Now Homes Inc

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]
THEY ARE CALLING A LIMITED LIFETIME WARRANTY A LIMITED WARRANTY AND I DO NOT AGREE THEY ARE THE SAME THING .THEY NEED TO CHANGE THE WORDING ON THE WARRANTY ON THE PADS TO A LIMITED WARRANTY IF THAT IS HOW THEY ARE GONG TO WARRANY THEM.TEYLOST A GOOD  CUSTOMER BY MISREPRESENTING THE TRUTH ON THEIR WARRANTY. PLUS THEIR COMPETITOR, WILL WARRANTY THEIRS AS LONG ASYOU OWN THE CAR . I WILL NOT DROP MY COMPLAINT BECAUSE THEY ARE MISLEADING EVERYONE WHO BUYS GOODS FROM THEIR STORE.                                                    THANKS

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]

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. 
I contacted the insurance company [redacted] concerning this issue.  [redacted] could not find any information concerning this issue anywhere and had no idea who I was or what I was calling about.  They said that they could not process a claim without the claim number which I have not been provided.  They also said that they had not been contacted by Advance Auto Parts about this issue.Would it be possible for Advance Auto Parts to provide the claim number to me, and to also contact [redacted] so they are aware of this issue so a resolution can be reached?
Regards,
[redacted]

We have reviewed and see two refunds were issued for Ms. [redacted] online orders. The amount of each refund was $25.02 on 4/2/18 back to a Master Card ending in [redacted] and the total of both refunds together is $50.04 and refunds typically take 3-5 business days to process back to a card. At this time the issue appears resolved and we apologize if there was any difficulties during the refund. We request to be advised if there are any further issues. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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. We agree that Mr. [redacted] is owed $51.74 for the pro-rate on his original purchase from 10/30/12.  We do see where Mr. [redacted] has been a long time customer from his online purchases, and we certainly thank him for that.  We encourage Mr. [redacted] to feel free to reach out to our online ordering team should any opportunities like this in the future; as we would be happy to assist. This team can be reached at [redacted], (opt 1,1.) We have credited Mr. [redacted]’s recent replacement order from 8/19/16 for $51.74.  He can be expecting that back to his purchasing card in 1-5 days. 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 did not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I contacted Advanced Auto Parts insurance for a second review as recommended in their response, which they completed without reviewing photos, videos, or speaking to a designated representative from the organization where the incident occurred which is their primary customer in [redacted] Motor Cars, [redacted] MN. 
I look forward to hearing from you on your advice for next steps,
[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 spoken with the general manager at store [redacted] his name is [redacted], and made him aware...

of the situation. [redacted] will be speaking with his team regarding personal phone usage as well as having order's ready in a timely manner. Furthermore, we have submitted all information regarding the instance to the store's district manager, vice president of operations, and regional vice president. I have requested the approval from the district manager to have a check issued in the amount of $120 to cover all costs due to the team member error. We may request follow up information and receipts depending upon the district managers response to the request, such as receipt of the Uber trips and receipt of the repurchase with the competitor. As far as the return of the incorrect brake pads, the customer can certainly bring the brake pads back to the store for a full refund on the item's as well. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 apologize for the inconvenience this has caused Ms. [redacted]. We...

will need the original and new receipts of purchase for these batteries to help further. Once received we will work with our Field Leadership Team to find a resolution for Ms. [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.

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.  At this time, our online and in-store systems are not linked, thus creating the situations to which our customer is referring.  Our current procedure does automatically refund a customer when a part is returned from an online order and the customer would then need to place a new order or purchase the part in-store.  We have recently updated our policy to include price-matching when doing an online defective exchange.  We have spoken with our customer’s local store and confirmed that they will match the online discount prices for a defective warranty exchange.  We are currently working to integrate our systems and have escalated our customer’s concerns regarding the defective exchange process. 
 
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 would like to apologize for the inconvenience our customer has...

experienced.   We have spoken with the District Manager over the area, [redacted], and she has left a message for our customer.  We will be refunding the brake pad purchase.  We would like to ask Mr. [redacted] to visit his local store at [redacted]. and the General Manager [redacted] will take care of the refund.
 
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]

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 would like to apologize for the inconvenience our customer has experienced regarding his...

battery.  We have reached out to the District Manager, [redacted], and he has been in contact with Mr. [redacted] regarding the situation.  Our last update from [redacted] indicates he has received the invoices, and plans on contacting Mr. [redacted] this evening.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 located the purchase that Mrs. [redacted] made and appreciate the additional information. We spoke with the General Manager, [redacted], at Store [redacted]) and he advised he would be happy to help. ** stated that if Mrs. [redacted] can provide an invoice from the dealer showing the battery as bad we can exchange the battery. If Mrs. [redacted] has bought a new battery already then the General Manager advised he would do a refund if a new receipt is provided. We apologize for any inconvenience this has caused. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 have reviewed the online order and apologize that we did not assist in a timelier manner. We have refunded the amount requested and provided additional for the inconvenience. The total refund is in the amount of $58.31 and will go back to the [redacted] card ending in [redacted] and should take 3-5 business days. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 will be happy to help with this issue; we will require the receipt and the gift card...

number. We will have to verify the receipt information and deactivate the gift card and we will issue a check from our corporate headquarters. Once we receive the information it will take two business days to have the card deactivated and then we send checks Tuesdays and Thursdays and advise 7-10 business days through the mail. Please send the receipt and gift card number with a mailing address to our email, [redacted] 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.  Have received the refund.
Regards,
[redacted]

We have received the receipts from Mr. [redacted]. We will be creating a check request for $32.00 and we expect it should mail out by 1/23/18 at the latest. We advise 7-10 business days via standard mail. If there are any issues then Mr. [redacted] may contact us at [redacted] for help. Mr. [redacted]’s ticket number for this issue is [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.

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 have found the online order and have some additional questions concerning it. It appears the order was placed to have items picked up from two separate stores. One item was cancelled and the Drum Brake Wheel Cylinder shows picked up. Please advise if this is correct and if this is possibly the reason for the store not having an item ready as again the two items were split between two stores. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 show where we spoke with Mr. [redacted] here concerning this issue, but have nothing that shows the purchase/charge on this side currently. To better assist at this time we would need information showing the charges mentioned. A receipt would help us locate the charges on our side, but we would also need to validate in overdraft fees in order to assist further. We would be willing to speak with Mr. [redacted]’s bank if he’d like or we could accept a statement with confidential information blacked out showing the charges from us and overage fee as well. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.