3 Guys Auto Parts

Initial Business Response / [redacted] (1000, 5, 2016/06/09) */ We would be very interested to see a copy of the correspondence the customer is referring to All email contact is logged within our software and there is not a single record of contact from the email address provided [redacted] @yahoo.com There may have been contact through a different email address or through eBay but we would need the eBay user ID to confirm if there was any contactIf so there would be a record within our software and eBay There is no transaction information contained within the Revdex.com complaintThe customer would need to provide a copy of the purchase invoice related to the productThere is no PayPal record associated with the email provided with our account Moog does not currently offer a published policy for their warrantyThe product purchased will include a one year limited warranty unless the manufacturer provides a longer warranty which would then apply to the purchase However, if the customer can help provide a Moog published policy and provide a link to the information we will be happy to assist them for any purchase beyond one yearA verbal statement does not constitute a published warranty Once it is established the customer is eligible for warranty the following would apply: Our Warranty process works as follows; please purchase the new replacement part number you need from our storeOnce you receive the replacement part, please install it on your vehicleTake the bad part and place in the box you received the new part inEmail us for instructions on how to submit a RMA requestOnce you submit the RMA request, you will receive instructions on where and how to return your partAfter receiving the defective product back the return will be inspected and processedA refund will be issued on your most recent order placed The buyer is responsible for any return shipping Thank you, [redacted] Guys Auto Parts

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ The customer requested a cancellation of an order that had already been processed and shipped with FedEx tracking XXXXXXXXXXXXXXXXXXXX which indicates the package was delivered to the customer as verified using the following FedEx tracking link: https://www.fedex.com/apps/fedextrack/?action=track&trackingnumber=XXXXXXXXXXXXX...⇄ The FedEx tracking does not indicate the package was refused and it does not indicate the package was in transit or delivered to the shipper The customer simply needs to provide a proof of delivery to obtain a credit for the order The correspondence included with this message will validate the following facts about the transaction: This part was ordered without first validating the fitment to determine if it would be compatible with the vehicle Our original response included return instructions on how to correctly return the part the customer no longer desired The part was not returned to our facility with the proper instructions and the customer indicated it was simply refused to the carrier Hello [redacted] , This part was ordered without first validating the fitment to determine if it would be compatible with your vehicle Our original response included return instructions on how to correctly return the part you no longer desired The part was not returned to our facility with the proper instructions and was simply refused to the carrier When a package is refused, the carrier uses the slowest methods possible to deliver the shipment back, if it is even delivered back to us at all The return instructions indicated that the return tracking number was to be provided: ***Return shipping is the responsibility of the buyer and any returns outside of the day return policy are subject to a restocking fee Failure to follow the return instructions may result is a lost return or delay in processing of the credit Buyer is responsible to provide return tracking for the shipment to confirm package delivery at the Guys Auto Parts Return Facility Please email us with your first and last name, address, RMA and tracking number once the package has been sentOnce we receive the package it will take 3-business days to inspect and process the return/refund[redacted] We return products to a specific location to efficiently process returns and issue creditsIf the buyer does not follow the return instructions the package may be lost or if found a significant delay may occur with processing the return The return tracking validates that the package has been delivered to our facilityIf we are not provided with return tracking, our agents have no way to validate the delivery of the order We will be more than happy to issue the refund if you can please provide the return tracking number to validate the delivery Thank you, [redacted] Guys Auto Parts Dear 3guysautoparts, Has this item been received and if so when will the money be returned to my accountplease advised asap !!!!!! - [redacted] Dear 3guysautoparts, ***, please let me know when my account has been credited for the power steering pumpwhen it has we can go ahead and change your feed back to a positive feedbackThe package was refused delivery and was returned to you and now I am awaiting the refund I will look forward to your reply asap - [redacted] Hello [redacted] , Once we receive the package, it should take 3-business days to process and inspect your return/refundIf you do not see your credit applied to account after business days after the return is received please contact us so we can make sure credit is issued accordingly Thank you, [redacted] Guys Auto Parts Dear 3guysautoparts, The package was refused and returned so it was not delivered, I did not get a tracking number on a refused item - [redacted] Hello [redacted] , You will need to watch the original tracking to make sure the carrier updates the shipping status to indicate the package is returning to the senderYou can use the original tracking to determine when the package is received at our facilityOnce we receive the package, it should take 3-business days to process and inspect your return/refundIf you do not see your credit applied to account after business days after the return is received please contact us so we can make sure credit is issued accordingly Thank you, [redacted] Guys Auto Parts Dear 3guysautoparts, THIS PACKAGE WAS REFUSED AND RETURNED, PLEASE ADVISE WHEN YOU HAVE RECIEVED THE PACKAGE FOR MY REFUND - [redacted] Dear 3guysautoparts, [redacted] I refused the package and it was returned back to you, so when you get it back please credit my account and I can order the right unit and we can also change you feedback to a positive Send me a message when the refund has been applied to my Pay Pal account [redacted] Dear 3guysautoparts, IT DONT MAKE SINCE SHIPPING AN ITEM THAT DOES NOT MEET THE APPLICATIONIF YOU WOULD HAVE HAD A CHART TO SEE IF IT WAS APPLICABLE FOR THE 390FE I WOULD HAVE KNOWN IT WAS WRONG AND COULD HAVE GOTTEN THE RIGHT UNIT WITHOUT THE MIX UP SO NOW I HAVE TO PAY FOR SHIPPING TO SEND BACK TO YOU I JUST MAY REFUSE THE PACKAGE BUT I NEED THAT MONEY REFUNDED BACK INTO MY ACCOUNT IMMEDIATELYTHIS WAS NOT MY FAULT - [redacted] or I want to send the seller a message: [redacted] sent a message about Cardone Industries XX-XXXX Remanufactu...Sent Date:Aug-07-09:57:PDT Dear [redacted] Aug XX XX:XX Hello [redacted] We are unable to stop this orderIt has been processed and tendered in a trailer waiting for FedEx or USPS Ship Manager to update the tracking numberWe apologize for the inconvenienceOur system is automated and orders are processed within minutes of being placedThis is obviously a good thing for customers wanting to receive orders quickly but presents a problem when orders need to be canceledYou can return the order by sending the package using RMA number XXXXXX to: Attn: Guys Auto Parts Returns E Riverview Drive, Suite C San Bernadino, CA XXXXX RMA Number XXXXXX Your first and last name You may place a separate order for the new part you'd like to recieve Return shipping is the responsibility of the buyer and any returns outside of the day return policy are subject to a restocking fee Failure to follow the return instructions may result is a lost return or delay in processing of the credit Buyer is responsible to provide return tracking for the shipment to confirm package delivery at the Guys Auto Parts Return Facility If you have any questions regarding our return policy, please refer to the listing you purchased for our return policies IMPORTANT Please email us with your first and last name, address, RMA and tracking number once the package has been sentOnce we receive the package it will take 3-business days to inspect and process the return/refund [redacted] Guys Auto Parts Dear 3guysautoparts, Go ahead give me a refund and I already ordered the one you indicated to be the right oneXX-XXXXYou could have also just sent me a bill through paypal for the difference Please make sure the refund is applied promptly so my account covers the new one Thank you - [redacted] APAug 09:(assign) Hello [redacted] , We are sorry the Cardone application guide indicates the Cardone Industries XX-XXXX Remanufactured Power Steering Pump With Reservoir selected is not compatible with the vehicle application providedThe Cardone application guide does indicate the XX-XXXX is compatible with your vehicle application and can be purchased using the following link: http://www.ebay.com/itm/Cardone-Industries-XX-XXXX-Power-Steering-Pump-/XXXXXXXX...⇄ [redacted] Guys Auto Parts Dear 3guysautoparts, The vehicle is Ford Galaxie 500XL 2door The engine is a,390FE [redacted] Dear 3guysautoparts, I need to change the shipping adress to drexel stWorcester, Massachusetts XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/11) */ Hello, this matter has been straightened out, guys have refunded my money and the whole matter was the postal service lost the package and this is why the refund was given The package was finally located and the refund was given Thank you for your assist

Initial Business Response /* (1000, 5, 2015/09/30) */
We do maintain records of every email message as well as any messages associated with an order within AmazonThere is no record of any message associated with Amazon order XXX-XXXXXXX-XXXXXXX or ***@yahoo.com within Amazon or our
email management system
The vehicle application provided Ford Ranger if not listed as compatible within the Amazon fitment tool provided in the Amazon listing as verified using the following Amazon link: http://www.amazon.com/Airtex-E2078S-Fuel-Sender-Assembly/dp/B000C1IN92/ref=au_as...⇄
If you need a different Fuel Pump you would need to complete a separate Amazon transactionThe return shipping would be the responsibility of the buyer because it is not related to a listing error
We'll be glad to help you out with your returnSimply log into your Amazon account and find the order of the part you need to returnClick on the "Request a replacement or return" buttonFollow the prompts to complete the return requestIn the notes section please enter the year, make, model and trim level of your vehicle (SE, LE etc.)This will help us validate and have Amazon make necessary corrections to the listingWhen you click the submit button a request e-mail to our returns departmentThey may contact you for additional information if needed
It generally takes about business hours to receive a return authorization number and complete return instructions
Thank you for your businessPlease let us know if we can be of further assistance
Sincerely,
Customer Service
Guys Auto Parts
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
im not paying for shiping becuse you sent me the wroung part I provided all the nessary info to you on this order and ive spent a long time trying to contact you it was not easy ive been ordering parts and repairing car for more than years you have treated me worse than the rest I still have no number to contact you to try to resolve this I want the wright part or send me back my mony and I will be happy to send back the part you sent me in the orinal box once you send me a shiping tag sencerly *** ***
Final Business Response /* (4000, 9, 2015/10/12) */
Hello ***,
As we shared before we had no record of any attempt to contact us related to the problemIn addition if you will look at the link provided the Amazon listing clearly indicates the part you selected is not compatible with the vehicle application you provided
We hope you would understand with all of your years of experience that the correct vehicle application with part verification would be required to obtain the correct partPlease share a screen shot or link to help validate your stance that you selected part the listing indicated was compatibleFrom our viewpoint there is not a listing error involved as it appears the wrong part was simply selected which is not the fault of the seller
We disagree with the statement related to treatment as all correspondence has been professional and courteousAs we shared before we do maintain a record of every email message as well as any messages associated with an order within AmazonThere is no record of any message associated with Amazon order XXXXXXXXXXXXXXXXX or ***@yahoo.com within Amazon or our email management system
The vehicle application provided Ford Ranger if not listed as compatible within the Amazon fitment tool provided in the Amazon listing as verified using the following Amazon
link: http://www.amazon.com/AirtexE2078SFuelSenderAssembly/
dp/B000C1IN92/ref=au_as_r?
_encoding=UTF8&Make=Ford%7C54&Model=Ranger%7C696&Year=1999%7C1999&ie=UTF8&n=XXXX...⇄ /> If you need a different Fuel Pump you would need to complete a separate Amazon transactionThe return shipping would be the responsibility of the buyer because it is not related to a listing error
As communicated before you are welcome to return the part with no handling or restocking feesWe'll be glad to help you out with your returnSimply log into your Amazon account and find the order of the part you need to returnClick on the "Request a replacement or return" buttonFollow the prompts to complete the return requestIn the notes section please enter the year, make, model and trim level of your vehicle (SE, LE etc.)This will help us validate and have Amazon make necessary corrections to the listingWhen you click the submit button a request email to our returns department
They may contact you for additional information if needed
It generally takes about business hours to receive a return authorization number and complete return instructions
Thank you for your businessPlease let us know if we can be of further assistance
Sincerely,
***
Guys Auto Parts
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ofcourse I cant see what I saw that day the fact you dont want to pay for the shiping is the isue im sad that you dont want to help me I guess if your not going to take care of this to my satisfaction of course I wont be buying from you again im just a small business guy now I do all my own work and order all my own parts dealing with parts houses that just dont want to help is why their are so many that are going out of business its all about the doller I guess I cant aford to do business like this one quistion I surched for a fuel pump for this spasific truck why did this pump come up if it didnt fit

Initial Business Response /* (1000, 5, 2015/09/09) */
The customer requested a cancellation of an order that had already been processed and shipped with FedEx tracking XXXXXXXXXXXXXXXXXXXX which indicates the package was delivered to the customer as verified using the following FedEx tracking link:...

https://www.fedex.com/apps/fedextrack/?action=track&trackingnumber=XXXXXXXXX...⇄ /> The FedEx tracking does not indicate the package was refused and it does not indicate the package was in transit or delivered to the shipper.
The customer simply needs to provide a proof of delivery to obtain a credit for the order.
The correspondence included with this message will validate the following facts about the transaction:
1. This part was ordered without first validating the fitment to determine if it would be compatible with the vehicle.
2. Our original response included return instructions on how to correctly return the part the customer no longer desired.
3. The part was not returned to our facility with the proper instructions and the customer indicated it was simply refused to the carrier.
Hello [redacted],
This part was ordered without first validating the fitment to determine if it would be compatible with your vehicle.
Our original response included return instructions on how to correctly return the part you no longer desired.
The part was not returned to our facility with the proper instructions and was simply refused to the carrier.
When a package is refused, the carrier uses the slowest methods possible to deliver the shipment back, if it is even delivered back to us at all.
The return instructions indicated that the return tracking number was to be provided:
[redacted]Return shipping is the responsibility of the buyer and any returns outside of the 30 day return policy are subject to a restocking fee.
Failure to follow the return instructions may result is a lost return or delay in processing of the credit.
Buyer is responsible to provide return tracking for the shipment to confirm package delivery at the 3 Guys Auto Parts Return Facility
Please email us with your first and last name, address, RMA and tracking number once the package has been sent. Once we receive the package it will take 3-5 business days to inspect and process the return/refund.[redacted]
We return products to a specific location to efficiently process returns and issue credits. If the buyer does not follow the return instructions the package may be lost or if found a significant delay may occur with processing the return.
The return tracking validates that the package has been delivered to our facility. If we are not provided with return tracking, our agents have no way to validate the delivery of the order.
We will be more than happy to issue the refund if you can please provide the return tracking number to validate the delivery.
Thank you,
[redacted]
3 Guys Auto Parts
Dear 3guysautoparts,
Has this item been received and if so when will the money be returned to my account. please advised asap !!!!!!
- [redacted]
Dear 3guysautoparts,
[redacted], please let me know when my account has been credited for the power steering pump. when it has we can go ahead and change your feed back to a positive feedback. The package was refused delivery and was returned to you and now I am awaiting the refund.
I will look forward to your reply asap
- [redacted]
Hello [redacted],
Once we receive the package, it should take 3-5 business days to process and inspect your return/refund. If you do not see your credit applied to account after 5 business days after the return is received please contact us so we can make sure credit is issued accordingly.
Thank you,
[redacted]
3 Guys Auto Parts
Dear 3guysautoparts,
The package was refused and returned so it was not delivered, I did not get a tracking number on a refused item.
- [redacted]
Hello [redacted],
You will need to watch the original tracking to make sure the carrier updates the shipping status to indicate the package is returning to the sender. You can use the original tracking to determine when the package is received at our facility. Once we receive the package, it should take 3-5 business days to process and inspect your return/refund. If you do not see your credit applied to account after 5 business days after the return is received please contact us so we can make sure credit is issued accordingly.
Thank you,
[redacted]
3 Guys Auto Parts
Dear 3guysautoparts,
THIS PACKAGE WAS REFUSED AND RETURNED, PLEASE ADVISE WHEN YOU HAVE RECIEVED
THE PACKAGE FOR MY REFUND.
-[redacted]
Dear 3guysautoparts,
[redacted]
I refused the package and it was returned back to you, so when you
get it back please credit my account and I can order the right unit and we
can also change you feedback to a positive.
Send me a message when the
refund has been applied to my Pay Pal account
[redacted]
Dear 3guysautoparts,
IT DONT MAKE SINCE SHIPPING AN ITEM THAT DOES NOT MEET THE APPLICATION. IF
YOU WOULD HAVE HAD A CHART TO SEE IF IT WAS APPLICABLE FOR THE 390FE I
WOULD HAVE KNOWN IT WAS WRONG AND COULD HAVE GOTTEN THE RIGHT UNIT WITHOUT
THE MIX UP.
SO NOW I HAVE TO PAY FOR SHIPPING TO SEND BACK TO YOU.
I
JUST MAY REFUSE THE PACKAGE BUT I NEED THAT MONEY REFUNDED BACK INTO MY
ACCOUNT IMMEDIATELY. THIS WAS NOT MY FAULT.
-[redacted]
or I want to send the seller a message: [redacted] sent a message about Cardone
Industries XX-XXXX Remanufactu...Sent Date:Aug-07-15 09:57:27 PDT
Dear [redacted]

[redacted] Aug XX XX:XX
Hello [redacted]
We are unable to stop this order. It has been processed and tendered in a trailer waiting for FedEx or USPS Ship Manager to update the tracking number. We apologize for the inconvenience. Our system is automated and orders are processed within minutes of being placed. This is obviously a good thing for customers wanting to receive orders quickly but presents a problem when orders need to be canceled. You can return the order by sending the package using RMA number XXXXXX to:
Attn: 3 Guys Auto Parts Returns
1805 E Riverview Drive, Suite C
San Bernadino, CA XXXXX
RMA Number XXXXXX
Your first and last name
You may place a separate order for the new part you'd like to recieve.
Return shipping is the responsibility of the buyer and any returns outside of the 30 day return policy are subject to a restocking fee.
Failure to follow the return instructions may result is a lost return or delay in processing of the credit.
Buyer is responsible to provide return tracking for the shipment to confirm package delivery at the 3 Guys Auto Parts Return Facility
If you have any questions regarding our return policy, please refer to the listing you purchased for our return policies.
IMPORTANT
Please email us with your first and last name, address, RMA and tracking number once the package has been sent. Once we receive the package it will take 3-5 business days to inspect and process the return/refund.
[redacted]
3 Guys Auto Parts
Dear 3guysautoparts,
Go ahead give me a refund and I already ordered the one you indicated to be
the right one. XX-XXXX. You could have also just sent me a bill through
paypal for the difference.
Please make sure the refund is applied
promptly so my account covers the new one.
Thank you
-[redacted]
Aja P. Aug 05 09:24 (assign)
Hello [redacted],
We are sorry the Cardone application guide indicates the Cardone Industries XX-XXXX Remanufactured Power Steering Pump With Reservoir selected is not compatible with the vehicle application provided. The Cardone application guide does indicate the XX-XXXX is compatible with your vehicle application and can be purchased using the following link:
http://www.ebay.com/itm/Cardone-Industries-XX-XXXX-Power-Steering-Pump-/XXXXXXXX...⇄ /> [redacted]
3 Guys Auto Parts
Dear 3guysautoparts,
The vehicle is 1968 Ford Galaxie 500XL 2door
The engine is a,. 390FE
[redacted]
Dear 3guysautoparts,
I need to change the shipping adress to 58 drexel st. Worcester,
Massachusetts XXXXX.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
Hello, this matter has been straightened out, 3 guys have refunded my money and the whole matter was the postal service lost the package and this is why the refund was given.

The package was finally located and the refund was given.

Thank you for your assist.

Initial Business Response /* (1000, 5, 2015/09/15) */
There is a single Amazon message from the customer in regard to the fitment of the parts purchased. In an attempt to respond through Amazon the email address was listed as invalid and the message we provided could not be sent to the customer....

The notification provided by Amazon is in the header of the message provided with this statement. Amazon doe not provide access to the customers actual email address as communication is limited to Amazon.
Unreceived message: Recipient's email address is invalid: Due to a problem with the recipient's email system, we were not able to send this message to them.
SG Investment Group LLC Re: Inquiry from Amazon customer [redacted]: Received wrong item (Order: XXX-XXXXXXX-XXXXXXX)
From: 3GuysAutoParts ([redacted]@sginvestmentgroupllc.zendesk.com)
Sent: Saturday, September 5, XXXX X:XX AM
To: [redacted] ([redacted]@marketplace.amazon.com)
Order ID: XXX-XXXXXXX-XXXXXXX
3 of Stant XXXXX SuperStat Thermostat - 160 Degrees Fahrenheit


##- Please type your reply above this line -##
Your request (XXXXX) has been updated. To add additional comments, reply to this email.
[redacted] (SG Investment Group LLC)
Sep 5, 09:29
Hello [redacted],
We are sorry you have experienced a problem with your order. This is the first message we have a documented record of through Amazon but we will provide an answer for you. The vehicle application you have provided is not listed as compatible in the Amazon vehicle application tool which indicates Stant XXXXX SuperStat Thermostat This does not fit your: 1990 Mercedes-Benz 190E.
For a 1990, 1991 or 1993 Mercedes-Benz 190E vehicle application the correct Stant Thermostat is OE Exact Thermostat 48019 (189º)
We'll be glad to help you out with your return. Simply log into your Amazon account and find the order of the part you needs to return. Click on the "Request a replacement or return" button. Follow the prompts to complete the return request. In the notes section please enter the year, make, model and trim level of your vehicle (SE, LE etc.). This will help us validate and have Amazon make necessary corrections to the listing. when you click the submit button a request e-mail to our returns department. They may contact you for additional information if needed.
It generally takes about 48 business hours to receive a return authorization number and complete return instructions.
Thank you for your business. Please let me know if we can be of further assistance.
Sincerely,
Customer Service
3 Guys Auto Parts

Initial Business Response /* (1000, 5, 2016/06/09) */
We would be very interested to see a copy of the correspondence the customer is referring to.
All email contact is logged within our software and there is not a single record of contact from the email address provided [redacted]@yahoo.com....

There may have been contact through a different email address or through eBay but we would need the eBay user ID to confirm if there was any contact. If so there would be a record within our software and eBay.
There is no transaction information contained within the Revdex.com complaint. The customer would need to provide a copy of the purchase invoice related to the product. There is no PayPal record associated with the email provided with our account.
Moog does not currently offer a published policy for their warranty. The product purchased will include a one year limited warranty unless the manufacturer provides a longer warranty which would then apply to the purchase.
However, if the customer can help provide a Moog published policy and provide a link to the information we will be happy to assist them for any purchase beyond one year. A verbal statement does not constitute a published warranty.
Once it is established the customer is eligible for warranty the following would apply:
Our Warranty process works as follows; please purchase the new replacement part number you need from our store. Once you receive the replacement part, please install it on your vehicle. Take the bad part and place in the box you received the new part in. Email us for instructions on how to submit a RMA request. Once you submit the RMA request, you will receive instructions on where and how to return your part. After receiving the defective product back the return will be inspected and processed. A refund will be issued on your most recent order placed.

The buyer is responsible for any return shipping.
Thank you,
[redacted]
3 Guys Auto Parts