Parts Heaven?

eion · 12-13-2002, 01:33 PM

OK, here's my story:
I recently ordered some parts from Parts Heaven to fix my car - wheel well guards, a left-hand side splash panel, and all the bits needed to mount the AC condensor except for the condensor itself (obviously) and the fan.
Well, the bits arrived... and here's what I got...
- wheel well guards
- a right-hand side splash panel
- all of the bits needed for AC condensor mounting except for a few small bits of rubber, but most definitely including the fan (the dome holding the fan on was somewhat damaged).

So, I called them up, and they said they would take back the splash panel and the fan (and that they'd credit me for everything I sent back)... I sent them back the splash panel and all the AC mounting bits.

Well, I got a phone call from them earlier, claiming that the AC mounting parts that I had sent back weren't theirs, as the bits they had sent were marked with a special ink and from a 993 (which they *obviously* weren't). They also said that because the fan-mounting dome was broken, and the bits weren't in the box (and how could they be, if I'd never received them!), that they wouldn't give me any money back for them. The person I spoke flat-out accused me of lying and of trying to rip them off, after first suggesting that the parts might have gotten mixed up in my 'shop'. After some discussion of this, I just told them to send me the parts back... I figured that was the only thing I could do. As it is, the bits cost $200 with the fan (new price for those bits, *ALL* of those bits, without the fan, is $215 or so)... which is quite a big deal for me.

Anyone else had problems with these guys?
Does anyone have any ideas as to what I should do?

jhugh · 12-13-2002, 01:43 PM

I've never had a problem with Parts Heaven. They're a short drive from my house and since I've been rebuilding my engine over the past few months, I go there all the time. They've been very helpful, sometimes going to great lengths... such as investing a half hour's labor to pull me some cam sprocket pins which they turned around and gave me for free. Or leaving my parts in the bushes because I couldn't get there before they closed.

Sure, I've picked up a couple wrong parts from them now and then, but they've always made good. In comparison to some other shops (in particular, EASY. I could flame the $hit out of those guys - except Spencer, who rules - if I felt like it, but I won't), Parts Heaven has been great.

Anyways, I suggest you cool off a bit and then try to work it out with someone different over there. I'm honestly surprised that they would give you such a hard time.

good luck

Kevin G. · 12-13-2002, 01:46 PM

Interesting.

I've dealt with Parts Heaven a few times, and always got what I needed, on time. Once I was stuck in Reno with only one H1 assembly, I called at 3:00 PM and had a replacement at 9:00 the next morning.

This is the first time I've heard a complaint, but I imagine it happens to even the best of them - ever had anyone ***** at you Wayne?

As for what you should do - stick to your guns. You ordered specific items and paid them the agreed price. You have every right to expect either the correct parts or your money refunded.

As for the attitude shown by the Parts Heaven rep, let someone higher on the food chain know how you were treated and give them a chance to correct the problem and keep you as a future customer.

If they don't, I've heard a lot of good about dcAutomotive, and he has great eBay ads.

Thomas Owen · 12-13-2002, 02:29 PM

I have dealt with them for years and had good luck each time.

eion · 12-13-2002, 02:32 PM

OK, I spoke to Parts Heaven again - I spoke to Alan, I think his name was.

He says: we sent you out the right parts, they came off a 993, I know the car they came off of, so either you're lying or UPS mixed them up. I've been doing this a long time, this is your first order from us, we have a very good reputation. Our parts are all marked by us (which, btw, they aren't). You've sent us your broken parts. Send us back our parts, and we'll give you your money back. Stop wasting our time.

In other words, they aren't going to back down, and they've totally f*cked me over.

Hockey fan · 12-13-2002, 02:49 PM

Did you use a credit card for the purchase? If you did, I would call my credit card company and dispute the purchase.

Just a thought,

Jeff

eion · 12-13-2002, 02:52 PM

No, unfortunately I used a debit card.

What really p!sses me off is that they have the gall to claim that I am lying, and asking me if I can sleep at night. Well, at the moment, they have their parts and my money... what recourse do I have?

yelcab1 · 12-13-2002, 02:56 PM

Alan is the owner of the place. I have dealt with him before and he has always treated me with great care.

Difference is I show up at his place, look at the stuff, if it is right, pay for it, and then take it. He did send a few things to me while I was away and never had a problem.

He has been doing this for a long time and has a tough personality (as the owner of a junk yard, even a Porsche junkyard is still a junk yard). So, something obviously went wrong. If you feel so strongly about it, and paid with a credit card, refuse to pay the bill, send all the stuff back, and never do business with them again.

I, personally, had never had a problem with Al. He even remembered me after 4-5 years of not showing up.

Hockey fan · 12-13-2002, 03:09 PM

Are they at least sending you the broken, incorrect pieces back? You might be able to sell the incorrect splash panel or trade someone for the correct one.

Nothing is worse than spending an amount which makes a difference (to some people it may be $2500, some it may be $20) and feeling you would have been better off spending it elsewhere or even blowing it on lottery tickets. Then to be accused of lying is pretty much a kick while you're down.

I would make sure you got the parts back and call again next week. I would try to not be emotional and explain it was your first order and you felt you were treated improperly. Tell them you're not sure you were treated this way as their business was recommended on an Internet bulletin board and that helped you decide to spend your money there. There is no shortage of places that can sell you Porsche parts and if they can't see their way to help you out here you'll have to take your business elsewhere. You might also mention you're documenting this transaction online for 1000's of people to see how you've been treated as a customer. If they have a change of opinion and decide to do the "right" thing at this point I would consider myself a lucky "one-time" customer.

Sorry you've been treated poorly.

Jeff

zuerchers · 12-13-2002, 03:14 PM

i am surprised to hear about your problem. they are a great outfit and have always treated me well. as to marking their parts...they do. i have watched them do it while i was at the counter buying stuff.

Kevin Stewart · 12-13-2002, 03:17 PM

Ill make sure i dont buy from them, Kevin

bob tilton · bob tilton's Garage

kevin,

sorry to hear about your situation. i think you have taken all the appropriate steps to get your order correct and/or your money back. maybe one more attempt asking them to talk to the person who assembled your order and verifying that the parts were without a doubt marked by their employee. ask for specific details. if all else fails - send them a link to this thread.

as for EASY - that shop rules!!!

bob
68L

12-13-2002, 04:32 PM

I've gotten parts from Parts Heaven for 4 different 911's over many years and they've always gone out of their way to treat me right. I have a hard time believing that they treated you poorly...based on my experience.

-CKrause

jyl · jyl's Garage

Here's an idea - write the owner a clear and civil letter explaining what happened, in detail. Perhaps seeing that you took the trouble to write, perhaps considering the matter away from the hustle of the parts counter, etc, might produce a different result.

I've never dealt with Parts Heaven, although I did go through the warehouse when they hosted a swap meet recently. They seemed like a good resource and your experience doesn't sound typical, judging from other replies on this thread. Still, no business does things right every single time.

cary · 12-13-2002, 07:18 PM

I've dealt with them on a couple occasions. Been great.
Everything has always been marked with a red PH.

Good Luck

tmctguer · tmctguer's Garage

i have used parts heaven several times. i bought my entire oil cooler setup from them (lines, cooler, thermostat, etc.). it was properly packed and shipped. i've visited them several times just to check out the wrecks.

i would vouch for them being a straight up company. i hope you can work things out with them.

john70t · 12-14-2002, 04:03 AM

I'm always appreciative of people hosting swap meets in the area, and it is a clean well managed place, but in terms of customer service, all I've gotten from them is a stare and "yup, nope". I'm sure that people who deal with them on a regular basis have different experiences. Your situation may be the random lapse. Keep talking with them about the return, and the shipper should pick up the damaged bill. There are options.
They seemed to have a larger percentage of watercooled wrecks in the yard as well, so that could be a factor. Who knows. And no, that's not an inuendo as to driving skills

As to Dr. Spenser in the white lab coat, he does rule (good thing too).

Wayne 962 · Wayne 962's Garage

Me? Have people get pissed off at me? Naw, never! We usually try to smooth things out. As you can see here, a couple of hundred dollars worth of crap is not worth a whole load of bad publicity. We spend thousands on advertising each month - I would hate to have that messed up or negated by a customer bad mouthing us here (or on Rennlist, etc...).

As for PartsHeaven, never heard anything bad about them. We send people to them, and they send people to us. No problems either way.

Debit card? If it was a Mastercard / Visa debit card, I think that the same rules and protections apply as with a credit card. Not 100% sure though. Even with a credit card, you might have a difficult time winning a dispute against them.

-Wayne

racea911 · 12-14-2002, 10:54 PM

I have used Parts Heaven several times in the last year for mail order on used parts for my race car project. They have been outstanding every time. Seriously, If I had to give them a rating on a scale of 10, I'd give them a 9.9! A score of 10 would only be possible if they flew down, gave me the parts for free and installed them for free, LOL.

On the other hand, there is a place similar to Parts Heaven that specializes in used parts and is 5 minutes from my house in Huntington Beach that I would give a score of 0 out of 10 to. But that is another thread of its own.

eion · 12-14-2002, 10:55 PM

Well, I don't think I'd be able to stop payment, I don't think you can with debit cards. What I'm going to do is call Alan on Monday - I'll give him another chance to apologise.

If he says sorry and gives me the money back or sends me the correct parts, then I may be willing to believe that this is just an honest mistake on his part (and I'll post something to this effect). The parts that he claimed to send me apparently came off a 993 (whereas the ones that I received were 964 parts) - presumably these parts are still either on the car, in the store, or have been sold to someone else, in which case he'll discover his mistake soon enough. All he has to do is to call me up and apologise (and it had better be a *DAMN* good apology). He has my phone number.

If he doesn't apologise, then I will ask him to re-send me the parts I returned (the ones that he refuses to refund me for), and I will have to buy a brand new fan housing from elsewhere. Two words would then spring immediately to mind: "liar" and "cheat", and I wouldn't do business with him ever again in this case. I wouldn't presume to tell others to do the same, but in the event that he doesn't make things right, I would advise everyone to be *extremely* careful in their dealings with him.

I'll let you guys know what he says.

Oh, and I just checked over the wheel well guards I got from him - not only are they not marked in any way to indicate that they came from Parts Heaven, but one of them is somewhat cracked in part - should be repairable with glue, though.