BBB Accredited Business since
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This company offers restoration parts for Ford Mustangs for year models 1979 through current.
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A BBB Accredited Business since
BBB has determined that Latemodel Restoration Supply, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Latemodel Restoration Supply, Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Type of Entity
Business ManagementMr. Shannon Guderian, President Ms. Mike Linley, Manager Mr. Scott Springer, General Manager
Auto Parts & Supplies - New
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Complaint Trends - Last 3 Years
Customer Review Trends
|3/6/2014||Problems with Product/Service|
Read Complaint Details
Complaint: On 10/17/2013 I spoke with ***** ***** in regard to returning my Brembo breaks that I had ordered from there company. I supplied ***** with a tracking number and added padding to the package that was originally sent to me. Outside of the actually Break equipment, I sent Late Model Restoration the parts in the same condition I received them in. On 10/10/2013, LMR employee ****** ******** stated that the product was damaged and that UPS was notified. Here is the problem, I took pictures of the product before I shipped them, and they arrived in the same condition that it was sent to me. Also, I returned the package in the same one used by Late Model Restoration, but included more packaging material then they had originally. Late Model Restoration has not honored there refund policy, and the UPS store that shipped my package comment on what a good job of packing I did. LMR has lied in regard to the condition of the product they shipped, and has caused me inexcusable problems. Because I made a video of me packaging off the breaks in the same condition that they were received, that would mean that LMR had originally shipped me damaged break. I understood the scratches when I originally inquired after receipt as being normal and not being seen once they would be installed on my car. I've been lied to by different employees, and this hurts the reputation of an organization when I'm going to share my experience with the many car clubs and car forums that would have ordered from LMR.
Desired Settlement: Refund
Business Response: The customer submitted the RMA request through our online submission. I have attached the submission form. At no time did the customer mention the parts arrived in less than new condition. We sent him the RMA and accepted the return based on the information the customer sent in. The RMA request was return by ***** ***** via email as per our policy states. ****** ******** (Customer Care Rep.) contacted the customer to let them know the part arrived damaged. From the note ****** left, the customer had insured the return package and was filling a claim with the shipper. We emailed him pictures of the damage to aid the customer with the process.
BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.
Problems with Product/Service
Read Complaint Details
Complaint: I ordered an Aluminum Heater Core for a 98 Mustang in January of 2012. The order number was #*******. After only one winter of use the product catastrophically failed, the coolant inlet tube separated completely from the core itself, and needed to be replaced again. After this event I did a little research on the part and it turned out that it was not the correct part at all in the first place as it was a copper/brass core available at most local parts stores, not the product that was advertised on the website. I do remember opening the old one when i first got it, i open and check every order I receive, and did think it was strange it had a copper color because it was supposed to be aluminum but had it installed anyways thinking maybe the fins were aluminum or it had a coating on it and i had an appointment for it at the shop the same day i received it. I ordered the exact same product (same product code) from the website to replace the broken one, order # *******, and the one i received was the correct one and completely different from the first one i ordered which failed. I tried to communicate with the customer service department of the company and they are not being helpful. All they say is that the warranty on the product does not cover labor, however, since the product received was NOT the correct part which would even carry the warranty it should be a different story. This appears to me to be a miss-packaged, miss-labeled, miss-advertised, or possibly even a scammed return product that was not properly inspected. These claims can be backed by written or verbal testimony from the mechanic who installed the product both times if needed. Also pictures can be provided if necessary.
Desired Settlement: I would like to have the cost of the broken/wrong product, which I can return to them, and also the cost of at least one of the labor charges for the installation of the heater core payed back to me as their error led to premature replacement and additional damages/costs.
Customer **** ******* made contact with us about a warranty on a heater core Part # ********** on 09/18/2013. He purchased his part on 1/10/2012. He made contact via live chat inquiring about a warranty on the part he purchased in 2012. The customer was told during the live chat session there was only a one year warranty on the particular part. The customer stated he was told by a previous Customer Care Rep. there was a Limited Lifetime warranty. There was some confusion during the chat due to a change in vendor and warranty. To take care of him we told him we would cover the part following the new warranty guide lines. He needed to simply purchase the new one and return the other for a refund once he swapped them out. Customer was happy and order the new part. On February 2013 we changed vendors for this part as well as the style of part. The part was change from copper in build to aluminum. We did not change the part # since the part fits the same car range and build but did update all of our information to reflect the new part on our website. All of this has been explained to the customer. Customer claims the picture at the time was the same as we have now. Although, we no longer have the picture of the previous part, I do have record of the product vendor, web description and product picture change listed under the same part #. Also, the customer said he stated if the part was correct but installed it anyway. If the part was not correct there would have been fitment issues.
At the time **** purchased the heater core we carried a ***** *** (Ready Aire) heater core manufacturer part # ******. It was not aluminum nor was the factory part. As I told him in previous communication we changed the picture on our website at the same time we changed the part which was in February of 2013. But id he uses the part number supplied he can easily search this part and see it is of brass construction and made for his car. He can also go to their website and read the warranty supplied with the part. Here is a link to the warranty.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved