Advance Auto Parts

Review: I had a faulty car battery that was under warranty and needed exchanged. The [redacted] location exchanged the battery but insisted on refunding the original and charging the new battery. I told them that the account they were wanting to refund did sound familiar. They told me not to worry that it would go to the routing number. They did the transaction and I got the new battery. This occurred on I believe on 1/12/16. I have contacted Advance [redacted] and have been told several different things. 1st within 7-10 bus. days I would receive a call but I didn't. Next if the funds go to an account that is closed then bank will bounce/reject & Advance will get them back. Then Advance would send me a check. They confirmed my address but that didn't happen. Next call said that the last information could take up until end of March and that didn't happen. Next call is that I would have to contact the bank and get on a call 3rd party. I went into the [redacted] & talked to [redacted] Assist. Vice Pres & Branch Mgr. She looked up the account & nothing. I gave her my SOS and still nothing. We tried to call the 1877 number and was hold past my lunch break & she had to take other customers. The bank mgr told me that the funds are not sitting in that account of my SOS so they do not have them. I would need to contact Advance and have them release the funds and request and check be mail to me. The isn't anything they can do if they don't see any activity. I am owed $101.75 and the fund were refunded on 1/12/16.Desired Settlement: I would like to receive a check made out to me [redacted] address [redacted] in the amount of $101.75 as soon as possible.

Business

Response:

In

regards to the opportunity Ms. [redacted] has filed, we would like to apologize for

the delay in responding. We would like to provide our customer with a check in

the amount of $101.75 which will be sent to the mailing address provided and

should arrive within the next 7-10 business days.

Thank

you for allowing us to respond.

Consumer

Response:

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,

Review: On Nov 29th I could not get my car to start and was getting error messages. The neighbor came over and jumped my car and suggested I go to Advance Auto Parts where I had purchased the battery and have it checked.

I went to AAP(Advance Auto Parts) and an employee explained they had a device to check the battery and it would show if there was any problems with the battery. He further explained if it showed anything they would have to do a more involved diagnostic on the battery that would take about 4 hrs before they would replace the battery. So he did the check and told me there was absolutely nothing wrong with the battery.

I drove the car for 6 days and on Dec 6, 2015 I had commitments out of town. I loaded up the car and went to leave and once again the car would not start and once again I was getting error messages. The neighbor once again came over and jumped my car and got it started. Seeing as how I knew it was not my battery causing the issue because of what AAP had told me I knew I needed to take it to the dealership. As it was a Sat and the dealership did not do work on cars on weekend I was nervous to take the car out of town so I rented a car from [redacted] at the cost of $156.89.

When I returned to [redacted] once again my car would not start this was 12-10-15. I had an appointment set up with the dealership for the for the next day 12-11-15 so after [redacted] jumped me I took it directly to the dealership fearing if I waited for morning it would not start again. The dealership ran a diagnostic on the car which cost me $123.01. Their finding, low voltage fault codes. Recommended battery. This was Wednesday 12-16-2015.

I left VW and went immediately to AAP. I asked for the manager , his name was [redacted]. I explained to him all that had occurred that VW diagnosed the battery as bad. He said yes they had issues with their tester and it was not accurate all the time. He replaced the battery and gave me the prorated warranty on it to the time left on original battery.

I told him I felt I should be compensated for my out of pocket expenses that I would not have had, had it not been for their error telling me there was nothing wrong with my battery. He said he would love to pay for the expenses but unfortunately that had to be done thru corporate. He gave me a phone number for corporate and told me someone was there 24/7.

So I called the number he gave me and explained the issue. After I gave them all the info the woman explained she just handled online issues and to talk to corporate and they weren't in now but she gave me their hours to call. So on Thur 12-17-15 I called corporate and explained the whole story and of course they told me they didn't handle that I needed to talk to the commercial agent at the store. So I called the store and asked for the commercial agent and told him my issue and he told me I needed to call corporate and I explained to him they had told me he needed to make the claim.

On Friday 12-18-15 I called [redacted] the manager I had talked to the first time and explained the run around I had been getting and I was at this point very angry. He said he was going to call his district manager and try and get authorization to make out a check to me and he would call me before he left for the day. I got off work at 5:30 and went directly to AAP and [redacted] had already left and not called me back. The associate at the store said they had still not heard back from the district manager but they were ready to write out a check to me as soon as they talked to him. He might still call that evening or for sure the next morning and at that time [redacted] would be back in and call me immediately. [redacted] would be at work 8a-4:40pm..

Sat 12-19-15. [redacted] did not call me back so finally at 11:45am I called the store. He Had he said bad news. The district manager had denied my claim. He said the battery could have been fine when they tested it at AAP and could have went bad as soon as I drove off the lot. (as I explained earlier [redacted] had said the tester was not very dependable). He continued to say they never told me to go to the dealership for a diagnostic. He did not even address the car rental. I was very upset and told [redacted] I was going to call Revdex.com and whoever else would hear my story.

I hung up and realized I should have gotten a little more information for my records. I asked [redacted] for his last name- it is Hupp he said. I asked him for the name of the district manager that had denied my claim. He said it was [redacted]. I asked for a phone number for Mr. [redacted] said he didn't have a number for Mr [redacted] that he called the [redacted] store and got hold of him thru them. Then he said Mr [redacted] had sent him an email denying the claim. I asked for a copy of the email. [redacted] said he could not give me that it was considered confidential. I asked for Mr [redacted]'s email address. I was told he could not give me that either it was also confidential.Desired Settlement: Want others to know their business ethics and a refund for my rental and dealership diagnostic.

156.89 + 123.01 = $279.90.

Business

Response:

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

request that Ms. [redacted] provide us, or help us find her battery proof of purchase

so we can better review her request, and take it for consideration.

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.

Consumer

Response:

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 am not sure exactly where I am supposed to leave my reasons so hope here is ok.I did take a proof of purchase to the Advance Auto Parts when I got off work this evening 1-18-16 5:45PM. I took it to the store I purchased the battery from which was store # [redacted] , phone # [redacted] address [redacted], O[redacted]. The proof of purchase was given to [redacted] I am not exactly sure why they needed my proof of purchase. As stated in my complaint I went directly back to AAP after getting the bad battery results from the diagnostics done by the dealership. As I said I spoke to [redacted] and he replaced the battery and prorated the warranty to what was left on the original battery.Again what I am seeking is the amount of money out of pocket I spent due to the false reading of their (AAP)tester. Had I not been give that false reading I would have had the battery replaced vs car rental and diagnostic at dealership.I find it hard to swallow the message from the business that "It is important for us to hear from our customers and we strive to meet your expectations". And.. "Our promise is to provide superior customer service" and goes on to say "We sincerely apologize for the inconvenience this may have caused....."I have seen absolutely no evidence that any of these statements are true and if they were AAP would quit giving me the run around and pay for their mistake. Furthermore if your tester doesn't work---Replace it.

Regards,

Business

Response:

In regards

to the complaint that Ms. [redacted] has

filed, we would like to respond further.

We have

reviewed the information provided and would like to apologize for the

inconvenience our customer received. The Division Leader, ([redacted],) is attempting

to contact our customer. [redacted] has already advised us that he wants to arrange

to pay the requested $279.90. He will

continue to reach out to provide a resolution and will let us know once he has

spoken to Ms. [redacted].

Thank

you for allowing us to respond.

Consumer

Response:

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,

Review: I took my vehicle in to Advanced Auto Parts on 09/01/2013, the car battery died and was unable to drive. AAA came and jumped the vehicle, drove the vehicle to the shop which is less than a mile away and [redacted] changed out the battery. Once I drove home nothing in the car worked as far as headlights, stereo, the gauges or automatic doors. I called as soon as I got home to ask if this is normal or could there be a blown fuse. I was told by [redacted] that I could bring the car back the next day (currently am fighting a sinus infection) to see which fuse perhaps was blown and help installing. Once I got there, [redacted] and [redacted] had no clue what I was talking about and just looked at me. No one offered any assistance. Finally [redacted] told me that I could submit a claim through Sedwick their insurance carrier and was given a claim number and I was to recieve a call within 24 hours; that call never came. Of course their operating hours are the same time that I work so I had to leave a msg on the general Mailbox. I recieved a call this am stating I was to call ###-###-#### because they are now handling my claim and then when I called there was told the district manager was going to call me. Once he did [redacted] was very rude and belligerent stopping short of blaming me for the issue. All my electrical gadgets were working prior to me bringing the car in and now they are not. I simply want my car fixed. I also even tested turning off and on the car twice with [redacted] there prior to him installing the battery and everything worked. Not only are the repairs awful, but everyone I have spoken to has been beyond rude and not helpful from the actual store, to even [redacted] at corporate customer service who kept me on hold for over 5 minutes and [redacted] who asked me for the claim number given to me and then became upset because she didnt have access. [redacted] the actual store manager hesitated to even give me the number for corporate. This whole experience has been AWFUL and almost reduced me to tears! Product_Or_Service: BatteryDesired Settlement: DesiredSettlementID: Other (requires explanation) I would simply like my car looked at, the same information given to me by all the indivduals who work there and it fixed! Without the attitude would be nice especially being that I have given Advanced Auto Parts a lot of money over the last 10 years

Business

Response:

Ms. [redacted], Thank you for providing us with the information 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 after speaking with our District Leader over the store location, Mr. [redacted] we have been advised that on the day Mr. [redacted] was made aware of this situation, we had a local garage [redacted] Automotive diagnose the vehicle to understand any opportunities that may surround the battery installation. In speaking with Ms. [redacted] she was ok with this, and based upon [redacted] Auto diagnosis the issues that are present with the vehicle were not caused by the battery installation (see attached) As a good faith gesture, Advance Auto Parts paid $105.00 to the garage for the diagnostic tests for Ms. [redacted] due to the situation. [redacted] Automotive could not relate any of the current problems to the battery installation, and which they provided their reasoning within the diagnostic invoice. Due to this complaint received we would like to send a $25 Advance Auto Parts Gift Card if the customer will accept, to her home address provided. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

There are some parts of this that I do not agree with. The main thing though that was frustrating was the consistent lack of customer service and rudeness I recieved giving the information that was given to me. I dont work there, the reps I spoke with do. As a consumer its very frustrating when you realize the company you have been giving your money to for years treats you in such a way. As far as the mechanic went, that in itself was interesting. He said it was what the issue was to begin with which was needed a fuse. It just would of been nice if the individuals in the store would of helped me out the way they said they would to begin with. I get that they are not mechanics but to continue giviing advice on vehicles as though they are is definitely false advertising. I would implore that they stay in their lane of business and stop acting as though simply because they work in the industry they know ALL about the industry. 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]

Review: Advance Auto Parts denied my Mail In Rebate offer.Desired Settlement: as advertisement indicates, I would like to get the $10 back.

Business

Response:

Thank you for providing us with the opportunity to address

the complaint that Mr. ** 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 regarding this rebate. We

have verified Mr. **’s transaction with the rebate offered and we would like to

issue a gift card in the amount of $10 which will be mailed to the address

provided. We ask that our customer

please allow 7-10 business days for processing.

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.

Consumer

Response:

You guys (and gals) are awesome. You have never failed me ever.

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,

Review: On November 11, 2013 I purchased driveworks hub bearing assembly Part No. NT515036. The bearing wore out before a year had passed. Advanced Auto did honor the warrantee and replaced the bearing. By the end of Januarary the replacement bearing began to fail and once again the store honored the warrantee and replaced the bearing. We had a professional mechanic install this bearing. All of the procedures were according to the specs of the part. Two weeks after this bearing was replaced and installed it failed, only this time it happened while our son was driving the truck. Fortunately, he was able to pull into the lot of a gas station at which time the front tire fell off causing damage to other parts of the truck. We filed a claim with Advanced auto and were told it would be up to the vendor to decide if the claim would be satisfied. After 3 months and getting a run around, we were told that the claim was denied. After reading the feedback for this part I have found we are not the first people to experience the failure of this hub bearing assembly. We also are not the first to have the wheel fall off our truck due to the bearing coming apart.Desired Settlement: We would like a refund for the expenses we incurred due to this faulty part.

Business

Response:

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.

Per the vendor's inspection report, the part in question NT515036, was found free from any manufacturing defects. The images and inspection report supports the fact that the center nut which is not supplied with this product was either not replaced and/or properly torqued. This nut must be replaced and torqued to manufacturer’s specification using a calibrated torque wrench to prevent the nut from coming loose while the vehicle is in service. Please see attached inspection report along with supporting images.

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.

Consumer

Response:

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 accept the business' claim that the damage caused was due to mechanic error. I have a written statement from [redacted] that [redacted] (mechanic inspection #[redacted]), owner and lead mechanic,personally torqued the axle nut at 177 ft. lbs. this was also witnessed by my son who was there at the time of the repair. This man has been in business for 35 years, he is not just a back yard mechanic. If this had been the first defective hub bearing assembly we purchased and this had happened I imay have been inclined to believe their claim but due to the fact that we had experienced this part failing numerous other times and the fact that the store agreed the part was defective I do not except their claim. Also, I have since read through complaints about this part on their website and have found others who have suffered the same or similar issues when this part was installed in their vehicle. For example:

11/26/2011(1 of 1 customers found this review helpful) 1.0Blew apart after 100% correct installBy Silverado Mechanicfrom [redacted]About [redacted], Mechanic, Truck EnthusiastFollow meLevel 1PROSEasy to installLooks greatCONSFlimsyVery FlimsyBEST USESTrucksComments about Driveworks Hub and Bearing Assembly:I replaced the original hub assembly after 206,000 miles just to freshing the truck up. I have replaced lots of these seeing how I am a mechanic. 100% complete and correct installation, took truck for a 1 mile drive, turned around, heading back...clunk, the inner hub seperated from the outer hub causing loss of control and almost rolled the truck when hitting an embankment. So I would recommend spending more money and getting a higher quality product. I plan to return the part only to receive 100% cash refund as I will be using the old equipment. I still purchase all my parts from advance auto parts, just wont be using the lower grade parts anymore.WAS THIS A GIFT?:NoBOTTOM LINE No, I would not recommend this to a friendThere are several other reviews stating similar issues as well.

Regards,

Business

Response:

In regards to the complaint Mr. [redacted] has filed we would like to respond further. We have reached out to our Warranty Team and have researched the defect rate on this specific part number, and found that the defect rate is very low in comparison to the large amount that we sell.

According to the inspection report, “This bearing failed because the Axle Shaft retaining nut came loose in service. This is evidenced by the heavy deformation marks that are present inside the hub assembly where the axle shaft is inserted. These marks were sustained when the bearing and inner ring backed off the hub’s spindle and the splined axle shaft damaged the internal spline of the hub. There are thread marks and spline marks on internal splines. If the axle shaft nut had remained intact, the bearing and inner ring could not have separated from hub’s spindle, and the axle shaft thread and splines would not have damaged the internal spline of the hub.”

Based upon the manufacturer’s findings, we are unable to provide a refund for our customer.

The level of incompetence within the Advance Auto Parts organization is unfathomable. First, they don’t even inspect the parts to ensure they aren’t defective before they ship them to customers. Then when the customer receives the defective part there is an expectation that the customer is to pay for return shipping. After explaining that such an expectation is not only unreasonable but blatantly dishonest they finally concede to sent a prepaid return label. They send you a return label with a corrupted file that can’t be printed attributing the problem to a computer issue with the customer. When they finally realize that the prepaid return label is actually a corrupted file then they agree to have a UPS truck pick up the return. All the while they make the customer reorder the $140 part. They then don’t add the email address of the customer to the order so the status of the order can be checked and then state they cannot add the email address. I will stop here because the incompetence continues on to infinitum. If you have nothing but time to deal with these dullards be my guest but I will no longer be doing business with these incompetence is.

I bought a new a/c compressor with a life time replacement and the compressor DID NOT COME WITH THE COMPRESSOR O RINGS. I called up the store in Clover, SC and asked them to order another compressor and all I got was we will order a o ring kit, the kit does not have this kind of o ring, cause I BOUGHT THE O RING KIT TO DO ALL THE O RINGS OVER IN MY A/C SYSTEM. Why does the manager not order the right o ring for the compressor and just gives a [redacted] excuse. I asked for my money back and he said he can't do that until he sees the problem. The problem is the compressor did not come with the o rings! More [redacted]. I DON'T WANT MY E-MAIL ADRESS GIVEN TO ADVANCE AUTO PARTS.

Review: Subject: Advanced Auto Parts, Inc. [redacted] I attempted to use Revdex.com complaint form but application was not responsive. My complaint is against a employee of the subject store.

On November 14,2014, I purchased a rear differential cover from the subject parts store. On November 16,2014 I started the repair

process and recognized I should also replace the cover gasket. I traveled back to parts store (24 miles one way) and told the service

clerk I wanted to buy a gasket for cover. The clerk told me he couldn't sell just the gasket and I would have to purchase a new cover and gasket

as a set. I told clerk I only needed the gasket as I had purchased the cover on the fourteenth from his store. He told me that their covers includes

a gasket. I told him I received no gasket with cover and suggested he go on-line to review part number and part description which clearly

indicates no gasket was included with cover. Obviously this was to much of an effort and he refused to sell me the gasket unless I purchased

another cover. I returned to my home, went on-line and ordered the gasket from the same store, verified it was in stock in store and printed

my payment receipt. I returned to Parts store and my gasket was waiting for me. Original employee that refused to sell me gasket was conveniently

now available. This attempted "Rip-Off" by employee cost me 100 miles of travel plus 3 plus hours of wasted time. I wonder if I was viewed as a easy mark

and wonder just how many people this clerk has "Ripped Off" because that lacked experience and assumed they were dealing with an honest employee.

On November 17,2014, I was able to contact the General Manager of the Advanced Auto Parts Store, [redacted] with the above data with the hope that

this incident wasn't condoned by Management and he would take corrective action. Mr. [redacted] offered no response to incidence, which gives me the

impression that either other people have never notified him of a problem or it is a normal occurrence not to be taken seriously. I also notified the Corporate

Service Representative in Roanoke, VA of the details of incidence who took problem very seriously and immediately indicated that problem was being forwarded

up Management chain for action. By contact with your organization, I am hopeful that some action will be taken that conveys to the Management of this parts

store that this is an unacceptable business practice before more unsuspecting customer gets "Ripped Off".[redacted]Desired Settlement: An explanation

Business

Response:

We have engaged our District Leader Ms. [redacted] in regards to this opportunity. We have been informed that she has spoken with the TMs at the store and also spoke with our customer and resolved this issue. Our customer has been sent a $25 GC for the inconvenience this has caused.

Thank you for allowing us to respond.

Consumer

Response:

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,

Review: September 29, 2014 purchased 2 air filters using the remaing funds on a Advanced Auto gift card, appoximate $15.00, and the remander was on my debit card, $20.28. My son put air filter on my car and I went homw with the receipt leaving my son in the store parking lotto replace his. His air filter did not fit and he went back in and the clerks gave him another brand for his vechile but but it also did not fit. He was informed he need the receipt for a refund, came home to get the receipt, and when he returned minutes later the manager wanted to give him a store credit not a refund. He refused wanting a refund on my debit card,which he had and heavy words were then exchanged. He told me the clerk ran my card through the credit equipment, he signed a reciept, but was so mad he left without the credit receipt or the original receipt with my air filter on it. He was upset that the air filters did not fit and the manager and clerk were treating him as if the filters were damaged or used when this all took place in the parking lot within 30 minutes.I am upset that customer service was completely overlooked as an item purchaed within 10 minutes was returned and the manager did not wat to immediately give a refund,(undestand policy on needing debit card) store credit was not wanted at all. The SUPPOSED CREDIT TO MY DEBIT CARD HAS NEVER SHOWN UP 2 WEEKS LATER. Did the store personnel pocket the refund money, put it on a store card for themselves? What happened to it? We will never purchase at the store on Hwy 54 again, will go to [redacted] or [redacted] severla miles away first.Desired Settlement: Never as I will not set foot in this store again. Going to alert home office to situation as no refund has been received after 2 weeks.

Business

Response:

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 spoken to our credit department. Per their records, the credit was sent to our customer’s financial institution on 9/28/2014. Most financial institutions will not post the sale or credit to their customer’s statement, with it being the same amount, since they will cancel each other out. I have included a copy of the transaction detail from our records.

We would also like to apologize for the inconvenience our customer experienced with the store team member. We have forwarded her opportunity over to the field leadership team to address.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the transaction did occur in 2 seprate credits. I appreciate you assistance me in this matter but do not plan to be a customer aof advanced Auto again due to the attitude of the store personnel in agreeing to the credit to the debit card rather than expecting me to accept a store credit card.

Regards,

Review: I purchased a radiator for my 1981 AMC Concord from Advance Auto Parts online and I picked out the most expensive radiator available from Advance Auto Parts. Because this car was my deceased Grandfather's car that he purchased brand new & we take very good care of this car & is not driven much. We get many compliments on it's condition. Unfortunately Advance sold me a radiator that is inferior & would not keep my car cool. Since it did not keep my car cool it caused it to overheat resulting in over $1,500.00 of repair bills. My mechanic told me that Advance sold me a 2 row radiator & it should have sold me a 3 row radiator for my car. No 3 row radiator was available for my car from Advance only inferior 2 row radiators. My mechanic has no problem talking to anyone about this repair and radiator issue. Since March I have been trying to get Advance to help me with the cost of the repair since Advance sold me an inferior radiator. But all I have gotten is unreturned phone calls & the run around. I have kept a log of every call I have made, who I have spoken to & every conversation & every promise of a return phone call that did not happen and all those dates, etc. Just this past week [redacted] did offer me $54.00 which is unacceptable. They had the radiator tested at [redacted] & I was told the radiator failed due to a filler neck assembly leak but this failure would not have caused overheating. But the issue is not the radiator failing it is that they sold me the INCORRECT RADIATOR CAUSING MY CAR TO OVERHEAT. And the car does not overheat now with the 3 row radiator that my mechanic put in the car. I have spoken to the corporate office, regional office, claims department, and emailed numerous folks at Advance but they just don't seem to want to help me at all. I need Advance Auto Parts to take responsibility for their mistake in selling me an inferior radiator for my car. Thanks for listening and I hope this will help other consumers that could possibly have similar issues with Advance Auto Parts. Product_Or_Service: Ready-Rad Radiator Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for someone (maybe Vice Present) at Advance Auto Parts that has the authority to make an executive decision to reimburse me for the repairs that I had to have done to my car due to the inferior radiator purchased from Advance Auto Parts.

Business

Response:

Ms. [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 by our customer and the inspection report from [redacted] the manufacturer of the radiator purchased. After conversations with the manufacture we have confirmed that the part number purchased is correct for the vehicle. Although the product failed after 4 months of being installed, the vehicle is equipped with warning lights and gauges to ensure no extensive damage can be caused to the vehicle if the product may fail. Unfortunately, since the vehicle had continued used after the failure, this created the catastrophic engine damage. At this time Advance has provided a refund for the part purchased as well as our manufacture offering a $54 payment as a good will gesture for the install of the part purchased which has been declined by our customer. Based on the information provided Advance Auto Parts must stand behind our manufactures findings, but as a good will gesture we are willing to offer an additional $100.00 on top of the vendor offer to Ms. [redacted] for the inconvenience this has caused. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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 response to my complaint is unacceptable. Due to the fact that the certified mechanic (who has been in business over 25 years) noted on the receipt sent to Advance & Revdex.com that my car requires a three row radiator. He has no problem speaking to anyone about this situation. And the [redacted] Master Products Catalog he used also shows that my car requires a three row radiator. I am guessing the manufacturing does not want to admit to anything to keep them from being involved in this mess. But I should not have to deal with the manufacture. I should not be caught in the middle of Advance and the manufacture. I purchased the radiator from Advance Auto Parts & as a consumer I expect that the part offered to me by Advance & purchased from Advance should have worked for my car. I am a long time customer of Advance & I expect ADVANCE to do what is right and stand behind their product(s). The reason this situation took 4 months to report is because it is a vintage car & not a daily driver. We did not drive the car hot & we did pull off as soon as the car started running hot. We did NOT cause the damage to our car, the inferior/wrong radiator caused the damage to the car. The fact that now the car has a three row radiator installed in it and is not running hot should also prove that the two row radiator sold to me by Advance is inferior. The Advance radiator should not have failed if in fact it WAS the correct radiator. If Advance wants to stand behind their manufacture that is up to them but I expect that again as a long time customer of Advance to stand behind their parts & do what is right. We as consumers expect companies to offer us the parts that will work in our car or not offer them at all. I first contacted Advance starting in March with no resolution in sight. I have had numerous promises made to me about return phones calls and left numerous voice mail messages that have not been returned and it took over a month for Advance to bother to return the radiator to the manufacture even though I was promised it was going right out to the manufacture. This is not superior customer service and the radiator was not a high quality product. I have been greatly inconvenienced in time & most of all money & I expect something a lot more than what has been offered thus far. BOTTOM LINE IS THAT IF ADVANCE AUTO PARTS HAD SOLD ME THE CORRECT RADIATOR TO BEGIN WITH AND NOT THE INFERIOR ONE THAT WAS OFFERED NONE OF THIS WOULD HAVE HAPPENED! Regards,[redacted]

Business

Response:

Ms. [redacted] We are looking into the rejection further from our customer. We have been actively working on this situation and hope to provide you and our customer with an update by close of business this week. Thank you,

Business

Response:

Ms. [redacted], Thank you for providing us with the details requested for this opportunity. We have contacted Modine, at ###-###-#### to get further information on what has been provided. During our conversation with the [redacted] representative they informed us that [redacted] has dropped this product line as of 7 years ago, and stated if there were catalogs still being used they would be outdated. [redacted] did explained they still handle lifetime warranty issues with [redacted] Radiators and the only way one could be ordered would be from a whole seller and not from them directly. They were bought out by a company [redacted], LLC also known as Proliance which was the supplier of the product purchased by Ms. [redacted] from Advance. Although [redacted], LLC manufactured the product, a 3rd party vendor did the autopsy inspection for Advance Auto Parts. They found the product failed due to a crack at the filler neck, however this would not cause the catastrophic loss of coolant to overheat the engine before the driver could shut off the engine, avoiding the extensive damages At this time due to the information found provided by our customer and the company [redacted] we do not feel Advance Auto Parts has sold an incorrect Radiator that would have caused the damages incurred. As a good will gesture Advance Auto Parts is willing to provide $150.00 to Ms. [redacted] for the inconvenience this has caused. Thank you for your time

Consumer

Response:

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.Could $150 help my family?....absolutely but it is the principle of the matter. The reason I sent the [redacted] information was to show that my car took and still takes a three row radiator not to prove that [redacted] is still in business or still sells radiators. It does not matter that [redacted] is not in business and that they were bought out by [redacted] or that the catalog is outdated. I have seen outdated catalogs used at Advance and other auto parts stores as well. That does not matter. The only thing that matters is that Advance Auto Parts sold me a two row radiator when IN FACT they should have sold me a three row radiator. AND MY CAR CURRENTLY HAS A THREE ROW RADIATOR AND IS RUNNING PERFECTLY. That should prove that my car requires a three row radiator. Offering us $150 as a goodwill gesture is just not satisfactory for what we have endured and how we have been treated by Advance Auto Parts and the cost to repair our car due to Advance selling us an inferior radiator. Surely there is upper management that can review this issue and satisfy us as long time customers. The certified mechanic is prepared to testify if necessary. I am hoping this does not become necessary and Advance Auto Parts steps up and does that right thing. Regards,[redacted]

Review: I bought a remanufactured alternator from Advance Auto Parts in Georgetown Delaware 2 weeks ago. The alternator will not charge. After 2 weeks of testing and troubleshooting I came to the conclusion that the alternator was a faulty unit. I went to their Millsboro DE. store to return it, and the gentleman at the register would not return it because he accused me of swapping out internal parts? of the alternator with old ones from another unit. I explained to him this is how I bought it. He told me that all of Advance Auto Parts alternators come with a fan/pulley assembly and are the insides are not painted orange. I let him know that [redacted]. who sold it to me at the Georgetown location had to take the pulley off of my old alternator ($35.00 core charge) and install it on the new unit. After no luck he told me to go to their Georgetown store where it was purchased and see [redacted] (Store Manager). I drove to their Georgetown location were [redacted]. was working ([redacted] was on lunch break) and I was excited to see [redacted]. thinking he would remember me and the alternator since he installed the pulley on it! Wrong.. he denied having any knowledge of the internal parts being orange and told me that not all of Advance auto alternators come with fan/pulley assembly... who is lying? [redacted] or Millsboro clerk telling me they ALL come with them. I asked [redacted] to speak to the manager and he said he is the Manager! The only thing I want to do is to get my car running! I don't want my money back. I just want the part I paid $90.00 for to work!Desired Settlement: I am not asking for a refund, I would just like to exchange it for a working alternator

Business

Response:

Ms.

[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 it seems that our leadership team

over the Georgetown Advance Auto Parts store has taken care of Mr. [redacted] by

providing him with an exchange for the part in question. If we can help further

please let us know.

Thank

you for allowing us to respond.

Consumer

Response:

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,

Review: I purchased an axle and ball joint for my car yesterday 4/17/2016 which comes with warranty. While driving the next morning with my child in the car the nut of the defective ball joint broke off causing my axle to break and the whole ball joint popped out of place and my tire bent completely. my car now has even more damage and nearly killed me and my child because I almost crashed when it happened. I went to advanced to get the items replaced so that I could fix my car and the [redacted] location would not replace my parts claiming that I damaged the parts with that one day. I have been a loyal customer for years to advanced and have never been treated so rudely. the manager and a sales associate where both unhelpful and rude and would not help me at all. Whats even funnier is the advanced in [redacted] was going to replace my parts however they did not have the parts in stock. I will never go back to these stores again due to poor service and not honoring my warranty. the customer service was ridiculous and unhelpful. all this causing me to go to another parts vendor just to get my parts and be ensured that their warranty will be honored.Desired Settlement: I want my money back now that I had to buy the parts else where because they would not replace my parts. I am very disappointed and angry that due to advanced auto parts, defective parts. their parts are not of good quility and could have caused me and my daughter to be seriously hurt and even angrier that they had the nerve to tell me I broke the parts my self in less than 24 hours.

Business

Response:

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. Our store manager, [redacted], has informed

us that we have refunded the parts in question per our customer’s request.

Our

promise is to provide superior customer service and offer high quality products

when you need them. Thank you for allowing us to respond.

Consumer

Response:

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. They have reached out today 4/21/16 in regards to my refund. I do appreciate the help and thank you. I will be going to the store to return the products since I no longer need them .

Regards,

Review: This dispute relates to a few different issues with Advance Auto Parts – warranty, delivery, and customer service issues. On 29-Nov-12, an order was placed for a used transmission for a ’00 Isuzu Rodeo. It took over 15 days to receive the part. We were in constant contact week days with the store to get updates and no pertinent information was ever really given. When the part finally arrived (16-Dec-12), it was installed immediately; our customer had been waiting for over two (2) weeks for the vehicle. Per the store’s commercial sales department, when part was purchased the warranty was for parts and labor at 12 months/12,000 miles. The customer returned 06-Dec-13 complaining of slipping issues and not properly engaging. We diagnosed the vehicle and found that the transmission was causing the issue. So, we immediately contacted Advance Auto Parts and let them know of the problem and requested another transmission since we were under our warranty with regards to time and mileage. The transmission arrived a lot sooner than the first time and was properly installed (11-Dec-13). The customer left happy with a properly working vehicle. Once we had the invoice signed by our customer, we forwarded via email (12-Dec-13 @9:16AM EST) the necessary second invoice information for payment on the labor claim since the transmission was already sent and under warranty to the CAM (Commercial Account Manager-[redacted]). We did not hear from [redacted] until a week later (19-Dec-13) when he said that he had to “have a meeting with me”. [redacted] let me know that the labor claim would not be approved due to the part purchased was outside the warranty time. I let him know that we did not agree due to the fact that the original transmission was not delivered until 2 weeks after the order date. It does not make logical sense that a warranty will begin for product/service if it has not yet been received, let alone paid for. I did not want to argue with [redacted] because I had customers in our office and it was not an appropriate time to discuss this issue. I let [redacted] know that there was nothing more to discuss since he was unwilling to try to fulfill Advance Auto Parts warranty. He also made no additional attempt to rectify the situation. I then attempted to get an answer from [redacted] sending an email alerting him to the facts – part not delivered till mid-December, we had a 12 month/12,000 mile warranty on parts and labor, and to discuss other issues with customer service. [redacted] responded after 5PM that same day which is admirable, since timeliness was also an issue I had with [redacted] did not address all issues discussed in my email. Our issue at this point is that we received an inferior product from Advance Auto Parts and requested under the terms of our warranty replacement and reimbursement. All action items have not been met and per the CAM –[redacted], will not be remedied.Desired Settlement: The business has a responsibility to uphold their entire warranty and pay for inferior products (parts and labor) that need to be re-installed. It took time to re-install a transmission that was bought on good faith of being a working part and would last. We still had to purchase additional fluid and supplies to complete the job over again. We are not requesting all additional monies used with regards to this warranty. We just want the labor claim of $840 paid, which is corroborated with our shop labor system.

Business

Response:

Ms. [redacted], Thank you for allowing us to respond to this opportunity presented by our customer. We have been informed that our Management Team over this store location made a visit to our customer's repair facility on 1/7/14, to speak about the issues below. Per the information received by our Management Team we were able to resolve this opportunity and will continue to serve our customer to the best of our abilities. We have made an agreement to meet with our customer monthly to review any issues and resolve them quickly. We thank you for allowing us to respond to this opportunity received. We would like to apologize for any inconvenience this may have caused our customer. Thank you for allowing us to respond.

Consumer

Response:

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]

Review: I purchased a salvaged motor from Advance Auto on Oct 28, 2013. I was never given any warranty information, only a receipt. I have paid a mechanic $1,121.00 to take old motor out and install salvaged motor. Met with mechanic on November 10,2013. He cranked my Explorer to reveal loud knocking and explained that the motor we purchased was a bad motor. Havent gotten any help from the 1-800 #'s that the managers have given from the Mebane NC store. #6248. My wife and I have spoken with the General Manager, "[redacted]" on Thursday November 14. He e mailed the district manager and told us he would be in contact with us the next day. The next evening with no answers we returned to store and talked with [redacted] again. As my wife talked to him she was rudely interrupted by an employee [redacted] who we made transaction for motor with. He told us that our motor was under warranty and we would get our money back but our mechanic wouldn't answer his phone calls from the warranty department. I immediately called mechanic and he called store because he said he already knew we were in there complaining due to [redacted] calling him and telling him. Mechanic spoke with warranty division and explained motor was bad. [redacted] walks out of store gets into car and leaves. When we get home manager [redacted] calls and explains that we have permission to take motor out and return for a refund. Mechanic also calls and explains that Advance Auto employee [redacted] called him and spoke of how we were in store and he was so ill he just had to leave. I done know why its any of Advance Auto employees business to call the mechanic that I do business with. The General Manager [redacted] explained that I could file a labor claim on the motor, but the warranty division in Roanoke Va, said that I couldn't due to it being a salvaged motor. Today is November 19, 2013, I finally receive call from District Manager [redacted] who showed no concern for my problem. He said he wasn't the one to deal with the issues, and I told him he needed to speak with my wife who owned the Explorer and was rudely disrespected by his employee, and he said he wouldn't. I asked him again, "so you mean to tell me that you refuse to talk to my wife" and he said it will do no good because he had talked to me and I was the customer.. I told him I was shocked at his attitude and handling of the situation and would make a report and for him to have a nice day. I am very displeased that I ever dealt with Advance Auto. I am back where I started from but this time I am $1121.00 in the hole. If Advance Auto can do business this way I think its terrible. I have found out from them that my money is refundable for motor or I can get another motor, is it fair for me to get another motor that could be trash. I still have to pay a mechanic to take this motor that Advance Auto sold me out of my Explorer, and get it to store in order to get my money refunded. I still need a motor and still have to pay someone to install the one I get. This isn't fair to me. I feel Advance Auto owes us for the labor bill that we paid to mechanic due to a motor that is no good. We have been told this motor had a year warranty but this motor was bad upon delivery.Desired Settlement: My wife and I feel that Advance Auto should refund us the full amount of the receipts that we have paid out due to the business we done with them. This motor was bad upon delivery and we just want to move forward and put this past us.

Business

Response:

Ms. [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 apologize for the delay in responding. After working with the upper management over this store location we are going to be providing the desired settlement of the engine refund for $1904.90, as well as the $1121.00 for the parts and labor that our customer incurred. We have submitted a request to have two checks sent to our store for the amounts above, and they will be provided to our customer once the engine is returned to the store location. It will take 7-10 business days for the checks to be delivered and we have asked our store manager to contact Mr. [redacted] once the checks have been received so we may work out an exchange at the customer’s convenience. As always a release will need to be signed ensuring our customer received the checks to resolve this opportunity. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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]

Review: Went in to the store in [redacted] and asked the guy if they could install a battery and he told me yes so we purchased it and he then proceeded to refuse to install it. I now have to pay more money to have it installed by a mechanic..Desired Settlement: I would like my money back for the trouble.

Consumer

Response:

No because you guys couldn't do what you were supposed to do and now I'm out of more money because I have to have it towed and sent to a mechanic and have him do it.

Business

Response:

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 have reached out to the District Manager, [redacted],

who is reaching out to Mr. [redacted] via phone to provide a resolution. We would like to ask our customer to please

return [redacted]’s call so that we can ensure this is resolved in a timely manner.

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.

Review: Purchased front and rear brakes for my 93 BMW 325i they was not the correct. The box had got damaged but the break pads was still in the plastic wrap Un opened. This was in [redacted] and [redacted] was the 2 people working and said they could not take it back because the box was damage. These are not the right break pads they are to smallDesired Settlement: Would like money back and go somewhere else since there computer says it is the right ones but mechanic and myself sees it is not correct ones

Business

Response:

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.

Review: Bought a battery which is still within warranty but capacity below 45%, local store decline to replace it. Now I cannot start engine in morning

Bought a battery which is still within warranty. Since last November, every morning I cannot start the engine. Brought the car to dealer found the battery is around 45% of capacity in CCA. The local store in W[redacted] found same results but decline to replace it and saying it is normal.Desired Settlement: Honor the replacement battery

Business

Response:

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 have located two battery purchases under our customer’s profile. Since there are multiple purchases, we are unable to determine which battery our customer is referring to. Our warranty policy does require that we receive a bad reading in order to warranty out a battery. Due to the opportunity received, we have spoken with the General Manager of our customer’s local store, [redacted]. The General Manager has agreed to honor a replacement for our customer as a one-time courtesy, according to the battery warranty as printed on the original proof of purchase.

When Mr. [redacted] returns to the store, we ask that he bring the original proof of purchase. We would also like to request that our customer bring in the vehicle, so that we may perform a full systems test to ensure there is not another issue that would cause the same opportunity with the replacement battery.

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.

Review: I am a loyal customer who has just been treated really badly by my local Advance Auto Parts store. Please allow me a minute to explain the situation. I went to store #[redacted] on May 25th, at 1:45 pm. I bought a thermostat for my vehicle. When I got home, I noticed it did not have a gasket. So, at 2:30 pm that same day, I called the store. I just asked the Advance employee about a gasket, and he went ballistic on me. He said, Its not my job to offer you something. You got to know what you need. Who you think I am? I asked his name, and he refused to tell me. I asked to speak to the manager and he said, I am the manager! Then he hung up on me. Ive been shopping at Advance for as long as I can remember. I mean its my go to store for all my auto parts needs. I am really upset by this experience, because its going to be really hard for me to go back to any Advanced Auto after today. I mean the employee (who repeatedly refused to identify himself as anything except the manager) was really rude, disrespectful, and outright mean. I have filed seven email complaints with Advance's online feedback, but each one gets brushed off, and no one has done anything except ignore me.

Product_Or_Service: Thermostat

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this manager's superior contacted and made aware of the situation.

Business

Response:

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.

Consumer

Response:

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,

Review: On 10/04/2014 my 2000 Jaguar XK8 had an electrical problem. I diagnosed it as an alternator problem. I am a retired [redacted] technician, 33 years in dealerships. Totally certified by [redacted] & [redacted] I purchased a Lifetime guaranteed replacement from Advanced Autp Parts and paid $308.45 including core & tax. The next day I installed it, a considerable task. The Chilton Manual which establishes auto repair labor time & operations fair traded to the public and auto / insurance industry at 2 hrs time to replace due to the difficulty of location on that XK8 & 1 hr diagnosis time. The same problem existed. I had to start all over again. The diagnostics were much more difficult this time because I was supposed to have a new alternator. I contacted the suppliers "help line" an they worked with no help they even got schematic wiring diagrams. They were completely unreadable and there help line tech told me he could not help me, 2 hrs more wasted. I returned to the store, they offered to get me another alternator, but they didn't have one in stock. They called another store and said I could get it free. I told them to TEST it before I drove across town for it. It tested BAD.They called all over again found one in [redacted] but could not get it until after 4:00 pm the next day.I left and called [redacted] 1/2 mile down the road, same price, in stock and tested good on a bench test. I replaced it and all is running fine. MY PROBLEM IS that they flatly refused to compensate me for my time and labor, and openly admit to discriminating against, because I was not a discounted commercial account. That is illegal on two counts DISCRIMINATION and violation of their "lifetime warranty" there is no posting of this illegal but firm unbending practice. I called their headquarters and was the same thing, [redacted] a customer disservice representative argued for 20 minuets and issued a claim #[redacted]. He also told me send him copies of a bunch of receipts he should be able to get from his own computer.

Product_Or_Service: 10/04/2014

Order_Number: #[redacted] Account_Number: #[redacted]Desired Settlement: I'm only asking for fair compensation as per Chilton flat rate manual 3.0 hrs @ $89.50 per hr. $268.50. My local Jaguar dealer quoted replacement at $850.00 + tax.Thank you for your consideration , any questions [redacted]

Business

Response:

In regards to this opportunity received we have sent this to our Field Leadership over the stores in our customer's area so they may contact our customer to understand which store's were involved so we may get a better understanding of the situation. They will contact this customer ASAP.

thank you,

Consumer

Response:

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. Spoke with Leadership, came to an agreement and was given a $200 refund.

Regards,

Review: I purchased a motor from them to go in a car back in January. They gave me a 1 year warranty parts and labor and promised to pay shop rate on the labor. Approximately 2 months later, the motor went out; smoking and using oil. They contacted the company they got the motor from and had a mechanic come down. The mechanic confirmed it was using oil and smoking. They promised to send another motor and did that. That motor was making squealing sounds in it so a mechanic was sent out again who again verified the vehicle needed another motor. They sent another and I changed it out, yet I have not received any labor for the work that was done. They told me if I would buy my used motor I would get a 1 year and shop rate labor for anything that goes wrong. I cannot get anywhere with them.

[redacted] is the manager who made this agreement with me.

[redacted], Arnold, MO 63010

###-###-####Desired Settlement: I want them to pay the labor like they promised as per our verbal contractual agreement.

Business

Response:

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 have partnered with [redacted] and received a credit. It is my understanding that the customer has both engines in his possession and is unwilling to return them until payment is received. We are unable to process any credits until the engine is returned to our customer’s store. Once the engine is returned we will be more than happy to speak with him regarding a 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.

Consumer

Response:

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.

Have returned both engines. Attached is the receipt.

Regards,

Business

Response:

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

Consumer

Response:

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. This has been resolved, not exactly what I wanted but accepting the offer.

Regards,