Napa Auto Parts

[redacted] Please See Attached Documents [redacted]
Revdex.comID #[redacted]To whom it may concern,My name is Michael K[redacted]. I am the manager of Napa Auto Parts of Ashland. Let me first saythank you, to the customer, for bringing this incident to my attention. We are a new store inAshland and the...

last thing we want to do is upset anyone. I have talked to the employeesinvolved with this transaction and instructed them on how this situation should have beenhandled. I have also added to our invoices the restocking fee notice for all tire chain returns.feel that a 15% restocking fee for new tire chain return is a reasonable fee for peace of mindwhile traveling through our mountain passes. While some tire chains we sell do not requirerubber snubbers or tensioners, we still recommend them to prevent damage to certainvehicles. The intention is to offer the tensioners as an option and not to force them onto acustomer. I am truly sorry for the treatment that this customer received and I hope that we willhave the chance to make this right. I will gladly refund the remainder of the money we owe aswell as offer a set of wiper blades for what ever vehicle they choose.Thank YouMichael K[redacted]Napa Auto Parts of Ashland (541)488-6621

Dear Mr. [redacted]I am very sorry to hear about the water pump you purchased from us. I am further disappointed that no one has contacted you in a timely manner to resolve your situation. Since receiving your letter we have shipped your water pump to the manufacturer to determine the cause of the...

failure, a step that we must take in order to resolve this situation. At this point we have not heard from the manufacturer but hope to soon, as we have asked that a rush be put on this case.I have your contact information and will reach out to you as soon as an answer is given to us. In the meantime if you have any questions that you need to ask me, feei free to call me at ###-###-####.Again I deeply apologize for any inconvenience this has caused you.[redacted]Operations Manager NAPA Altoona

A complaint was filed by [redacted] on 2/5/16 (ID [redacted]) concerning a credit we provided at NAPA Auto Parts in Alpine, TX. [redacted] was originally billed for a part she ordered without tax...

included, so that transaction was canceled and credited to her charge card. This is the essence of the complaint or, in other words, she has objected that her bank takes too long at processing and issuing credit. My staff explained that banks usually take seven to fourteen days when giving credit and that we have no control of this process. WE ISSUED THE CREDIT IMMEDIATLEY AND KAWAN'S BANK DELAYED THE PROCESS AS MOST BANKS DO! While we regret the mistake, we cannot control bank policy. If there is anything further that we may do, please do not hesitate to contact us. However, I am confident [redacted]'s credit has been issued at this juncture. I appreciate your time and consideration, Sincerely, [redacted]

We have contacted [redacted] and have resolved the issue.

Avoid this store. Even though there was no one in the store the counter person was rude and would not do a check engine light diagnosis. I have spent thousands of dollars at NAPA over the years but this store is a disgrace to the NAPA brand.

Review: I took a brand new high dollar stroker rotating assembly to this shop to have it double checked for balance after getting it back from another shop. Machinist "[redacted]" promptly took all my parts and let me watch him weigh each individual part, and then spin the crank to check for balance. The other shop had taken too much metal out of the crankshaft so it couldn't be balanced. I bought another brand new crankshaft and took it back to "[redacted]." He spun it with the same bob weights from the first crankshaft and found that it was really heavy in the same spots as the the external weights where located. I suggested several times to drill the flywheel and balancer weights but he proceeded to drill further and further into the counterweights under the watchful eye of "Terry." I was not comfortable with all the holes but he kept assuring me it was ok and that he knew what he was doing with all his years of experience (at 22 years of age.) Come to find out from talking the owner of Scat Crankshafts, this crankshaft is ruined by excessive drilling. The problem with the first shop was they didn't weigh anything and just started drilling, so with this shop, I made sure I stood by and watched as it was done BUT this experienced 22 year old machinist failed to tell me that I was sent the wrong connecting rods, which threw his bob weight calculations off! When he saw that they were too small and light to be BBC, he should have stopped and double checked them instead of just saying that I had awfully light bob weights. When I spoke with him on the phone, his response was, "Yeah they were too small to be BB Chevy rods, but you were paying me to balance the parts that you brought me, not inspect them." Several time he told me the same thing, he knew they were wrong but never said anything because that's not what he was paid to do. He also stated that he was afraid he was going to get fired if he refunded my money. I am not a machinist so I had no way of knowing if the parts were right or wrong.Desired Settlement: I asked [redacted] to refund me HALF of the labor and he refused, claiming he would get fired (for doing the right thing???)No more negotiating, I want a full refund of both invoices where the work was done incorrectly plus the cost of replacing the crankshaft that he ruined. The invoice amounts are $175 and $200. The replacement cost of the crankshaft is $358.97. This does not include all the other time and money that I am out due to his incompetence. $733.97 is the total I will be suing for.

Business

Response:

1. The customer brought in a 454 stroker, balanced assembnly, for rechecking of the balanced assembly.2. There was a billing to the customer for labor, checking weights and re-spin of crankshaft and customer parts that he provided.3. There was a billing to the customer to rebalance the second crankshaft customer had supplied.4. Upon customer's assembly of motor, customer had supplied the wrong connecting rods for the stroke motor.5. To balance assembly, customers supplier offered new rods and crank. Customer is response for any further labor on rods and respinning of the crank.Sincerely[redacted] Machine Shop Manager

Consumer

Response:

I am rejecting this response because:Rotating assembly was brought in to verify another shop's work. Any competent machinist should have been able to look at the rods and tell that they were too small to be a big block chevy rod and never should have been weighed as part of that assembly. Your machinist Anthony admitted on the phone that they were too small but never said a word when I was there. How does a machinist balance a crankshaft twice knowing that the rods are the wrong ones? He told me the bob weights were too light. He should have stopped to see why before drilling to china. The bottom line is that he ruined my crankshaft because if his inexperience and/or incompetence and I want my money back for work that was not done correctly and the replacement cost of the crankshaft he ruined.

Business

Response:

The customer's rotating assembly was balanced to customers supplied pieces purchased by customer to correct balance. The customer supplied pieces are not the machine shops concern as to what can be balanced.There for, one balance an assembly using Chevy rods in a Ford motor, only if the customer had supplied the appropriate parts to work in the particular motor.The customer, Harry Punian, did not understand what components he needed. Harry did not supply the corresponding components, measurements displacement, or any information needed to prior to this customer mockup of a balance assembly.Any balance shop can balance a customer's components. It is up to the customer to make sure he knows what modification will work prior to any mis-matched parts that they shall supply the machine shop with.Sincerely,[redacted] Machine Shop Mngr.Napa Auto Parts-Orland

Consumer

Response:

I am rejecting this response because: The kid that you have working in the machine shop claims to be an expert trained engine builder yet he does not know that when your bobweights are 350 grams light, there is something wrong that needs to be investigated. Because of his incompetence, he just kept drilling holes to the point where he ruined my crankshaft. None of this would have happened if the boy had any sort of formal training in his line of work. It doesn't matter who bought the parts. He opened the brand new connecting rods so I never saw nor handled then. ANY competent machinist would have seen that they were the wrong rods. He admitted he knew that they were too small but failed to tell me. I will be filing a civil action for damages and loss of use of my vehicle. I have plenty of expert witnesses available to testify

Review: I purchased a starter for a ** PASSAT 2001, thinking that was the part I needed. I ordered the part over the phone from the owner, because I live in Castro Valley, but my car was stuck in Modesto. The owner/manager stated that he would order it for me, trusting that I would be there to pay for and pick it up over the weekend, since they usually take the money up front. I was thankful for his help, placed the order & picked it up on a Saturday. I asked about the return policy, to which they said they have a "core charge" and would also fully refund if the part had not been installed. The salesman looked over the part, I paid and went about my business.

My mechanic came over and my car randomly started up, so I drove it home, ran a diagnostic (which I should've done in the first place) and turns out it was my crank sensor. I ordered the part out of Hayward and my mechanic replaced it. All the while, the starter sat in the box, in the backseat of my car, on the floor.

Now I spent the last of my money fixing my car, knowing I didn't have to worry about paying for my grandmother's medicine, because I would just return the part. The man who sold me the starter, happened to be the one I went to to return it. He once again, looked over the part, only this time, deeming it used. I became upset, but was told to speak with the manager on Monday.

I returned Monday and did just that. He said the same, that it had been installed; I tried to inform him that his employee checked it out, and must have sold me a used starter. He said, "No, people try and do this all of the time". Now I understand where he is coming from considering it does look used; he said that I could come back the next day, tomorrow, on Tuesday, and he will ask his salesman what happened. I told him I couldn't because I live out of town, and honestly what was the point; his employee who sold me the used part said no, he said no, why would I drive an hour to hear another no. I should NOT have trusted them and examined the part myself.Desired Settlement: I would like for them to post a sign saying for their customers to examine the parts that they purchase, because they will not give you a refund on account of their negligence. And I would most definitely like to be refunded, in full.

Business

Response:

Business states that they are aware of the matter. After further review and discussing the matter directly with the employee in question, business is willing to take the part back reluctantly and conditionally. Consumer is welcome to bring the starter back to the location accompanied by the receipt for the crank sensor purchased and invoice from the mechanic who installed it. Consumer is welcome to fax over the paperwork to [redacted] Without the requested paperwork, no refund will be provided.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me; the only issue is, is that a friend or personal mechanic, came to my home and replaced the part, I did not take it to a physical shop, therefore I do not have an official receipt, however, he can create an invoice of sorts for me, if that will suffice. Thank you

Business

Response:

First, Ms. [redacted] did purchase a [redacted] (not a [redacted]); but she also, only dealt with a regular employee (counterman) and not the owner. The owner was out of town for over 10 days, from March 11th thru March 23rd. The owner wasn't aware of what was going on with this purchase, as he hadn't been involved with the sale. This is beside the point, when she brought the starter back for a second time on 04/04/16 she did encounter the owner; and Mr. [redacted] did tell her the part was used (meaning it had been installed) and couldn't be returned. She stated it was in the original condition as when she purchased it. The owner told her to please come back the next day, because he needed to talk with the employee that had sold her the part (it was the employee's day off), and he could get a better picture of what happened. The customer did get very vocal, yelling she couldn't come back and needed that money now. We do not take back any electrical parts after they have been installed and WE DO HAVE A SIGN POSTED TO THAT EFFECT; this is common practice among ALL Auto Parts dealers. But, even though that is our policy, Mr. [redacted] asked her to please return with the part, during the time when the employee would be present, so he could get to the bottom of what happened. The reason for the caution is because this happens at least a few times a week. A customer will buy a part, install it and find out it wasn't the correct part after all, and they want to return it. This make electrical parts unstable & unreliable when they are installed more than once; this is why the whole Auto Parts Industry will NOT TAKE RETURNS ON ELECTRICAL PARTS. Ms. [redacted] did return on 04/06/16 and the owner did in fact, refund the money to [redacted] on Invoice #[redacted] in the amount of $285.90, with no fault blamed on either side. Sincerely, [redacted] Office Manager

Purchase a battery in lateral part of 2014 during the purchase tranaction I was assured that the battery was under warranty for I believe to have been seven years and if there was a problem with this battery in the said time frame that I could just return the battery and all the information needed would information from off the battery itself. Such is a normal process for me in the past on other purchase of batteries from other establishment. But on May 25 of 2015 I experienc a problem with this battery from Napa when it was return I was told that I would need the paper receipt that no information is stored in there system. Therefore a paper receipt would need to be kept for seven years and I assume now that I should hope that the Ink is visisable too. I feel there should be a sign posted to inform customer of such out dated procedures.Product_Or_Service: BATTERYAccount_Number: [redacted]Desired SettlementPolicy procedures posted in plain view during purchasing of a expensive product of such and not verbally misleading customer as I was.

Review: I brought in my husqvarna hedge trimmer roughly 1 1/2 months ago to NAPA for repair. A month into not receiving a call on the status of the repair, I began to call into the store to see what's going on. I've now called 3 times, left messages all 3 times as the repair guy is not in, and never heard from anyone. It's now been 1 1/2 months since I dropped the hedge trimmer off, and I still have yet to hear from anyone.The service work requested for repair and to tune up, and get the hedge trimmer working properly. It's frustrating enough to not have a common courtesy call as to the status. It's worse when the repair takes longer that 1 1/2 months. And even Worse when you request a returned call 3 TIMES and no one bothers to follow up.Where has good customer service gone?????Desired Settlement: I request an immediate repair to the hedge trimmer at no charge.

Consumer

Response:

At this time, my complaint, ID 10151454 regarding NAPA AUTO PARTS has been resolved.

Sincerely,

Consumer

Response:

At this time, my complaint, ID 10151454 regarding NAPA AUTO PARTS has been resolved.

Sincerely,

Review: I,m a 1 man small business owner {trucking} I have 1984 freightliner,the water pump went out so I purchased one at napa spent a day installing it on 6/17/14.on 9/9/14 I was out of town on my way to pick up a load,when the water pump fell apart on the interstate.it only had 9536 miles on it.there I was stranded on the interstate already signed a contract to haul a load which they cancelled because the pump fell apart {$1000}.so now your at the mercy of road service because the pump fell apart.at the end of it they charged me ($1317.70}to repair.and on top of that I spent 2 days in the bunk of a broke down truck while they made the repair again because THE PUMP FELL APART.4 days later I took the pump to napa with the bills for repairs and they sent them to corp.that was 2 months ago every time I call they tell me they didn't get eny response yet,but if I want they will give me {$109.43} for the pump and core charge.it's hard enough being a small business owner without paying {$1317.70}for a JUNK PUMP THAT FELL APART.and loosing a {$1000} contract {affects your credibility}because of a JUNK PUMP THAT FELL APART on the interstate.so ther JUNK PUMP that fell apart on the interstate cost {ME}out of pocket {$2317.70,2 days in a truck bunk,my reputation of getting the job dun on time,1 day of my labor installing the pump,on top of being stranded on the interstate}BECAUSE OF THERE JUNK WATER PUMP THAT FELL APART!!!!!! napa is a large parts company and I think they need to take responsibility when they sell a {JUNK PART}Desired Settlement: I think they need to take responsibility for the defective part.wye should I have to pay all that money out of my pocket when there part was defective.I feel they should at very least pay for the repair bills.the only reason for the bills to start with is because there part was defective.purchase price $74.43,repairs $1317.70,$1000 lost load,total $2392.13

Business

Response:

Dear Mr. [redacted]I am very sorry to hear about the water pump you purchased from us. I am further disappointed that no one has contacted you in a timely manner to resolve your situation. Since receiving your letter we have shipped your water pump to the manufacturer to determine the cause of the failure, a step that we must take in order to resolve this situation. At this point we have not heard from the manufacturer but hope to soon, as we have asked that a rush be put on this case.I have your contact information and will reach out to you as soon as an answer is given to us. In the meantime if you have any questions that you need to ask me, feei free to call me at ###-###-####.Again I deeply apologize for any inconvenience this has caused you.[redacted]Operations Manager NAPA Altoona

Consumer

Response:

I just got your email stating the case has been closed.I have never received anything from napa other than the letter stating they where going to put a rush on resolving the problem.I have not heard another word from enyone concerning the claim and it has not been resolved at all.napa has not contacted me at all since the initial letter they sent they have done nothing.the case is definatly not resolved.they have done nothing

Review: Called NAPA looking for a particular part that is somewhat difficult to find. I called the business at 5:25 pm and representative told me that it was in stock and I told him I would be there in about 20 minutes or so since I live far from this particular NAPA and he said ok. I got to the NAPA around 5:50 pm and it was closed while he was still sitting in the front desk taking calls. I tried to tell him that it was me that called for the part and he just nodded his head. I tried calling but he would look above the computer screen through the window and rudely ignored my phone calls. The sign on the door indicated that they closed at 6:00 and as per the NAPA website, they closed at 7:00.

Due to his complete laziness to close early and lack of interest, my toddler missed school because I had to report in to work at 0630 since we had visitors coming in from the Pentagon and I wasn't able to repair my wife’s car on time. This employee should've notified me of the time they close before agreeing via our phone conversation since I drove about 20 miles for nothing.Desired Settlement: This employee should receive a letter or reprimand/written warning.

Business

Response:

Be advised that our sales manager for our San Diego district tried to reach the customer with no response to the matter at hand. Please forward any other info on situation to our sales manager. Thank you

I just spoke to the rudest customer service representives at the Napa in the Spokane valley WA including the Assistant manager Mr. [redacted]. I waited on hold for 30 minutes and ended up calling from my sons phone because I didn't want to lose my place in line. They were running a promotion discount for the Seahawks that I was informed ended 20 mintes ago and it does not matter that I am a customer on the phone they have people in the store. I asked if it could still have the promotion honored since I could have been there in time if my question would have been answered with my call 30 mintues ago. The assistant manger got on the phone spoke over me and said if u want to file a complaint here is the number but we have to go we have customers hummmm then what am I chopped liver. Well I have several mechanic friends and family we will never be doing business with Napa again talk about a degrading situation and we needed to spend a couple hundred even if we would have gotten the discount but that is ok no customer lost here cause I was just on the phone! Thanks for the realistic view of how Napa treats their customer