Advance Auto Parts

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 the General Manager, Moe, of that store location. He advised he was not familiar with this issue, but would be willing to help. He advised that he would look further into the issue advised by Mr. [redacted] and would exchange the battery if the store’s tester finds the battery to be bad. He did advise that the battery is outside of the Warranty period and if able to be exchanged the battery would have no warranty going forward. Please be advised that the fast charger used has a built in shut off which automatically activates at 35 minutes. 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. *** 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. ***....

We have reached out and spoke with the District Manager *** and spoke about this issue. He states that the part has been ordered for Ms. *** and that he is currently waiting on it to arrive from the manufacturer. We would also advise that any action that has or will be taken for Ms. *** is a goodwill gesture as the part was not purchased by her and the warranty holder would be *** Auto.   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 provided and would like to apologize for the inconvenience...

this caused our customer. We contacted Ms. [redacted] and as a result, we are mailing her a check for the cost of the battery.  Ms. [redacted] can make note of reference# [redacted] for her check.  We do apologize once again for the inconvenience, and want to ensure our customer that we have addressed any and all potential training opportunities with our field leadership team.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. Based on the information provided, we were able to find
Mr. [redacted]’s online order placed on 1/23/16. 
We see the order was refunded for the full amount on 1/29/16 back to his
purchasing [redacted] account.  We were
unable to find any other in store purchase of the same thermostat for Mr.
[redacted].
We also
have spoken to our district leader, [redacted], regarding our customer’s opportunity.
He will be using the experience as a coaching opportunity within his 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.

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 delay in...

responding. Our E-commerce team has spoken to Mr. [redacted] and ordered the cover at a discounted price. Our customer stated he was satisfied with the resolution.
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]

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 do not have any info from four seasons you'd have to contact [redacted] he was in charge of that dispute at four seasons.  But here is the proof from my mechanic which states what condition the part was in when it left his shop and when it was dropped off at the advanced auto store. Thanks[redacted]

In
regards to the complaint that Mr. [redacted] has filed we would like to respond
further.
With
Mr. [redacted] not being the original purchaser of the engine; we are already going
above and beyond our warranty policy by issuing the $370 check.  Based on the Mitchel 1 labor guide for the
book time of the job; multiplied times $50 per hour, our offer of the $370
check will be final.
Thank
you for allowing us to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted]. I sincerely appreciate all your help in this regards.
I called the store manager "[redacted]" and he is not aware of this issue and declined to take care of it unless he hear anything on this issue. If there is a delay, kindly let me know and I can wait without any issues. I just need to know when should I contact the store manager ([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 reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]....

We will most certainly work with the General and District Managers to correct this issue and determine what took place. We request that Mr. [redacted] provide some information about the part itself to help us resolve this matter. We would best be able to work with a part number to help us better understand how a dollar discrepancy this large took place. 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 provided and would like to apologize for the inconvenience this...

caused our customer. We have spoken to [redacted] at our customer’s local store in [redacted]. [redacted] stated that he spoke to Ms. [redacted] on Sunday, January 18th and received the defective alternator. It seems that when the alternator was brought to the store it was in a different box, however, the store was able to retrieve the correct part number so they can complete the refund. [redacted] stated that he has arranged, with Ms. [redacted], for the refund to be completed this Saturday, January 24th.
Unfortunately, we were unable to find any notes referencing a gift card being sent. As a goodwill gesture, we will send a $25 gift card, which can be used in one of our stores, to the address on file. Our customer should receive the card within 7-10 business days after processing and shipping.
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 would like to apologize for the inconvenience our customer has experienced.   We...

will be happy to submit a damage claim for our customer. It appears the part has been sent back to our Distribution Center and we are attempting to locate it.  The Distribution Center has already refunded Mr. [redacted] for the part, and once located we will then send the part back to the manufacturer for inspection.  Any reimbursement for labor and repairs will be pending the manufacturer’s inspection.  Our Warranty Claims department will reach out to the customer once they receive the report back from the manufacturer.  If the customer accepts the process we will send an email to be filled out to acquire the information needed for the claim, including purchase and vehicle information.   He will need a copy of the original purchase receipt, copy of the original installation bill, invoice from repairs or an estimate for the repairs if they have not yet been done. Once we have this documentation and the defective part, the claim will be submitted to our Warranty Claims Team to determine if the claim is valid to send to the manufacturer.  It takes on average 30 days once the manufacturer receives the part for the process to be complete. We currently we will require more time to recover the part from the Distribution Center to continue on with this claim and we may be contacted at [redacted] option 1 option 3, emailed at [redacted] or faxed at [redacted]; please provide reference number # [redacted] during any contact for quick reference to the claim.   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 researched our customer’s opportunity and did locate records of both his call to...

our Corporate Customer Care Team and his email to our Corporate E-commerce Care Team.  According to our notes, our price for the oil is $9.19/quart, and the sale price of our competitor was $5.99/quart.  The Assistant Manager attempted to match this price for our customer, but due to system limitations, he was not able to override the price at that time.  He offered to have the customer return the following day to speak with our District Manager, who would be able to provide the price match.  In order for the customer to receive the discount at that time and not have to make a second trip, our Customer Care Analyst offered a $20 coupon code to be used at the time of purchase to provide the customer a price of $0.80 less than the original price match total.  The customer would also have earned an additional coupon for a future purchase.  Our customer did not accept our offer and disconnected the phone call.
 
We apologize for the inconvenience caused to our customer, and appreciate him raising these concerns about our price matching policy.  We will evaluate the limitation within our system.  We would like to offer our customer a $20 gift card for the inconvenience, which can be used at any of our locations and does not expire.  The gift card will be mailed to the address on file.  Please allow 7-10 business days 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.

I would like to apologize for the delay in responding.  We have sent an email to our store management team to provide us with further information to see how we can resolve this opportunity.  We should have an update soon and once again I apologize for the delay.
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have a friend who is at end of life, for the time being I do not have the energy nor time for this. Once we have completed this journey, I will submit the receipt. I do find it odd that [redacted] had no problem finding the cash transaction from the 2nd sale (from the [redacted] store) but now that it is a problem, it can't be found.
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.
[redacted]
[redacted]
[redacted] 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]

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 our...

customer experienced. We have reached out to our field leadership team and they have attempted to contact our customer to resolve her opportunity. According to our leadership team, when they contacted Ms. [redacted] she was not aware of the opportunity filed. We ask that Ms. [redacted] contact [redacted] at ###-###-#### and he would be happy to speak with her 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 provided and we are unable to
find a labor...

claim for our customer.  We
request that Mr. [redacted] provide us the engine serial number so we can better
assist in researching this labor claim.
 
We sincerely apologize for the inconvenience this may have caused
and if we can further assist you please let us know.