ComplaintsforLKQ Corp

Used and Rebuilt Auto Parts

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Initial Complaint
04/17/2022
Complaint Type:
Product Issues
Status:
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.
Transaction ***************** uploaded:Inperson Date/Time: 04/08/2022 1:08:57 Warranty Guarantee: $6.90 We are in the store weekly. For this transaction, I told the new employee "No Warranty". The new employee charged me for it anyway and then failed to **** the part, as the video camera's will confirm. Attempted to contact store and corporate HQ with no results. Sent email 4/12/22 to LKQ HQ with no results.From: *************************** <**********************>Sent: Tuesday, April 12, 2022 4:53 PM To: ********************************* <*******************************>Subject: LKQ Pick Your Part Complaint We were charged for the warranty even though we told the cashier NO on the warranty, plus she did not **** the part so we cant take it back even if we wanted. The security camera will show that the employee did not **** the part for this transaction.Two problems here but the resolution we want is a refund or credit for the $6.90, please. Additional training needs to be provided to your employees.When you called back, I had just submitted the following text in the Contact US page text box:Complaint #1: Each time I call your customer ********************** number (twice so far) I was immediately placed on hold, the last time for more than 3 minutes.Complaint #2: The phone number on the receipt ************** does not allow calls from a ************************************************************** that area code.I have called your customer ********************** line ************ four times, given phone numbers to different LKQ Pick your Part locations that do not go to a person. The last time I called I was put on hold and disconnected.There is no customer ********************** excellence in this experience. Complaint #3: When a customer, retail or otherwise has a complaint, there should be transparency on who to contact for a resolution. Your ************ could only tell me that Pick Your Part is a subsidiary and not a part of LKQ, and there were NO managers to speak with. *Entire email attached.
Business response
05/02/2022
*************,

We're sorry you've had such a frustrating experience. Please return the part to the location it was purchased from. A full refund will be honored. We will retrain or coach our personnel as needed.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Initial Complaint
04/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I looked through LKQs parts system online for a bench seat out of the truck however after removing the bench seat and taking it to the front to pay the manager proceeded to tell me that the seat I had acquired was not a bench but three separate seats. I had advised him that I had purchased an identical seat before hand and was charged as a bench seat however he disagreed and claimed other people have pulled them apart before you can do it too To which I responded that I was only Had basic handtools and I did not have the skill to pull apart the seats which were riveted together as one and that this seat was a bench seat out of a **** Dodge Durango Sport so it was to be sold as one part. He continue to disagree saying I could pull the seats apart therefore he was going to charge me three separate seats. When I mentioned that I had bought an identical seat from LKQ he asked for the receipt which I provided. He then went on to say because it is not that specific LKQ location that he wont charge me as the seat as a bench. I tried to explain that on their website using LKQs parts search system that seat came out as a bench seat out from a **** Dodge Durango Sport. He continued to disagree and say Im not selling you that as a bench. I have attempted to call the corporate office and continue to receive a message saying their offices are closed even though I am calling within their business hours of Monday through Saturday 9AM to 5 PM and Sunday 8 AM to 5 PM. Ive been a loyal customer to ********************** for years and I failed to see how one manager is correct but LKQs entire parts search system is wrong.
Business response
04/11/2022
Hi ******,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
500 ******************************************************************************
Initial Complaint
04/05/2022
Complaint Type:
Service or Repair Issues
Status:
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.
*************** in ****** ****, A local body shop fixed my front end of my car and installed a defective radiator. I complained two times that I didnt have cold AC and then no heat. Shortly after my car completely quit running. I towed to the local ****** dealership and then to the body shop who installed the defective radiator. The body shop mechanic assurances me that the (defective) radiator was good and that something else was wrong. Possibly a thermostat or a hose. I later learned before I knew that the motor in my car was ruined from radiator fluid and that I needed a new radiator. It wasnt until after ************* was installed that ****** discovered that the new radiator that was installed was defective and would not hold fluid. The pressure test confirmed that the radiator was defective and that is what caused damage to my motor. This company does not want to accept responsibility for the damage there faulty radiator caused damage to my engine. They maintain that they didnt have a contract with me, therefore have no obligation to pay for my devastating costly loss.
Business response
04/12/2022
Hi *******,
LKQ sympathizes with your situation, but LKQ did not have any relationship or dealings with you. No issues were ever reported to LKQ pertaining to the radiator or your vehicle. LKQ did not even speak or hear from you until after her engine was replaced. Without any prior notice,contact, or communication with you or the multiple shops that inspected and worked on the vehicle, it is not clear what LKQ could have done to possibly address the situation.

While LKQ denies liability or fault, we attempted to negotiate a good faith resolution directly with you. You rejected these efforts and we unfortunately were not able to resolve this.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Customer response
04/15/2022

I followed all of my insurance recommendations to file a claim against this manufacturer of the faulty radiator that was sold to the body shop that installed it.
First of all I complained to the body shop two times that I felt something was wrong because I didnt have air conditioning and then no heat.  I was instructed to top off the radiator.  On the last day that my car was drivable I took it to my local ****** dealership.  The dealership could see that the radiator was not from the manufacturer so I had it sent to the body shop to have it checked out.  I was lied to and told by the body shop owner that the replacement radiator was good and that it was holding fluid.  He suggested that it may be a hose or the thermostat.  The ****** dealership mechanic told me that he thought it was a head gasket was damaged from radiator fluid.  By the time the dealership took my car apart they discovered that I needed a new motor.   It wasnt until after my new engine was installed that it was discovered that the new radiator that was installed was defective.
I notified the body shop and they notified the parts store where they purchased the radiator.
I have been going round and round back and forth with the in-house company attorney trying to just get reimbursement for my out of pocket expenses.
The good faith offer they claim to have offered me is $1568.00 short of what I had to spend out of pocket.  I also had to spend an additional $900.00 to install another radiator besides replacing my motor.
LKQ is using the unfounded excuse that they had no relationship or dealings with you.  This is a way for them to shrug responsibility for the extensive damage that was done to my car.
I was first victimized by the body shop and now by the company who claims that they offer lifetime warranty on there parts.
I would like to request mediation on this matter.
Business response
05/02/2022
Hi, *******,
This issue was previously addressed by our legal department. I cannot offer anything more than what has been presented to you previously.
Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661

he offer submitted by our **************** is
Initial Complaint
03/31/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My daughter and I purchased a used engine for a 2009 ****** ********* from LKQ Corp's online division on February 17th, 2022. The website indicated that we would get the engine on February 23rd. It did not arrive until March 4th. My daughter has been without her car since February 15th, and the issue is still not resolved! When the shop I am having do the work got the engine installed (Precision Automotive of Utah), they started it up and immediately the engine began to make a very loud noise from the bottom of the engine, rod knock, meaning it was a bad engine. I worked with Precision to file a claim on the warranty LKQ provides, which is for replacement of the engine if it fails within a year. However, I called LKQ's warranty department and asked the agent that I spoke with to escalate a request from me to also consider paying for labor to install that bad engine, something that Precision will still charge me for because they did the work to install that bad engine. I feel strongly that LKQ should reimburse me for labor, because they shipped me a bad engine. LKQ shipped me a second engine, but it was also bad!!! Now, there is a third engine on the way, and my shop will now want a third installation charge! I should only have to pay one installation charge. In good faith, I looked at LKQ's website, and based on the company's size, and the verbiage on their website about the high quality of their products, I assumed it was a safe way to go. It only seemed reasonable that LKQ would have tested these used engines before shipping them! I'm a divorced school teacher, with limited income, buying this engine for my daughter, who is a college student. I paid $2,508 for the engine, but I'm asking that LKQ pay $2,000 to the shop for the two installation charges for the bad engines, $1,000 per installation. The shop normally charges $1,300 per installation, so I will pay the difference even though I don't feel it's right I have to pay any more than one install.
Business response
04/06/2022
Hi ******,

We're sorry you've had such a frustrating experience. Our parts come with a part replacement warranty. After the initial warranty claim investigation, you asked if you could keep the defective engine for repair and resale purchases. This request was granted. After the second failure, we were contacted by your shop and agreed to reimburse $395.00 for the replacement. We will not be able to offer anything above that.
Respectfully,
Customer Relations | **********************
500 ******************************************************************************
Customer response
04/07/2022

Complaint: 16970151

I am rejecting this response because: Since my initial complaint, LKQ Corp sent a 3rd engine, and it was also bad! My shop is sending evidence to LKQ Corp's warranty manager, Art *******, that the 3rd engine was also bad. This is beyond "bad luck," or coincidence, this is evidence that LKQ Corp does not even do a quality check on these engines that they charge thousands of dollars for.
The ad from when I purchased the FIRST engine is attached. Notice that it says "This engine has been inspected, and is ready to ship." So, three engines in a row were all inspected, then shipped! Unbelievable. Meanwhile, my daughter is without her car for 2 months while LKQ Corp keeps sending bad engine after bad engine. Furthermore, the shop should be compensated for three different installation charges for the labor to install 3 bad engines. Each time the shop installs an engine of this nature, their normal charge is $1,300. Multiply that by three, and that's $3,900 to install three bad engines. This is NOT a warranty issue. Warranties are for products that break down too soon after the customer receives them. These products, these three engines have all been shipped defective, they're bad before they were even put on the truck. That's not a warranty, that's unethical business practices. This warranty manager, Art *******, offers me $395 to reimburse for two installations of defective engines that they shipped to me, when those two installations, which get me nothing, will cost $2,600. I fail to see the logic here in this offering by him, its ridiculous and insulting.
This warranty manager, Art *******, should be fired. He does not represent your company well. If your company is one that wants to stand behind their products, you should be finding a way to make whole the situation with this shop, and with me, the customer, that restores me to paying for ONE installation, not FOUR!!!! If you stand behind your products, which your website would lead any reasonable customer to believe you would, you should RESOLVE this situation fairly, not by offering pennies on the dollar for what you are costing me by repeatedly sending three bad engines in a row! Again, this is unbelievable. The only way I will be satisfied, is if I get my full purchase price reimbursed of $2,508.02, and if you, LKQ Corp, find a way to make whole the fair amount of labor that my shop, Precision Automotive of Utah, should be paid, so that I end up paying for the labor to install one engine, not FOUR engines! I do not want another engine from LKQ Corp, because clearly, LKQ Corp does not seem to actually have a sound working engine, even though they have 8 more that meet the specs for my car advertised for sale on their website. I no longer have any trust in the soundness or quality of these engines from this company. This has been the worst customer ********************** experience of my life, and Im not a young man, Im 57 years old! Again, the only way that I will view my complaint resolved is if I get my full purchase price reimbursed of $2,508.02, and if you, LKQ Corp, find a way to make whole the fair amount of labor that my shop, Precision Automotive of Utah, should be paid, so that I end up paying for the labor to install one engine, not FOUR engines! I will find another way to get an engine from another supplier.

Sincerely,

*************************
Business response
04/22/2022
Good day,
All remaining funds from your purchase have been refunded to you.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Initial Complaint
03/30/2022
Complaint Type:
Customer Service Issues
Status:
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.
Due to the National Automotive Parts Shortage automotive parts are on backorder some with no release dates. We order parts and once a parts order is complete we begin repairs. Vendors will not HOLD orders until all parts are in. We have waited up to 5-6 months for a completed parts order. We have had vehicles that after all of the parts from the Manufacturer arrive and repairs begin additional damage is found that is more than the cost of the vehicle so the ***************** will total the vehicle and ALL parts need to be returned. Due to the past years pandemic caused unforeseen circumstances and employees contracting ***** parts have had to remain on site for longer periods of time. We have been trying to get LKQ Corp to take back the parts and will except a restocking fee even though it is no fault of our own. LKQ Corp will not work with us to return said parts due to the return policy. All businesses across the board are having supply and demand shortages and we are not having any issues with other vendors excepting returns past the return policy time frame because it is understood that these issues have never happened before the ***** pandemic. After approximately 30 years of doing business together with no issues we have asked them to make a exception due to the issues that were caused by ***** which included manufacturer plants to close for long periods of time.
Business response
04/06/2022
Hi ***,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the parts from -whether LKQ Online or a physical location? A copy of the invoices as well as they names of persons you have worked with would also help to expedite the process.

Respectfully,
Customer Relations | **********************
500 ******************************************************************************
Customer response
04/13/2022

Complaint: 16960637

I am rejecting this response because:
To Whom it May ********************************************************************************* replied to the message with ALL OF THE DOCUMENTATION. I have attached to this E-Mail. PLEASE DO NOT CLOSE CLAIM! As I stated in the original complaint due to COVID delays and the NATIONAL PARTS SHORTAGE the repair turn around times have been much slower and we have had to wait MONTHS for the parts from the Manufacturer.

Sincerely,

***********************
***********************
****** ****** Inc.
Phone: ************
Fax: ************
*************************

Business response
04/22/2022
Good day ***,
A representative from our company will reach out to you shortly.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Initial Complaint
03/19/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Trying to sell vehicle and LKQ have the car as having junk salvage which it does not. We have spoken to *************** at the NMVTIS and we were told to talk to LKQ to remove the salvage on our car. We have communicated with ***************** to remedy the situation as it effects the value of our car from $5200 to $3000. To no avail I would like to report them and possibly file a lawsuit in the future.
Business response
03/25/2022
Hi *****,
On March 21 you were sent an email notifying you that our company is working to resolve the issue and that it could take up to two weeks to resolve per the NMVTIS.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Customer response
03/25/2022

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. I have already sold the vehicle and lost $2300 in the sale as this wasnt handled timely.

Sincerely,

*****************************
Initial Complaint
03/14/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
LKQ sold a 2018 sonata motor that is part of a class action lawsuit and a bulleting / claim to Geico who put it in my 2020 Kia ******
Business response
03/15/2022
Hi *****,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from -whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
500 ******************************************************************************
Customer response
03/15/2022
Here is the invoice
Initial Complaint
03/14/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Lkq Pick Your Part in **************** ********** and Wilmington ********** (Help Yourself Yard) force the warranty option on customers. If its an option the cashier must state the option and the price of the option. They automatically place the option in the total, and even if you request not to have the optional warranty, they state that you have to take it, and come back the following day and have it removed if you like. This means that its not an option. They are doing this so that the customer is discouraged to come back and remove the warranty. At all the other LKQ stores, its states on the sign that you can opt out of the warranty if stated by customer prior to purchase. The ********************** stores in **************** and Wilmington purposely removed it from the signage so that they can charge for the option without warning. This is a unfair business practice that these two stores have mandated. The other stores even state that what these two stores are doing is not corporate policy.
Business response
03/15/2022
Hi Renai ,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from -whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
500 ******************************************************************************
Initial Complaint
03/09/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Hello,I purchased a used engine from Car Part Planet April 2021 and it was not running well. So, I returned that engine and payed more money for a remanufactured engine in June 2021 from Car Part Planet which, got the engine from LKQ Corp. which is responsible for the warranty. The remanufactured engine is also not running well. I submitted a claim to LKQ via Car Part Planet July 2021 explaining that the engine expels a lot of white smoke every time I turn the car on, its burning excessive oil (over a quart every few hundred miles), and the gas mileage has diminished from the specs. Ive been calling and emailing LQK since September when ***** (head of warranty from Car Part Planet) told me to contact LQK directly because there was no action. LQKs warranty department is very nonchalant and sluggish. Its been 8 months of excessive spending on oil and dealing with the stress of constantly checking the oil so this engine doesnt burnout. My mechanic has ran all the tests LQK asked for numerous times last year and then no response. I told an LQK employee (***) in the warranty department Dec 24th I would contact the BBB & the media and he escalated my case to ********************* which is the head of the warranty department. **** has called me once in December to have my mechanic run the same tests again, my mechanic sent him the results, no response from **** since. Ive called and emailed **** for an update because this is taking way too and no response at all. Also, LKQ had told my mechanic that they would compensate him for all the tests hes performed and they have not payed him. This is not what I expected to be dealing with. Ive spent over $10K dealing with this whole process and still spending more than I should for excessive oil and gas consumption. I would like this engine to be replaced or repaired at 100% LKQs expense for all the inconvenience and unresponsiveness. My mechanic needs to be paid for running those tests also. Resolution needed asap.Thank You
Business response
03/18/2022
Good day,
We're sorry you've had such a frustrating experience. A tech from my company will be reaching out to you to resolve this issue, if they have not already.

Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Customer response
03/24/2022

Complaint: 16855900

I am rejecting this response because:LKQ still has not contacted me nor resolved the ongoing issues. Their response to the BBB and myself is that theyll contact me and that was a week ago.

Sincerely,

Gian-*************************
Business response
03/31/2022
Good day,
After reviewing your complaint, I have confirmed that we paid $604.05 for parts and labor based on you warranty terms. This was completed on 9-9-21. I will not be able to assist you further.
Respectfully,
Customer Relations | **********************
500 ************************************************************************ 60661
Customer response
03/31/2022

Complaint: 16855900

I am rejecting this response because:The remanufactured engine that I purchased from LKQ has not been fixed or replaced. It still smokes when turned on and it still consumes oil and gas at a highly abnormal rate. This engine clearly was not remanufactured correctly and needs to be resolved asap. I submitted this claim in July 2021 and its now April 2022 and nothing has been done but tests requested by LKQ by my mechanic and he has not received payment for those tests as well.

Sincerely,

Gian-*************************
Initial Complaint
03/01/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an item at the LKQ location in ***************, ******* earlier today and I changed my mind and they refused to refund my money back because that requires a warranty and I was mind boggling response from the associate we cant take back the item because you didnt purchase a warranty them why give me a receipt and then I asked if the manager can explain it to me so you are telling me as a business you have to purchase a warranty to return a part which I never heard of and the advertising in the windows and the walls only says Worry Free is very misleading and then on the companys website it clearly says return are welcomed within 30 days of receipt. So I guess **** is better than them now.
Business response
03/01/2022
Hi *********,

We're sorry you've had such a frustrating experience. Could you please provide us with more information about where you purchased the part from -whether LKQ Online or a physical location? A copy of the invoice would also help to expedite the process.

Respectfully,
Customer Relations | **********************
500 ********************************************************************************** us why here...
Customer response
03/04/2022

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,

***************************
This is the best I can do for the receipt seemed oil must have gotten on it and diluted the the actual price which was $38.64 and price must have just increased as it was like $31.64 and I didnt want because it was cheaper on **** with the warranty included.

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