Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  No updates made to order. No replies from business at all. Order ******

  Customer response

  10/17/2023

  I am looking for either a tracking number for my shipment or immediate cancellation and refund. 

  Business response

  10/31/2023

  As requested the order has been cancelled and refund issued

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This business runs a website GMpartsstore .com that sells parts for General Motors vehicles. I placed an order on their website on Sunday September 24th for part number ******** driver side wiper blade 25.7 inch order number ******, total amount including shipping $37.12. As of September 30th there is no indication of the item being shipped, order still says in progress. No tracking number has been provided. A message was placed on the website September 28 asking about the status of my order. Also an email message was sent September 29th asking about the status of my order. There has not been a response. Their website does not have any way to cancel the order and no phone number is provided. September 30th, I contacted my bank to have the charge disputed as the item has not been shipped. It can take 90 days for my bank to dispute. The business either does not have the item in stock and are trying to find the item. My VIN number was provided to make processing the order easier. There has been no communication about my order. I want my order cancelled and I want a refund of $37.12

  Business response

  10/02/2023

  Order has been canceled and a refund issued

  Customer response

  10/02/2023

  [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

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 15, 2023, my husband and I purchased a 2017 GMC Yukon XL. The total of the vehicle on the contract is $41,459.76. This total amount financed by ***** **** ******* is $31459.76. We traded in our 2016 Chevy Silverado. It was valued at $10,000. On the agreement it states, NM Law requires that this vehicle will be fit for the ordinary purposes for which the vehicle is used for 15 days or 500 miles after delivery. This vehicle has been in and out of the dealerships Service Department for numerous problems and is not fit. 1. Hard Knocking under the vehicle. Their 1st attempt to fix it, it was not fixed. We took it back a 2nd time. I'm not sure if it's been fixed since we start having other mechanical issues with the vehicle. 2. The EMC Module was not working this occurred in May 2023. 3. The Transmission was not shifting properly. 4. The Transmission locked up and was not driveable. We call the service department and they drove to our location to tow the vehicle. The vehicle has been sitting at the service department since July 20, 2023. We were told the transmission hose has a hole. They have been having a difficult time getting the part. This vehicle has too many problems with it. It's been so stressful with having one problem after another, I am afraid there will be other problems if they ever get the hose replaced. Therefore, I feel my husband and I are entitled to a full refund. I would think this would fall under the Lemon Law for NM. I do not trust to do business with this dealership again. Throughout this whole ordeal, GMC tried having me pay out of our own funds, I kept repeating myself numerous times that we should not have to pay for any of the repair fees since it's been breaking down on us ever since we purchased the vehicle. They also attempted to use the ******** we purchased for the vehicle. It is useless. Service Department said ******** would not be cover the cost of the repairs. It is a battle with this Company.

  Business response

  11/29/2023

  The vehicle has been repaired and the customer has picked up their vehicle

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached I bought a new GMC Terrain 2019 on 2/22/20 I bought two warranty's for maintenance. And one for a GPS contract to track the car at all times. The contract that I want a refund on is the *** *** contract which valid from 2-2-20 the 2-22-2025 I traded in the GMC Terrain on a new car on 8-16-23 with another local dealer. I notify *** *** headquarters on 8-18-23 and cancelled the policy let them know I traded in the car. They cancelled the policy that day I went to quality GMC in Albq the 8-22 to let them know I had traded the car in and contract refund on the maintaince, contracts & *** *** contract

  Business response

  10/24/2023

  Dear Better Business Bureau,

  RE:  ***** *******

  We have received your complaint regarding the *** and maintenance contracts on the vehicle Mr ******* traded in to ***** ******.   As for the ***, GPS product, that is a hard add to the vehicle that we do at the dealership for our protection and then offer to the customer to transfer the product to them at a price for activation.    *** is a non-cancelable product.   This product is just like adding tint, accessories, aftermarket rims and tires, etc. to a vehicle.  These types of products usually stay with the vehicle unless taken off by the owner before trading in.  Mr. ******* owned the GPS system and could have removed the product and added it to he new vehicle.   Even the lenders know this is a non cancelable product.  If the lender repos a vehicle with this types of product, they do not come back to the dealer for a cancelation refund. 

  As for the maintenance contract, our office canceled the contract and issued Mr. ******* a refund on September 27, 2023, check #******.   The check was cashed by Mr ******* on September 29, 2023 at ***** *****.

  Sincerely,

  ******* *****
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 3/4/23 I went in to buy a certified truck. They let me leave the dealership with the truck saying that everything is good and I will receive my certified paperwork to sign on 3/6/23 and the first payment on 4/18/23. None of this happened so after calling and getting no response and leaving voicemails I sent a few emails that they responded to a week later saying that they needed items to "finish the deal". I said that the contract is not matching what they are telling me and I wanted to make it right and ensure all the paperwork matches if not they can take the truck back. On 4/28/23 Audra from the Finance team said okay she will let me know when to take the truck in and had me wait. Instead after they heard this they went and forged my signature on the papers they submitted to the bank and went through with the deal anyway after I said not to. They also said that if I took the truck to them that they will tow it back to my home. I am working with the bank on the forged documents they sent as I do the have copies from that day that are missing my signature because we were supposed to finish it once I knew the truck was certified which they said it was when they sold me it but it was not. They altered and edited the name of the bank on the contract without my consent and went through one of the banks we looked at but was not on the contract. They forged my signature three times that I know of, possibly more as I am getting deeper. They do not want to make it right, they just say that they got $71,000 worth of attorney's ready and that the contract is valid when it is not. I need help please. Thank you.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello. I have had a bad experience with this auto parts dealer I found through the web. I ordered a part I thought I needed to fix my truck, and the found out I didn't need it after all, and emailed to ask if I was within the return policy. They said yes. I spent money to ship it back to them and have my $78.84 refunded. A week and a half later and l no refund to be seen yet, I followed up by email asking if they received the part. They replied yes, then refunded me $51.25. And after several more emails they explained that the $27.59 that they kept was a restocking fee. ------ I read carefully their insanely long and detailed return policy before deciding to return my item, but nowhere in the policy listed anything about restocking fees. If I would have known this was going to happen, I would have sold the part independently to get back my full price paid. So I feel this was deceptive, unclear, and unfair. They replied with a screenshot of something in their "ordering guide" that stated "ordering the wrong part will create fees". I did not order a wrong part. I just didn't need it after all. And it did't list what the nature of the fees was. And it was in the ordering guide, which I was not referring to at the time of setting up a refund. It should have been clearly stated in the Return Policy if they had restocking fees. So it feels suspicious and shady, like they were making up rules as they went to keep my money. And I petitioned to them several times nicely to waive the fee, and they were just rude and short, and unaccommodating. Ive since looked at reviews of their business, and I'm not the first person to have a bad experience with them. I would like to see some accountability here with business owners respecting their customers more. Instead, it feels like I've been scammed out of my money, unknowingly, and there's nothing I can do besides contact you for help. Thank you for reading and for your help. Best, ****

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wireless charger upgrade kit fir my 2016 gmc sierra to allow it to charge newer phones. This item is advertised to work with newer phones and replaces the factory charger in the armrest of vehicle. Upon recieving item, i plugged it in and it does not work. I contacted them for a refund and they told me it is not returable because i plugged it in. How else would i know if it works or not. Total scam!

  Business response

  03/24/2023

  As outlined in our return policies (found here *********************************************) we do not accept installed or mounted parts. 

  Our return policy was accepted upon checkout.

  The module most likely is not plug and play and will need a GM dealer to program to the vehicle.

  
  

  Regards

  ****************

  Customer response

  03/24/2023

  Complaint: ********
  
  I am rejecting this response because: The upgraded kit IS PLUG & PLAY. I have already been to my dealer. The item was NEVER installed, just plugged in. It did not even arrive to me in original packaging. This is the most CROOKED dealer i have ever dealt with. A lawsuit will be filed next week as per my lawyer recommendation.  
  
  
  
  Regards,
  
  ***** ******** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18, 2022, I placed an order with this company for a replacement 2003 Chevrolet Avalanche Z71 grill emblem and retaining clip. I received the items in the mail in a box (not a GM box) in bubble wrapping. The items I received do not fit the grill of my truck and are not even close. I have called this company repeatedly and no one ever answers the phone. Option #3 of the auto-attendant menu is the option to start a return. The mailbox is full and no one ever returns your call despite repeatedly voicemails left. I have emailed and only today did anyone respond. I sent pictures of the incorrect item and the support and need someone from their management team to help me resolve this. It should not be his difficult. The fact is this company sent the incorrect part and I clearly provided my vehicle make/model. I cannot use the part they sent it will not fit period its the wrong part. The person communicating over email refuses to provide there name so I have no idea who is responding. Thanks for your prompt assistance! ******* 

  Business response

  10/04/2022

  As outlined in the several emails we have sent to you. You may return the item for credit . Please follow the return instructions that were emailed to you and you also responded to

  Customer response

  10/06/2022

  Complaint: ********
  
  I am rejecting this response because:  The seller has failed to refund my transaction. The item was returned to the seller as I received it which was incorrect and does not fit my vehicle.
  
  Regards,
  
  ******* *******

  
  

  Business response

  10/13/2022

  As outlined in our return policies, which were agreed to upon checkout, all returns must be received in the original undamaged package. Also, any order that does not include a VIN number cannot be returned for any refund. Neither of these were met.

  Return policy can be found here - *********************************************

  We truly want our customers to receive the correct part and avoid frustration when ordering from us. 99.5% of our customers understand this and include a VIN number or have done extensive research so that they receive the correct part. The other .05%  end up here and/or writing negative reviews. Simply adding a VIN would have alleviated all the frustration (As Stated in Our Return Policies)

  Customer response

  10/15/2022

  Complaint: ********
  
  I am rejecting this response because: I absolutely returned the items as received to me.  Both items were in a cardboard box in plastic bags only as others have stated in the many reviews I have seen online this business ships incorrect parts and then blames the customer.  It is truly ridiculous!  I’m appalled this business is indicating I did not return the parts correctly.  As clearly shown in the pictures I attached to this case even the washer/nut I received was simply in a plastic bag with writing on it not in a GM box.  This is how I received the incorrect parts shipped to me.  Exactly how I received them, the parts were not used will not fit my vehicle so I returned this and expect a full refund.  I do not intend on letting this go and will continue to dispute with paypal and my credit card company.  This business is deceptive and does not understand customer service.  
  
  Regards,
  
  ******* *******

  
  

  Business response

  10/18/2022

  Unfortunately, there isn't a conclusion to this that will satisfy our return policy or the customer. The plastic nut is not in question it is the original packaging for the emblem which was destroyed as admitted to by the customer. The idea that there are many complaints regarding us sending the incorrect part is absurd. These type of issues only arise when inexperienced shoppers purchase the wrong item and have the expectation that we will pay for the error. These situations are the exact reason that we have a return policy written out in detail about packaging and requiring the VIN number. There is no need for any further responses as this matter is closed 

  Customer response

  10/20/2022

  Complaint: ********
  
  I am rejecting this response because: poor subpar customer service which is non-existent.  I receive the emblem

  in a box in a plastic bag.  This box was not a GM box a cardboard small box.  The fact is the items were returned exactly the way I received them.  I mentioned the other reviews which are recent as proof this seller does not ship items correctly.  Practice good business practices and issue refunds when incorrect items are received period no exceptions.  The fact is I did not mount the item and it was returned unused.  This is unacceptable and absurd and the reviews of your deceptive business practices as noted by many customers valid this.  

  
  
  Regards,
  
  ******* *******

  
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered parts on 6-20-2022 order number is ****** . They will not reply why the order hasn't shipped . Won't answer phones or email . Want an explanation or a refund

  Business response

  08/10/2022

  Order was shipped via UPS and delivered on 07-13-2022 tracking ID -  ******************. 

  **********************************&InquiryNumber2=&InquiryNumber3=&track=Track

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent returned items for refund that got back to the sender June 13th 2022 and have yet to receive my refund. I sent them a email and have yet to hear back from them since I returned the items prior to this they were responding. It's also past they're up to possible 2 weeks for a refund weight time that they specified. I paid for shipping coming and going so there's no reason for them to hold or play with my money!

  Business response

  08/10/2022

  A refund was issued on July 10th -. You may want to contact ****** or your credit card -

  T07/10/2022 - 01:02:25 PM ****** REFUND  Success $37.91USD

*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. ↩