ComplaintsforCalifornia Import Parts Ltd.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a product and supposedly got the lever by HDL And I was tall that was delivered already. I answered a question by the mail company to drop it on my address without signature, but I never got that part and I tried to contact you guys. And was told it was delivered. That is it.

  Business response

  12/08/2024

  Hi there *****, You had sent us an email saying that you did not receive the order that we sent to you. We checked with DHL and they confirmed that the package was delivered to your address via DHL tracking number JD014600011668808381 on July 31st. DHL specified that you had requested the package be left at your door without a signature and when that occurs, we have no recourse to make any claims with the courier.

• Initial Complaint

  15/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First transaction with them was 3k and has ended with some of the worst customer service I have ever seen. They shipped wrong parts and are now refusing to send the correct parts. CIP1 will not refund my money or send the parts I paid for until I purchase the wrong part that they sent (BTW, I already purchased one of the parts and dont need another one). Invoices have the right parts I purchased and the packing list doesn't match which identifies them as being in the wrong. They acknowledged they were wrong, but refuse to make it right. I have offered to take the part to the shipping company of their choice. Spoke to ****, the manager, and this seems to be their normal operating procedures. He was okay with this transaction. So I lost my money and never received my parts ($495). It's being held ****** until I buy the other part or destroy it (this means I would have to trust that they wouldn't try to charge me for the part after I destroyed it). With the experience that I had with them on my first transaction I do not trust that they will do their part. The parts that I did receive that were correct were good, it's just the follow up to fix their mistakes is where I'm having issues.

  Business response

  15/07/2024

  Hi there *******, 

  I am not sure where we went wrong in assisting you with this issue. It seemed like we had an open and trusting line of communication. Yes, there was a mistake with the picking of your order and the wrong part was sent to you. We acknowledged the mistake once you brought it to our attention and immediately offered you some options to fix the situation. You ordered item ***************************************** but received an extra of item *********************************************; Due to the fact that this is a very large body metal piece measuring 64" long, it would not be cost effective to have it picked up and returned to **, therefore we offered that if you had any use for the item we could offer it to you at a discount $200.00 (which is more than 50% off) OR if you did not have a use for it, we would have you destroy the item, send us photos, and we would send you a replacement for the item you ordered. This is called a "destroy in field" return and is common practice in this industry. It is to ensure that the item is not being used or re-sold and we use it in cases where high shipping costs do not allow us to get the product back. Because you did not want to keep the item for $200, we moved on to the second option of doing a destroy in field, you said you did not feel comfortable destroying the item, and therefore we are at a standstill. 

  During your last conversation with our sales manager, ****, you stated that you would just do a chargeback with your credit card company, instead of sending us the photos of the incorrect item destroyed, so we can send you a replacement. I know you said that you do not trust that we will send out the replacement item once you destroy the incorrect item, but we would not be in business for well over 40 years if we did things like that to our customers. 

  Thank you, 

   

  Customer response

  15/07/2024

   
  Complaint: 21982808
  
  I am rejecting this response because:

  I was trying my best to help facilitate until I was made aware that you hadn't even sent the initial parts that were missing from the first purchas. Those parts should have been sent out immediately upon finding out that they were not in the shipment. I had been waiting for those parts and I was never told that those items weren't shipped.

  I understood your predicament and was trying to help. However, you all did not even take the time to understand the situation I'm in. I have 500 worth of parts that I ordered and paid for that were never sent. This is my first transaction with your company and the only thing I have to go on is that you did not ship the parts I ordered. I did not make the mistake and should not be held liable or punished for your mistake.

  Trust goes both ways. I even explained to ****, who's only interest is in your company, that I was willing to assist and take an action upon seeing that my items had shipped. I paid for the parts that I ordered, so why is there not trust both direction. I have never owed your company anything or showed I was not trustworthy. 

  I never said that I would do a charge back. I stated that you all are leaving me with no other action than disputing the 495 on my credit card. This was my attempt at mediating it before I went that route. The sad part is this could have been a good buyer/seller relationship that was ruined by your handling of a mistake on your part. I don't think anyone likes mafia style tactics used on them in a purchase. Your holding items ****** for a mistake on your part.

  You provide me with a tracking number that the carrier has picked up the item and we'll move forward with the other issue (transaction as you call it). The second transaction would involve giving you my credit card and that shouldn't be expected when you haven't finished the first transaction. Trust goes both ways.

  
  Sincerely,
  
  *****************************

  Business response

  16/07/2024

  Hi *******, as mentioned, the cost to have the item picked up is more than the retail price on the item, so it just is not cost effective, nor is it friendly to the environment, to have the item returned to us.

  We responded to your issue in a very timely manner and were prepared to immediately send a replacement once we knew whether you would like to keep the product at a discount or destroy it and send photos. I have attached the email thread you had with ****, our salesperson. The issue originally was brought to our attention on July 1st, in which we immediately replied to you that day asking for photos so we could determine how the mistake happened and how to properly resolve the situation. You sent the photos later on that same day and **** replied to you once he was able to determine where the error happened, the next day on July 2nd. At that time, he had already done up a replacement order for the item you needed as he noticed we only had one left in stock and did not want it to sell to another customer and be left with no inventory to send you, he mentions this as well in a following email to you, which shows that we had every intention of getting your replacement out to you. The next time you replied was Thursday July 11th after we had closed for the day stating that you had been on vacation. Once you had confirmed you did not want to keep the item at a discount and sent photos of it destroyed, we would have sent you the replacement item that same day. The only delay was in receiving your desired resolution to the issue.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a transmission solid mount with 2 holes on each side. One set of holes to mount to car and one set to mount engine cage. So cip1 sent me a solid mount with 1 hole on each side. Called them the same day I got it. And sent pictures. Had to wait a week for them to tell me the other 2 holes don't matter, which for my application the 2 holes do matter. They then proceed to tell me to sell it on the samba. All I wanted was my money back but they won't give it back then they wanted to charge me 20% restocking fee plus the return shipping, This is the company's mistake and I shouldn't have to pay a restocking fee or return shipping. They will not send me a prepaid shipping label, instead they told me cut it up or run over with my car to destroy it. I just wanted to ship it back to them on their dime because they made the mistake why should I pay the price for their mistake. ***** ******** ******* ** **** **** ***** *** ******** **** **** ****** ****** ** ****** ***** ** *** ** **** *** ******* *** ********

  Business response

  08/02/2024

  Hi there ****, Our technicians have reviewed your complaint in regards to the differences in the item you received versus what was pictured on our website. They have determined that the item will work as advertised, but regardless, if you do not choose to use the item, we take responsibility for the mistake. We have offered you a full refund on a "destroy in field" warranty. This means that we decided that it is not worth the freight costs to get the item back to us, and instead, you just have to send us photos that the item is destroyed, and therefore cannot be resold or used in any way. Once we have these photos, we will send you a full refund for the item. Destroy in field credits are a very common practice in the mail order industry, where sometimes the freight costs are not conducive to getting the item back. Please send us photos of the mount destroyed to ************* and we will happily refund you. 

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  this is not a thin piece of metal & I have no way of destroying it. 
  
  Sincerely,
  
  *******************

  Business response

  09/02/2024

  Hi again ****,

  Our salesperson, ****, suggested that you take a file and scratch up the pieces, rather than trying to ******* cut it. You replied to that saying "What if I put it in the garbage and send you a picture and promise not to use it I don't need it I can't use it..." as mentioned, we need photos of the item "destroyed" to process the refund. That is all we need to get this situation resolved. If you can please do this and send photos, we will refund you straight away. 

  Thank you!

  Customer response

  12/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I had my neighbor scratch it up for me and put it in the trash as shown in pictures 
  Sincerely,
  
  *******************

• Initial Complaint

  24/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased engine components, eight pieces, with a description, and a photo of the product on the website. These are precision items that are machined to a smoothness tolerance.The advertised product was new, unused, expencive.The product was shipped in larger box.Within the large box, the product was not contained in the original packing and was freely moving around- not contained and segregated in the original packaging.The original box was included, and had been previously cut open with a knife, previously opened. Upon further inspection the product was not the product I ordered, but a cheaper version, both in price and quality. The lesser product uses a small wire to hold it together, the more expensive product that I ordered uses a piece of robust hardware called a *******.I contacted California Import Parts for resolution, they told me using the parts would be fine, even though they are precision parts bouncing off one another from California to ******* in shipment. They also indicated that the part is the part on the website and that is a good part and just use it. I asked for my money back, and a return label, but they indicated they see nothing wrong with what happened and will charge me shipping and restocking.The parts they sent me were previously opened, damaged in shipping, and not the part I ordered. I want a complete refund and am not willing to pay for shipping as I did not receive the new unopened and correct part that I ordered.

  Business response

  07/03/2023

  Hello,

  The customer bought the product thinking they had a ******* on them and the picture online and the pictures he sent are of wire clip style lifters so he wanted to return them. He has sent us pictures and there is no visible damage to the lifters on the outer surfaces.He wanted to return them because they are not the ******* ones he thought he was buying and they were a bit disheveled in the package when they arrived.They are new, not used and they are packed in oil so they do not rust. Although this would normally go through our regular returns process since theres no issue with the product, we have agreed to have these picked up by ****** at no cost to the customer, and will issue a refund once its delivered to us.

  Thank you,

• Initial Complaint

  22/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a set of custom wheels to this business through ****, the tracking numbers given me says one of the packages was delivered to the business and one was picked up at the post office, I was told they didn't receive either package and can't refund my money.

  Business response

  29/08/2022

  Hi there, We have not received either of these packages at the address in Blaine, WA where they were to be returned. This is a warehouse address and no one does pickups from the post office, therefore if one of the packages shows it was picked up at the post office it certainly wasn't picked up by us. Do you have the detailed tracking numbers with **** and a receipt showing which address they were sent to? This would really be the only way to determine where they were actually delivered. Unfortunately, we cannot take responsibility for returned product that never makes it back to us. If **** did indeed deliver it mistakenly to the wrong address, you would need to do a trace or claim with them to resolve this. 

  Customer response

  29/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: they are saying the same thing that was told to me when I contacted them, how can I trust they didn't get the packages when **** said they did, tracking numbers verification. They lost a customer forever and I am disgusted that I ever purchased anything from them.
  
  Sincerely,
  
  ****** ****

  Business response

  30/08/2022

  Debbie, we are more than happy to assist you with this but you have not provided any of the information that we have asked for. If you can send me the tracking numbers and receipt from shipping I would be glad to look into this further for you. Unfortunately, with no additional information there is not much we can do, we have no record of this ever being delivered to us so we are not able to provide a refund. 

  Customer response

  30/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: tracking numbers are ********************** and ********************** via ****
  
  Sincerely,
  
  ****** ****

  Business response

  31/08/2022

  Neither of those tracking numbers show any information. Upon tracking them on the **** website, the website states: "Information Available Soon
  **** doesn't yet have a status update on this item shipped from the Post Office. Information is usually updated within the hour of your visit. Please check back soon."

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a fold out bed frame for my ** bus. The welding were incorrect causing binding to move freely. Welds were incorrect and Customer Service agreed and would see a replacement part. But never did. I had to live with it. Gary Refused any and every attempt to resolve. He refused to escalate the matter. Sure enough the incorrect weld broke. Contact Gary again and again. He refused to look a their complaint database or emails documenting. After several attempts he stated he would credit the account. But credit was for $50 Dollars. I paid over $350 and had to deal with all the hassles of this known defective bed. I had to remove it. Horrible product and customer service!

  Business response

  18/07/2022

  This customer purchased this item in August of 2020. He claims that he contacted us and we told him we would send him a replacement at some point back in 2020. However we have no record of this. Also, even if this was true, the customer never contacted us again about the issue at all, since then. Until this May when he sent another email, so I am inclined to believe that the original correspondence did not happen in the manner the customer is recalling. 

  
  

  Because it is almost 2 years old, this item is well beyond our returns period of  90 days and our warranty period of 6 months. Despite it being outside of what we normally cover, we have offered to send the replacement items to fix the product for the customer. However, he refuses and says he will only accept a replacement. We cannot send a replacement for a $350.00 part 2 years after the purchase date. I have attached a copy of the customers original order to show the date of purchase. 

  Customer response

  18/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Clearly it’s in their complaint system. They even say they would replace it.

   Yet they never did by their own admission. 

  
  

  
  

  So basically, if you do nothing the problem resolve’s itself. NOT A VALID DEFENSE 

  
  

  **** ** ********** ********* **** **** ***** *** ********* *** ***** **** ** **** 

  
  

  Then time’s up because they failed to honor by their own admission.

  
  

  There was absolutely nothing to prevent them for sending the parts as promised

  
  

  They even said would send a replacement weeks ago.

  
  

  *** ***** **** *** ****** * ***** ** * ***** ****** *** ******* ********* ****** ***** **** ** ******** ****
  

  It’s in their complaint system.

  
  

  
  

  
  

  
  

  
  

  
  
  Sincerely,
  
  **** *********

  Business response

  19/07/2022

  We are just going to continue to go back and forth with this customer as he has made it clear he will not work with us to find a reasonable solution. We have offered him both replacement parts and a credit for $50 to fix it himself and he is still sending messages and making up false statements about our company. Our company name was created nearly 50 years ago when the company started by importing parts from California. *** ********** ****** ****** ** ********* *****

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a scat C45 camshaft from CIP1 on 3/17/2022 the item arrived defective and I called Gary and sent pictures to his email showing the issue. He said he will get back to me. I did ask him if I can order The other camshaft in stock so I could finish my project quicker and just get a refund on the first camshaft. He said yes no problem. I ordered other camshaft on 3/25/2022 On 3/28/2022 I sent another email to Gary asking about my refund in which he explained he is still waiting to hear back from his supplier . I did say I didn’t order from his supplier and that I ordered from him and would like my money back. He said I needed to wait. I received the second camshaft on 3/30/2022 and it too was defective. I sent another email to Gary. In turn I get the same runaround. I need to wait As of today 4/02/22 I have still not received my refund of $103.99 x 2 I did call scat ( his supplier) and talked with the manager Tommy and he said Gary has not contacted him regarding my camshaft issues and that they have not even shipped them camshaft for over 8 months I have emails showing all communication if needed

  Business response

  11/04/2022

  Tommy at Scat is not the representative that works on our account with them, so he would be unaware of any goings on. Scat had been contacted by our team and we offered to send a courier label to pickup the defective items so we could issue a refund to the customer, however the customer was unwilling to return the items to us and then proceeded to send in a BBB complaint and tell us that he was going to do a chargeback on his whole transaction. 

• Initial Complaint

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a towbar for a **** ***** ******. Only half of the item showed up. Contacted company to let them know and it has been 16 days and still have not sent the rest of the part. They are trying to get **** to send what is needed. Good customer service would be to pull what was needed from their parts department and send out right away. Then work with **** to reconcile. Instead, they are making the customer wait. I paid for the item, have waited 16 days, and still do not have what I paid for. Terrible Customer Service. So far it is robbery. i paid for something that I did not get.

  Business response

  04/01/2022

  Hi there T**, 

  You placed your original order for this item over a weekend on Saturday, December 18th, with our totally FREE shipping, the order shipped on Tuesday, December 21st and was delivered to you on Christmas Eve, December 24th. You called our office on the morning of Monday, December 27th, a day in which most companies were closed in observance of Christmas Day, but we were open to take your call! You spoke directly to Alan in our sales department, to advise that your Tow Bar was missing the plate. Alan asked if you could send some photos so he could ensure he fully understood which piece you were missing. He followed up by emailing you to send the photos which you did that same day. We then immediately contacted our supplier, ****, to send out the replacement for you and being that couriers were observing holidays on the 27th and 28th, they shipped your replacement out on December 29th. Alan emailed you the tracking number as soon as we had it and I show that it will be delivered this Friday, January 7th. The tracking number is ****************** and this was shipped with ***. 

  You mentioned that you have been waiting 16 days for a replacement. However, from the time you contacted us, it will actually have only been 8 business days for the replacement to be delivered to your door! From the time you contacted us, it only took 2 days, during the week between Christmas and New Years, when many businesses and couriers were closed, to get a replacement sent out to you. We believe that the customer service you received was in no way "terrible" or "robbery," but in fact was the absolute best we could possibly do. We are very proud of the customer service that Alan provided to you.

  We hope you and your family had a wonderful Holiday.

  Best regards, 

  Jill - Company Controller CIP1.com

  Customer response

  04/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Great spin on the dates!!!  I complained because it had been 16 days (and still counting) that I still have not received what I paid for.  Yes it has been 8 days since I first contacted you but 16 days since I ordered the part.  But nice try.  My major complaint is that CIP1 could and should have simply pulled what I was missing, sent it directly to me, and I would have it now and would not STILL be waiting.  Instead, I had to keep taking pictures, then I would send them and not get a response until I then had to send another email the next day.  Then of course I had to wait until you could get **** to send out what was missing.  The bottom line is I have had to wait 17 days now (and still counting) for what I ordered simply because you wanted to do what was easiest for YOU.  That is NOT customer service.  that is doing the minimum to not inconvenience you.   
  
  Sincerely,
  
  *** *******

  Business response

  04/01/2022

  Hi Again ***, 

  Absolutely no spin on the dates from our end! Everything was exactly how I explained it. It has been 16 calendar days from the original order date, but we were unaware there was any problem with the order until you called us on the 27th. As soon as we were notified of the issue it was resolved within 2 days. The time it took to send the replacement would have been the same whether we shipped the replacement or the supplier shipped it directly. 

  As mentioned, the replacement item is on its way to you and is currently scheduled for delivery this Friday.

  Thank you, 

  Customer response

  04/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: Awesome!!  So you are telling me that if you shipped on the 27th of December it would take the same amount of time to get to my house as it will being sent yesterday, January 3rd.  Do you really think i am dumb enough to believe that?  I have the email from Alan YESTERDAY that says he was still waiting for **** to let him know.  I have several emails from him saying that.  Which is my POINT!!!!!  YOU could have sent the item on the 27th instead of making me wait just for your convenience.  Admit it.  You could have sent what I needed.  You chose to do it in a way that caused me to wait.  Terrible customer service.  
  
  Sincerely,
  
  *** *******

*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. ↩