ComplaintsforClassic Industries Parts & Accessories Inc

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint Details I purchased a set of car seats from Classic Industries and when they arrived, they were too small. I sent an email requesting an exchange for bigger and more expensive seats. On their website, there was no mention of size so I assumed they would fit my classic car. I paid shipping for this purchase of $180+. **************** told me I had to pay the $200 shipping to send them back for exchange. I think they should have paid the return shipping as there was no mention of sizing in the add. They said they will not pay return shipping on internet purchases. The seats were $630 online and my having to pay the return shipping is unfair and they should care more about their customers vs. their bank account.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a window wiper transmission for a 1981 firebird on March 25th. it came in and would not work on the car, I contacted classic industries they sent me a RA to send it back. I sent it back on April 10th **** i have still not received a refund. i have contacted classic industries abut this issue and they said they were going to refund me. I have talked with *************** several times about this issue and she keeps telling me i will receive it in 3 days. That was abpout two weeks ago and i have not received a refund yet. All I have been getting is a bunch a excuses. she says it has been refunded but it has not shown on my credit card. this has been going on for two months.

  Business response

  05/31/2024

  Dear BBB, 

  We provided the customer with a *** return shipping label on 4/11/24. The carrier picked up the product, but unfortunately, the carrier lost the merchandise, and it was not returned to our facility. When the customer contacted us on 5/16/24, we became aware of the loss and filed a claim with the carrier. In the meantime, we refunded the customer using the original form of payment.

  Typically, credit card refunds take about three business days to be reflected on a customers account. In this case, however, the customer informed us on 5/30/24 that he had canceled his credit card due to fraudulent activity on his account. Our records show that the refund was successfully transferred to his original credit card, and we have provided the customer with proof of the successful transaction. Normally, in such situations, banks would forward the funds to the new account without issue. 

  At this time, we cannot undo the refund transaction as the funds have already cleared from our account. It seems the customers issue would be with his financial institution, as they should be able to account for what happened with the funds.

  We are happy to assist the customer or his bank with their investigation into the transaction. Either party is welcome to contact us if they would like assistance with this. 
  

  Sincerely, 
  Customer Care Team

  Customer response

  05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order for a center console for a 1964 Chevrolet impala. Part# ******* Order# ******** i received the part on monday 4/29/24. After inspecting the part, i noticed both compartments of the center console do NOT close flush. The main door sits up a lot higher then its supposed to. The second compartment does not close at all due to it shutting on top of the existing console. I went on classic industries website under contact us and sent a email and attached pictures. (Ticket# **********) Nobody got back to me after a couple of days so i called classic industries. I was told i needed to take apart the center console and take parts off so that it closes better. They said it still will not close flush but will close better. After spending almost $700 dollars i dont feel it is right for me to have to pay someone to modify it for me. Resolution **** said they would call me the following day and let me know if they have one thats not defective. Nobody called me so again, i call myself. I spoke with **** and he said the center consoles are not defective and thats just the way they come. He stated they get a lot of calls about them but they are not defective, they just dont close right. My vehicle is at a shop and i have to get it out by friday 5/3/24. I was trying to get a replacement by then but im getting nowhere. The website does not mention the console being defective or that it needs work done to it after purchase.

  Business response

  05/03/2024

  BBB, 

  We were able to find consoles in our inventory that did not have the issue that **************** was concerned about. As of today, May, 3rd, we have contacted him and offered a return shipping label and a replacement console. We are waiting to hear back from our customer to determine the next steps, as he was waiting to hear back from his shop about the status of the car. 
  

  Once we know what the customers preferred resolution is, we will gladly take care of our customer. 
  

  Sincerely, 
  Customer Care Team
  

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dash pad from part#TM2551001. The fit isn't even close. Also, there aren't any pre-drilled holes for mounting the dash pad. The supervisor, named *******, said that I have to pay return shipping & they don't guarantee their product. It's not appropriate for them to force me to incur extra expense and they fail to stand by a product sold on their website. The customer service rep confirmed that the product is supposed to fit the ************ of my truck.

  Business response

  04/29/2024

  Hello Better Business Bureau, 

  It seems there may have been some misunderstandings regarding the product and our return policies. The dash pad that was purchased was a custom, aftermarket unit, noticeably different from the design of the *** dash pad. As a custom part, its very common for the installation methods to be unlike those of the original unit, and in this case the installer would have to drill holes in the product to complete the installation. This is considered normal for a custom product like the one purchased.

  While we do stand by our satisfaction guarantee, not all returns are eligible for a complimentary return shipping label. In this case, we have reached out to the customer and provided a shipping label to ensure his complete satisfaction. As of today, 4/29/24, we are actively communicating with the customer to learn more about the issues he had so we can provide any kind of support that we can. We are happy to accept the product back if the customer doesnt want it, or, alternatively, wed be happy to provide additional guidance if thats what is needed.

  We will update when the matter is 100% resolved. 

  Thank you, 

  Customer Resolutions Department

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a one piece headliner for 1968 Firebird and had it installed. A few pieces were not fitting. I Let the company know and they stated that the product they were selling me does not fit my car. The part number in their catalog was wrong and that there was not one available for my vehicle. They stated that I needed to have the product uninstalled and destroyed to get my money back instead of providing the parts to Finish the product that I already paid to have installed. so in order to get my money back, I have to eat the money to have it installed and uninstalled and take the risk of injury to destroy it. The company is still selling this product for the vehicle. It does not fit to date.

  Business response

  03/07/2024

  Dear BBB, 

  The customer informed us that the product manufacturer, TMI, had updated the application information for the item in question. Apparently, TMI had revised the product to not cover the customer's application, and this was the first time we were hearing about the product update. 

  After consulting with our in house research and development team, and the manufacturer, we contacted ******** on 3/1/24 and proposed a simple solution that should have resolved the fitment issue he encountered. We suspect that other consumers had employed this same tactic to achieve a satisfactory product installation. 

  As of today, 3/7/24, we have not heard back from the customer about whether or not the proposed solution had corrected the issue. At this point, we would assume that the matter has been resolved.

  Additionally, we have updated our product offering prevent future customers from encountering the same issue that ******************** had. 

  Thank you, 
  

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

• Initial Complaint

  10/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered backordered parts from them in early august with a banner on their webpage saying arriving soon, it is almost November and they still haven't all come in, its false advertising.

  Business response

  10/25/2023

  BBB, 
  The customer ordered a set of upholstery for his vehicle in August 2023 but the upholstery was out of stock at that time. We have had this item on order with the manufacturer since March 2023 but the shipment hasn't arrived as yet. We checked with the vendor and learned that the product should arrive at our warehouse on or before November 10th. Once the item arrives, it will be shipped directly to the customer as long as the order is not canceled in the meantime. Original style upholstery generally takes 4-6 weeks to deliver, but recently, the factory has been taking longer than expected. The term "Coming Soon" specifies the item is on order and expected to arrive soon, nothing more. We do not guarantee exactly when the item will be available to ship due to the factory's production scheduling, delivery, and other factors. The customer's accusation of "false advertising" does not apply to this scenario. We make every effort to be transparent with customers who place orders for products that are not in stock at the time the order is placed. Additionally, we do not charge customers credit cards until the product(s) are in stock and can be shipped. Once the item is shipped, we will consider the matter resolved. 

  Thank you, 

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

  Customer Experience Manager

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a head liner through the classic industries website for a **** 2 door ***** Nova. Invoice #******** and part #A7150201 on 9-01-2023. In the description it says ***** Nova HDLNR/SP/SV BLK. We had to wait a week for our guy to install it and he does this for a living. Our guy contacted us informing that the head liner does not fit. I contacted classic industries to inform them and the rep said that they dont have one to fit that model. Gave me a number to give **** Found out they wanted me to pay for shipping to have it returned. I called again and the rep said I got approved for them to send a shipping label and it will take a few days. Still havent received a shipping label several day later so I called again and this rep said they are backed up. Also they might take money out for the shipping label. I told him that I should not be charged due to their product does not fit. He made it out like yes it does. As I have read the complaints through the BBB this seems to happen a lot. This company need to be accountable for their misrepresentation. If this dont work I guess Ill have to go to the news next!Thank You

  Business response

  11/07/2023

  BBB, 
  Our customer representative reached out to ********************* and resolved the issue with a full refund for the product. We are in the process of reviewing the part to determine what the problem was so we eliminate the possibility of other customers having the same issue. We appreciate the customers cooperation in helping us resolve the issue. We consider the matter resolved at this point. 
  

  Thank you, 

  *********************
  Customer Experience Specialist

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed a order on 4/12/2023 invoice #******** , ordered 1 qt of red rustseal and 1 qt of black rustseal when I opened the can of red rustseal it was hard and not a liquid called the *** told them of the problem they said they didnt have any more red rustseal they had problems with it and would send a can of black to replace it and they didnt want it back throw it away, when I used there black I cleaned the surface with wax and grease remover and folllowed the directions on there cans the next day the product started to flake and peal off I called the *** told them of the problem and was told that a refund would be issued for the amount of $96.60 called on 8/16/23 and asked way no refund had been issued and was told that it would not happen because of wrong preparation which is not correct , I have a car restoration business and use other products like theirs all the time this is not the case of wrong preparation but bad product, thank you ***********************

  Business response

  08/18/2023

  Dear BBB,

  We received the complaint from ******************** regarding the recent purchase of Rustseal on invoice # ******** on 4/12/23.  We regret that there were quality issues with the purchase and issued a full refund to the credit card on file. We will notify the manufacturer concerning the issue that was brought to our attention. ******************** requested a refund and we have accommodated the request. Please allow up to 3 business days for the refund to appear on his account. We now consider the matter resolved. If there are any other concerns, please let us know

  Thank you,

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

  Customer Resolutions Department
  

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

   

   

   

   

  Customer response

  08/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on Tuesday evening 8/2/2023 and ordered 2nd day air. We were charged $44.20 shipping and $9.95 rush fee. When the package didnt show up on Friday 8/4/2023 we checked and found out it isnt scheduled for delivery until Monday 8/7/2023. The site should explain that 2nd day air may mean 5 days.

  Business response

  08/09/2023

  To BBB, 

  We received the complaint and regret that the order didn't arrive on the expected date. According to the complaint, the order was placed on a Tuesday, but in fact the order was placed on Wednesday, Aug 2nd in the evening. The order was packaged and shipped the following day on Thursday, August 3rd. Since the order was 2nd Day Air, the order did not arrive until Monday Aug. 7th (2 working days according to *** schedule). Weekends and Holidays are not considered working days and therefore the order was not delivered until Monday, Aug. 7th in accordance with *** policies. However, in order to resolver the issue, our customer service representative refunded a portion of the freight charge. The customer seemed to accept our resolution so we consider the matter resolved.

  Thank you, 

   *********;Pummel

  Customer Service 

   

   

   

  The order was actually placed on Wednesday after 10pm it shipped on time on Thursday and was delivered on time on Monday.  The account is in his wife's name, ********************  Account # *******, invoice# ********.  We did give a partial freight refund of $24.25

   

   

  Customer response

  08/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 29,2023. I purchased a $6.95 part at check out it gave the option of overnight for $24.95. After I made the purchase I got the receipt it said I was charged $66.00 for overnight and a $10.00 international fee I called customer service. They were rude and not helpful I then get a email from *** that my package will be delayed 3 days. With no reason I called back customer service to speak to another unhappy person that said not our problem The part is a small round plate that weighs half of a pound if that.

  Business response

  07/08/2023

  We have received complaint ******** concerning Invoice # 14981305. The shipping amount charged was $66.90 (overnight delivery), plus a $9.99 rush fee. We did not see where the shipping fee could have been $24.95 for overnight delivery, perhaps **************** was looking at 2nd day, or 3-day delivery which would have been a lower price. However, the order was delayed by *** and did not reach **************** on time. Therefore, we contacted *** and filed a complaint on the customer's behalf. *** admitted the error and offered to refund a portion of the freight charge. Therefore we will be refunding $33.90 plus the $9.95 rush fee for a total of $43.85.This credit should show up on ******************** credit card within 10 days. We apologize for this inconvenience,
  Thank you, 
  *********************
  Customer Service

   

*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. ↩