ComplaintsforClassic Industries Parts & Accessories Inc

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product was defective

  Business response

  03/16/2023

  Hello BBB,

   

  Our customer service agent spoke to the customer and issued a refund on March ********. 

   

  We consider the matter resolved at this point. 

   

  Thank you

   

  Customer Service, 

   Classic Industries

• Initial Complaint

  02/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in January of 2022 order #******** for item numberTF100190-57 210 2 DR *** UPH IVORY/CHAR. I was not able to use the product until January 2023 due to waiting on other parts that were on back order due to supply issues. I called and sent pictures on 1/28/2023 to inform Classic Industries that the cover was 1/2 inch short. The told me that they would contact ******** and it would take 3-5 days for them to respond and call us back. On 2/4/2023 I was once again told that they had to contact ******** and once again not one called us back. On 2/13/2023 I called once again and ****** saw that this has been an issue for over 10 days and she put me on hold, so she could discuss with the ********* rep that is at Classic Industries and she informed me that someone would be calling by the end of the week and once again no one called. On 2/18/2023 I called and informed ******************* of what had happened in the past and he basically called me a liar in regards to ****** speaking to the Car's Rep. I am not sure what to do at this point. I am beyond frustrated with the fact that no one follows up with this situation. You would think that if Classic Industries did not hear from Car's that someone would contact them. But no the customer has to continue to waste their in making phone calls just to find out that know one knows what is happening and I am tired of being told that the vendor has 3-5 days to respond when it has been 21 days since my first phone call. I feel that at this point someone higher than the customer service rep should contact me.

  Business response

  02/22/2023

  Dear BBB, 
  
  Our customer service agent contacted **************** regarding the issue he was having with seat upholstery. We are sending a replacement as requested. 
  We hope issue will be resolved, but we will continue to help with any additional issues should they arise. We encourage *************** to contact us directly should he need additional help with the products. 
  We will consider this issue resolved once he receives a replacement and the installation is successful. 
  
  Thank you,
  
  *********************
  Customer Service 
  ********************
  
  

   

   

   

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/23/22 Oil pump primer $25.99 Oder this part for my mercury cougar This item was incorrect in there magazine Called many times for a return slip but just being ignored

  Business response

  02/22/2023

  Dear BBB, 
  We have refunded the part to ******************************** 
  The item ****************** ordered, was not meant to fit his vehicle as is clearly outlined in the description. 
  We would advise ****************** to investigate the products before ordering in order to avoid these type of issues. 
  We consider the matter closed at this time. 
  
  Thank you, 
  
  *********************
  Customer Service
  ********************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a radio dash insert for a **** GMC truck, order #********. The parts ordered were the radio dash insert and a delete plate for the heating controls. The dash insert is listed on the website as fitting 1964-66 GMC/Chevy trucks. The part was delivered 12/1/22. I took it to my shop and placed in it the vehicle. many aspects of the part appeared incorrect(too large, metal bends were not all in correct places, does not follow the line of the dash, ashtray was 2-3 inches wider than existing part, etc. I called Classic Industries and got a customer service rep. I was told if the part didn't fit to take photos and measurements and email them to customercare. I did this on 12/1 in the evening. On 12/2 I placed a call to follow up and confirm they recieved my email. The customer service rep on the phone was quick to state that my email would take at least 3-5 days to be reviewed but it was pointless to do so if the part didn't fit. I asked why the part didn't fit and attmepted to get clarification( I was wondering if the dash style has slight variances etc). The rep stated they sell a ton of these parts and nobodoy has ever had any issues. He stated that he was not about to launch a full scale invesitagtion into why I couldn't get the part to fit in my truck implying it was user error. I had to individuals helping me build the truck look at the part(combined 80+ years experience building classic cars who both agreed it would not fit without extreme modification. I attmepted to ask the rep if the part was intended to be modified or if it was plug and play. He again stated that the conversation was pointless because I couldn't get the part to fit and refused to explain why it is marketed as a direct for for **** GMC trucks when it is not. The only answer I got was if it doesn't fit I can contact sales to initiate a return. Absolutely no explanation whatsoever. So at this point I ordered a part that was advertised as a direct fit, waited for delivery, paid ~$25 inshipping charges and customer service can't give me any answer except implying that I don't know how to install the part. Awful experience. I do not know if I will get a full refund or credit or if they will reimburse me for the shipping I paid. I wiould never use this company again.

  Business response

  12/03/2022

  To BBB,
  
  We received the complaint concerning ******************** issue with part number #T70902 on invoice 14633469. 
  We will have our customer service representative reach out to **************** as soon as possible. 
  We are reviewing our inventory to determine if the wrong item was sent. However, it is possible that the original dash was modified at some point which could cause the replacement to fit incorrectly. 
  In any case, we will offer *************** a full refund for the part once it is returned if we find the correct part was sent.
  This item is for use with the 1964-1966 ***** and GMC pickup trucks, so we don't have any other solution but to refund ******************** funds once the item is returned if it's determined to be correct for the vehicle. 

  
  Thank you, 

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

  Customer Resolutions Department

  Customer response

  12/05/2022

  The dash has not been modified.  The piece sold to fit a **** GMC does not fit, plain and simple.  After doing research online over the weekend it appears that a **** C10 dash is different from a **** GMC dash(C10 is flat while GMC has a hump that goes over the dash gauge cluster).  The ashtray for the C10 is 6 inches wide while a GMC ashtray if 4 inches wide, the bends of the dash are also different.  This part is marketed as fitting a **** GMC which is false.  Instead of admitting their mistake the seller wants to deflect and make it seem as though I(the customer) was wrong and either don't know what I'm doing or my vehicle was modified.  Ridiculous.  Terrible customer service.  A product is being falsely marketed and when it is brought to their attention they deflect.  So the solution is now that I need to repackage the product, take it to a shipper and return it?  I am inconvenienced because the seller does not state on their website that the part does not fit a **** GMC.  Had they simply stated "may not fit GMC models" as some other products online state then I would not have ordered it to begin with.  I also have not been contacted by the seller.  

  Business response

  12/08/2022

  Dear BBB,
  
  
  Our customer service representative made contact with **************** on 12/7/22. We have issued a full refund for the product and the shipping cost, and *************** was satisfied with this outcome. We regret that he had an issue with the part he purchased, but consider the matter closed at this point.

   

  Thank you,
  
  
  *********************
  Brand Manager 
  Classic Industries 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a brake booster for my classic car. All specifications were stated. When I received the brake booster, it did not fit my car. I contacted Classic to get a return label. I was told I have to pay to ship it back. I was out over $100.00 shipping both ways for a part that did not fit. Bad business in my opinion. Next problem; I ordered a special order a/c upgrade with all my cars specs. After a couple months, I got my stuff. Nothing really fit. Looked like generic parts. We managed to improvise, and got everything on the car, but, the condenser. When we pulled the condenser from the box, we discovered a s**** holding the hose in place, had penetrated the condenser. After contacting Classic Ind. , I was told I would be contacted by the vendor. I was contacted by the vendor to tell me they received my complaint. A month later, still no follow up. I believe the people in ********** have no idea what customer service is. I dont understand how they have been in business so long. I guess suckers keep ordering. VERY UNHAPPY WITH CLASSIC INDUSTRIES! Suggest no one uses them, ever..

  Business response

  12/02/2022

  To Better Business Bureau, 

  We have made contact with ************** and are addressing the problem. We intend to get it resolved as soon as possible.

  Once the issue is addressed, we will consider this complaint resolved to ****************** satisfaction.

  Thank you, 

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

  Customer Resolution Department

  Customer response

  12/02/2022

  
  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

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a window they sent the wrong window I sent it back canceled the order. They sent another window when they got the other one back I called them and told them I canceled the order and the gentleman told me when I get the window take a picture of it broken and send them a copy and they will refund the money I did all that and still have not got my refund back of $92.14 can you please help.Thank you

  Business response

  10/14/2022

  Dear BBB, 

  We have received the complaint filed by ************** and understand the issue. Our customer service department verified ****************** complaint and have issued a refund to him in the amount of $92.14 as requested. The refund may take up to 3 working days, so please check the credit card statement to ensure the refund was credited back to the credit card. If there is any other issues we can resolve, please let us know. 

  Thank you, 

   

  Classic Industries 

  Customer Experience Team Member

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased a headliner kit from classic industries far a Christmas present The car was in the body shop waiting to get painted (june 4 th). I was advised to put the headliner up before the glass was re instead ( easier and can pull it tighter with the front and rear glass removed). When we opened the classic industries headliner kit the sail panels were defective. I called classic industries and they said they would NOT warranty them because of the length of time(Christmas to June)I purchased another set of sail panels and they too.were defective I sent the second set of sail panels back as directed and was told I would receive a $65.00 refund Now today I received another set of sail panels from the manufacturer ACME AUTO I told classic that I cant use the headliner kit because the sail panels were not to standard for a show car standards and that I had no choice but to not use the kit and build custom headliner I was told that I would receive a $65 refund No refund and stuck with sail panels thats a C quality vs JUNK

  Business response

  08/05/2022

  To BBB

  We received the complaint from *************** concerning the material for the interior sail panels. We regret that we were unable to satisfy the customers quality requirements.  We replaced the sail panel material, but unfortunately, the quality is not up to standard as was stated in **************** complaint. After careful consideration and review, we are refunding both the headliner and sail panel material back to the accounts they were originally purchased on. We will not ask for any return of merchandise. We welcome **************** to keep the headliner and sail panel material for any trouble this issue has caused.  We tried to contact **************** by phone and email, but this far, received no response. We now consider this issue resolved and look forward to serving **************** in the future. 
  

  thank you,

   

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

  Customer Service 

  Customer response

  08/05/2022

  the headliner was 189.99

  but because of your help I will take what I got  and run

  I understand that ********** uses common core math

  thanks again for your help

  i will never use this company again

  Business response

  08/10/2022

  Dear BBB, 

  
  We are disappointed to hear that **************** is still not satisfied with the outcome. We refunded the amount of the headliner kit, and the sail panels to the original credit cards that were used for the purchases on 8/1/22. We did not ask **************** to return the merchandise, and he's welcome to keep the headliner and sail panels with our compliments. Unfortunately, we are not aware of any company that manufactures this item specifically for a "show car", but we've never had issues with the quality of this particular product in the past. As we've already refunded the entire amount to their respective credit cards, we feel we've done all we can to help ****************. We've gone above and beyond to try to resolve this issue. Were open to answer any questions or provide additional information if needed.
  
  
  Sincerely,

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

  Customer Service
  

  Customer response

  08/29/2022

  
  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,
  
  *********************
  
    I hate that I had to get the BBB involved to settle this matter.  
  All  the previous responses was too long no refunds

  and I stand by my opinion that these panels are total junk

  what I took out 50 years old was better shape 

  too bad you cant restretch the old cloth

  
  thanks for all your help 

  ********************;

  
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/2/2022

  Business response

  07/02/2022

   

  Dear BBB,
  

  We received the complaint filed by ********************************** concerning a customer service issue. Mr. ********* placed on order April 5th, 2022 and only received 1 of the 3 items on the order. Part numbers T70487, and ***** are on backorder from invoice #********. These items are currently out of stock due to continuous supply chain issues related to Covid 19. The items he ordered are manufactured overseas and we have been unable to obtain an estimated time of arrival. We are hopeful it won't take much longer, but we can't guarantee a time of arrival and therefore we will not quote a fictitious date. We are glad to inform Mr. ***************** soon as we receive information on the time frame, but we can't determine how long it might take at this point. Since the items on backorder have not been billed to ************************** credit card, there isn't much more we can do except offer to take back any items he *** have purchased from Classic Industries in the recent past that *** have affected his restoration project. We are doing all we can to get more information, but as of July 2nd, we have not heard back from the overseas vendor concerning these items. If we can offer anything additional, we will reach out to Mr. ********* directly.

  Thank you,

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

  Customer Service
  

   

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have order materials from this company and have been promised delivery on the product ************ In 2021 I was told of five different delivery dates.The original order was placed on January 1 2021.This year I was told delivery would be in March then April now saying possibly the in of may

  Business response

  05/06/2022

  BBB 

  
  We have reviewed the complaint by ************************** and our research shows that he ordered an upholstery set for a **** Camaro in Camel Tan on 10/22/2021 on invoice number # ********. 
  
  This upholstery set has been on order with the manufacturer since March of 2021. It is an item we normally stock and keep on hand, however, the manufacturer is over 1 year behind on filling orders. We do our best to fill orders as quickly as possible, but due to material and labor shortages, we can only estimate the time of arrival. Unfortunately, because we're not the manufacturer of this product, we can't offer a specific ETA at this time.
  The information we offered to the customer is in good faith and based on information we receive from the manufacturer. Additionally, we do not charge for items we can't ship, so the customer was not charged for this item.
  When the item arrives, we will contact the customer to determine if he still is interested in purchasing the upholstery set.
  
  We apologize for any delay, 
  
  Sincerely, 
  
  *********************, 
  Customer Service Tell us why here...

  Customer response

  05/07/2022

  the correct order was placed on January 1 2021 the order # is 13567626 

  unfortunately I have to get the BBB involved. Classic industries has been giving me the same answer over and over with no follow up.

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

   

   

  Business response

  05/07/2022

  BBB,

  ************************** is correct that the original order was placed on January 1st 2021. We are making every effort to find out when the factory can deliver, but due to COVID19 and supply chain issues, we can only pass along information that we get from the manufacturer in terms of an estimated arrival date. We understand the frustration this issue has caused, but we are in constant communication with the factory concerning this issue. In the meantime, our customer service agent will reach out the ************************** to discuss alternate resolutions.

  Sincerely,

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

  Customer Service
  

  Customer response

  05/09/2022

  
  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

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a package, my package was missing components and I called to get them sent separately. The tech on the phone told me I was wrong and refused to send items that it claims are included. I then posted a review and was told to reach out to their review team and that also got ignored.

  Business response

  03/24/2022

  To BBB,

  We received the complaint from ******************. We regret that he had issues with the person he spoke to in regards to the parts that were missing from his order. Our agent reached out to ****************** by phone today (3/23/22). We believe the issue was resolved to ********************** satisfaction. Our agent assured him that we will ship the missing components as soon as possible. Once ****************** receives the missing parts, we will consider this complaint resolved. 

   

  Thank you, 

  Classic Industries

*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. ↩