Additional Information for Quality Auto Salvage LLC

BBB files indicate that this business has a pattern of complaints concerning:

Customer Service-Some consumers alleged an inability to reach the business or receive a response for various issues they had.

Delivery Issue-Consumers alleged issues with delivery issues regarding receiving wrong product, issues with returning product, for the correct product ordered. 

Refund/Exchange-Consumers have alleged issues in receiving product that was returned. 

On 03/26/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints.

As of 03/27/2024, Quality Auto Salvage has advised of the action plan being put into palace to avoid similar issues:

We acknowledge our responsibility in rectifying these shortcomings and are committed to taking proactive measures to improve our operations. To this end, we have devised a comprehensive plan to address the root causes of these complaints and ensure a more positive experience for our customers moving forward.Our proposed steps include:

1. Enhancing communication channels: Implementing a dedicated customer service team to address inquiries and concerns promptly. This team will be accessible via multiple channels, including phone, email, and online chat.

2. Quality assurance procedures: Strengthening our quality control measures to ensure that all products and services meet the highest standards. This includes thorough inspections of salvaged auto parts and rigorous testing procedures.

3. Streamlining order processing: Revamping our order fulfillment process to minimize delays and errors. This involves optimizing inventory management systems and enhancing coordination between departments.

4. Improving customer support: Investing in ongoing training for our staff to enhance their product knowledge and customer service skills. Additionally, establishing clear protocols for handling customer complaints and escalations.

5. Transparency and accountability: Implementing measures to keep customers informed throughout the service or purchase process. This includes providing accurate estimates for delivery times and promptly addressing any issues that may arise.

We understand that rebuilding trust takes time, and we are fully committed to earning back the confidence of our customers. We appreciate your patience and understanding as we work diligently to implement these changes.

Please be assured that we will closely monitor our progress and welcome any feedback or suggestions you may have along the way. Your satisfaction remains our top priority, and we are dedicated to delivering the quality service you deserve.

BBB will continue to monitor the nature of complaints submitted about this business.

On 3/26/2024, BBB initiated an investigation into Quality Auto Salvage to research the numerous unanswered complaints on their business file. Most of the unanswered complaints allege delivery and customer service issues.  As well as refund/exchange issues. 

BBB successfully made contact with the business to discuss investigation concerns, and has advised that they have a plan of action for the alleged issues.  Their proposed steps include:
1. Enhancing communication channels: Implementing a dedicated customer service team to address
inquiries and concerns promptly. This team will be accessible via multiple channels, including
phone, email, and online chat.
2. Quality assurance procedures: Strengthening our quality control measures to ensure that all
products and services meet the highest standards. This includes thorough inspections of salvaged
auto parts and rigorous testing procedures.
3. Streamlining order processing: Revamping our order fulfillment process to minimize delays and
errors. This involves optimizing inventory management systems and enhancing coordination
between departments.
4. Improving customer support: Investing in ongoing training for our staff to enhance their product
knowledge and customer service skills. Additionally, establishing clear protocols for handling
customer complaints and escalations.
5. Transparency and accountability: Implementing measures to keep customers informed throughout
the service or purchase process. This includes providing accurate estimates for delivery times and
promptly addressing any issues that may arise.

BBB shall continue to monitor this company for further developments.