Complaints

This profile includes complaints for BWAP-Budget Wrench a Part's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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BWAP-Budget Wrench a Part has 3 locations, listed below.

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  BWAP-Budget Wrench a Part

  4497 W Us Highway 190 Belton, TX 76513-8111

• 

  Lubbock Wrench-A-part

  4210 E Slaton Rd Lubbock, TX 79404

• 

  BWAP-Budget Wrench a Part

  PO Box 32 Holland, TX 76534

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:05/18/2025

  Type:Service or Repair 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.

  They charge customers for warranties they don't want without telling them. I work here and they told me to do the same.

  Business Response

  Date: 05/22/2025

  See attached word doc

• Initial Complaint

  Date:12/16/2022

  Type:Product 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.

  I have been a customer at this business for three years now and have had very little issues with them until recently. I have spent well over $3000 there within the past 6 months alone. First off they force customers to buy an insurance in case the items purchased need to be returned. Then they keep that money as well as any core charges if you do happen to do a return on the original part. They recently went through a management change where they are providing very little customer service. I recently bought some parts then needed to do a return they insisted that I had already returned the part and would not honor the warranty. The manager very reluctantly issued a check for what he believed I was owed but then proceeded to ban me from the place so that I can no longer go in and purchase the parts I need.

  Business Response

  Date: 12/27/2022

       First of all, we would like to apologize for the poor experience you had at our ****** Wrench-A-Part Location.We have reviewed the situation and would like to help where we can. We would like to address the following so that that there is a complete understanding of what our Company Policies are concerning part returns and core returns. The warranty provided by Wrench A Part is an optional choice by the customer, it has always been this way since we opened in 2006. The price of the warranty is decided by a percentage of the parts and is good for 40 days. If the customer chooses to purchase the warranty at the time of the part sale, we then mark the part to show that this part was purchased from our business, and when. If the customer chooses to return the part within the warranty period, they are required to provide the purchase receipt. Our website describes this warranty clearly, and there are also signs at the cashier stations which also explain the warranty. If the customer declines to purchase the warranty at the time of the part purchase, then they are buying the part AS-IS. In this case, the customer is not able to return the part. If the customer chooses not to purchase the warranty,the invoice reflects that choice. If the customer has purchased a warranty and later returns the part within the warranty period, the warranty is pro-rated upon return of the part. The sooner they return it the more warranty money they will receive back. When a part is returned, the customer will receive the following; the full purchase price of the part, the full price of the core charge (if the core has not previously been returned), the sales tax, and a pro-rated warranty.
  Core returns are good for 90 days after purchasing the part, this means the core must be returned within 90 days with the receipt from the purchase. The customer can also provide the core at the time of purchase and not be charged the core charge. If a core is returned and credited before a part is returned then the core will not be credited again when the part is returned.
  When you recently attempted to return your part, out computer showed that the part on that invoice had previously been returned and credited.  In addition,the part you brought in for a return was not marked by us. Not being marked indicates that the part you presented was not a part which was purchased from us with a warranty.  Upon further investigation, we found a core charge from one of your purchases which had not been refunded, and we offered to write you a check for the core refund. You agreed and took the check for the core refund, at that time.  
  We work hard to act in a professional and respectful manner toward all of our customers. If its your opinion that we failed to maintain this professionalism and respectfulness during your customer service encounter, we apologize for that. Our cashiers indicated that you have repeatedly displayed aggressive and disrespectful behavior when entering our business. During this encounter our employees again felt verbally abused when trying to work with you to solve your problems. Because of this, we asked you if you would please take a break from our facility as a cooling off period. This was not intended as a permanent ban from our business. Our intent was to convey to you that everyone deserves to be treated respectfully, and that it isnt acceptable to verbally abuse our employees.
  Our goal is to provide a great customer service experience to all of our customers. We want our customers to enjoy their visits to our business, and to find the parts they are looking for at great prices.  We appreciate you being a long-time customer, and we DO want you to return to our business and be a long-time into the future. In return, we do ask that you act respectfully toward our employees and abide by our company policiesas we expect all of our valued customers to do.
  Thank you, and we look forward to seeing you again soon.
  
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