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Business Profile

Used and Rebuilt Auto Parts

Ground Up Motors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Ground Up Motors's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/28/24 i purchased a glass kit from this company. I was advised that this item would be shipped directly from vendor but not until after I made the purchase. In ******************* I made several phone calls and inquired about this item. I was told it was to ship by end of January. On January 31st I received an email stating item was set to ship end of January beginning of February. On February 4th i received an emailed stating item should ship out by end of day tomorrow. I called to cancel the order on February 19th. Over a week later and still no refund. This is not the way to do business and I'm just looking for a full refund.

      Customer Answer

      Date: 03/12/2025

      I have heard nothing from the company in regards to the complaint. I asked numerous times for a refund and I kept getting the same answer. They can't cancel the order even after 5 months of no product. I finally did receive my order after numerous promises the order was gonna ship. I own a business and I would never treat my customers this way.

    • Initial Complaint

      Date:06/29/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order# ******** * Item# *********. Part Cost - $114.99 + 8% tax + 16.79 shipping = Total $142.32 I ordered a brake kine kit from this company, and the part did not fit, as it was for a different year model. When I received the package, the lines weren't taped together, like new - just thrown in the box. Not paying much attention, I returned the parts to the company. After several weeks and several phone calls with several people, I was informed that the parts were deemed used because they appeared to be installed and the tag was dirty. Though I asked for pictures to confirm this, I did not receive them. I was advised that the parts didn't come from them but rather from their supplier's warehouse directly to me. In addition, if I wanted to receive them back, I had to send the company a shipping label for them to ship to me, and I needed to call the supplier directly to ask for a return. This is unacceptable; ***** sold me the parts and should stand behind their products - whether their own or items they sell on behalf of their suppliers. I have spent thousands of dollars at this company and should be considered a trusted seller; instead, they take my money with great service and great response, yet take weeks and determine what to do with returns in a situation like this and push the accountability back to the customer, not the supplier. I am looking for a full refund for this part, and all other parts returned, not credit as the company is attempting to do on other parts returned, as I will no longer be doing business with this company. Info from order on website - tracking # for the brake lines was not provided, shipped direct from ***** supplier 1969 ******** Front Brake Lines, 5 Pieces, Power Disc, Stainless Steel: CKT6903S Part #: ********* | Manufacturers Part #: ********* ****** ******** Shipped on 02/09/2023. Tracking #****************** 1 $114.99 Feel free to contact me for further information regarding this matter.

      Business Response

      Date: 06/29/2023

      Although ****** has made some valid points about how we could have handled the situation better, we acknowledge that mistakes can happen and learn from them. Nevertheless, we believe that we have offered a just and reasonable resolution to the customer's concerns and will be issuing refunds for the eligible items. We wish ****** all the best with his restoration endeavors. 

      Order # ******* 
      Item *********: Refund Pending after reinvestigating the product
      Part Cost 114.99 (No tax was charged for your entire order) and we supplied a return label for sending parts back to us so we will not be refunding any additional shipping. Additionally this was an online order so you unfortunately ordered the incorrect item. We fulfilled the order based on what you ordered. None the less we still paid for return shipping. 

      Item ********: Refund Pending

      Item AIT-****: Damaged/Altered from original shipping condition no-longer refundable
      Customer had started to take apart the Alternator and stopped midway through and returned it. As a result the Alternator was not repairable and customer was presented the option to provide a shipping label to have it sent back or we would field destroy the product on the customers behalf. This is in accordance with our policies that products need to be returned in the original shipping condition for a refund or exchange and that all return shipping is the responsibility of the customer. Images attached outlining the damaged product. 

      Order # *******
      Item ******** Refunded with a 25% restocking fee due to product damage
      ******* (Starter Motor) was returned to us with one of the attaching bolts being bent. It was repairable so we did this, to offset the time spent doing the repair and repackaging we applied a 25% restocking fees. 

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