What clients say about Keystone Automotive - Charlotte in Charlotte (NC)
Please get better people to answer the phone. The young man there on 01/22/2026 around 11:50 am hung up on me because I called the wrong department? I didn’t even call that department I was just automatically routed there since I didn’t proved an extension….If I had the wrong number why not direct me to the right one? Front line customer service is THE MOST IMPORTANT. Please provide trainings on how calls should be handled
The management is aware of the issues regarding the front desk staff, however, upon each visit, the same individuals are present, demonstrating a lack of customer appreciation at this establishment. The level of service at this location is subpar.
I had a body shop in sc for 30 year and been in business for 45 years keystone has always been good but now they have done me so wrong and treated me bad in the past 8 weeks trying to get a refund on a headlights I got from them the check has been in the mail for 8 weeks not here yet would not buy from them again because I still don't have my money over $800.00 now you see why I'm mad !
Horrible service when calling, called looking for headlights and were not available sales person hang up on me without giving me a chance to ask for more parts that I need it
They are expensive ,shitty attitude ,worst delivery times ,bad customer service ,prices are about as sales as a dealership ! This is always my very last call ! I rather deal with KSI or EMPIRE AUTO PARTS way cheaper and wayyyy better customer service !
Extremely professional, this location is orderly, well organized and carry's all the products one would need to complete a job. The associates are also knowledgeable and pleasant. I highly recommend this establishment.
I would buy way more parts from them if they work faster. You have to spend at least an hour in the line with 2-3 people in front of you. That's crazy sloooooow.
0 stars google made me pick a star😡. This place will have you late for everything you plan for that day. Went in just for a pick up end up being in there an hour and I ordered it over the phone 🤦🏼♀️🤦🏼♀️🤦🏼♀️🤦🏼♀️🤦🏼♀️.
Help is needed at the counter those nice guys can only do but so much. Just uncalled for. Who ever respond to this review before you respond you should go in there uncover to get the experience for yourself so you can see what people are going threw. PICK UP counter/person is needed ASAP!!!!!!!!
Purchased a new fender for my vehicle here. Called ahead and Staff was veer helpful. Was a long wait when I went in on a Monday b/c only one person was working the front desk but he was super professional and had a positive attitude. He helped put the fender in my car… Prices are reasonable as well. I would definitely come back here if I need another car part…
I drove 50 mile to the warehouse on queen city blvd to pick up a brand new bumper for my 01 450. It had a golf ball sized ding right on top in plain view. They only offered me $50 off a brand new bumper that would cost me $200.00+ to fix. No management showed their faces in order to make a deal/keep business. Just another business that don't care about their customers.
Now I get to drive home 50 more miles and be right where I was two days ago when I first called them.
Horrible experience and business at keystone automotive. If that is what you are looking for that's the place for you.
Salesmen at the front desk are nice people though
Great place to get aftermarket auto parts, body and paint materials. Depending on when you show up there could be a long way at the counter. The guys that are work there are great though.
First off my this is my very first time dealing with this company and to say the least I'll never use this company again for all the reasons you should never shop with a company. Let me count the ways.
1) I ordered a rack and pinion with the electrical assist motor they sent me the part and it didn't have the motor. So now I had to drive back over there to take the wrong part back.
2) I spoke with Allison walker (sales rep) she created a new work order for the right part but tell me I have to wait a week to get my correct part. She then transfers me to Jay( the supervisor)I am a shipping supervisor myself and I know that you can Expedite a shipment or over a shipment. Jay tells me NO I'M NOT DOING THAT YOU CAN WAIT A WEEK OR I CAN GIVE YOU YOUR MONEY BACK THAT SIMPLE.
3) I wait the entire week for my part to come JAY send the part 45 miles away from where I leave and from the pick up from the original part I picked up that was the wrong part ( I picked up and dropped off the wrong part they shipped in Charlotte Jay Shipped The New Part To Salibury)
4) they were suppose to credit me some money back as soon as I took the wrong part they sent me back so I did that in record time when they told me they would credit me some money back... well needles to say they have not credit me any money back and made me wait an entire week for the correct rack and pinion to get here.
5) this place is not the most customer friendly place starting from the beginning of the pick up calls in the sales department. The lack Of professionalism and lack of willing to correct their wrongs to a paying customer for over 700.00 was absolution worth writing this review. I will never spend my money with this place again. Its Definitely not worth the attitude and lack of customer help and or appreciationThey displayed over the 2 weeks they have either held my part of money hostage!!! Terrible place
The avoidance phone calls and leave people on hold for long times and then hang up. A long line of customers in store and instead of helping them they sat around and talked to each other.
The customer service is just awful at this place. Got an engine, there was clearly an internal fault so had to wait an additional week to get ANOTHER engine. Finally got the new engine and then the dealership i had my car at, had to go through leaps and bounds to get payment for it. Information that could have been given when the claim was initially made was left out, they were rude when asked where to send the invoice to. Just doesnt make sense to go out your way to be rude to people who actually spend money here. Will never have any close to me, friends or co workers get any parts from this place.
Good people and parts but the service has always been slow and they won't do anything to help it speed up. There's no way to even call ahead and have them pull it for you, it's always a "15 minute wait" that becomes 2 hours.
Great bunch of guys! I'm a truck driver that delivers containers there. These guys always have a smile on their face, and that's not always easy at 5 am. 😎
Very polite and very professional I didn't realize my delivery time was from 8 to 5 and I thought it was 6 to 4. But they were nice enough still to get me right in the door and got me unloaded within a matter of 30 minutes
Wait was insanely long. There is no way to order parts over the phone and have them ready for you when you come, but the staff were friendly and professional as well as courteous. Waited 2 hours for quite literally 2 minutes of interaction.
Very bad service!! Avoid this place at all cost! I Purchased a part from them and they sent the wrong one. They did not want to exchange it and still haven’t! The customer service is trash!! Take your money elsewhere!!!
Absoulutely oustanding service! Great pricing, response time, and accuracy! Thanks to Jackie Z. for her going above and beyond for her customers. Excellent customer service.
The wait is insane. But the parts are cheap. Fitment not always the best and bumper came with small nick and a few other issues. Oh well. Order through a dealer to get it delivered instead.
Horrible service unless you do not speak English then you get served first. I called two hours in advance to have them pull the bumper I needed, got there and waited another hour for them to bring it to me after I got it, it was damaged and bent up,waited another 15 minutes for them to get me another one. Horrible service!!!
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