ComplaintsforQuality Auto Salvage LLC

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We initiated a parts purchase on May 23, 2024, we were told by salesman Brandon, the part was available, was told if money was wired transferred, we would have the part within 24 hrs. Transferred money almost immediately. After several phone calls, messages & conversations, it became obvious to us that we were *******. On June 25 th we asked for our money back. To date, August 2, no refund. Have spoken to several representatives, they keep saying that the transaction has to investigated. They obviously can not provide the part, that I no longer need. Representative, Conrad, requested refund to the billing team June 25th, supposedly. Again, to date, we have not received our refund. Refund amount is, $350.00 for the part & we had to pay $25.00 for the wire transfer, we believe they should reimburse us for the wire transfer charge, as we could have avoided that charge if we weren’t told that we would have the part within 24 hours. Simply put, we paid for a part, we did not get the part & we want our money back.

  Business response

  08/02/2024

  Hello Mr ******,

  Please give us your wire transfer, ***** or ******* details, we will proceed the refund as early as possible.

  Thanks for your patience.

   

  Customer response

  08/02/2024

  We did receive their email requesting details for a “*****” account. We replied back that we do not use ***** and they should just send us a check for $375.00

  Reviews for ***** are not favorable.

  Business response

  08/05/2024

  Hello Mr. ******,

  We have mailed the full refund what you paid us during the time of sale, attached is the check of $350.00. We do not cover any additional fees.

  Many thanks,

  ******

  Customer response

  08/08/2024

  Thank you. Finally seeing that we should be receiving a refund of $350 for the part that they were unable to provide is great.

  But the $25 wire transfer fee occurred because we were told that they had the part “in hand” and ready to ship the next day if we wired the payment to expedite shipment of the part.

  This was a flat out LIE. They didn’t have the part available at that time and still they still were unable to provide the part weeks later.

  so we believe that because of this ********** claim of having the part, we never would have wired the money and send a check instead and should be refunded the  wire charge of $25 also.
  

   

  Customer response

  08/13/2024

  
  Better Business Bureau:
  
  Just a note of appreciation for your handling of our issue with Quality Auto Salvage.  We have received a check for $350.00 written off an account under the name of ****** ***** *******.  We have deposited said check.  As you are aware we still feel they should be held accountable for the actions of their employed.  We were lied to right from the start, causing us to incur an additional $25.00 expense.  Their employee, Brandon, said he literally had the part in this company’s possession.  After receiving payment the part would be in my possession in 24 hours.  Instead we wait 6 or more weeks for a refund. We needed & wanted the part as quickly as possible, hence the wire transfer.  Then the back & forth, empty promises about the part going in the mail, promising tracking information, again for something they didn’t even have in their possession with obviously no intention of placing in the mail.  All the lies, Endless explanations for delays, off for the day, vacations, just plain no reply to messages.  ****** ***** *******, who I am sure is some sort of officer for this lame duck salvage company, should suck it up and write another check for $25.00.
  
  Again, thank you.
  
  *** * *** ******
  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called ********** **** **** ***** for a 2006 manual transmission for a Volkswagen Beetle they gave me a number to call which was Quality Auto Salvage in Elicott City Md. They said they had one with low mileage and they would need full payment before delivery I told them I could pick up and was told I couldn’t they deliver only then we processed the order over the phone.I was told that it would be delivered within 3 to 5 days that was February 7,24 when purchased.Was delivered at ***** **** ****** on ******** **** in Bowie Md.5 days later on March 1,24 I called Quality Auto Salvage to inform them that the transmission wasn’t needed and wanted to return it and to give him the contact information at the repair shop for any questions they might have.I was put on hold and transferred to someone supposedly customer service about the charge for return which was $310 25% restocking fee and another $700 for shipping charge return fee which would only allow me $81 refund.This is a **** unacceptable and disrespectful.This business needs to be shut down investigated and every person involved prosecuted to the fullest.I want my refund back immediately in full because of the rip-off tactics that this business uses on hard earned money working citizens like me and others that they have ****med that didn’t know how to do this.This so-called Quality Auto Salvage is a **** preying on the weak and vulnerable hard working people and they need to be held accountable for their illegal practices.

  Business response

  03/04/2024

  Dear Mr. *******,
  

  We acknowledge your order placed on 02/07/2024 for a 2006 Volkswagen Beetle/Bug Used Transmission MT, 2.5L. Our commitment was to deliver the transmission within 3 - 5 business days (excluding weekends).
  

  As promised, the transmission was dispatched, and on the 5th business day, 02/14/2024, it was successfully delivered to you via ******* ********* shipping company, with the Tracking #: ***********. 

  We received your call on 03/01/2024, which is 15 working days after the delivery date, notifying us of your decision to return the transmission. Unfortunately, no specific reason was provided for this return.

  To address your concerns, I recommend reviewing the contract signed during the time of sale (attached for your reference). On page 3, under Refund Policy, the terms are explicitly outlined:
  1. Restocking Fee: A 25% restocking fee may apply to parts returned that do not meet specified warranty criteria.
  2. No Returns for Testing Purposes or Incorrect Orders: Items ordered incorrectly or for testing purposes are not eligible for return.
  3. Warranty Period: Parts returned after the warranty period will not be refunded.
  4. Condition of Returned Parts: Items returned in a condition different from the original shipment may not be eligible for a refund.
  5. Responsibility for Return Shipping: Customers are responsible for return shipping costs.
  

  The total charge for the 2006 Volkswagen Beetle/Bug Used Transmission MT, 2.5L, was $1,221.00. This includes a 25% restocking fee ($305.00) and 2-way shipping ($700.00), along with a non-refundable credit card processing fee. As a goodwill gesture, we will exclude the non-refundable credit card processing fee, resulting in a refund of $216.00.
  

  Please note that we will process a refund only if the following conditions are met:

  a. The part bears our identifying mark.

  b. The part is unaltered, unmodified, not disassembled, not overheated, and undamaged.

  c. The customer possesses the original invoice.

  d. The part is not a custom body cut.

  e. The return occurs within 30 days of the original purchase date.

  We appreciate your understanding and cooperation in this matter. Should you have any further inquiries, please feel free to reach out.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Quality Auto Salvage for a grade A used auto part. After receiving the part upon inspection I found the part was damaged. I reached out to QAS about returning the damaged part and refunding me. They initially tried to resolve this by replacing the part but after the quality of the initial part I was hesitant to get another so I requested a refund. They verbally agreed but would not provide any form of documentation. After 4+ weeks of being told the person who handles this was not in the office or available I was finally able to get an email stating that they were sending the refund by cheque. That was on 12/4/23. I was patient due to the holidays and the possibility of staff being off etc. but I never received a refund. I reached back out to Conrad ****** who I have been working with during this process on 1/9/24 and he was trying to get me to go through my card company to get the refund, so I informed him I wanted the refund by cheque as was agreed upon. Conrad asked me to give him a day to see if this was possible and assured me he would notify me. After Conrad failed to contact me I reached back out he them proceeded to request another day to resolve this. After no follow up from Conrad was received I reached out again and now they will no longer take my calls. So without any further options I’m reaching out in hopes you are able to help with this.

  Business response

  01/12/2024

  Hello Mr. *******,
  We trust this message finds you well. We would like to extend our sincere apologies for any inconvenience you may have experienced. Your case has been brought to the attention of our Billing department, and we are working diligently to address your concerns.
  Upon thorough investigation, we regret to inform you that we are currently unable to process your refund through the original method of payment. The merchant account associated with the transaction is no longer active, preventing us from facilitating any transaction on it.
  To expedite the resolution process, we have consulted with our merchant services account department. Their recommended solution is for you to file a chargeback/dispute for the transaction in question. We kindly ask for your cooperation in this matter, as accepting the chargeback/dispute is the most efficient and expedient way to initiate the refund process.
  Regrettably, we are unable to issue a cheque or facilitate a wire transfer at this moment due to the limitations imposed by the inactive merchant account.
  We genuinely appreciate your patience and understanding during this challenging situation. Once again, we apologize for any inconvenience caused and assure you that we are committed to resolving this matter promptly.
  If you have any further questions or require assistance in initiating the chargeback/dispute process, please do not hesitate to contact Conrad, our dedicated Customer Support Agent, who will be happy to guide you through the necessary steps.
  Thank you for your understanding and cooperation.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sent us the wrong part so we contacted them and they set up a return and said we would be refunded when the part was returned and 45 days later and lots of time wasted calling and getting the run around from them on to why we havnt received our refund they have still withheld our refund money and refuse to refund us.

  Business response

  12/15/2023

  Hello Mr ************
  
  We sincerely apologize for the inconvenience caused. 
  
  We tried processing the refund to the original card used during this transaction, however we are unable to complete the refund transaction. 
  We reached out to our merchant processing bank to understand the issue, but unfortunately they were unable to identify what went wrong and they recommended to file a charge back. 
  
  Please call your bank and file charge back for this transaction for the amount $1985.99 we will accept the charge back, by doing this you will get your full refund back immediately.
  
  Thanks for your patience.
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/10/23 I sent a wire transfer to Quality Auto Salvage in the amount of $650 for a computer to go with an automatic transmission and V8 engine I purchased from them previously. The engine was supposed to come complete with the matching computer. However the computer did not get delivered as part of the engine purchase. After several phone calls back and forth and negotiating the company said they would send me the appropriate computer if I sent them the $650 more. The wire transfer from my Wells Fargo bank account is: 10/10 WT 231010-067142 Bank of America, N. /Bnf=Quality Auto Salvage LLC Srf# Ow*********94586 Trn#*********142 Rfb# Ow*********94586 650.00 Upon delivery of the computer it was determined that it was the wrong part as it was for a manual transmission. The engine I previously purchased was for an automatic. I spoke to both Chris and Brandon on 10/13 who assured me they would refund my money and I didn't even have to return the inappropriate computer. They have not done so and ignore my further phone calls. I just want my refund.

  Business response

  12/05/2023

  Dear Customer,

  We have escalated this issue to our billing team and we got a reply that they were unable to process this refund. This additional $650 came through wire transfer, our billing team do not have your wire details to return the money back. Please send any of the following details (**** ********* ****** ******* ******** *****) to [email protected] in order to complete your $650 refund.

  Sorry for the inconvenience.

   

  Business response

  12/11/2023

  Please find the attached screenshot, the billing department received the information from Customer on 12/06/2023 and the refund was processed via ***** to the given ***** details on 12/8/2023 for $650.00.

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20880823, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On August 19,2022, I contacted Quality Auto Sales to purchase a motor for my 2014 Ram ProMaster 1500. This is my work van and I depend on it to be able to work. Hanna Goodwin at Quality assisted me. She said that they had 3 motors starting at 39k miles up to 80k miles. I chose the 39k mile motor. I asked Hanna about the quality of the motor while on my cell phone in the licensed mechanics office that was going to do the work. Hanna Goodwin told me if the motor was inspected by a licensed mechanic and not acceptable, I would be able to return it and receive a refund on my credit card. AFTER I gave her my credit card info, including the credit card number I was sent paperwork to my phone to sign. I signed it and was told the motor would arrive in 10 days. I stressed that this is my livelihood and I need the motor within the 10-day frame time. The motor was supposedly in Maryland at the time of purchase, and I am in North Carolina. The motor didn't come within that time frame. Each time I called Quality Auto, I was given a different story about the delay in getting the motor and where the motor actually was. I give a tracking number Central Transport XXX-XXXXXXXX that never linked to any tracking data. I asked to speak to manager, and someone came on the phone and said that he was the manager. I told him I was tired of the runaround and not getting the motor. I also said I don't even think you guys have a motor and cancel the order, I don't want it. I immediately called Bank Of America to dispute the charge. As soon as the bank made the dispute claim, they shipped the motor to my licensed mechanic's business. The motor arrives and the mechanic said it was a greasy mess and refused it. Now, I am on the hook for $3496. I don't have the merchandise, it wasn't as described. This company is tacking on bogus storage fee, shipping charges and I have nothing. I hope that you can assist me in getting this company to do what is right. Thank you, Joe ******

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On November 8, 2021, I purchased a complete with turbo grade a used engine from quality auto salvage for 5400. I was told it was in stock and would ship within 48 hours. I requested tracking info when it shipped and was told I would get it. 3 days later I was told it shipped but no tracking info. I requested this daily but there was always an excuse but no tracking. Around 2 weeks passed and a lone turbo was shipped but no engine. Finally, after a month I contacted my credit card company and claimed fraud and they pulled the money back from them. Suddenly they started calling me claiming the engine would ship within a week and to send the money back. During our last phone conversation, I told them that with winter coming that I would not be able to install the motor within 90 days which was their warranty period. They agreed to extend the warranty to allow more time to get it installed but it wouldn't be an issue because it was a grade an engine. I agreed that with the extension of the warranty I would release the funds when it arrived. The engine arrived on December 8, 2021, and from the outside looked acceptable so I took it and released the funds. After getting the engine on the stand I found a crack in the timing cover, so I had to tear that down and fix it. I then have to rewire the entire engine as the grade an engine had its main harness cut. These repairs cost hundreds and took months to complete as everything is harder to get these days. I finally installed the engine in May only to find it had an internal knock and would have to come back out. I contacted quality auto salvage when I found this only to be told my 90 days are up and it's not their problem. There is no way this engine was tested grade a as the website said. I am seeking a partial refund. I was forced to sell the car as is to keep the payments up and lost 17000 dollars as a result of the knock. I only sold it after quality auto refused to make this right. A 50 percent refund at a minimum.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2011 Ford F250 bed from Quality Auto Salvage on 3/17/22. On April 24, 2022, they notified us that delivery charges were going to be an additional $2000 so I refused the order and requested a refund. I have emailed [email protected], [email protected], [email protected] and [email protected], many requests along with many phone calls.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have a 1989 Cadillac Eldorado and I fill up an application in the web that is send to multiple auto salvage. This one call me first and since is being real hard to find this parts the two rear air ride shocks absorber I proceed and make the payment for the amount of $312.00 to Hanna that is her name, the lady I talk to multiple times. Over and over she was supposed to send me pictures until is was obvious to me that they did not have the parts but Hanna will continue insisting that I wait for the pictures. Finally I send her a text asking for my refund which she agree to do immediately with no delay. Well I still waiting for my refund after again multiples text where she insist to me to be patient that the refund will be process by her finance department.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,i sent quality auto $550.00 on 3/23/22 for a hood for a 1991 mazda b2600i. ,i have talked to hem a number of times and they keep giving me the run around,i could not get them to send my part so i asked for a refund and have been trying to get my money back since.here is the info from my receipt to help you get my money back for me. Purchase date. 3/23/22 ************************************* Thank you for your help Billy ******

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