This rating is based on customer reviews, inventory size, pricing, and service quality
In Phoenix, AZ, reviews of Keystone Automotive - Phoenix are mixed. Many praise competitive pricing, helpful counter staff, and a clean, organized warehouse that makes it easy to find parts when they’re in stock. Yet recurring issues stand out: phones rarely answered/long holds, wrong or damaged parts, hours-long will-call waits, and strict packaging rules on returns. In-person visits often go smoother than calling. Selection is broad—inventory depth is a clear strength—but professionalism and follow-through vary by rep. Overall score: 64/100.
If a review of zero was possible, I would select that.
Initial contact with the phone sales team was positive and price for the part (1995 Bronco hood) was reasonable. That's where the "good" ends.
This part is not a CAPA certified part (VALUE type) and I knew that going in, but elected to purchase anyway to see if the quality would meet our needs.
Prior to traveling the 90 minutes round-trip, I called and asked the size of the crate or box this would come in so I could decide if my trailer was needed. After a long delay, the answer was, we don't think you need the trailer but nobody could look at the packaging . . . this would prove to be ominous.
As the Keystone employee pulled up in the cart with the hood, I immediately was stunned by the fact there was NO packaging of any sort . . . just a single piece of cardboard it was leaning up against in the cart (not even taped or attached to the hood). I immediately told the employee my concern and said we need to fully inspect this part. Who ships or stores a body panel in a condition like that ??!!
He set up a rack, and I helped him move the hood (again, no crate or box - it did have 3 small 3" styrofoam edge protectors on the bottom). There was no damage or issues, so he helped me take it over to the truck where I luckily had brought a ton of blankets and supports for it.
Turns out this aftermarket non-CAPA part did have serious fitment issues that were waaaay beyond the work we would need to do to the original hood. So I called Keystone and asked if the part was returnable (it had been 10 calendar days). I provided the Invoice # U2608597 . . . they checked and said yes, "bring it down and we will take care of you!".
Upon arrival to Keystone (3/28/24 @ ~11:00am), and as we went to take the hood out of the truck, the employee said "No way we can accept this without the box". I carefully explained the prior events, he argued with me continuously, and finally I said to get his Manager. His Manager played the same tune and basically implied I was lying. I said let's find the cart driver and he then said he was going to go pull up the surveillance video - fantastic, validation for me !!
He comes back 5 minutes later and says there is "No video" (you could easily tell he was lying). I asked why my specific pick-up would have no video, he stumbled and said "We did not record that day, it was a Monday". Clearly lying he repeated the "policy" of returns require packaging. Understood, and I get that, but there was NONE for my part and he could not have cared less and walked away. Now I am stuck with a part I don't need and a greater project cost. NEVER trust these guys !
UPDATE to this review, 3 weeks later . . .
A Yelp-based reply was sent by "the owner" telling ME to call their on-site Sales Manager so they can "set this right".
Not them calling me, but I should put out more effort.
Out of curiosity though, I did call this Manager, left a detailed message and 3 weeks later, no return call. Just more proof these guys do not understand anything about basic customer satisfaction principles.
I made sure to share this entire story directly with one of their largest Phoenix customers this week.
had to have my motor replaced after having a bad motor given to me the first time and then the replacement was also damaged and needed to be returned needs to have Better handling especially after we payed over 3,300.
This place is horrible. My boyfriend order a part for pick up and the wrong part was pulled twice. The staff does not answer the phone and when they do, you are kept on hold for longer than 10 minutes.
Good prices but a two hours is a long time to wait for the parts to get to tbe counter. I went in and ordered a tail light. 29$ for the light and two hours later i got my part.
Used to like buying from them but found service on the decline. Ordered parts recently from Rhonda for next day delivery, parts did not show. I called and Rhonda said she would track and call back that same day. Another day and the weekend goes by - no call, no parts. I called today, uhhhh, hold please... "billing says you have to pre-pay" ??? Been at the same location for 17 years and never told I have to prepay. Lame excuse that could have been pitched with my first call for AWOL parts. Ordered from CertiFit instead.
Great find great place great staff find
That used part your looking for........
I mean a lot of old oem parts give a shot youll like it i do.
They dont have it here the staff is great
They will try to find it.... Good shopping venture.
I had good experiences before..but last time I went there for a auto part..I didn't get the right one , they tried 3 times and still don't get it right...I did 3 empty trips for nothing...
Called to get a part and the guy says I need a part number. They really can’t just look up the year make and model of the car? Then he says hold on and leave me on hold for 10 min and I end up just hanging up. Taking my business to autofit or national auto parts.
Was told to apply and would be contacted and it's been months and I've made attempts to call and even showed up to be told to keep trying every day. No thanks bro.
We are Excalibur of Avondale Collision. LKQ parts come to us damaged, wrong, and days late yet they tell us they are "A" quality. Long hold times waiting to speak to one of their overworked staff members. We rejected many of their parts. Instead of an apology and a promise to correct their poor customer service they refuse to deliver parts to us. Other body shops accepting this junk? Perhaps.
Someone will hopefully actually learn how to get people in & out the door here soon. Waited in line, no Jessie. Then was told parts "might" have gone to mesa, next is he hands me paper that says history & total due.
Good news! Actually paid for and picked ready for me to get loaded. I tied it down and I'm out of here only about an hour this time.
So at first I gave them two stars because I was still waiting in line and that took most of the time that I was there but I ended with three stars cuz they are getting a bit better.
I don't think I've ever had to give one star rating for anyone. But I figure I'd have to share my experience to save someone else the trouble.
I love the concept of being able to go to one place and they pull the part you're looking for from any of their sister stores.
-for starters I was not impressed with the hours of operation. With a 9 to 5 Monday through Friday operation most people work during those hours. so you would have to take off work to be able to get your part if you are normal daily working person.
- had significant trouble getting hold of anybody to just start my order. When I called all I got was a voicemail and even after leaving a message no one returned my call. After a day I attempted to call them back again and didn't bother leaving a message cuz I had already left one from before. 6 times I called finally got ahold of somebody and they said I had to pay for my part before they would ship it to the store. I got no receipt or confirmation. And I thought to myself "who did I just give my credit card information to".
- after several days I had to call to find out what the status of my order was cuz nobody gave me any information. Of course this was again another 6 phone calls to get ahold of somebody. I had to actually dial a different department just to get somebody to answer the phone and they were able to give me my estimated arrival time.
- once my part arrived it turned out to be the wrong part. They took it back and I talked to the salesman and he had told me he was going to order the right part and it would be of course several days before it came in. Again I got no confirmation and was told nothing about my payment that I had already given them for the part.
- once the part came in a second time their staff said they attempted to call me but left no message on my phone. You would think that if you're attempting to contact someone that you would leave a message no matter what to let them know their part is ready . turns out it's also the wrong part AGAIN but I took it anyways because I thought I could make it work. It was a front seat for my truck. As it turns out the seat belt doesn't even work on the one they ordered for me. But that wasn't what was wrong with my original chair in the first place. I just wanted to get done with this.
- while I was waiting for them to retrieve my chair from their warehouse I witnessed several people in line with me that had gotten the wrong Parts ordered for them as well. This seems to be pretty common with this facility.
- after they retrieved chair for me they told me that they had refunded my money to my original card and I had to go pay for this one again. And again as well I had no information and no one told me they refunded my amount so I had no confirmation and no way of making sure that they weren't charging me twice while I was there. As it turns out they did refund my money but still a little unnerving.
- so as you can see it wasn't just one mistake or one experience that drove me to giving such a low review it was several situations on this one part that just drove my rating all the way down. I don't think I'll ever deal with them or at least for a long time. It would seem as though they are set up to handle support for other businesses like repair shops. They're not so set up to handle public orders. So they may be good for other businesses but not for the average person ordering parts for your personal vehicle.
I honestly don't know how they got a four and a half star rating on Google I think most those reviews are fake.
LKQ...what can say...ask..and you shall receive...I get a lot of my parts with them..ok prices...I know you could find them cheaper...or go to a pull it yourself junk yard....but, with LKQ...they have every part for your vehicle...they will look into their network and get what you need.....THANKS LKQ..!!!!!!
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