ComplaintsforBumper to Bumper Auto Recyclers

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today March 12 2024 I ordered a radiator from this location and on way home I realized I ordered the wrong part … called them less than 15mins later and was no problem until I got there to get the part I needed.. they wanted to charge me 30% restocking on the radiator I called n canceled … I refused.. he told his staff to bust the cooler I needed and basically force me to take the radiator and called the police on me because I was upset .. will not give me my money back I paid in cash in full have my receipt and telling me I have to take the radiator (the cooler I need they busted) n I don’t need it… or store credit n I don’t have any intention to do business with these crooks any further just want my money back even less the re stocking fee but won’t do that either

  Business response

  04/11/2024

  To start off the radiator he ordered we had to broker it from another salvage yard. He was made aware of that and wanted it rushed. We had it picked up and brought back to our yard within 30 minutes. It was almost 2 hours before he called back and said he needed a different part. We had that part in stock and told him we could swap it but there would be a restocking fee of 30 % which is our standard policy. There is a 3 foot sign on the wall directly in front of the counter in which he checked out at and this information is also in bold print on his receipt. When he came to pick it up he started yelling at employees that he's not paying a restocking fee. After he started making threats to employees I dialed 911 on speaker on the office phone and he reached over the counter and hung up the phone. I then backed up and called 911 on my cell phone and he ran out of the office. Summit County Sherriff came and made a report. **************** apparently has a history of this behavior and they're looking for him for this incident. I thought everything was taken care of because he called in 3 weeks later and said he needed the original radiator he purchased so he sent his son to pick it up. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday August 29 I contacted Bumper to Bumper by phone to see if they had a part for my vehicle. I was told that they do not have that part but if I come in and pay for it that they’ll have it by the next day. I drove across town to pay for the part and again was told the item would be there next day. The next day I received no call from the business nor did I call them as I could not pick it up even if available due to other obligations. I waited another day (Thursday) and again received no call with an order status update. I called them and was immediately put on hold. After several minutes someone picked up the line, pressed some of the key tone buttons, then disconnected the call without saying anything. I called back and again was immediately met with “bumper to bumper please hold”. Again, I waited for 5 minutes and again they disconnected without saying anything. I called a third time and was put on hold immediately. After 5 minutes or so, the phone automatically started ringing again, this time someone answered. I told them who I was and that I was calling about the car part I paid for on Tuesday and how I was told it would be here next day. But now it’s 2 days later and I have not received a call. They explained that the place that was to ship the item canceled on them and that he had to reorder the part and that it would be there next day. Next day I never received a call so I called them and demanded a refund. They have been extremely rude and have still not refunded my money. It has been a 2 weeks since the first contract and still nothing from them. No call, no refund. I don’t understand how this company is still in business. They have taken my money and are not refunding. I don’t even want the part even if it does come in now. I want nothing to do with them other than a FULL refund for what I paid for but did not receive Do NOT try to charge me a 30% restocking fee because you did NOT get the part in by next day as promised.

  Customer response

  09/14/2023

  Today, 9/14/23 at 10:27am, “****” from Bumper to Bumper called me and left voicemail, claiming that he has had the part I ordered for 10 days, that they have tried calling me several times but I have not answered the calls.

   He also stated that he was unhappy with the fact that I had contacted the BBB.

   After listening to this message, I called the business and requested to talk to ****, whom I was transferred to.  I told **** upfront that before he speaks and continues to make false statements to just remember that I have the phone records that shows  inbound/outbound calls with his business and that the the only calls received from him were on 8/31 and  9/1 where he left VM stating that they reordered the part and it would be in next day and that he would call me as soon as it was in his possession.

   Today he claimed he has had the part for 10 days.  I asked him why he never called.  Again he said they’ve called several times and again I pointed out that the call history shows no inbound calls in the past 10 days.

  I reiterated to **** that as I stated in the BBB complaint that I no longer feel comfortable nor confident in doing business with him that at this point, I only want a refund.  He was silent on the refund request.

   He then started to put blame on the company he claims canceled the original orderat which time I told him that this issue is not the fault of anyone else, that it was him that twice, on 2 different dates, promised to have the party available by next day.  Neither time was the part available nor did he call me, per phone records.

  I told him that we can either end this dispute right now with a refund and then move on with our lives, otherwise I am prepared to take this to court if need be.

  I again asked him are you going to refund the purchase or not?  He again said the car part is on his desk.  I again told him I no longer am confident in doing business.  Are you going to refund me or not.  **** said he will not be providing a refund.

  I said ok, thank you, then disconnected the call.

   

   Please advise of next steps

   *****

  Business response

  05/01/2024

  [[BBB transcription via phone call]]

   

  The business stated that they ordered the part for the consumer. They still have the part, it has not been picked up and the consumer never contacted the business back. 

  Customer response

  05/01/2024

   I am rejecting this response because: as stated in my initial complaint, I was first promised the part would be available “next day” so long as I drive to their Waterloo Rd location to pay in advance, which I did.  The part was not there the next day nor the day after.  Not even after another 2 days.
  I went elsewhere for the part needed to repair my vehicle

   I told them I no longer need the part as I need it by the dates promised and to refund my money.  The gentleman I spoke with said he would not be refunding me.

  Anything less than a refund of my money is unacceptable.

   

  
  

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