🔧 Keystone Automotive - Austin

Answer the phone. I've been calling for 3 days for just a copy of an invoice. Then they reply to the review saying to call to resolve it. And to everyone's shock I can't get an invoice because nobody answers the phone. Imagine having the job of replying to the reviews with a copy and paste response knowing full well there's nothing they're doing to help. Good job 👏

I drove down to New Braunfels and paid for my part on Wednesday, December 11. It cost $155.16. It was a replacement driver’s seat for my 2003 Honda Accord. I was told “we can ship it to Kyle in two business days, or to Austin in three.” So I chose to ship it to Austin in three. On the morning of Monday, December 16, I did not receive a phone call, or any communication. I called my rep at the New Braunfels office and she told me it was ready at the Austin location. That was how I found out. I had to be proactive because the Austin location had failed to ever reach out to me. Then I get to the Austin location, I tell the person there my name, I spell my last name, and she says she doesn’t see me in their system. My theory is that she spelled my first name wrong (it’s A before E, but a lot of people get that backwards), but I didn’t want her to think I was insulting her intelligence, so I just skipped to the only other piece of information that I knew they had, which was my phone number. I gave her my phone number, she looked at the computer screen, and then at me, and said “front seat?”, and I said “yes.” She then brought me in to the warehouse and showed me the part. She said I could pull my car into the docking bay to put the part in my car (the part was a replacement driver’s seat). After bringing my car up, I realized that the seat was pretty heavy, so I went back into the lobby to try and ask for some assistance — no one was there. So yeah, the customer service here isn’t great.

They need more people if you're there with a couple you get through quickly but if you're there with a lot of people you'll be there a bit

Talked to two different managers. Was sold an engine and the pics showed the full engine but only got the block. I was sent a disclaimer that shows they may or may not come with all parts but when the pic shows complete engine that what I thought I was getting was not told any other way. Talked to first manager completely rude talked to second manager thought he understood but then got the disclaimer basically saying i’m beat. Buyers Beware make sure you ask all the questions ahead of time.

My experience is a little different but very pleasant. I'm a contractor and worked on their racking system. From the moment my team and I arrived, the staff made us feel welcome and appreciated. We were able to finish our project with no problem. If I get sent to this warehouse again, I'm going to do it with a smile on my face...