Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company guaranteed a part fit to my vehicle. I supplied all of the relevant info for my vehicle, ordered two parts which were guaranteed to fit based on the info I supplied. I paid $432.85 in labour to my mechanic to instal one of the parts but it was not the correct part. There were 2 parts supplied, both incorrect. Installation on the second part was not attempted as parts were for both front doors. The parts were returned and a refund was received but I asked for the company to pay for the unnecessary labour costs to install an incorrect part supplied by them, which they refused even though their website clearly states that parts are "guaranteed to fit". I would like help with the labour costs to instal and part that was incorrectly supplied to me.

  

  Business response

  12/08/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our policy states, "************************** PROMISES YOU WE OFFER THE HIGHEST QUALITY PARTS THAT FIT THE STRICTEST AUTO PART REPLACEMENT STANDARDS. THE WARRANTY IS BOTH FOR THE PART REPLACEMENT AND REFUND. THE WARRANTY DOES NOT COVER LABOR, TOWING, RENTALS, STORAGE, LEGAL FEES, LOST WAGES, OR ANY OTHER INCIDENTAL FEES."
  
  Thus, full refund of CA$ ****** has been issued to your account on 10/25/2024 regarding order#CA2024013183d9640100025d. Please kindly check your ****** account on your end. Please feel free to let us know if you have other questions by email address: *******************************************************************. Again, we apologize for the inconvenience.

  Customer response

  12/09/2024

  When selecting the parts on the company's website not enough specific information was asked or collected by the company to ensure the part was correct even though it seemed that all information was provided on my part.  If there was any concern, discrepancy or possibility that the part would not fit, it should have been clearly stated.  I would like at least a partial refund of my large labour costs to instal a part which was guaranteed to fit yet did not.  There is no way for a consumer to determine whether a part is correct or not unless you are a mechanic and familiar with the vehicle therefore I proceeded to provide the parts provided by this company to my mechanic who attempted to instal a part that did not fit even though this company guaranteed fit.  A refund for the parts is not enough after spending over $450 in labour to instal one of the parts.  

  

  Business response

  12/11/2024

  We understand your request for partial payment of the labor charges and acknowledge the inconvenience caused. However, as stated in our warranty policy, we are unable to cover labor costs. Our warranty explicitly covers part replacement or refund for the part itself and does not extend to labor, towing, rentals, storage, legal fees, lost wages, or other incidental fees.
  
  Additionally, we would like to highlight that the product description on our website clearly specifies: This item only fits for 2 Plugs, 4+10 Pins. We encourage customers to carefully review the product specifications to ensure compatibility before installation.
  While we regret that we cannot accommodate your request for labor reimbursement, we would like to offer a goodwill gesture. Please accept a coupon code ztw45l853pdd, which provides $25 CAD off any order over $100 CAD on our website. We hope this can be of assistance for your future purchases. We remain committed to resolving any product-related concerns to your satisfaction within the scope of our policy.  If you require assistance with the parts provided or have further questions, please do not hesitate to contact us.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted the seller and informed him that I had not received the item yet that was suppose to be delivered yesterday 11/12/2024. I went to **** tracking website and it states I will receive package today 11/13/2024. I still have not received the item I ordered. The seller stated he does not know where the item is and seemed unwilling to contact shipper to find out. I am requesting a full refund so I can go purchase the item from someone else. This company does not seem legit and reliable. If they are not going to send me the part I have already paid for, then they need to refund my money ASAP

  

  Business response

  11/19/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your replacement part was shipped through **** tracking#**********************.
  While we have issued you a refund of $130.70 to your account on 11/18/24 with transaction ID#***************** for the inconvenience regarding BBB Case#********. Please check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer response

  11/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Steering shaft was made short and too loose from the manufacturer. I have order 3 and only 1 was correct. They want you to send the old one back before they will give a refund or replacement. But its the product thats defective and they continue to sell them. My steering is effective greatly by this problem. They need to be sued.

  

  Business response

  09/17/2024

  Dear ******,

  Thank you for reaching out to us. We understand how frustrating it can be to receive a product that does not meet expectations. Please rest assured that we have 1-3 years warranty and 90 days free return policy for products on our A-Premium official website. However, by using your contact information left here on file, we failed to locate your order nor find any previous conversations stated in your complaint. At A-Premium, we strive to provide the highest level of service to our valued customers. We would appreciate it if you could kindly provide an order number so we can proceed with the warranty for your purchase. 
  

  We value your business and appreciate your patience as we work to resolve this issue.

  If you have any further questions or concerns, please do not hesitate to contact us. We are always here to help.
  
  Best regards,
  Premium Parts Wholesale LTD
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a drive shaft from them and per their website it fits my yukon, Got the new drive shaft it does not fit. Had to do a bunch of stuff to start a return, take pictures detailed reason of why ect. Only for them to tell me I need to do a bunch more stuff before they will accept it for return. This is ridiculous!!!!

  

  Business response

  08/23/2024

  Dear ****,
  
  We appreciate you taking the time to provide feedback regarding the recent order of a drive shaft for your Yukon. We sincerely apologize for any inconvenience caused by the issues you encountered with the product.
  
  The procedures we have in place, including the detailed steps required for returns, are essential for us to relocate the new part for you and ensure the compatibility. This process also helps us to minimize such occurrences and improve the overall customer experience.
  
  To expedite your return, we have issued a prepaid return label, which you should have received by now. We will process your refund as a matter of priority.
  
  We value your understanding and patience and are committed to making this process as smooth as possible.
  
  Thank you for your cooperation.
  
  Sincerely,
  Premium Parts Wholesale LTD

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a front passenger size axle for a 2010 Nissan Rogue AWD SL and had it installed for $230 and after a few days my SUV began to lift in the front when I made a U-turn or sharp turns. I took it back to the auto shop and they examined it and declared it defective. They sent me a replacement and I paid an additional $230 to have the defective one removed and the replacement installed. I should not have to pay twice because their product was defective. The second installation charge should be on them regardless of policy. If the product was good there would be no need to remove and install another axle. $230 for the second installation.

  

  Business response

  08/21/2024

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience caused by the defective axle you received for your 2010 Nissan Rogue. We understand how frustrating it must have been to deal with this situation and the additional costs incurred.
  
  While we strive to ensure the highest quality of our products, we acknowledge that defects can occasionally occur. Under these unexpected cases, we provide customers with a full refund or a brand new replacement. We appreciate your feedback, as it helps us to investigate the issue further and take steps to improve our quality control processes, ensuring that such issues are minimized in the future.
  
  However, as per our warranty policy, we do not cover labor costs for the installation or replacement of parts. Our warranty covers the cost of the replacement part itself, but not the associated labor expenses. We understand that this may not be the resolution you were hoping for, and we genuinely regret any inconvenience this policy may have caused.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We value your business and are committed to providing you with a better experience in the future.
  
  Sincerely,
  Premium Parts Wholesale LTD

  Customer response

  08/21/2024

  I'm going to try my best to make this as clear as possible. The policy states that installations are not covered, I understand that. My position is, I paid to have the axle installed. If the axle was damaged on the surface or somewhere visible, I would not have had it installed, I would have sent it back and asked for a replacement at that time. The axle was defective not physically or visibly damaged. The only way it was detected was after a few days the *** began to act abnormal while turning. The axle was bad, and no one knew until it malfunctioned. The replacement was sent free of charge, but it can't help the situation if it's not installed. The auto shop said if I ordered the part through them then the labor charge would be on them if the axle was defective. I asked before are they willing to split the bill of $230 in half but with no response. If this can't be worked out here, I'll refer it to small claims court. I willing to meet them halfway. Thanks for listening.

  *****

  

  Business response

  08/29/2024

  Dear *****,

  Thank you for your detailed explanation and for giving us the opportunity to address your concerns further. We truly regret the inconvenience you've experienced and understand the frustration that comes with an unexpected defect, particularly when it involves additional costs.
  
  We acknowledge that the defect in the axle was not apparent upon installation, and we understand why this situation has caused you frustration. Your feedback is valuable to us, and it has been shared with our quality control team to prevent similar issues in the future.
  
  Regarding your request to split the cost of the installation, while we empathize with your situation, we must adhere to our warranty policy, which does not cover labor costs for the installation of replacement parts.
  
  We sincerely hope this explanation provides clarity. Our goal is to resolve this matter amicably, and we appreciate your understanding.
  

  Sincerely,
  Premium Parts Wholesale LTD

  Customer response

  09/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be unsatisfactory to me, but in the future may help someone else.  I'm disappointed in the way this complaint has been handled by a company of this size, but I consider this complaint resolved.
  
  Regards,
  
  ***** Plush
  
   
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a clear objective when ordering the part. Timing of delivery. I could have bought this part from 6 or more places but chose this company because I was assured the part would arrive on the day I needed it, not an estimated time, a real time. Now, it's 2 days past the delivery date I was promised and still no part. To make matters worse, the live chat person was condescending and contrite with little regard to my emergency. I rarely give negative feedback but in my world "a promise is a promise" not to be taken lightly.

  

  Business response

  04/29/2024

  Hi *******,

  We do appreciate for your support in choosing to order on A-Premium.
  Please accept our sincere apology for any inconvenience caused by the delayed delivery.
  
  Once receiving your feedback, we escalated it to the related team and contacted the carrier to deliver it as soon as they can. And finally, the package was delivered on ***** 24, which is 2 days later than the expected date ***** 22.

  We do understand how disappointed it is that the package doesnt arrive on time, and we are keeping on delivering packages as soon as we can.

  Meanwhile, we do hope for your kind understanding that the date on our website is the estimated date, which is the expected delivery date based on time in transit data from our fulfillment center to your shipping zip code. They are calculated according to the location, package size, and shipping carriers transit times and may be affected by flight arrangements, weather conditions, and other external factors.
  We keep on improving our estimated delivery date calculation, but it still might happen that a small percentage of packages might arrive earlier than or later than the estimated delivery date.

  We do understand how important an accurate estimated delivery date is for a customer, and we would like to keep on trying our best to make the estimated date as accurate as possible.
  Your feedback is essential for us to realize our shortcomings and figure out how to offer a better and better service to our customer.
  Currently, our related teams are making a further search and investigation to make our estimated delivery date more accurate.

  If there is any question, please feel free to contact us again.
  We are always standing behind the order and are 24/7 at your service.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a front Axle for a 2011 Range Rover. In the first order, the mechanic opened the box and the part was used and broken. I called the company, and they sent a new part within a few days. When I opened the second box, it was another used and broken axle. The refused to give me a refund, wanting me to send them back the broken item. The problem is my car is near on **** stands because we already took off the broken axle on my truck. I have no car to drive and no part to repair it.

  

  Business response

  09/12/2023

  Hi ********,

  Hope this message finds you well.

  It is a pity to know the reshipped part is broken.

  To show apology for any inconvenience caused, we have issued a full refund for the whole order, and you don't need to return the part to us.
  As a seller, it is our goal to build long-term business with our customer, therefore we pay high attention to the quality and service. All parts we sell are brand new.
  Once receiving feedback, we pay high attention to it and made an investigation.
  Such issue has never occurred to us, and the damage may occur during the shipment. We have reported it to the warehouse and carrier to take measures to prevent it from happening again.

  We never tried to get rid of any responsibility.
  Here is how things goes:
  When the first part was reported as broken on Sep 1, we reshipped a new part immediately as you required.
  As we talked on the phone on Step 1, you will send us some pictures later showing the broken part so that we can report it to the manufacturer to prove the part.
  On Sep 2, we received your pictures and thought it was for the first broken part. We do apologize for misunderstanding.
  Once we realized this misunderstanding, we rechecked the pictures and issued a full refund without returning the part.

  This case has been escalated, and we won't make it happening again.
  We are happy to know you are satisfied with our solution (full refund).
  Solving the issue for you in time is our duty and goal. Your satisfaction is our goal.

  If there is any question, please feel free to contact us.

   

   

   

   

*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. ↩