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 provided and would like to apologize for the inconvenience this has...

caused. The General Manager over our customer’s store, [redacted], has contacted Mr. [redacted] and spoken to him regarding his opportunity. An exchange has been offered and, according to [redacted], Mr. [redacted] stated he would come into the store the next time he is in town to complete the exchange. [redacted] stated our customer is happy 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.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.
We have reviewed the information provided and would like to apologize for the inconvenience this...

has caused. Unfortunately, without returning to the store we are unable to issue a credit to the card used as we do not keep these numbers on file. If our customer will accept, we would be more than happy to send a check to the address on file for the difference of $8.72. Once accepted the check will be sent through processing and should arrive to our customer within 7-10 business days.
Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

We would like to apologize for the delay I have reached out to our ecomm team and they have informed me that the customer’s order was refunded 100%.  We would like to apologize for the inconvenience with this order, we have reached out to [redacted] to understand what happened to this...

shipment.
thank you,

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 opportunity received and would like to apologize for the...

inconvenience caused to our customer.  Our records indicate that the check for $48.60 was sent to our Accounting Department for processing on 6/9/2015. Generally checks will take 7-10 business days, which includes our processing time with accounting; however, checks are only cut once a week and this request missed the cut off for that week.  Upon confirmation from our Accounting Department, the check was sent out via U.S. Mail on 6/16/2015. We would like to verify whether or not our customer has received his check since submitting his request to the Revdex.com, as it was filed two days after the check was sent.  If our customer still has not received the check, please notify us and we will cancel that check and reissue a new one that we will expedite to our customer at the address on file. 
 
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.
Regards,
[redacted]
First of all  when I went to Advance Auto Parts with my neighbor we told [redacted]( the I KNOW IT ALL SALES PERSON) that the core I had with me came off a CONTINENTAL C airplane engine . He looked on his computer and said it matches up to a ford truck starter and that's what he sold me and guaranteed me it would work .  Which it  didn't and never will .  He knew from the very beginning of all of these transactions what kind of starter I had and where it came from .. They never gave me back the $ 15.00 core exchange for my $ 300.00 core   which I now consider they stole .. In my opinion Advance Auto Parts on [redacted] and the main head quarters  office hires a bunch of liars and thieves . I will never  do any type of business with this crooked company again .

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 20% off that the retailer claims to have sent me 'for the troubles' was a limited offer which would have forced me to make a purchase within 72 hours. A fact they 'conveniently' left out of their response. It reeks of the same kind chicanery involved in the Speed Perks shell game. Too many numbers and 'gotcha' parameters to be worthwhile, and ultimately the whole Advanced Auto Parts advertising contraptions prove to be only head-ache inducing.
Furthermore, their attempt to indicate that calling a robotic phone system would be any less de-humanizing is just laughable.There are just too many choices of retailers to buy auto parts from than to have to deal with these sticky-tricky tactics!
Regards,
[redacted]

In
regards to the complaint that Mr. [redacted] has filed we would like to respond
further.
 
We have reviewed the information provided and would like to
apologize for the inconvenience caused to our customer.  We do require a battery to test bad in order
to do a warranty exchange, as we want to ensure we are fixing the correct
problem.  Due to the opportunity received, will be mailing our customer a
check for $139.19 as a one-time courtesy. 
He can be expecting it in the mail in 7-10 business days.
 
Our promise is to provide superior customer service and offer high
quality products when you need them. We sincerely apologize for the
inconvenience this may have caused and if we can further assist you please let
us know.

Attached is a copy of proof (RECEIPT) for purchase made of rotors. I demand thT this issue be resolved immediately, as an [redacted] driver I must make sure that my vehicle is running properly to meet or exceed customers rides are smooth. I have not been able to meet that standard due to Advance Auto Parts selling defective and poor parts. Should there not be a fast and smooth resolution with this issue, As the Purchasing Director for the company I work for during the day, I Also Will be removing Advance Auto Parts from companies preferred vendor list and terminate commercial account for our maintanence fleet department. I will no longer choose to Advance Auto Parts for auto parts due to its poor quality and terrible customer service specially in its stores. 
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

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’ve reviewed the information provided by Mr. [redacted] and apologize for any inconvenience he...

has experienced. I spoke with both the General and District Manager about this issue and have advised to process the exchange for the part without a receipt. This process is similar to many other companies and uses a third party company to assist; this requires a customer’s valid ID to be scanned and this will determine if someone is eligible for the refund without a receipt. We also will have to clearly be able to determine if the part is sold by Advance Auto parts as we have no receipt to clearly indicate it was sold by us or its brand without first viewing the part. I have advised the field management that we will be unable to assist with future exchanges without a receipt to show proof of purchase. I will contact our financial team with any names/numbers Mr. [redacted] believes this may have been purchased under and add, if found, to our internal Corporate information on customers in case we have need of future exchanges. Please feel free to head to store location #1[redacted] for this exchange to take place and contact us at [redacted] option 1 option 3 if any issues; please provide the reference number # [redacted]. I included our policy regarding exchanges that does require an original receipt to be eligible. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.   Advance Auto Parts Limited Warranty Policy General Limited Warranty Period and Applicability The warranty period is 90 days from your date of purchase or any longer warranty period that may be printed on your original sales receipt. During the warranty period, we will replace or refund, at our option, any new part that fails due to a defect in materials or workmanship under normal use and service after proper installation. Simply return the part along with your original sales receipt to any Advance Auto Parts store. You must be the original purchaser of the part and still own the vehicle on which it was installed. This warranty is not transferrable. Replacement parts are warranted for 90 days from the date of exchange or the remainder of the warranty period on the original part, whichever is longer. Refunds will only be considered if you bring the defective part to an Advance Auto Parts store along with your original sales receipt within 90 days from the original date of purchase. Refunds will be issued in accordance with our Refund Policy. What is Not Covered Failure due to: accident or collision; misuse, abuse or modification; chemical fallout; salt, hail, or other environmental conditions including natural disasters; marine use; improper installation; installation of an incorrect part; and damages caused by other faulty parts. Parts under manufacturer's recall for a related problem. Parts installed on vehicles used off-road or for racing purposes. Parts installed on a commercial-use vehicle after 90 days (see below). Normal wear and tear. Used or salvage parts.

Thank you for providing us with the opportunity to address the complaint that Mrs. [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...

Mrs. [redacted]-[redacted]. We would have to direct Mrs. [redacted]-[redacted] back to [redacted] at phone # [redacted]. They can assist further or to completion of the case and they should be able to assist with a secondary review/dispute of the initial decision. We would suggest contacting [redacted] for clarification and more details on what can be done however. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Hi,Thank you very much for your help, it is much appreciated. [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 Mr. [redacted] has filed. It is important for us to hear from
our customers and we will strive to meet your expectations.
 
We received both Mr. [redacted]’s letter via postal mail the
same day we received his...

complaint via the Revdex.com. 
We have reached out to the General Manager at our customer’s local
store, [redacted], and he has informed us that since the date of Mr. [redacted]’s letter,
July 22, 2015, they have worked out a resolution.  The General and District Managers have
approved the $960 payment.  The payment
had not been made at the time we spoke with [redacted], as the customer was working
with the dealership to have the repairs done and to ensure that they are
charging the same rate as their original quote, which totaled $960.  The store will continue to work with Mr.
[redacted] until the opportunity has been resolved.
 
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 our customer
received.  We see that online order # [redacted] placed on 5/19/15 has
already been refunded.  We also see order [redacted] placed on 12/28/14 for
the same charger has not been refunded.  We would like to offer a full
refund of order [redacted] in the amount of $19.07 via check.  Once our
customer accepts, we can mail the check to the name and address provided.
Our promise is to provide
superior customer service and offer high quality products when you need them.
Thank you for allowing us to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You and your employee have called me a liar.  Your employee first attached my battery to a piece of your testing equipment and it showed the battery was nearly completely drained, and stated that yes, the battery was bad.  He then hooked it to your charger and the charger would not even recognize a battery was hooked up.  He tried a different battery and the charger recognized that battery, proving the charger was good, but my battery was bad.  So your employee did, in fact, try to follow your policy and charge the battery...and the battery would not take a charge.  Now, your employee is lying about the events and you're believing him.  You should ask other employees that were present, as your manager had me walk into the back area with me to observe the testing and your other employees saw this.  This is exactly why I'll never step foot in another Advance Auto Parts store.  To make it even worse, you don't believe me that I had to purchase another battery.  Attached is the receipt.In order to correct this issue I want a full refund of my purchase price of the original battery from Advance Auto Parts, including tax and a written apology.  None of this "as a good will gesture" stuff. 
Regards,
[redacted]

As I mentioned in my initial complaint, [redacted] was in contact with me regarding the FIRST issue and I appreciate the way he handled the situation. This a NEW complaint. The problem is [redacted]. and quite frankly, I am not interested in ever stepping foot in Advanced Auto after this because I do not ever want to have to deal with her again. She is a miserable, lazy, racist demon.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information provided and would like to apologize for the inconvenience...

our customer received. We are engaging the leadership team over the store to use this as a coaching opportunity, and we appreciate our customer letting us know.  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 did receive the 25% back to my [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 provided and would like to apologize for the inconvenience...

this caused our customer.  We were able to see Mr. [redacted]’s original purchase on 1/23/14 of a 34-78-4 Gold battery with a 3 year warranty.  On 7/31/16, we also see where a 24F2 battery was manually returned towards and 124R1 Silver battery with a two year warranty.  Since this return was towards a new sale, Mr. [redacted] essentially has a new 2 year warranty for his 124R1.  Since warranty continues from original purchase date, this is in Mr. [redacted]’s favor since the Gold battery from the 1/23/14 purchase  would only have about 6 months of free replacement left if we were able to exchange the same battery on 7/31/16. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

In regards to the complaint that Ms. [redacted] has filed regarding [redacted] claim # [redacted], we would like to respond further.   [redacted] provides a “Required Installation Procedures” tag that is attached to every unit sold.  The tag states the Water Pump must be replaced; failure to complete the full job voids the warranty. Please find the attached Manufacture’s Required Installation Procedures engine tag. Further, the customer was aware that she purchased a Salvage unit and received a discount for its highmilage. With that, at this time Advance Auto Parts still supports the manufactures findings.   We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know. Tell us why here...

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. We have spoken to our field leadership team over the [redacted] and we will be happy to take care of an exchange of the sensors in question. Mr. [redacted] need simply ask for a manager. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.