Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  refund started on 26 august 2024, i verified they received return on 9/9/2024 via phone. no monies returned as of 09/20/2024. this return process is unacceptable

  

  Business Response

  Date: 09/24/2024

  We at Dennis Carpenter **** Restoration Parts would like to apologize for any inconvenience Mr. ***** was caused during the product return and refund process. We take customer satisfaction very seriously and strive to provide a seamless experience from start to finish.
  
  According to our records, Mr. ***** placed an order on August 21, 2024, through our website for two Sun Visor brackets. On August 26, 2024, he contacted us to initiate a return due to an ordering error. The initial steps of the refund process began at that time.
  We received the returned parts at our facility on September 9, 2024, and they were logged into our system on September 11, 2024. A credit memo was created on September 18, 2024, and the refund was issued to ********************* institution on September 19, 2024.
  While we aim to process refunds as promptly as possible, we do have a disclaimer on our website stating that it may take 7-10 business days (Mon-Thurs.) to process the refund and up to an additional ***************************************** the customer's account.
  We would like to assure Mr. ***** and the Better Business Bureau that this delay was an isolated incident and not reflective of our standard customer service practices. We have reviewed our refund procedures to identify any areas for improvement and have taken appropriate measures to ensure a more efficient process going forward.
  Once again, we apologize for any inconvenience Mr. ***** experienced and appreciate his patience and understanding throughout this process. If there is anything else we can do to address his concerns, please do not hesitate to let us know.
  
  Sincerely,
  
  Dennis Carpenter **** Restoration Parts

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 front fenders for a **** **** f250 on January 3 **** ,i received those fenders on January 16 2023 ,when opening boves to put fenders on noticed damage to the left fender and no damage to the packaging box but was damage to the interior box meaning it was sent this way. Also i waited over 2 weeks for this and they don't seem to care about even fixing it at all . I want a replacement and i don't want to wait another 2 weeks for this to be sent . Please replace tis in a timely matter and actually care about the customer , I have been waiting for a Manager to call me about this but every time i try to call them they are not available

  

  Business Response

  Date: 01/24/2024

  Dennis Carpenter **** Restoration Parts would like to apologize for any inconvenience caused during this process and appreciate the opportunity to address the concerns raised in the customer's complaint regarding the order of front fenders and the subsequent damage to one of those fenders. 
  On January 17th the customer contacted us after receiving a damaged fender. Our customer service representative attempted to guide the customer through the necessary steps, which included providing pictures of the damaged fender and packaging. It is important to note that under normal circumstances, our policy involves promptly shipping replacement parts in such situations. However, due to the difficulties in obtaining the necessary images, we faced delays in adhering to our standard procedure.
  As we attempted to assist the customer further, they continued to express their dissatisfaction, even mentioning the possibility of litigation. At this point, the customer service representative determined that she would be unable to provide a satisfactory solution and transferred him to a manager.
  Due to the unavailability of our managers at that particular time, it is regrettable that we could not contact the customer until the following day.
  Given the challenges faced in meeting the customer's specific demands, we decided to issue a refund for the damaged fender on January 17th. Subsequently, a manager contacted the customer on January 18th to communicate this resolution. Regrettably, the conversation ended abruptly with increasing aggravation, and the customer hung up on our manager.
  We understand the importance of customer satisfaction, and we regret that we were unable to meet the expectations in this instance. Our team remains available to address any further concerns they may have.
  Sincerely,
  Dennis Carpenter **** Restoration Parts

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and never received an email as to where it is in the process of shipping, on 04/11/2023. I waited a day and decided to call for a refund because I just didn't feel safe after reading reviews so I called and immediately it a southern old man on the phone very very unprofessional, didn't have a clue as to when and where my order was and issued me a in house ***** customer service number, so I called it after hanging up with him.. The lady that picked up had a strong southern drawl, and didn't like that I asked her if I could be refunded, as this was the first thing I asked.. In her shocked state she became angry and told me that I won't get a receipt or no email as to my refund, and wait.. so I asked how long She said "I DON'T KNOW" and hung up on me... So I called back thinking it was a mistake. she did it again and again and. Again.. so NOW IM HELPLESS AND THE BBB.. AFTER THE PANDEMIC ITS PEDATORY COMPANIES OUT HERE THAT ARE PRAYING ON customers.. please help

  

  Business Response

  Date: 04/20/2023

  On 4/12/23, we received the order that ********************************* placed online. On 4/13/23, our customer service team received a call from *********** requesting to cancel the order. He proceeded to let us know he was unhappy that the order had not already shipped. We tried to explain to the customer that it takes more than 24 hours to receive an order from our website, get it packed and in the mail, but we would cancel his order if that was his request. We proceeded to cancel the order and  never charged his credit card. We are sorry that we did not meet the customers expectations. Again, the customer was never charged for the order.

   Also, our company is in ** so we do have a 'strong southern drawl' as his complaint states.

  
  

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approx 03/03/2023 I contacted your company. I was on the Internet and was looking at your **** torpedo type tail light part #**-13403. Got a woman on the phone that didn't seem like one of their regulars. I stated I would like to order one like that but I would like one in chrome. She stated she thought she had one,and would look. She came back and stated she did have one and the part # was 01C-13402. Trusting her and not knowing if it was on their website, I told her to send it. However when I received it, this taillight is a completely different structure and not a torpedo type. Thus I have absolutely no use for it. Since it was a mistake made by the parts person, I asked them on the phone to send me a return shipping receipt. They refused and stated I must ship back at my expense. This does not seem right, as I was mislead on the phone and led to believe it would be an exact match to the **-13403. I do auto restoring thus order a fair amount of parts from different sources. I am very disappointed that they have treated me in this way.

  

  Business Response

  Date: 05/02/2023

  We apologize for the negative experience ************ had with our company. We take pride in efficiently and promptly addressing any issues that our customers may have.
  In his complaint, ************ mentioned that the person on the phone verified the part by checking the shelf and provided him with the corresponding part number to place an order.  
  Our 800 order line is staffed by personnel who are only authorized to take orders and cannot provide part numbers. If there are any questions the customer is instructed to call our parts assistant line for clarification.
  There appears to be some miscommunication during this interaction, therefore we will be sending ************ a return label and issuing a full refund once we receive the part.
  We thank ************ for his input and will use this as training to prevent miscommunications in the future.