Advance Auto Parts

Thank you for allowing us to respond.  We have received the documents provided by our customer and we are reaching out to the store Leadership Team for further help on resolution.  As these units do not carry a labor warranty we will need to speak with the Leadership Team over the store as to how they wish to resolve with our customer.  Someone from our Field Leadership should be contacting this customer in regards to this situation.
Thank You

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 once the original request is performed by the business.  I will wait for the business to perform the action of addressing their process for exchange of warrantied items by way of not exchanging through the method of a return which is tracked and reguarded as an abuse according to the TRE, if the business does, I will consider this complaint resolved.The check is not my concern at this time as we purchased the new alternator from our [redacted] dealership. Although this did cost us a couple hundred dollars, my main concern is not facing further frustration and issue upon returning to your stores for all the other parts I have purchased through Advance. At this time we refuse to shop with Advance and will continue to purchase from other competitive retailers until the issues with processing our warrantied parts proves to be resolved. I would like notification from the business of this process change when it occurs  to ensure we can once again be customers of Advance Auto Parts.I like and stand by the quality of the parts Advance provides its customers even though the belt for the '05 Ford Focus was longer than the OEM part. 
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 spoke with Store [redacted] Asst General Manager [redacted] and he advised the issue was resolved. [redacted] advised that the Field Leadership is looking into any potential issues with the Team Members at that store. The Store has advised that Mr. [redacted] has received a new battery. If Mr. [redacted] would please advise if everything we were advised is correct we would greatly appreciate it. 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 was told by an auto parts contact center rep and supervisor that the price match policy on the merchants site is invalid. In contrast to what's posted, I was told the merchant no longer does a price match if the item is in stock at a near-by store. Additionally, that the merchant no longer price matches amazon and some other retailers [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. Based on the information provided, it
seems the customer is advising that we do not carry a Purolator Boss oil filter
for his vehicle.  If we had the year,
make, and model, we could verify this. 
The advertised special last month was indeed for five quarts of Castrol
Edge and a Purolator Boss filter. 
Sometimes our oil change specials do offer alternative filter options,
but unfortunately this one did not.
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. 
Due
to the opportunity received, we have issued a refund on Mr. [redacted]’s online
order that was placed on 11/28/15.  He
can be expecting a full refund of this order back to his purchasing card in 1-5
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.

Thank you for providing us with the opportunity to address the
complaint that Dr. [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 caused to our
customer.  We would...

like to ask Dr. [redacted]
to please provide us with a copy of the transaction(s) so that we may verify
the rebate eligibility.  Once these items
are received, we will review and respond with a resolution. 
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 our customer 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...

this caused our customer. The order that was provided would qualify for a $15 rebate in the form of gift card. This would be due to the rebate being $30 maximum, but only $15 per axle (set of brakes and two rotors) and rebates are gift cards unless otherwise stated. I was unable to locate any information provided to us by the customer about this rebate, but the order did qualify during the time it was created for a rebate. Some rebates are only available to be done online which would be at the following web address [redacted] I will be happy to create a gift card request and have a $15 gift card mailed out to the customer. It should ship out on 12/9/2016 and we would advise 7-10 business days via mail. I have also attached a picture of the rebate (from our ad flyer) this purchase qualified for in case there any questions. 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 reached out to our Rebate Team and they advised they have approved Mr. [redacted]’s claim for $12.00.  Please allow 6-8 weeks 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.

Revdex.com:
I am accepting this offer with rebuttal. The attachment they sent is for warranty of parts not reimbursement of labor for their defective part, which I incurred additional labor charges. I have reviewed the response made by the business in reference to complaint ID [redacted],  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Sir or Madame at the Revdex.com: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.
I will however mention that the part which they have said I will receive for free (the flex fan from order [redacted]) has had its shipping held and does not appear to be being shipped to me. There has been an additional flex fan shipped to my house, which I expect to receive on 09/14/2015 from order [redacted] for which I have already been charged for. So will this charge be refunded to my bank account for the $42.03 or will there be an additional flex fan shipped? I am a little bit confused?Also, in regards to the flex fan and the $50 gift, please ship any and all items to the address below. It seems as though there is some confusion as to my shipping address, which is the exact same as my billing address...If you have any questions, please feel free to reach out.[redacted]
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 researched the claim with our Commercial Labor Reimbursement
Team and have confirmed that the purchase of the engine was made by [redacted].  Labor reimbursement is always based on manufacturer’s inspection,
as explained in our warranty document.  The
claim was approved by the manufacturer.  The labor rate is $50 per hour,
up to a $600 maximum.  Based on the information above, we are mailing a
$370 check to our [redacted] store.  We will have a member of our
management team call Mr. [redacted] once it arrives.
 
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 offer made by the business in reference to complaint ID [redacted], and per their request, I have attached (1) the receipt from my most recent purchase of wipers and (2) the credit card statement from my first (defective) purchase of wipers. Unfortunately, I am unable to provide a part number for the first purchase of Rain-X wipers as the associate who installed them on my vehicle walked off with the packaging, presumably to dispose of it on my behalf. I have, however, attached photos of the defective Rain-X wipers showing that they both broke (beyond usual wear and tear) merely through normal use.
Regards,
[redacted]

Thank you for allowing us to further address Dr. [redacted]’s concerns.
We have reviewed the information provided and would like to
apologize for the inconvenience this caused our customer.  We had two rebates running for [redacted]
products last month, one of them directly through [redacted], and one through us.  We are happy to provide Dr. [redacted] with the $20
gift card he should have received for his rebate.  For the inconvenience, we will add an
additional $10 to the card, making it a total of $30.  The gift card will be sent to the address on
file and can be used at any of our locations. We ask that our customer please
allow 7-10 business days for processing and shipping.
We apologize for the inconvenience this may have caused and
appreciate the opportunity to serve our customer.

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.Hello spoke with GM [redacted] at the store and was told to come in for a return / refund. So case can be closed and note. [redacted] was very apologetic and friendly. Now that was great customer serviceThank you for your time. Message I sent 12/16/14
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 this...

caused our customer. Unfortunately, (per our price matching policy,) promo code TRT30 is a third party code that cannot be honored in store.  This policy is publicly available on our web site:  [redacted] ·         Coupon codes from third party websites or other third party sources will not be matched 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.

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 man at the store has tried to change to the narrative. The local man who looked into the complaint bought into the narrative of the man at the store. I pointed out to him that the sales person told my brother that he had sold the part. Putting a piece of paper on a box and claiming that was my order was not acceptable. Please understand that to accept this new narrative would mean that the lady who put in the order did it incorrectly. We watched her put in the order. She did it correctly. The only other choice would be that the people in the warehouse who boxed the part did it incorrectly. I'm not buying that either. I chose to move on by seeking the assistance of another dealer and getting my car fixed. I have chosen to close this matter by making certain that I do not purchase anything else from this particular store.
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 this...

has caused our customer. We have spoken to our store leadership team and District Manager [redacted] has advised that he will have the Store reach out to assist Ms. [redacted] with a new battery to help with the battery exchange. I contacted the General Manager ** of the store at [redacted] and he advised that he will make sure to contact 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.

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.
It is my understanding that Advance Auto has turned the compliant over to their insurance company Sedgwick.  claim # is [redacted].  Sedgwick can be reached at [redacted].I have made numerous attempts to contact Sedgwick, I have either had lengthy holds and had to disconnect. Or was transferred to other departments where I had to leave a voice mail.No messages from Sedgwick has been returned.Today 3/3 I called Sedgwick and was able to speak with a customer service rep.  I provided her my claim number, she attempted to transfer me to another department.she came back on the line and said that was the wrong area and my claim was now with the warranty department.   She transferred me to that department where I had to leave a voice mail on a general inbox.    
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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]