ComplaintsforParts Engine Canada

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Using the "Search by Vehicle" tool on partsengine.ca I ordered a Wheel & Tire package in October giving myself ample time to receive and install before the incoming winter weather here in the greater Toronto area. I was directed to a 17" rim and ******* winter tire which I ordered and a week later I received them but to my surprise they were not mounted which the website *********** alludes to. I called and they confirmed that I "did not select the mount option" which was completely incorrect *** ********** *** * *** ** ***  fast forward to an appointment with my ********** service department who took the tires and rims, mounted and balanced them and attempted to put them on my vehicle and realized that the 17" rim does not fit my vehicle. They were gracious enough to charge me 1/2 the cost of tire mounting and balancing since they did not complete the install and i was out of pocket 100$. I have since reached out to partsengine more than 10 times and tried to process a return. Partsengine has said that because i do not have the original boxes for the rims and because the tires are now mounted on rims I am unable to return them. I have reached out by phone over a dozen times with no response or acknowledgement and been forwarded to hired call centres that represent them who do not deal with returns. Not once did they offer a replacement of the correct size and now, nearly 1 month later, freezing rain has started in ontario and I have no winter tires installed on my vehicle. i would like this issue rectified and a refund issued. I have even offered to drop off the tires and rims directly since i have since recycled the boxes.

  Business response

  11/11/2023

  Hi,

   

  We see that a return has been authorized for a full refund for the product and our returns department has been in contact with you via email. Thank you.

• Initial Complaint

  14/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Nov 18, 2022 $838.06 we have had several issues with this hot tub.First when it was delivered looked used and box was tore up. We put it together and right away we noticed the heater was not working properly. Parts engine contacted the manufacture, and sent us a new heater at which we had to have it paid to be installed. During the winter it was put away , we put it up in the spring and at this time it showed that it was leaking in several spots. We contacted yet again parts engine and no one will call me and emails are taking 10 days or more to return. This tub definitely has been used and we would like to return but have been told we have to go through this long process where they contact the manufacturer. I tried again today to contact somebody. There is no answer at the store and online you cannot get a hold of anyone either.. we would like **** to return this hot tub and be refunded. I even volunteered to bring it to their store, but they said no we have to go through the return process.

• Initial Complaint

  30/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a product that was supposed to be in stock, supposed to be free shipping. After contacting the company multiple times I finally get a reply 10 days later that the item that was supposed to be in stock is not actually in stock and requires extra shipping charges. So my option is to proceed or cancel. I cancelled the order and have yet to receive my refund. Tried contacting the company multiple times to no avail. They have $2100 belong to me and I want it back. After this happened to me I went and read reviews on the company and it doesn’t look like I’m going to ever see my refund, there are ALOT of people who never did receive their refund.

  Business response

  03/06/2023

  Thank you for your reply, as per your invoice (******** ** **** ******** *** **** *********) it does indicate that the product you have order is a "SPECIAL ORDER" and does not mention "IN STOCK" as you have indicated in your response(please reference the invoice emailed to you when the order was placed, as you would have received 2 emails from us when you originally placed the order, one of a payment confirmation email and a second email with the order details as a invoice]).

  Also as you are in "Labrador", as per our shipping policy which is conveniently available on our website(https:*********************, ** **** **** ******** ** **** ******** *** **** *********).

  It does state "we offer free ground shipping within Canada. Some restrictions do apply: Shipments to Northwest Territories, Yukon, Nunavut, certain areas in Labrador and any rural area with very limited access to our couriers might require extra shipping charges."

  Please see the link " https***************************************************  " directly to the shipping policy for you as well for your reference.

  As per your request in our email communications, the order has been cancelled and refunded, thank you for your patience and understanding and we apologize for the inconvenience incurred.

  Customer response

  04/06/2023

  
  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

  26/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased these steps back on 9/24/2020. They are powder coated and carry a 3 year warranty against rust which I confirmed with PartsEngine as well as with the manufacturer (******), They started rusting so I reached out to PartsEngine and requested warranty. They requested I send them picture examples as well as my receipt which I supplied to them on April 4/2023. Since then they have not replied back to my emails. They will not answer any emails that I send requesting updates on this warranty claim. I would like these steps replaced under warranty immediately.

  Business response

  03/06/2023

  Hi,

  We see that a prepaid label has been emailed to you at ***********@*******.com, as well a MRA label for you to print out to return the warranty product a year ago (Wed, 6 Apr 2022 at 1:19 PM)[****** **** ***** ******** ** **** ********]. Please check your junk/spam folders if you have not received the email with the prepaid labels, all the return instructions has been included for you in the email as well. 

  We see that the email was forwarded to you again 9 days ago (Thu, 25 May 2023 at 11:46 AM)[******* ****** ******** ** **** *** **** *********], kindly please respond directly to the email ticket as creating new email chains will delay response times, thank you for your patience and understanding. 
  
  RETURN OF SIDE STEPS:
  
  You can always return the product using any other box or you can tie/tape the DRIVER+PASSENGER side steps together very securely and safely to make it is easy/safe for the courier drivers to handle the steps when picking them up and delivering them. 
  
  Please note that both side-steps and the brackets will have to be returned to honor the warranty, thank you for your patience and understanding.  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased atv rims on Jan 28 2023 for $546. Before ordering i insured They were in stock on their site . After i purchased rims 3 days later I get a email saying they are special order ( never said that before purchasing on website) and it’s going to take 6 weeks instead of 2 weeks for delivery. 7 weeks goes by then I decide to Contact Parts Engine. The agent said it will be delivered in a week. 6 week delay on top of the 2 week I was told in original purchase ( 8 week total) So the 4 rim products arrives, and 3 are the right bolt pattern. 1 is wrong . So I open a claim to get the proper rim sent . I sent multiple emails/ live chat conversations giving them all the info They needed to “ confirm “ its the wrong rim sent . I sent 15 -20 Pictures of incorrect rim as well as Measured the bolt holes to show it’s the wrong bolt pattern etc. Well That took 2 weeks or so, waiting days for their response before I actually got to send the rim back. I was told 2 weeks and ill have the replacement proper rim. well it’s been 5 weeks now It’s been So frustrating ! I just get told Is should be here next week . I’ve heard that 3 weeks in a row . Well I’m at week 15 from purchase date and still don’t have the proper rim. I’m still waiting . I mentioned to Agent I would like compensation for delays/ my time wasted they offered me $32 . That’s embarrassing to offer that for the delay and my time.

  Business response

  24/05/2023

  Hi,

  We have received confirmation from the supplier/manufacturer that the correct wheel is arriving tomorrow to their Canadian shipping warehouse. We have requested as soon as it arrives to expedite the process to get it sent out to you ASAP due to this being an error with the correct box with the incorrect wheel inside from their production facility. 

  As soon as we are provided tracking on the wheel, it will be forwarded to you via email.

  Thank you for your patience and understanding. 

  Customer response

  24/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: 
  

  You guaranteed me last week you would have my proper rim . Now your saying tomorrow.  You are full of false information. This has been going of for months now ! So I guess I just keep waiting . I would like aleast $100 -$ 200 to be reimbursed to me  for wasting my time , Keep delaying and giving false information on top actually giving me the actually proper rim. Just giving me the proper rim isn’t enough from your business I want cash dollar as I never plan to use your business again . 

  I  just  want to remind you the expected 4-6weeks has now been 4 months since order. That is beyond unacceptable and poor business sense. 

  
  Sincerely,
  
  ***** ******

  Business response

  03/06/2023

  Hi,

  We see that our customer service reps has sent you the following email:
  "
  We had tried reaching you at **********, and have left a voicemail. The warehouse confirmed your replacement wheel arrived into our warehouse on Friday. They have prepped the wheel to ship and it will be going out with ***** under tracking number ***************. The tracking will show movement once it is picked up by the courier.
  
  
  https://***********************************************************************************

  "

  We see that the wheel has been delivered, based on the tracking details(***** ******** ** **** ********). We are pushing ******(the manufacturer) to see what they can do to the inconvenience incurred as this mispackage of the incorrect wheel bolt pattern in the correct box was directly from them as we do not package these products or store them in our warehouse facilities as it shipped directly from their warehouse to the end user.

  We do apologize for this inconvenience incurred and still are working with them to ensure this does not happen to anyone again, be it a repeat customer or a new customer going forward as these are very rare occurrence's that unfortunately out of our hands due to the manufacturer packaging issues from production.

  Thank you for your patience and understanding. 

• Initial Complaint

  19/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I ordered a **** ******* *********** Metal Retractable ******* Cover from partsengine.ca on 9/4/2022. My total purchase came out to CAD$2070.82. This was during a promotional deal so I saved $200 on my purchase. Shortly after my purchase they reached out telling me that my item was a special order and I’d have to wait long than expected or I could take a full refund or an alternate product that they offered. They have since done this every 6 weeks or so since the date of purchase. On 13/4/2023 I finally had enough I checked the website for my specific make and model and there stock says they have a cover in stock, so i called there order desk and asked for an update and to speak the manager. I also expressed that their website shows my item in stock. The lady on the phone said she couldn’t transfer me to anyone and someone would reach out to me. On 17/4/2023 I received and email telling me the supplier/ warehouse had an inventory issue and there was indeed no stock. They proceeded to tell me that the item was not available at any of the other suppliers/ warehouses and that it will likely not be restocked. Yet they still have the item on there website so do others including the manufacturer. Since I purchased this cover the item I ordered has gone up to CAD$2,968.51 before tax. ** ** ** ****** ****** **** *** ******** ** **** ****** * ****** ** ** ******** ******* ** **** * ******** I don’t want any other items. I ordered this specific cover because it was a great price and best suited my needs. Now I’ve lost the discount and prices have gone up almost $1000 and I’ve been out $2000 for 8 months. I just want the product that I ordered. I have a copy of the email thread, the receipt, and a screen shot from the 13th showing the item in stock. If these are needed I will happily send them. I’m hoping to have this issue resolved properly.

  Business response

  02/05/2023

  Hi,

  We have reviewed this case and it looks like all the updates provided are what we have received from the supplier as we rely on the information they provide to us as an online retailer. It also looks like they cancelled the order on us as well as the ETA they provided was no longer valid and changed to a no ETA which is not something we control when it comes to them cancelling requests. Without an actual lead time, we do strongly suggest refunding the order, as stated in the communication between our service rep and you that we do not want to hold onto funds if we cannot fulfil the order if this product cannot be supplied by them with any factual arrival time.

  Which you have asked us to keep you on the order, which we have respectively kept, as per your request; even when we advised otherwise.

  Regarding the inventory error, this is still being investigated, as this is again information provided to us and other online retailers/business they may provide service too. We understand the need to be as accurate as possible, which we have reiterated to them and hopefully should be fixed soon. 

  As suppliers/distributors do not exclusively only service one retailer, but multiple companies, as well as dealerships and other business such as ourselves. Unfortunately, this is the nature of their business, we thank you for your patience and understanding.

• Initial Complaint

  18/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a set of four tires that were labeled as in stock and free shipping. I then got an email from the company stating that shipping was in fact not free and was $170. **** ** ***** *********** *** this also put the price of the tires higher than competitors. Had I known it was not actually free shipping I never would have ordered from them ** **** **** **** *** ******** ** *** **** ******** ** **** ** ** ***** **** ** **** **** * ***** *********** *** ** ****** ** ****** *** ******** ********** *** * ******* **** **** ******* ** ****** ********* I declined to have them shipped and they stated a refund would come in 8 to 10 business days and that I would receive a confirmation email for the refund. This was on December 22nd. No email confirmation had been sent and no refund has been sent back to my card. I have emailed multiple times to multiple different emails with no response. **** ******* ********* ** ******* ** ******* *** *** **** ** **** ********** *********

  Business response

  20/01/2023

  Hi,

  We see that the order has been refunded in full, we do apologize for the inconvenience and thank you for your patience and understanding. 

  Customer response

  24/01/2023

  
  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 only in the fact that I had to call them to finally get a refund processed. Numerous emails went unanswered. **** ******* ** * ***** ** *** ******* *** ********* ** ******* ** ** ** ******** ********** ******** *** ****** **** ***** *********** *** ***** ***** ********* **** ** ****** * ***** ** ** ********** *** ******** *** ********** ** ** ********   
  Sincerely,
  
  ******* ****

• Initial Complaint

  13/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a muffler on 12/19/2022 from PartsEngine Canada (order number ******). $117.16 was charged to my credit card. On 12/28/2022, I received an email saying that the item had been discontinued and that they would issue a refund. I have called twice and sent two emails inquiring about the status of my refund and have heard nothing back from them. As of today’s date 01/11/2023 I have not received a reply or my refund. ****** **** **** ** *** ***** ********** **** **** ******** ** **** ******** ** ******* ** ****** **** ** ******** ********* ********* *** *****

  Business response

  20/01/2023

  Hi,

  We see that the order has been refunded in full back to your payment method, we apologize for the inconvenience and thank you for your patience and understanding. 

  Customer response

  20/01/2023

  
  Complaint: ********
  
  I am rejecting this response because It should not be necessary to pursue a BBB complaint and request a cancel payment order through ********** **** in order to obtain a refund.  ** ******* ********** ***** **** *** **** ***** ******* ********** ***** **** ******** ***** ****** ******* *** ********** ** *** ********* **** *** **** ********* ** ***** ********  
  Sincerely,
  
  **** ******

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of 4 rims form Parts Engine (order ********). They only sent me one and it turned out they only had one in stock. I returned the rim and couldn’t find an appropriate replacement, so I requested a refund for the rims. Now it is more than 2 weeks and no refund has been issued. I reached out again but still no resolution.

  Business response

  09/01/2023

  Hi,

  The refund has been issued back to your payment method, we do apologize for the inconvenience and thank you for your patience and understanding. 

   

  Customer response

  09/01/2023

  
  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

  15/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number ******: 23 July 22 - I ordered 5 tires from PartsEngine.ca. the website did not indicate that the tires where out of stock so I decided to purchase them. The company promptly took the sum of $1026.38 from my credit card. I never received any shipping details on the order. 27 July 22 - I received a email from the company stating that the tires I ordered where not in stock and back ordered. They offered me a "Free upgrade to a different type of tires" and gave me 3 options: A) I could upgrade to the tires in stock. B) proceed with the back order and wait or C) cancel the order and receive a refund. I decided to proceed with the back order. I didn't mind waiting as I was deployed with the military and I was sure to get them before winter. 15 Sept 22 - I sent an email requesting an update on the estimates arrival as I still have not received shipping info. Later that day I received an email stating that there is no estimated time from the wearhouse and it could take months or weeks. So I was patient and waited some more. 26 Nov 22 - I email the company asking the status once more and if it was going to take weeks then I would like a refund. 28 Nov 22 - I received an email saying that the order was cancelled and a refund will be sent to my card 5 -7 buisness days. 8 Dec 22 - I send an email requesting update on my refund as it has been 9 buisness days. No response. 13 Dec 22 - send email asking for an update *** ** **** ** * **** * **** **** ** ****** ***** ****** ** **** ** *** ******** ** **** **** ****** No answer. I am filling a complaint here first hoping it is resolved before I need to take this to the courts. ******** ******* ** ********** ********* *** **** ******* ****** ** ******* ** *********** **** *** ****** ** ******* **** **** **** ****** ****** *** **** ****** ********** ***** ** ****** ****** *** ** **** ******* ***** ** ** ************ *** ******

  Business response

  28/12/2022

  Hi,

   

  We see that a full refund has been issued back to your payment method, we do apologize for the inconvenience and thank you for your patience and understanding. 

*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. ↩