Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We placed an order with ScoutParts.com/Pacific Supply Group in ******** **, 9/6/22, order #*****, and we were charged immediately $109.98. Order was for 1 item-Invoice ******. We are used to dealing with suppliers which often show items advertised as being in stock when in fact they are not. In these cases we always follow up or precede an order with a phone call to verify product availability. This order was no different. The seller verified the item ordered as definitely not backordered, as it is our policy to immediately cancel backorders. Over the coming weeks, several calls were made to ScoutParts.com regarding the order status. The seller reported the same, that the order would be ready to ship in a couple of weeks. After more time elapsed, another call was made to the seller during which the seller reported the item ordered as backordered, but that it would be a couple of weeks. Our customer wanted to wait, so we did not cancel the order. In February, we called againseller reported that the order was cancelled and that a refund was issued on 1/23/23, and that it would take **** business days to receive the refund. Called again 2/7/23 as no refund was receivedseller said theyd have management issue the refund. Called again 2/16/23seller said the same-still no refund. Called 2/28/23seller said theyd forward the issue to management. Called three times 3/7/23no answer. Called again 3/7/23 and ****** said again that theyd forward the issue to management. Called twice 4/7/23no answer. At no point did the seller communicate after the initial order confirmation back in Sept of 2022. At no point did the seller communicate a change in order status. At no point were we able to talk with management directly. The amount of money spent is negligible. The conduct of the seller is the problem. They took money for a product they advertised, but did not and could not sell. They never had the product at all. They lied about product status/info. They scammed us.

  Business response

  10/19/2023

  This is the first that I have heard of this issue.  I am writing and sending a refund check today.   

  Customer response

  10/26/2023

  Refund received. Complaint is resolved.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 3 Pushrods from business via company website on March 24, 2023. Manila envelope containing 1 pushrod (package was torn open at the corner due to heavy metal objects shifting during transit causing package failure) arrived April 3, 2023. Place a phone call immediately to business upon finding this and was told that they would reship the missing items. April 19, 2023 had yet to receive the missing items and re-contacted business that morning via phone. Was told that "management" had not decided if these would be replaced and he agreed to call me back before the end of the day with an update. No other communication has taken place since then, I have made multiple calls to the business that are not picked up. Left a voice message in their system asking for a callback and have sent an email asking for the same.

  Business response

  05/01/2023

  more were sent,  Tracking number 9405511206207298213014.   

  
  

  Customer response

  05/01/2023

   
  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.

  They did finally did send the remaining parts after the complaint was filed.

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

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a head gasket kit for Sout engine. They. dinged my card first thing. When they were unable to complete the order, asked for a refund. 2 months later nothing. They will not answer my calls or return messages.

  Business response

  04/04/2023

  You were in our data base as "win" .    I could not find you first time I looked.  A check will go out in the mail tomorrow.   Unfortunately head gaskets for Scouts have just now been discontinued by our suppliers.  The only ones of the market are New Old Stock. 

  We took the extra time to try and find/ convince a gasket company to remake them.  

  Many parts are being discontinued due to the inflationary pressures in the market today.

  So sorry for the inconvenience. 

  Customer response

  04/04/2023

   
  Complaint: 19851790
  
  I am rejecting this response because:Payment was made electronically. Refund should be done the same way.
  
  Sincerely,
  
  *******************

  Business response

  04/11/2023

  Sorry for your any inconvenience,  our suppliers are discontinuing items with out notice.   The things that we sell are not made in ***** with slave labor. They are hard to find and low demand. Your check was sent the next day.   Check number 51483.   I can see that you have already cashed the check. You have your money back. 

  Regardless,  I hope you have a great day. 

   

   

   

  Customer response

  04/17/2023

   
  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, ( Have not as yet been notified that check cleared)
  
  *******************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 10 oil filters, my credit card was charged for the full amount. I received one oil filter in the mail. No indication that the remaining nine are backordered.Attempts to reach the company have not been successful.Based on their numerous complaints with BBB I dont expect a response. Ill be filing a dispute with my CC company tomorrow.

  Business response

  03/31/2023

  Order was placed on the 13th    Charged back on about the 26th.  We shipped what was on the shelf.   We special ordered the rest. 

  In this strange time after Covid,  rare parts are moving slower than we are all used to. More parts are being discontinued than ever before.

  I did not receive any message from you.   Might be in spam for some reason.  I apologize if it is.

   

  Sorry for the delay. 

   

  Customer response

  03/31/2023

   
  Complaint: 19626113
  
  I am rejecting this response because:

  It is unacceptable that a business would overcharge a customer and not respond to numerous requests for clarification of the overcharge. Poor customer service and sloppy shipping and accounting are evident. Blaming COVID is just pathetic. Ive already found another source for IH parts. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ON 2/13/2023 I ORDERED TWO ****S. (RADIATOR CAP AND ELECTRIC IGNITON FOR CUB TRACTOR) I RECIEVED THE RADIATOR CAP WITHIN A FEW DAYS, BUT NOTHING SAID ABOUT THE IGNITON. BOTH ****S WERE CHARGED TO MY CREDIT CARD. I CALLED THE NUMBER ON THE PACKING SLIP FOR THE **** I RECEIVED ***************) THREE WEEKS IN A ROW TO SEE ABOUT THE MISSING PART. EVERY TIME I WAS TOLD **** WOULD BE SHIPPED ON MONDAY. TO THIS DATE I HAVE NOT GOTTEN THE **** OR ALEAST AN EMAIL TELLING ME THE **** IS ON BACK ORDER OR SOMETHING. THE IGNITION PART WAS AROUND $169.00.

  Business response

  03/20/2023

  Our phone number is ************,   Not ************  this probably has something to do with no why there was no contact.

   If it was our mistake, I am very sorry.

  I have looked into your order and the two items that you ordered were best and fastest shipped direct from the manufacturer.  Two different manufacturers in two different states.  We initiated the shipping order for both by email on the same day you ordered. 

  For some unknown reason,  the order to ship your ignition kit was not received and processed by the ******************   Today,  we have made a new request. You should be receiving the kit in 3 to 6 days.

  You should have your kit very soon. So sorry for the confusion. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased approximately $3,000 in auto parts from this company and never received them. Its been more than 10 months. Company is terrible about answering phone calls and emails - they just dont respond.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec.20, 2022 I placed an order online thru a company called Oliverparts.com. I received an immediate receipt and invoice on my order.reflecting the materials I ordered. The invoice was for an initial amount of $390.12. I was notified by phone that 1 of the items I wanted was not available as a single unit, and I would have to order the product in a case lot of 6, I said to remove that item and continue with the order, my corrected total was for $368.57.That amount was paid on 12-21-22 thru my debit card withdrawal.Today 12-29-22, I received my order delivered by **** Upon opening the packages, I realized they only sent part of the order, not all of it, additionally they sent 6-cans of paint that I didnt order, and discussed this with them over the phone before I placed my order. Upon seeing the problem, I immediately called the company and wanted to see how we could resolve the problem, I was so upset, I suggested just sending everything back to them and they could refund my purchase. I requested that they pay for the return shipping costs, and they refused. Now Im requesting your assistance in getting my refund, and they pay return shipping fees. I was charged for materials I didnt receive, and charged for materials I never ordered.**********************

  Business response

  02/10/2023

  Customer ordered product that needs  to be shipped direct from manufacturer for reasons of chemical safety.  Manufacturer shipped out an incorrect amount of product. As Far as I can tell the order has either be satisfied or is on the way to being satisfied.  Supply chain problems are taking up most of our customer care time and labor shortage in ****** make it doubly difficult.

  Tell ** why here...

  Customer response

  02/10/2023

   
  Complaint: 18659252
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  They can say, and make up all the excuses they want to cover there ***.

   Im done with them, and will share my disappointment with everyone I know.

   The products they advertise, they dont carry in stock, and they are a middle man, because they place my order second hand to the supplier for the things I ordered, causing me an inflated shipping cost. My order came from 4 different suppliers and not directly from them. There web site should be shut down for false and misleading information.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Our company, *********************(CCOR) purchased $5393.20 in merchandise from Pacific Supply Group *** (d/b/a ScoutParts.com) on June 15, 2022. I have attached Invoice ****** that details all of the merchandise ordered. As of today, Dec 15, 2022, we still do not have all of our merchandise from this company. The company consistently ignored our emails and requests on updates on our order. I have attached all of our email correspondence with the company. It took months for what product we received to arrive. Some of the components that arrived were severely damaged (you can see all of the paint chipped off in the pictures), not as described, and some of the parts were not even the correct size for our vehicle (See Email chain 3). The last correspondence we had with the company was Thursday October 13, 2022 acknowledging that the company had not shipped all of our parts and promised to send a tracking number either Friday or Monday. No tracking number was provided. No parts were sent. The company did not respond to my email Monday October 16, 2022 regarding the tracking number. We have not received: a complete front axle conversion kit, a complete disc brake conversion kit, brake tensioner, and we only received half of the front axle seal kit (one side). We request a refund for $1681.95 which is what our company paid for the products not received.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed at order with ScoutParts.com (Pacific Supply Group) on 9/29/22. Approximate value is $550 for a Scout II decal. I have not received any communication since. Over the last few weeks I have called over and over, left messages, emailed and sent ******** messages with no response. I got on multiple ******** groups for Scout owners today and made posts inquiring if others have experienced something similar. I received numerous responses immediately saying to never do business with this company. This is what they do. I either want a refund or my product.

  Business response

  12/05/2022

  We are the retailer,  we requested manufacturer create product, and ship direct to customer, because of ********************** chain issues manufacturer is waiting for raw materials.  Charge was disputed by customer,   there for ,  we can not refund because bank has already taken the funds back.   We can not give the money back twice. 

  Customer response

  12/06/2022

   
  Better Business Bureau:
  

  The business did nothing to remedy the situation.  My credit card ****************** pressed for the refund after I could not get a response out of them for months.  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Not because of what they did, but because of what my credit card did.  They still lack the ability to communicate with customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered multiple parts on August 5, 2022 totaling $210.13 including shipping. My credit card was charged immediately.I called to check the status midway through August and again at the beginning of September. Both times I was told there were shipping delays. I find this to be a common thing and was not upset. Since then, I have called many times and left left voicemail messages each time with no return phone call. I have since ordered the same parts from another company and have received them and installed them. I want my order cancelled and my money refunded.

  Business response

  11/01/2022

  100% was refunded on 10-24-22.    Transaction ID: ***********
  Payment Method: XXXX0946
  Amount: USD (******)   

  Supply chain is slow for all types of tubing at this time.  

  Customer response

  11/03/2022

   
  Complaint: 18297118
  
  I am rejecting this response because:
  

  I do understand that the supply chain is slow on lots of materials. My issue is the lack of communication. I left multiple messages during business hours and the calls were not returned. I am thankful that my money was refunded. Too bad it took complaints to the BBB and to my credit card company to get a response. I was able to get the parts from another company in less than a week. I believe supply issues are a real thing, but I also believe its a convenient excuse for poor customer service.

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

*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. ↩