AutohausAZ

The statement that I gave them the part number is a total fabricationI asked the order taker if that part was the correct part for my carHe assured me that it was the correct partI accepted his expertiseThe ordered part came in a padded envelope, but their return instructions required that it be returned in a boxThe return cost mebecause I had to return it per their instructionsGood companies like Amazon, Orvis include a prepaid labelReturns are not setup to make it so difficult to return a product that is not correct, regardless who selected the product

Tell us why here Revdex.com N12th Street Phoenix, AZ 85014- Autohaus Arizona, Inchas an A+ Rating with Revdex.com and has been in business for over yearsWe are sorry that this first time Autohaus Arizona, Inccustomer felt it was necessary to file a complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity At AutohausAZ we are committed to getting our customer’s orders to them as quickly as possible We can't guarantee same day shipping, but we do guarantee orders submitted by 1pm MST will ship no later than the following business day This order was placed on Tuesday, November 24, at 12:48pm This would result in either shipping Tuesday (same day) or Wednesday (next day) This customer did have a portion of their order shipped directly from a manufacturer, tracking # [redacted] these parts were processed and shipped on November 24, and delivered to the customer on November 25, (See attached tracking history) The remaining parts were shipped from our Tempe warehouse, with the order processed on Tuesday, November 24, and shipped on Wednesday, November 25, This order, UPS tracking # [redacted] was delivered December 4, (See attached tracking history, indicating a delay caused by “UPS operating conditions” on December 3, 2015) Although we cannot control delays due to inclement weather, we did apologize to the customer for the inconvenience caused by the UPS delay This order was over $and the customer selected free UPS Ground shipping Ground shipping may take up to 5-business days; Saturday and Sunday are not UPS business days and the day of pickup is not included in shipping time, also, November 26, was a Holiday, this shipment was received within the 5-business days as stated on the Autohaus Arizona, Incwebsite (See attached freight page) If any additional information or documentation is needed please do not hesitate to contact me Thank you, Joan P [redacted] Executive AssistantAutohaus Arizona, Inchttp://www.AutohausAZ.com [redacted]

Autohaus Arizona, Inchas done a review of both of the profiles for this customer and has spoken to both of the customer service representatives that assisted this customer
Autohaus Arizona, Inchas NO vehicle information on file for the customer, unless a part number was provided it would not be possible for our customer service representative to assist or assess if a part was correct. Internal notes indicate that the customer provided the part number at the time the part was ordered. When the customer called in on 3/21/to request a Return Authorization the customer stated he ordered the wrong part
Autohaus Arizona, Inchas provided a Goodwill adjustment of the initial shipping charges of $to the payment method on record
If any additional information or documentation is needed please do not hesitate to contact me
Thank you,
Joan P*** Executive AssistantAutohaus Arizona, Inchttp://www.AutohausAZ.comSRoosevelt StSuite Tempe, AZ

Tell us why here...
Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a consumer complaint and hope they understand that we have a high standard of customer...

service and that we take pride in our reputation for quality, accuracy and integrity.  
This order was placed on 3/15/2016, per our notes dated 3/15/16 @2:18PM, the customer provided the part number that was ordered. (notes attached)
The order was processed on 3/15/2016 and shipped UPS Ground on 3/16/2016.  UPS verified the part was delivered on 3/17/2016.
On 3/21/2016 the customer called in and stated he had ordered the wrong part and requested a Return Authorization (RA) to return the part.  RA [redacted] was emailed to the customer.  (http://www.autohausaz.com/html/autohausterms.html) 
The returned part was received and a credit for $21.58, (his cost for the part he returned) was issued to his credit card on 3/30/2016. As stated in our returns policy.
At Autohaus Arizona, Inc. we have set certain standards that we apply fairly to all customers that incur shipping/handling charges.
 It wasn’t until 3/30/2016 that we heard back from the customer, at this time the customer requested to have his initial shipping fees refunded. Our Customer Service manager responded and stated that the customer himself informed us that he had ordered the wrong part and following our returns policy the initial $9.95 shipping fee would not be refunded.
The customer reiterated his dissatisfaction with our return policy and warned that his displeasure would “be reflected on the Internet”.

Tell us why here...
 
Revdex.com
4428 N. 12th Street
Phoenix, AZ 85014-4585
 
 
Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to...

file a complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.  
At AutohausAZ we are committed to getting our customer’s orders to them as quickly as possible.  We can't guarantee same day shipping, but we do guarantee orders submitted by 1pm MST will ship no later than the following business day.   This order was placed on Tuesday, November 24, 2015 at 12:48pm.  This would result in either shipping Tuesday (same day) or Wednesday (next day).   This customer did have a portion of their order shipped directly from a manufacturer, tracking # [redacted] these parts were processed and shipped on November 24, 2015 and delivered to the customer on November 25, 2015. (See attached tracking history)  The remaining parts were shipped from our Tempe warehouse, with the order processed on Tuesday, November 24, 2015 and shipped on Wednesday, November 25, 2015. This order, UPS tracking # [redacted] was delivered December 4, 2015. (See attached tracking history, indicating a delay caused by “UPS operating conditions” on December 3, 2015).  Although we cannot control delays due to inclement weather, we did apologize to the customer for the inconvenience caused by the UPS delay.
This order was over $75 and the customer selected free UPS Ground shipping.  Ground shipping may take up to 5-7 business days; Saturday and Sunday are not UPS business days and the day of pickup is not included in shipping time, also, November 26, 2015 was a Holiday, this shipment was received within the 5-7 business days as stated on the Autohaus Arizona, Inc. website.  (See attached freight page)
If any additional information or documentation is needed please do not hesitate to contact me.
 
Thank you,
 
Joan P[redacted] Executive AssistantAutohaus Arizona, Inc. http://www.AutohausAZ.com[redacted]
[redacted]

Tell us why here...

Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a consumer...

complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.  

This order was placed on 3/15/2016, per our notes dated 3/15/16 @2:18PM, the customer provided the part number that was ordered. (notes attached)

The order was processed on 3/15/2016 and shipped UPS Ground on 3/16/2016.  UPS verified the part was delivered on 3/17/2016.

On 3/21/2016 the customer called in and stated he had ordered the wrong part and requested a Return Authorization (RA) to return the part.  RA [redacted] was emailed to the customer.  (http://www.autohausaz.com/html/autohausterms.html) 

The returned part was received and a credit for $21.58, (his cost for the part he returned) was issued to his credit card on 3/30/2016. As stated in our returns policy.

At Autohaus Arizona, Inc. we have set certain standards that we apply fairly to all customers that incur shipping/handling charges.

 It wasn’t until 3/30/2016 that we heard back from the customer, at this time the customer requested to have his initial shipping fees refunded. Our Customer Service manager responded and stated that the customer himself informed us that he had ordered the wrong part and following our returns policy the initial $9.95 shipping fee would not be refunded.

The customer reiterated his dissatisfaction with our return policy and warned that his displeasure would “be reflected on the Internet”.

Tell us why here...

 

0in 0in 0pt" class="MsoNormal">Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

 

 

Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.  

At AutohausAZ we are committed to getting our customer’s orders to them as quickly as possible.  We can't guarantee same day shipping, but we do guarantee orders submitted by 1pm MST will ship no later than the following business day.   This order was placed on Tuesday, November 24, 2015 at 12:48pm.  This would result in either shipping Tuesday (same day) or Wednesday (next day).   This customer did have a portion of their order shipped directly from a manufacturer, tracking # [redacted] these parts were processed and shipped on November 24, 2015 and delivered to the customer on November 25, 2015. (See attached tracking history)  The remaining parts were shipped from our Tempe warehouse, with the order processed on Tuesday, November 24, 2015 and shipped on Wednesday, November 25, 2015. This order, UPS tracking # [redacted] was delivered December 4, 2015. (See attached tracking history, indicating a delay caused by “UPS operating conditions” on December 3, 2015).  Although we cannot control delays due to inclement weather, we did apologize to the customer for the inconvenience caused by the UPS delay.

This order was over $75 and the customer selected free UPS Ground shipping.  Ground shipping may take up to 5-7 business days; Saturday and Sunday are not UPS business days and the day of pickup is not included in shipping time, also, November 26, 2015 was a Holiday, this shipment was received within the 5-7 business days as stated on the Autohaus Arizona, Inc. website.  (See attached freight page)

If any additional information or documentation is needed please do not hesitate to contact me.
 

Thank you,
 

Joan P[redacted] Executive AssistantAutohaus Arizona, Inc. http://www.AutohausAZ.com[redacted]

The statement that I gave them the part number is a total fabrication. I asked the order taker if that part was the correct part for my car. He assured me that it was the correct part. I accepted his expertise. The ordered part came in a padded envelope, but their return instructions required that it be returned in a box. The return cost me16.23 because I had to return it per their instructions. Good companies like Amazon, Orvis include a prepaid label. Returns are not setup to make it so difficult to return a product that is not correct, regardless who selected the product.

Autohaus Arizona, Inc. has done a review of both of the profiles for this customer and has spoken to both of the customer service representatives that assisted this customer.

Autohaus Arizona, Inc. has NO vehicle information on file for the customer, unless a part number was provided it would not be possible for our customer service representative to assist or assess if a part was correct.  Internal notes indicate that the customer provided the part number at the time the part was ordered.  When the customer called in on 3/21/16 to request a Return Authorization the customer stated he ordered the wrong part.

Autohaus Arizona, Inc. has provided a Goodwill adjustment of the initial shipping charges of $9.95 to the payment method on record.

If any additional information or documentation is needed please do not hesitate to contact me.

 

Thank you,

 

 

Joan P[redacted] Executive AssistantAutohaus Arizona, Inc. http://www.AutohausAZ.com2850 S. Roosevelt St. Suite 102 Tempe, AZ 85282

Ordered a serpentine belt for my 2011 VW Tiguan yesterday before I left for work, and with the lowest cost shipping of $5.95, my belt arrived Today via UPS at lunch time. Its a quality Continental belt made in Germany for the lowest cost I could find anywhere. Very impressive, I plan on making AutohausAZ my first stop for VW parts. Thank you!

Tell us why here...

Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a consumer...

complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.  

This order was placed on 3/15/2016, per our notes dated 3/15/16 @2:18PM, the customer provided the part number that was ordered. (notes attached)

The order was processed on 3/15/2016 and shipped UPS Ground on 3/16/2016.  UPS verified the part was delivered on 3/17/2016.

On 3/21/2016 the customer called in and stated he had ordered the wrong part and requested a Return Authorization (RA) to return the part.  RA [redacted] was emailed to the customer.  (http://www.autohausaz.com/html/autohausterms.html) 

The returned part was received and a credit for $21.58, (his cost for the part he returned) was issued to his credit card on 3/30/2016. As stated in our returns policy.

At Autohaus Arizona, Inc. we have set certain standards that we apply fairly to all customers that incur shipping/handling charges.

 It wasn’t until 3/30/2016 that we heard back from the customer, at this time the customer requested to have his initial shipping fees refunded. Our Customer Service manager responded and stated that the customer himself informed us that he had ordered the wrong part and following our returns policy the initial $9.95 shipping fee would not be refunded.

The customer reiterated his dissatisfaction with our return policy and warned that his displeasure would “be reflected on the Internet”.

Tell us why here...

 

0in 0in 0pt" class="MsoNormal">Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

 

 

Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.  

At AutohausAZ we are committed to getting our customer’s orders to them as quickly as possible.  We can't guarantee same day shipping, but we do guarantee orders submitted by 1pm MST will ship no later than the following business day.   This order was placed on Tuesday, November 24, 2015 at 12:48pm.  This would result in either shipping Tuesday (same day) or Wednesday (next day).   This customer did have a portion of their order shipped directly from a manufacturer, tracking # [redacted] these parts were processed and shipped on November 24, 2015 and delivered to the customer on November 25, 2015. (See attached tracking history)  The remaining parts were shipped from our Tempe warehouse, with the order processed on Tuesday, November 24, 2015 and shipped on Wednesday, November 25, 2015. This order, UPS tracking # [redacted] was delivered December 4, 2015. (See attached tracking history, indicating a delay caused by “UPS operating conditions” on December 3, 2015).  Although we cannot control delays due to inclement weather, we did apologize to the customer for the inconvenience caused by the UPS delay.

This order was over $75 and the customer selected free UPS Ground shipping.  Ground shipping may take up to 5-7 business days; Saturday and Sunday are not UPS business days and the day of pickup is not included in shipping time, also, November 26, 2015 was a Holiday, this shipment was received within the 5-7 business days as stated on the Autohaus Arizona, Inc. website.  (See attached freight page)

If any additional information or documentation is needed please do not hesitate to contact me.
 

Thank you,
 

Joan P[redacted] Executive AssistantAutohaus Arizona, Inc. http://www.AutohausAZ.com[redacted]

I went online to order a part for my daughter's car. I entered my billing information and got an error message, "Error Processing Credit Card

The credit card you are trying to use has been declined by the bank. Check information you entered. If it is all correct, please use another credit card or call us at ###-###-####. If the information was incorrect, please fix and resubmit order."...so I re-entered my card info again, to be sure it was all correct (it was), and again, got the same error message. I checked my credit card statement online to see if I could determine the issue, and saw that I had been charged multiple times for the order I was trying to place, so I called Autohaus. The rep on the phone told me that it was not their fault, that it was my bank blocking the transaction and that I needed to contact them, and they would not be sending me the part. I called my bank, who informed me that there was no block on my card, Autohaus would be getting the multiple payments that were processed and I would have to wait 5 days for the payment to post to dispute. I'd never order another item online from them again.

Review: I ordered from AutoHausAZ and I was promised to receive my shipment by December 3rd, 2015. I took a day off from work and even booked an appointment with my mechanic to have the parts installed December 4th, 2015. There was no reason for the delay, there was no inclement weather. Also it is promised to have the parts shipped out same day and receive an email which I never received. The items were dropped shipped straight from their vendors. I called AutoHausAZ and their customer service representative was rude and said there is nothing he can do.Desired Settlement: To receive some sort of discount for their promise and not delivering on it.

Business

Response:

Tell us why here...

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Autohaus Arizona, Inc. has an A+ Rating with Revdex.com and has been in business for over 30 years. We are sorry that this first time Autohaus Arizona, Inc. customer felt it was necessary to file a complaint and hope they understand that we have a high standard of customer service and that we take pride in our reputation for quality, accuracy and integrity.

At AutohausAZ we are committed to getting our customer’s orders to them as quickly as possible. We can't guarantee same day shipping, but we do guarantee orders submitted by 1pm MST will ship no later than the following business day. This order was placed on Tuesday, November 24, 2015 at 12:48pm. This would result in either shipping Tuesday (same day) or Wednesday (next day). This customer did have a portion of their order shipped directly from a manufacturer, tracking # [redacted] these parts were processed and shipped on November 24, 2015 and delivered to the customer on November 25, 2015. (See attached tracking history) The remaining parts were shipped from our Tempe warehouse, with the order processed on Tuesday, November 24, 2015 and shipped on Wednesday, November 25, 2015. This order, UPS tracking # [redacted] was delivered December 4, 2015. (See attached tracking history, indicating a delay caused by “UPS operating conditions” on December 3, 2015). Although we cannot control delays due to inclement weather, we did apologize to the customer for the inconvenience caused by the UPS delay.

This order was over $75 and the customer selected free UPS Ground shipping. Ground shipping may take up to 5-7 business days; Saturday and Sunday are not UPS business days and the day of pickup is not included in shipping time, also, November 26, 2015 was a Holiday, this shipment was received within the 5-7 business days as stated on the Autohaus Arizona, Inc. website. (See attached freight page)

If any additional information or documentation is needed please do not hesitate to contact me.

Thank you,

Joan P[redacted] Executive AssistantAutohaus Arizona, Inc. http://www.AutohausAZ.com[redacted]

Review: Part Number SH5162 was ordered on 08/21/13, and was shipped via UPS Ground on 08/22/13. The part was received on 08/28/13, but was not the right part. The packing slip reflected the correct part, and the box label reflected the correct part, but the part contained within the box was not what was listed on the label or packing slip. Upon calling customer service, we were told we would have to reorder the correct part (Order [redacted]) and pay for shipping to have it expedited since the part was needed before Labor Day weekend. The shipping charges were $61.44 on a part that only cost $50.67. Upon calling customer service again regarding the shipping cost, and getting it refunded since the mix-up was AutoHausAZ's fault and not ours, we were told their policy was that they would ship it out in the same manner it was originally shipped, but wouldn't cover the expedited shipping to correct their mistake. We asked where this policy could be found on their website and [redacted] informed me that it was not located on the website. He offered to refund the cost of a 3-day ground shipment ($16), but would not be covering the expedited shipping method to correct their mistake.Desired Settlement: I would like to be refunded the cost of the expedited shipping, as it was AutoHausAZ's mistake that they shipped out the wrong part.

Business

Response:

9/11/13

To Revdex.com

Complaint ID# [redacted]

Our manufacturer, ZF, miss boxed a part, in order to correct the error we emailed [redacted] a pre-paid return shipping label on 8/28/13 so she could exchange the incorrect part for a correct one. (The original part has not been returned and the free shipping label has not been used as of today.)

Rather than waiting for the exchange, [redacted] opted to pay for a new part up front and take a refund for the incorrect part, when it was returned, in order to expedite the process.

After placing the replacement order, on 8/28/13, [redacted] called back to expedite the shipping. At that time [redacted] was told that we did not cover expedited shipping cost but she still elected to upgrade the replacement order to [redacted] (next day) and paid for it.

Afterwards, on 9/6/13 [redacted] called wanting a refund of the expedited shipping. She was told again that we do not cover the costs of expedited shipping. She continued to berate the sales rep and we eventually told her that in some cases we will upgrade replacement orders one step, which in this case would have been to 3-day and that we would refund her the cost of 3-day shipping. The refund of $16.08 was issued 9/9/13.