RE: complaint ID [redacted]
Revdex.com:I have received notification of the promised credit to my credit card account from Rock Auto at 12:04 PM CST today.I accept this resolution.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again, as I explained in my previous complaint that the reason the signal switch was order was because the wiper motor did not fix the problem. Due to the issues we were having we were lead to believe that the signal switch was causing the issue. It was until we order another wiper motor from a more reputable company and sent us one that worked did we realized the Rock Auto had sent us a BAD WIPER MOTOR. Had they sent us one that worked in the first place we would have never had order the signal switch. We did not intend to order something that "simply was not needed".
Regards,
[redacted]
We apologize that these parts did not fit Mr. [redacted]’s truck. There are two different boot kits listed for his vehicle, with pictures clearly showing a set of 4 straight tubes and a set of 2 tapered tubes. We have clarified the catalog descriptions to specify which positions in the truck each kit...
fits. Due to the imprecise catalog listings, we understand how the customer could have made an inaccurate selection for his needs. We have provided return instructions and a pre-paid label to send the parts back for a refund.
Our initial response addresses her first and second responses: "Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question, so I'm not sure why the Revdex.com thinks RockAuto's response will differ.
I own a 1999 Honda Civic EX. The engine and transmission are located in the car as the engine is on the right side of the vehicle, the transmission is located on the left is of the vehicle. The mount that I ordered was listed as the left front transmission mount. The part I received from Rock Auto was a right front motor mount. Their response was that I ordered the wrong part. They stated that I needed to order a motor mount. Why would I order a motor mount for the transmission? When I spoke to two of their customer NO-service persons, they both acted as if I was stupid and had no clue about what part I needed for my car. I believe that Rock Auto's return policy is that the customer is always wrong, no matter the circumstances, so that Rock Auto does not have to pay the return shipping on any part that they sell.
Never mind the refund. I have too much work to take care of to fight this. I know this company was hoping for this, so they win. It seems Rock Auto is going to keep fighting & standing up for their horrible service. The only reason I did not get the carburetors returned by their deadline was they kept sending me bad carburetors (3 of them) & the shipping time back & forth(which took a week each way, 6 weeks by it's self) & waiting for them to respond to my e-mails & phone calls. Their deadline is also from the first purchase date regardless of how many faulty carburetors they sent me & the time for setting them up on the car only to realize I received another bad carburetor & the bad customer service & shipping times back forth & money spent (about $90.00)on shipping back & forth 3 times. I hope they don't scam some one they way they scammed me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As stated in my original submission their website is not clear on quantity for this particular item. They continue to be ignorant and refuse to accept their issue. This is an unacceptable solution. I feel I am being fair in my request. Revdex.com, please review my original submission. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
ERegards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response provided by Rock Auto is inaccurate and in effect a lie. I communicated with them directly (see attached Word document) in attempt to resolve the issue in an amicable fashion. Only when I raised this matter to Revdex.com did they even bother responding back to me. My preference given their attitude and lack of concern for clients is to receive a full refund on the incorrect part that was purchased.
Regards,
[redacted]
Un-selecting country flags at the top of the catalog eliminates vehicles that are only sold in those specific markets. Mr. [redacted]'s 1997 JEEP WRANGLER 2.5L L4 was sold in every market (US, CA, EU, MX), so we showed parts for all markets when this vehicle was selected. The oxygen sensor...
connector he purchased was shown with a Canadian flag, meaning it fits Wranglers in the Canadian market, but he has a US Wrangler. We are sorry for any confusion Mr [redacted] experienced but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Rock Auto has acted in bad faith by alleging a warranty, then when called on the claim. fails to refund the purchase price in exchange for a defective part. For Rock Auto to claim that they are only a vendor, and that their supplier must only offer a like for like replacement is unreasonable, and unfair, as I needed to replace the item when it failed, and had to purchase another from a local supplier. There is no way waiting one week for an exchange was even considered when I purchased this item, and Rock Auto offered a guarantee. Respectfully,
[redacted]
While
it is not typical practice to issue refunds to anything other than
the original payment method, since the details of this situation
called for an exception the customer was issued a check refund for
$183.93 as requested on 7/8/15. The customer has received and cashed
the check refund as...
Mr. [redacted] rejected our offer, but presents no new information and our original message responded to all the same points.Mr. [redacted] chose a flasher listed in our online catalog as a "3-Prong Type". The part he was replacing has 7 prongs, so he ordered incorrectly. We have successfully sold this part several times for Mazda Miatas. We will issue a refund once this part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, [redacted] Customer Relations
This customer's refusal of our response just asks for the exact same thing, a refund to his card. We have already explained in our initial response that "We will not issue a refund to his debit card."Please remove this from our queue.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending it.]
Revdex.com:
If they will actually honor what they say they will do than it is acceptable. But before filing this complaint, they rejected this exact proposal more than 4 times when talking on the phone. I need to know they will honor what they are saying they will do.
Regards,
[redacted]
Because this company is not telling the truth about anything and everyone that I spoke to know all I wanted was an exchange and they would not give it to me, but told me to try and sale the parts to someone one else and even if I was to do that I would not get back what I spent on the parts. This is why I have rejected this companies reasoning of why they could not just to exchange the parts I never ask for money back just for an exchange.
On 4/7, Mr. *** reported that he received a part which was not new on our Order Status & Returns page. We provided a prepaid FedEx return shipping label and shipped a replacement. On 4/10, he contacted us to report that the replacement was not correct because he ordered the wrong part in the...
first place. He also indicated that he installed the part. As our Help page explains, we will not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns).
First, we
apologize that the customer did not receive responses from our
representatives. The situation had already been addressed, but
apologize that he did not receive callbacks.
When this
customer reported a problem with his converter, we explained that
with the information he provided...
we could not guarantee it would be
covered under the manufacture's warranty. We explained that typically
catalytic converters are only covered if there is a structural
problem. If it failed due to another problem in the vehicle, it
wouldn't be covered by warranty.
The customer ordered a new
converter, then contacted us for warranty return instructions for the
old one. The customer returned the old converter. The manufacturer
found that the substrate had broken apart internally with signs of
heavy ash, which indicates a problem outside the converter (such as
over-heating, an emissions issue) rather than a manufacturing defect.
(Please see manufacturer's site for additional technical information
about this type of symptom[redacted]).
We informed the customer that since the converter was not faulty we
could not refund for it and we returned it to him at his request.
The piece of paper the
customer included in his return did not need to be opened for the
manufacturer to inspect the part. The manufacturer uses a tool that
can be inserted into either end of the converter for an internal view
without need for cutting it apart, which is why the converter
returned to the customer after inspection was in one piece.
Parts can quickly or slowly
deteriorate, so it is likely the new converter will eventually fail
as well if nothing else was replaced. The vehicle could have passed
emissions tests and not necessarily shown a check engine light if the
substrate was slowly deteriorating over several months. We can not
speak to the validity of a competitor's (like a dealership's) claims
but based on the manufacturer's inspection this was not a failure
caused by the converter. Since the converter was not a defective
part, no refund will be issued.
Revdex.com:
I can not view what is below ? CFPB just got a response from "verified by Visa" claiming they had nothing to do with requirements of providing dob and ss#. They claimed was TCF bank and rock auto. Also I was doing the echeck as recommended by TCF bank manager because she couldn't believe that this extra info required. Within an hour I called rock auto because did not get confirmation email about order. Was informed order would not even be processed until following week die to payment type. At that point cancelled order after refused to take debit card over phone to process that day. Was a week later after they tried to charge my account.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
RE: complaint ID [redacted]
Revdex.com:I have received notification of the promised credit to my credit card account from Rock Auto at 12:04 PM CST today.I accept this resolution.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again, as I explained in my previous complaint that the reason the signal switch was order was because the wiper motor did not fix the problem. Due to the issues we were having we were lead to believe that the signal switch was causing the issue. It was until we order another wiper motor from a more reputable company and sent us one that worked did we realized the Rock Auto had sent us a BAD WIPER MOTOR. Had they sent us one that worked in the first place we would have never had order the signal switch. We did not intend to order something that "simply was not needed".
Regards,
[redacted]
We apologize that these parts did not fit Mr. [redacted]’s truck. There are two different boot kits listed for his vehicle, with pictures clearly showing a set of 4 straight tubes and a set of 2 tapered tubes. We have clarified the catalog descriptions to specify which positions in the truck each kit...
fits. Due to the imprecise catalog listings, we understand how the customer could have made an inaccurate selection for his needs. We have provided return instructions and a pre-paid label to send the parts back for a refund.
Our initial response addresses her first and second responses: "Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question, so I'm not sure why the Revdex.com thinks RockAuto's response will differ.
I own a 1999 Honda Civic EX. The engine and transmission are located in the car as the engine is on the right side of the vehicle, the transmission is located on the left is of the vehicle. The mount that I ordered was listed as the left front transmission mount. The part I received from Rock Auto was a right front motor mount. Their response was that I ordered the wrong part. They stated that I needed to order a motor mount. Why would I order a motor mount for the transmission? When I spoke to two of their customer NO-service persons, they both acted as if I was stupid and had no clue about what part I needed for my car. I believe that Rock Auto's return policy is that the customer is always wrong, no matter the circumstances, so that Rock Auto does not have to pay the return shipping on any part that they sell.
Never mind the refund. I have too much work to take care of to fight this. I know this company was hoping for this, so they win. It seems Rock Auto is going to keep fighting & standing up for their horrible service. The only reason I did not get the carburetors returned by their deadline was they kept sending me bad carburetors (3 of them) & the shipping time back & forth(which took a week each way, 6 weeks by it's self) & waiting for them to respond to my e-mails & phone calls. Their deadline is also from the first purchase date regardless of how many faulty carburetors they sent me & the time for setting them up on the car only to realize I received another bad carburetor & the bad customer service & shipping times back forth & money spent (about $90.00)on shipping back & forth 3 times. I hope they don't scam some one they way they scammed me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As stated in my original submission their website is not clear on quantity for this particular item. They continue to be ignorant and refuse to accept their issue. This is an unacceptable solution. I feel I am being fair in my request. Revdex.com, please review my original submission. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
ERegards,
[redacted]
We have nothing further to say to Ms. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response provided by Rock Auto is inaccurate and in effect a lie. I communicated with them directly (see attached Word document) in attempt to resolve the issue in an amicable fashion. Only when I raised this matter to Revdex.com did they even bother responding back to me. My preference given their attitude and lack of concern for clients is to receive a full refund on the incorrect part that was purchased.
Regards,
[redacted]
Un-selecting country flags at the top of the catalog eliminates vehicles that are only sold in those specific markets. Mr. [redacted]'s 1997 JEEP WRANGLER 2.5L L4 was sold in every market (US, CA, EU, MX), so we showed parts for all markets when this vehicle was selected. The oxygen sensor...
connector he purchased was shown with a Canadian flag, meaning it fits Wranglers in the Canadian market, but he has a US Wrangler. We are sorry for any confusion Mr [redacted] experienced but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Rock Auto has acted in bad faith by alleging a warranty, then when called on the claim. fails to refund the purchase price in exchange for a defective part. For Rock Auto to claim that they are only a vendor, and that their supplier must only offer a like for like replacement is unreasonable, and unfair, as I needed to replace the item when it failed, and had to purchase another from a local supplier. There is no way waiting one week for an exchange was even considered when I purchased this item, and Rock Auto offered a guarantee. Respectfully,
[redacted]
While
it is not typical practice to issue refunds to anything other than
the original payment method, since the details of this situation
called for an exception the customer was issued a check refund for
$183.93 as requested on 7/8/15. The customer has received and cashed
the check refund as...
of 7/15/15.
Mr. [redacted] rejected our offer, but presents no new information and our original message responded to all the same points.Mr. [redacted] chose a flasher listed in our online catalog as a "3-Prong Type". The part he was replacing has 7 prongs, so he ordered incorrectly. We have successfully sold this part several times for Mazda Miatas. We will issue a refund once this part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, [redacted] Customer Relations
This customer's refusal of our response just asks for the exact same thing, a refund to his card. We have already explained in our initial response that "We will not issue a refund to his debit card."Please remove this from our queue.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending it.]
Revdex.com:
If they will actually honor what they say they will do than it is acceptable. But before filing this complaint, they rejected this exact proposal more than 4 times when talking on the phone. I need to know they will honor what they are saying they will do.
Regards,
[redacted]
Because this company is not telling the truth about anything and everyone that I spoke to know all I wanted was an exchange and they would not give it to me, but told me to try and sale the parts to someone one else and even if I was to do that I would not get back what I spent on the parts. This is why I have rejected this companies reasoning of why they could not just to exchange the parts I never ask for money back just for an exchange.
On 4/7, Mr. *** reported that he received a part which was not new on our Order Status & Returns page. We provided a prepaid FedEx return shipping label and shipped a replacement. On 4/10, he contacted us to report that the replacement was not correct because he ordered the wrong part in the...
first place. He also indicated that he installed the part. As our Help page explains, we will not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns).
First, we
apologize that the customer did not receive responses from our
representatives. The situation had already been addressed, but
apologize that he did not receive callbacks.
When this
customer reported a problem with his converter, we explained that
with the information he provided...
we could not guarantee it would be
covered under the manufacture's warranty. We explained that typically
catalytic converters are only covered if there is a structural
problem. If it failed due to another problem in the vehicle, it
wouldn't be covered by warranty.
The customer ordered a new
converter, then contacted us for warranty return instructions for the
old one. The customer returned the old converter. The manufacturer
found that the substrate had broken apart internally with signs of
heavy ash, which indicates a problem outside the converter (such as
over-heating, an emissions issue) rather than a manufacturing defect.
(Please see manufacturer's site for additional technical information
about this type of symptom[redacted]).
We informed the customer that since the converter was not faulty we
could not refund for it and we returned it to him at his request.
The piece of paper the
customer included in his return did not need to be opened for the
manufacturer to inspect the part. The manufacturer uses a tool that
can be inserted into either end of the converter for an internal view
without need for cutting it apart, which is why the converter
returned to the customer after inspection was in one piece.
Parts can quickly or slowly
deteriorate, so it is likely the new converter will eventually fail
as well if nothing else was replaced. The vehicle could have passed
emissions tests and not necessarily shown a check engine light if the
substrate was slowly deteriorating over several months. We can not
speak to the validity of a competitor's (like a dealership's) claims
but based on the manufacturer's inspection this was not a failure
caused by the converter. Since the converter was not a defective
part, no refund will be issued.
Revdex.com:
I can not view what is below ? CFPB just got a response from "verified by Visa" claiming they had nothing to do with requirements of providing dob and ss#. They claimed was TCF bank and rock auto. Also I was doing the echeck as recommended by TCF bank manager because she couldn't believe that this extra info required. Within an hour I called rock auto because did not get confirmation email about order. Was informed order would not even be processed until following week die to payment type. At that point cancelled order after refused to take debit card over phone to process that day. Was a week later after they tried to charge my account.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]