Advance Auto Parts

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. We have processed check request # [redacted] for $150 which will be mailed to the address provided.  Please allow 7-10 business days for processing.

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]

In
regards to the complaint that Mr. [redacted] has filed we would like to respond
further.
As
a gesture of good will and as a one-time courtesy, we would like to refund the
remainder of online order [redacted] in the amount of $71.74.  We will be processing this refund today,
11/12/15, and he can be expecting that amount back to his purchasing [redacted] card
in 1-5 business days.
Thank
you for allowing us to respond.

In regards to the complaint that Ms. [redacted] has filed we would like to respond further. Due to the opportunity received, we are reissuing the $20 to the updated address provided.  Ms. [redacted] can be expecting this gift card in 7-10 business days.  Please let us know if we can help further. 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’d like to review this information and gather more to attempt to assist. If Mr. [redacted] would please advise the location the battery was purchased, which location/who he spoke with, and the motorcycle’s make/model. Motorcycle batteries will have short lives if not properly maintained, but as we mentioned we would simply like to gather more information first. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Our customer was not informed that the decision was reversed. In an effort to try and resolve Mr. [redacted]’s opportunity to his liking we did send all documentation back to the vendor for inspection a second time as a goodwill gesture. The claim was denied on both occasions. We have exhausted all resources trying to assist with this opportunity and unfortunately are unable to approve the claim based on factory findings.

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 have included a link for our Price Match Policy below. The first line of our Policy covers availability. Here is an excerpt “Advance [redacted] Parts will match the price of any identical or comparable product available the same day at any competitor's store or website”. This would mean items out of stock at a competitor would not be available same day and therefore would not be eligible for Price Match. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond. [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 caused to our customer regarding his...

battery.  We do require the battery to be tested and if it is not charged enough to give an accurate reading, we do charge the battery before we can warranty exchange it.  We follow this procedure to ensure we are fixing the correct problem, so our customer does not continue to experience the same issue.  Due to the opportunity received, we would like to ask our customer to send in a copy of his original purchase and replacement battery receipts.  Once we have received the requested documentation, we will verify the warranty on the original battery and issue our customer a refund for the amount he originally paid.
 
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]

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 provided and show that Ms. [redacted] contacted our office on...

2/18/15.  Ms. [redacted] informed our care team that the battery was defective and did not fix the problem; she also mentioned that she had not had a full systems test performed on the vehicle.  Without performing a full systems test on the vehicle, we are unable to assist in diagnosing the issue. 
 
We have spoken with the General Manager of the store, [redacted], and she informed us that the store team charged and re-tested the battery, and it tested good; However, Ms. [redacted] requested a new battery so the store team went outside of policy to provide her with a second new battery as a goodwill gesture.
 
According to our notes from our customer’s call and our conversation with the General Manager, Ms. [redacted] told us twice that the battery was not the issue, and ultimately it was the alternator.  Unfortunately, we are unable to sell parts to diagnose a problem and are therefore unable to refund a part once it has been installed.  This information can be found in our Return Policy online at [redacted].
 
Due to the opportunity received, we would like to send a $25 gift card to the address on file, as a goodwill gesture. Once accepted, we ask that our customer please allow 7-10 business days for processing. This gift card can be used in any of our store locations.
 
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 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.

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 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 provided and would like to apologize for the
inconvenience this caused our customer. We see that a $14.70 discount was
already applied to our customer’s battery purchase in question.  Due to the opportunity received, we will also
mail Ms. [redacted] a $20 gift card to the address provided.  Lastly, we thank Ms. [redacted] for bringing this
valuable training opportunity to our attention. 
We will be addressing that concern internally.
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 were unable to locate any notes indicating...

that our customer has contacted us previously. We would like to apologize for the inconvenience this caused our customer. We have unsubscribed Mr. [redacted] from our Speed Perks program and other marketing communications.  Should our customer like to rejoin the program at any point in the future, we will be happy to assist. 
 
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.  A correct receipt is required to be provided for cash or credit refunds and the absence of one...

would result in a Merchandise credit card (store credit) even if the receipt shows in our own systems. We however would be more than happy to assist Mr. [redacted] correct this concern by deactivating the Merchandise Credit Card and refunding him via a check from our corporate location, the store would be unable to refund to his credit card at this time. If Mr. [redacted] would please respond with the Merchandise Card number and also verify his address for us we can proceed. Deactivating the Merchandise Credit Card will take up to two business days and then the check can be mailed from our location. We would also like to offer a $20 off $50 or more coupon for the inconvenience this has caused Mr. [redacted] in addition. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

We are still unable to locate a claim for [redacted]. In Ms. [redacted]’s response she mentions she sent the information to our credit team. This team does not handle any Labor Reimbursement Claims and would have directed her to the correct contact. We have reached out to our credit team and spoken to the collections manager handling our customers account who stated a letter will be sent to [redacted] with further explanation regarding the debt. As far as the claim, our final offer of a $50 gift card stands. Please let me know if I can help further. Thanks!

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 have been advised that the collection company has been notified and is working on this issue. We unfortunately cannot expedite processes on their side. We will consider the issue resolved for the time being to allow the collection agency more time to work on this 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 located the emails that our customer...

has previously sent in and we would like to apologize for the inconvenience caused to our customer.  We have forwarded Mr. [redacted]’s feedback to the General and District managers in his area. Our records indicate that our customer was contacted by the management team over his local store to discuss the situation, and that he was offered a $25 gift card. 
 
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The store managers response was that he called me and asked me how he could make this right. I told him I wanted a refund for the battery. In total, wee pasted about 3 hours of our time due to their neglect and policies. I think that is a reasonable request. He then told me he would call me back and never did. His name was [redacted]. Hope that helps. Thanks [redacted]

Thank you for providing us with the opportunity to address the complaint from our customer Ms. [redacted]. It is important for us to hear from our customers as we strive to meet their expectations.    We have reviewed the information provided and would like to apologize for the...

inconvenience caused to our customer.  We have researched the opportunity and were able to locate the order that the customer referenced.    Order # [redacted] had an initial authorization hold for $359.46.  That hold should have dropped off by now, resulting in a deposit of $178.79 for the remaining items on the order.     Due to the inconvenience caused to our customer, we are sending $120 gift card as a goodwill gesture to the customer’s address on file. We ask that our customer please allow 7-10 business days for processing. This gift card can be used in any of our store locations.   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.