Advance Auto Parts

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business is not offering a solution at this point, they are reviewing the information to see if there is something they can do. This type of answer is too generic and not even close to a solution. We need the removal of charges that we never authorized or used. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Since, they say I will receive my rebate, that’s all I can ask from them to honor the rebate.   This will satisfy my original complaint.  Thank You for your assistance in this matter.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information provided and would like to apologize for the inconvenience our...

customer received while trying to claim their rebate. We have verified the three purchases; however the promotion did indicate $15 per axle.  Mr. [redacted] has two $15 rebate gift cards being processed through our rebate center per the tracking numbers he provided.  Since he did make a total of three purchases, as a gesture of good will we are issuing an additional $40 as a one-time courtesy.Details of the rebate offer in question from last month are below:[redacted]  Get up to a $30 Rebate ($15 per axle) with purchase of Carquest Wearever Gold Brake Pads and (2) two Carquest Wearever Rotors. Limit 2. (Purchases must be on same ticket) Purchase by: August 31, 2016 Redeem by: September 30, 2016 Details of rebate payment type from our rebate FAQ page below: [redacted]  Q: What are my payment choices? A: All payments will be made in the form of an Advance Auto Parts gift card, which is redeemable at any Advance Auto Parts store. Gift cards are typically received 5-7 weeks after registering for your rebate.  Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the Chevrolet Suburban claim information provided and the engine claim was sent...

to our manufacture for further inspection to understand the reason of failure for claim # [redacted]. Upon further review A[redacted] has determined the engine did not fail due to manufacture defects. After contacting ATK we were provided with additional information below, and we are also attaching a picture of the valve with deposit build up and debris: Failure Analysis and Conclusion for Claim Inspection September 08, 2016. EXTERNAL VISUAL INSPECTION: Engine serial # L626578 with oil pump, received and examined. There are no visible external damages found. Heat tab present no activated. Intake ports are oily wet. Compression test 180 to 200 psi reading on all cylinders including # 1. INTERNAL VISUAL INSPECTION: Inspection reveals two different problems, piston crowns, combustion chambers and intake valve have sticky gummy deposit, also piston crowns and combustion chambers show's small carbon debris particles embedded, Also # 1, intake and exhaust valve seat have print debris in valve and seat faces now resulting in the reported problems. stem seals are intact, in place and their material remains pliable. Internal bearings show normal good condition. Lobes and lifters are not worn or damages. DIMENSIONAL, PARAMETERS AND OBSERVATIONS: Cylinder heads and block are not warped. Head gaskets are correct for the application, installed properly and sealing. Valves were clean and vacuum ok at 26 inhg. Ring end gap is at .016". CONCLUSION: Not factory defects were found. Claim will be denied. As a gesture of good will, we are mailing a $300 check to the name and address provided for the Chevrolet engine claim. Mr. [redacted] can be expecting his check in 7-10 business days.  For the Ford Mustang claim, we have claim # [redacted] that we opened just days ago after receiving this complaint.  Our warranty claims team was not contacted regarding this claim; so AAP was unaware of this opportunity.  We see that [redacted] was recently contacted by [redacted] regarding this, however our warranty claims team at [redacted] can be called to check on the progress. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed a .ppear below. I have not been contacted by anyone from Advance Auto, Tuesday 12/22/15  I was told by a Manager from [redacted] store to take it to the Advance store on [redacted] rd in [redacted] county. This was wednesday 12/23/15 . The manager was out and the clerk on duty did not even offer to test the battery. After driving my van home I disconnected the battery  let set for 3 days reconnected the cables and there was not enough power to turn on the headlights. I plan on buying a battery from [redacted] and needless to say I will never buy another item from Advance auto and I plan on telling everyone I know about my experience with this company.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the
complaint that Mr. [redacted] has filed. It is important for us to hear from our
customers and we will strive to meet your expectations. 
 
We have reviewed the information provided and would like to
apologize for the...

inconvenience caused to our customer.  We are mailing a refund check in the amount of
$103.78 to the address provided.  Mr.
[redacted] can be expecting the check in 7-10 business days.
Our promise is to provide superior customer service and offer high
quality products when you need them. We sincerely apologize for the
inconvenience this may have caused and if we can further assist you please let
us know.

I accept, however, only if they send me my rebate card this time. Thank you,  [redacted] 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the response from Mr. [redacted]. Again, we apologize for the inconvenience this has caused him. At this time we have had the order cancelled for Mr. [redacted]. We have also provided the link for the FAQ page below which does state “You will receive an email confirmation when the store has been notified of your order. You can pick up your order 30 minutes after you've received the email confirmation. This 30-minute pick up time applies to in-stock items only, and for orders received during store hours.” In instances of payment review, the customer would not receive the confirmation order email until the order came out of the payment review status. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know. http://shop.advanceautoparts.com/o/instorepickup

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank
you for providing us with the opportunity to address the complaint that
Mr. [redacted] has filed. It is important for us to hear from our customers and
we will strive to meet your expectations. 
We
have reviewed the information provided and would like to apologize for...

the
inconvenience our customer received while trying to submit their rebate. Unfortunately,
we are unsure why the rebate was declined. The opportunity has been escalated to
our rebate team for further review. We are happy to send a check in the amount
of $3, for the mail-in-rebate, to the address on file. Please allow 7-10
business days for processing and shipping.
Our promise is to provide
superior customer service and offer high quality products when you need them.
We sincerely apologize for the inconvenience this may have caused and if we can
further assist you please let us know.

Thank
you for providing us with the opportunity to address the complaint that Mr. [redacted]
has filed. It is important for us to hear from our customers and we will strive
to meet your expectations. 
We have reviewed the information provided and would like to
apologize for the...

inconvenience caused to our customer.  It is possible that a Manager
attempted to match this price for our customer, but due to system limitations,
he or she was not able to override the price at that time. 
We
apologize for the inconvenience caused to our customer, and appreciate him
raising these concerns about our price matching policy.  We will evaluate the limitation within our
system.  We would like to offer our
customer a $20 gift card for the inconvenience, which can be used at any of our
locations and does not expire.  The gift
card will be mailed to the address on file. 
Please allow 7-10 business days for processing and shipping. 
Our promise is to provide superior customer service and offer high
quality products when you need them. We sincerely apologize for the
inconvenience this may have caused and if we can further assist you please let
us know.

We have spoken with the Warranty Claims Department multiple times regarding Mrs. [redacted]'s claims.  Unfortunately, we are unable to offer any labor reimbursement outside of what the vendor offers based upon their inspection.   As the manufacturer has deemed these two claims to be due to other factors, and not a manufacturing defect, we are unable to offer Mrs. [redacted] the labor reimbursement she is seeking.

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and did see the same exchange/purchase history the customer...

stated. The warranty of this Radiator is “limited lifetime” and that means that it would be exchangeable due to manufacturer defects and not normal wear and tear. The part has been exchanged two times so far and Ms. [redacted] states the part was originally purchased in 2003 and the last exchange took place in 2010 meaning that for six years this part has lasted and that is not counting the remainder of the thirteen years from original purchase date. All warranties are from the original date of purchase and we would have to consider this warranty to have been fulfilled and no longer valid due to the above reasons. Please see further below for our warranty policy and also provided is a link to the same information. At this time we cannot assist with the request of Ms. [redacted], but I would recommend ordering the part online and using the discount code TRT30 for 30% off of $50 or more up to a maximum of $50 off. If any help is required you may contact [redacted] option 1 option 1 and request assistance placing order which can be picked up in store. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond. [redacted]   General Limited Warranty Period and Applicability The warranty period is 90 days from your date of purchase or any longer warranty period that may be printed on your original sales receipt. During the warranty period, we will replace or refund, at our option, any new part that fails due to a defect in materials or workmanship under normal use and service after proper installation. Simply return the part along with your original sales receipt to any Advance Auto Parts store. You must be the original purchaser of the part and still own the vehicle on which it was installed. This warranty is not transferrable. Replacement parts are warranted for 90 days from the date of exchange or the remainder of the warranty period on the original part, whichever is longer. Refunds will only be considered if you bring the defective part to an Advance Auto Parts store along with your original sales receipt within 90 days from the original date of purchase. Refunds will be issued in accordance with our Refund Policy.   What is Not Covered Failure due to: accident or collision; misuse, abuse or modification; chemical fallout; salt, hail, or other environmental conditions including natural disasters; marine use; improper installation; installation of an incorrect part; and damages caused by other faulty parts. Parts under manufacturer's recall for a related problem. Parts installed on vehicles used off-road or for racing purposes. Parts installed on a commercial-use vehicle after 90 days (see below). Normal wear and tear. Used or salvage parts.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  Unfortunately, I was expecting this kind of response. The is a clear case of white privileged words overcoming those of a Hispanic person who is not to  be trusted. The manager at the store, [redacted], believes on what his employee is saying even thought it is a lie; [redacted] obviously doesn't' believe me. The employee damaged the radiator when he was working with the battery, and that is the true. Anything else the employee and [redacted] say is a lie and I am willing to say it to their faces. I cannot accept this offer in "good will," which is disrespectful and condescending. "Let's trow this Hispanic a little bone to satisfy him," that is what the company is doing.

I have reviewed the response made by the business in reference to complaint ID [redacted], I will supply this information, I have to scan these documents in. I can do this sometime today. I have to run and use a scanner at work later today.The Location is [redacted]Receipt Store #[redacted] It says Transaction #[redacted] on 5/1/2017 18:09:56  - I will scan this in todayThe dealer receipt - I will have scanned in today as well.
Regards,
[redacted]

Thank you for allowing us to repond to this opportunity sent.  We have engaged our Field Leadership team and asked them to contact our customer ASAP to understand the situation fully to see how we can resolve.
thank you,

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]. We...

reached out to our Insurance company “[redacted]” and they provided some information concerning the denial of the claim. They advised that “Mr. [redacted]’s mechanic should’ve been able to determine that the spark plugs used on the vehicle were incorrect as they are visually different from each other. Due to this failure on the part of the mechanic the claim is denied”.  We can advise that when a mechanic or customer installs a part they take it upon themselves to determine that is in fact the correct part for their vehicle. We would also advise that if the spark plugs inside the packaging were different then we would recommend reaching out to NGK possibly for assistance. We would however also recommend speaking with the mechanic who installed the spark plugs and caused the damage to the vehicle. The only additional advisement we could provide would be for any questions to contact [redacted] at [redacted]. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with the owner of the repair shop that did the repair. Advance Auto did provide $250.00, but not $350.00. At no time did Advance Auto offer to replace the engine. Based on the conversation that I had with the repair shop, and lack of conversation and dialogue that I had with Advance Auto, I am surprised that they provided $250.00. I'm going to mark this up as lessons learned about Advance Auto. I will never do business with them again, nor will I recommend them to anyone.  I appreciate the role that Revdex.com took in trying to resolve this situation, but I know that there are some situations that can not be resolved. Please close this complaint because I do not want to have anything to do with Advance Auto again.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted].  We appreciate the picture of the coupon, but we would still be unable to assist as our product clearly advises it is not eligible for discount. If there is an email that can be shared with us showing the engines displayed at a discount then we would be happy to review. At this time we are unable to offer any reimbursement for discounts on engines. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.