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MARS Auto & Truck Parts complaints

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3456 Easr Waterloo Road
Akron, OH 44312 | Get Directions

(866) 321-6277

http://www.swaptheuniverse.com

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Total Amount in Dispute:
$2,400.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against MARS Auto & Truck Parts closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against MARS Auto & Truck Parts

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10/28/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,400.00 Amount Settled: $0.00

Customer Complaint

10/15/2024

Order was placed 3/20/2019 for $5,477.37 . Order shipped from Mars Automotive Oct 23, 2019. Initial inspection found a loose bolt on the oil pan, which was a simple tighten and torque. Reached out via messenger to Mars, have documented proof of the conversation. Engine was missing the power steering pump reservoir which was rectified by MARS. June 2024. Car restoration was completed. $40,000 total investment. Drove the car 119 miles in total, max RPM reached-4700, max speed-77mph on the highway, logged via Dakota digital gauge cluster. Lost oil pressure randomly one day, shut the car off, towed and performed horoscope camera inspections. found a shop towel in my oil pan/pickup, from the oil pan swap completed by mars. Further inspection revealed half the windage tray bolts were loose also. After speaking with Bruce (owner) about the workmanship issue, there is nothing Mars is willing to do to rectify this. Understandably my engine is out of warranty, but being a workmanship issue, it cost me thousands of dollars on top of my purchase to fix their mistake. Between machining, rebuild and replacing damaged parts. Have documentation and receipts of rebuild from machine shop. Next issue- nearly half of their Facebook reviews are FAKE, which gives a misleading review to potential customers. This is unethical and as a business page should be fixed immediately! Resolution Sought First- remove ALL reviews not pertaining to their actual business. Second- Acknowledge the quality of work issue and make right on the damages I had to pay to repair out of pocket.

Company Response

10/16/2024

The customer had possession of the engine for over five years before the issue was discovered. Our stated warranty is 30 days. I don't believe any other business would honor any warranty claim more than 5 years after the warranty had expired.

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