ComplaintsforClassic Industries Parts & Accessories Inc

• 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

   

• 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 

*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. ↩