/14) still shows a non-delivered status and will not "cancel", send an "RMA", or accept a cancellation request. I've tried many times to use this part of their website, but its is stalled on the issue. "*****" cannot over-ride the system. So back to the customer service phone line, nobody knows a *****, and we go around the bush again. This is not a reliable supplier. their customer service is useless, the website system is the worst system that seems to take only orders and screw the customer. I contacted my credit card company, and my account has been charged $31.73 on the day of my placing an order, It seems taking in money works for them, but not resolving problems. I need your assistance with this issue. Its the first time I'm using BBB. But when a supplier has such a bad attitude, I have no other recourse. Thank you for reading my complaint, and I hope this gets resolved before I need any legal action.

  

  Business response

  08/21/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/25/23, **. ********** placed an order for SKU: ********* - 2013 ****** ***** License Plate Bracket, however, they reported that the part was damaged when it was received.
  As mentioned by one of our associates, Parts Geek does not ship damaged parts, and this may have been caused to poor handling by the carrier that handled the delivery.
  Due to some technical issues, the delivery status has not reflected yet on our system which usually takes a couple of hours to sometimes within 24-hours for a return to be set up online, due to this, a return was not immediately created for the order.
  In good faith with the BBB and **. *********** we issued a full refund of the order and we'd like to assure him and our customers that we take the reports of these issues seriously and we work hand in hand with our customers to fix issues they have with their order to uphold customer satisfaction.
  **. ********** will see the reflected refund back to their account within 2-4 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer response

  08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/24/23, I ordered a steering rack from Partsgeek, and they processed a payment for $1,620.69. A ***** tracking number ************ was provided on 7/25/23. While the item was slated to be delivered in 3-5 days, I waited roughly two weeks to request and update on my transaction. While ***** shows a status of "Label Created", I was informed on 8/4/23 that PartsGeek would be starting a tracer investigation with ***** which could take up to 14 additional days. ***** informed me on 8/8/23 that they were never in possession of the package and that no tracer investigation was started, After informing PartGeek, they still indicated they were "investigating" and would not agree to a refund. Furthermore, and provided to BBB, their support agent, although not agreeing to a refund, explained "I'll be honest with you, if you would have asked me I would have never provided you the part" and that "that brand has posed a lot of problems with a lot of our customers so we never try to provide it". Based on the information above and the actions thus far, the only reasonable outcome is a full and immediate refund. The funds were sent and processed directly by PartsGeek through ****** and they should have adequate resources to return money on an unreceived item without undue delay. It would be difficult for me to purchase from this vendor again.

  

  Business response

  08/16/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/24/23, placed an order for SKU: *** - 2009 ******* ****** Steering Rack (******* Axle) and our warehouse shipped this via ****** ************, but due to a ***** issue, the part was not scanned and was not delivered.
  When this was reported to us by ************************, we immediately notified the warehouse and they filed a claim with ***** which started conducting the investigation, during the investigation, it was confirmed that this was lost and a refund was issued on 8/8/23, but due to a Chargeback that ************************ opened with their financial institution, the refund was placed on hold by their financial institution in which Parts Geek won, and the refund has been released and should have reflect **************************** payment method that they used to place this order.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered an AC compressor and condenser kit on July 11, 2023 with a delivery date of July 13. Part of the order shipped and was received. I reported the other portion as not received online through parts geek and was told multiple times to allow time for delivery and then reached out to them through phone call multiple times where I was told the warehouse would look into it and get back to me within 48 hours. I have yet to receive any response from the warehouse and its been yet another week without the parts I paid for. No one here seems to be able to offer a solution. Im out $333.66!

  

  Business response

  08/16/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/11/23, **************** placed an order for SKU: ******** - 2000 ***** *** **** A/C Compressor and Condenser Kit, but received a partial kit with only the A/C Condenser and the rest of the parts were missing.
  Per the warehouse, everything was shipped out, and since the weight matches and our warehouse confirmed this was shipped with everything on it, we had to file a claim with the carrier for the missing pieces which may have been lost during transit.
  Unfortunately, **************** opened a chargeback with their financial institution which prevents us from issuing a refund for the order, and at this point, we would have to wait for the resolution of their financial institution in order for us to proceed.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a radiator from parts geek 5 days ago. I got a condenser yesterday. I have been on hold with customer service all day. They said that they would call back and never did. I have disputed the transaction with my bank. I recently looked at the reviews and they are all 1 star. Someone has to hold these people accountable for their mistakes. I hope you all can help. Thanks in advance.

  

  Business response

  08/04/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/30/23, **/****************** placed an order for SKU: ******* - 1989 **** **** ********* Radiator under Parts Geek Order Number: **-********.
  We received a ticket that was opened by **/****************** on 8/3/23 reporting that they received an incorrect part in which our Customer Service Team immediately took note of and requested for photos showing the incorrect part received so we can confirm them and assist them in resolving the issue, however, as of 8/4/23, we still have not received a response from **/****************** regarding our request for photos.
  If **/****************** can provide us a photo showing the part itself that was received in the package, this will help us get this issue addressed and resolved.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a gas tank( $450) on line the Parts Geek sent wrong tank , an it was damaged. Called an texted, sent pictures of wrong part and part # of wrong part, also told them on the phone it was damage. They sent me return information with the correct part number listed( it states that if the part numbers don’t match there will be no refund. The head line says Inaccurate web description no they sent the wrong part and are trying to miss lead my return. It also states that if the parts are not resalable there will be no refund. They were told it was damaged. I am expected to pay the return shipping and will not return the item until they take responsibility for sending the wrong part, state they know it is damaged and list the correct( wrong part # I’m returning). I’m not going to spend more money in shipping to have my return denied.As you already know I hope, these people at underhanded please help me to resolve this!

  

  Business response

  08/08/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 7/26/23, ************** placed an order for SKU: ************* - 1965  ******** 230SL Fuel Tank, however, on 7/30 they notified us that the part they received was incorrect.
  After further confirmation with our warehouse and from ************** who provided us the information we need to validate the issue, it was determined that this was a possible catalog issue which is why it's stated as Inaccurate Website Description.
  An RMA number was issued on 8/7/23 along with a return label in which ************** can use to send the part back.
  As all online companies do, once a return is made and received, it will undergo inspection and processing to ensure it's not damaged or used in anyway which will render the part not resalable which is why they were also informed about it.
  A refund will be issued within 3-5 business days upon delivery, inspection, and processing of the part, but this maybe further delayed due to the chargeback filed by the customer with their financial institution which will require us to wait for their resolution before any refunds are processed.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

*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. ↩