AutoZone

When I returned my battery core to the AutoZone store 3719 at 1765 Mitchell Rd., Ceres, Ca., I was told another person was using my phone number for their purchases. When I asked the employee several times to remove the person's name from my phone number (a number I've had over 7 years), he refused saying there were warranty issues. I have real concerns about another person using my phone number as their form of ID.

On 11/2/*** ***? brought the vehicle into the dealership and was provided with a loanerHoffman Honda’ service team repaired the headliner, cut and programmed a spare key, and repaired a concern with the steering columnOn 11/3/the team delivered the vehicle back to the *** and
picked up the loanerSales Manager, *** *** has ordered new floor mats to be delivered directly to the customer’s home and has also spoken to *** ***? to ensure that all his concerns were addressed?

?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Tell us why here...*** *** leased the vehicle on April 25th, At that time the first payment was included in the dealThe contract had to be resigned and Hoffman Honda sent it overseas to him where he was deployedThe dealership received the contract back in May and sent it to HondaThe
second payment was due so the dealership asked Honda to short fund the payment and Hoffman Honda would collect it from *** *** *e was due $1,for his trade equity and the dealership spoke with him and sent him a check for a net $This is broken down as the $1,for the trade in minus the $payment plus $to cover the expense to overnight Hoffman Honda the contractThis check was cut on May 6, and sent out after the dealership received the contract back from *** *** in late MayThe check was made out to *** *** wife *** ***

We received your letter yesterday dated March 17,regarding a customer concern from [redacted]
"margin: 15.5pt 0.3in 0.0001pt 0.05in;">This is to let you know that our Regional Manager, [redacted] spoke with [redacted] on March 17th and reached an agreement with him in regards to his concern
Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received my refund and the issue is settled.
Sincerely,
[redacted]

RE: [redacted]
I talked to [redacted] on August 8" ....she has received her refund of $which is the settlement that she wanted
[redacted] Administrative Assistant

Initial Business Response /* (1000, 5, 2017/03/24) */
Contact Name and Title: [redacted], District Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@autozone.com
We have verified through our warranty file that this customer was indeed sold the correct battery for his vehicle. However...

we would still like the opportunity to resolve this issue with our customer, as we strive for a high level of customer satisfaction. Our District Manager that covers both the store and all local dealings, has attempted to reach this customer on multiple occasions and has left voice mail asking for a return call. We are needing a copy of any expenses that this customer may have incurred, so that we may move forward towards a resolution. At this point the customer has not returned our calls. We will continue to try to reach him.
Initial Consumer Rebuttal /* (2000, 9, 2017/04/07) */
AutoZone paid for the repairs to the vehicle on Wednesday 5, 2017 in the amount of [redacted] in cash. I signed documents stating that the matter is resolved and no futher action will happen.

We usually do not pay labor, but if he wants his $90 back, we will refund him.  He just needs to provide his receipt proving that he paid this in order to receive the refund.

Revdex.com Serving New Mexico, Southwest Colorado 7007 Jefferson St NE Ste AAlbuquerque, NM 87109 To whom it may concern (case [redacted]) We have received your letter dated June 26, 2017. We are very sorry to hear that your client, [redacted], was not pleased with an experience with our company. In...

response to your email, I have contacted the Regional Manager over that store and here is his response: • Her husband was communicated with effectively by the store. We have been waiting on the vin number from him. She was unaware of that and apologized for complaining. We are giving her transmission fluid. The transmission was delivered to the store Monday July 3rd. We also gave her a payout of $150 customer satisfaction to cover the difference in cost of the two transmissions. Kevin G[redacted] DM over this store has been in touch with them several times. This should be a resolved issue. Thanks. Should you have any further questions or comments, please notify me in writing or email. Sincerely,Debra D[redacted] Divisional Administrator Customer Satisfaction

Complaint # 12617419I, Douglas [redacted], spoke with the customer who stated that she had battery acid that was destroying her seat in her car and had messed up a friend's coat. I received the complaint from our corporate office. I will enclose a copy of that along with the statement from the store...

manager that helped the customer. I asked her what happened and she explained that she bought a battery at Menards and then came to Autozone to have us install it because a family member told her we install batteries. I explained to her that we normally only install batteries purchased through us. I then stated that according to the store manager he took the battery she just purchased from her back seat and installed it and put the old one in place of it in the back seat. She stated she told him to put it in the trunk but the trunk was not open to put it in. I then asked her if she took it back the same day due to the battery had been purchased on jan. 2nd but she didn't call in a complaint until Jan. 16th and she stated that she had to go on a trip and it sat in the car for a bit. I asked her why she felt we were responsible for a battery that she didn't even buy from us that may have leaked int the seat before her old one was set in there and would have still leaked in the trunk either way. Her response was that it was our fault because we didn't tell her that batteries contained acid. I asked her if Menards told her that they contained acid and she said no. I explained at this time we can't help her because we can't see where we were at fault for going above and beyond what a normal parts store would do.Complaint that customer 1st filed. (With our office)Customer's name:[redacted]Telephone Number:[redacted]Store Number: 1697Description of the problem:On Jan 2nd, Our client called into inform that she went to Store#1697 she requested assistance for replacing her battery, She was assisted and she is stating that the rep that assisted, placed the battery in her back seat, turns out that battery was leaking and is eating away her back seat & as well with her friends coat which she is going to have to replace, (2008 Honda accord) she went to the dealership & they informed her tat it will cost $500 to replace the seat & $200 to replace the coat that was damageBoyaless [redacted] Store Manager statementOn January 2 a customer pulled into Autozone driving a black accord and asked Boyaless [redacted] who had just put in headlight for a customer if they could install her battery. boyaless [redacted] told the customer that he can check the entires starting system to ensure that is is the battery and proceeded to tell the customer that her battery was bad and then told the customer that she can come in a get a price quote on several batteries and the customer stated that she had purchased a battery from Menards and asked Boyales [redacted] if her could install it Boyaless [redacted] told the customer that we do not install batteries that was not purchased from Autozone and the customer stated the her uncles stated that we could and Boyaless told the customer to wait a few minutes and he would go ahead and install the battery since it would take only a few minutes. Boyaless got the new battery out of the back seat where the new battery was due to she had a core refund coming from Menards and will be taking it back to them that day. The old battery had no acid the post not did it have any acid on it.Thank,Douglas [redacted] District ManagerCustomer Satisfaction[redacted]

I have spoken to Brenda Carrion. She stated her concern about her experience at the AutoZone on [redacted] I stated this was not the normal operation we conduct in any of the stores Nation wide. This is not how we built the business. At AutoZone we strive for the best shopping experience by...

providing Great! Customer Service, friendly staff, good advice, and nice clean stores. I extended my most sincere apologies about the entire situation. I also asked for her to give us another opportunity to service her by giving her a gift card on behalf of AutoZone and she accepted. She agreed to pick up at store sometime this week.  Sincerely,[redacted] AutoZone District ManagerCustomer Satisfaction

We sincerely apologize for the delay in handling the reimbursement of the deposit. Any time a customer places a deposit on a vehicle to hold it for them they are entitled to a full refund if they choose to no longer pursue the purchase and this should have been communicated clearly to the customer....

 This has been addressed internally with our staff to avoid situations like this occurring in the future, and again we sincerely apologize for the delay in processing the refund. We have been informed by [redacted], Sales Manager, that he spoke with Ms. [redacted] on the morning of July 22, 2015 and processed the credit card refund at that time. Ms. [redacted] should see that credit appear on her statement shortly.

To whom it may concern ([redacted])We have received your letter dated June 8, 2017. We are very sorry to hear that your client, [redacted], was not pleased with anexperience with our company. In response to your email, I contacted the regional office and below is their resolution to this...

complaint:Here is the statement of facts discovered from both stores. I have made (3) attempts to contact him at the number listed.• Customer came into store. Store was busy at time PSM/Janet initially waited on Mr. [redacted]. She went to help him. Customerclaimed he did not remember where/which store was purchased from. He did not have a receipt. According to PSM the Amphad been mounted, the speakers were missing the outer box, just the brown cardboard. PSM continued to inquire on where itwas purchased. A merchandise card was offered; however, Mr. [redacted] refused and wanted cash. She did state our policywithout proof of purchase (receipt) a merchandise card would be offered. This was unacceptable to Mr. [redacted]. The StoreManager spoke with him, then went through the process on locating a receipt, store looking up in their store system for alltransactions two days prior and post his estimated time he bought the items. No purchase was Located. A check ofsurrounding stores determined store 3727 Clearwater had made a sale. Again, a merchandise card was offered and declinedby Mr. [redacted]. The store manager, Daniel, directed him to check at the Clearwater store. Mr. [redacted] came to the Clearwater/3727store and Nick/PSM waited on Mr. [redacted]. He stated that he was attempting to get a cash return on the parts but didn't have thereceipt. Nick/PSM then explored via look up on transactions and failed to tum up a transaction with both items listed. Nickoffered an in-store credit merchandise card. He looked up the items and discovered the Amp was discontinued in February ofthis year, then Nick informed the customer of this. Mr. [redacted] then asked if anyone else sold the Dual brand of the items hebrought in. Nick informed him that in the area O'Reilly Auto Parts and Wal-Mart sold same brand. According to Nick, Mr. [redacted](since he wanted cash back) would explore the other retailers. At this time there was doubt whether the items werepurchased from AutoZone. Nick mentioned that Mr. [redacted] was not happy with the experience in Pasco and shared that withNick/at Clearwater store. He was annoyed but not rude to Nick/Clearwater. He did state that if you could not receive cashback, he would be back for in store credit. He also stated that the reason for return was that he had stereo system installedby a stereo shop. Additional Comment told to Nick: Mr. [redacted]'s girlfriend was upset with experience in Pasco and sent thecomplaint to Memphis and the Revdex.com.We consider this claim closed. Should you have any further questions or comments, please notify me in writing or email.Sincerely, Debra D[redacted]@autozone.comDivisional AdministratorCustomer Satisfaction*Please view attached document.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

As explained by the complainant, she purchased two items and used a combination of a debit card and a gift credit card to complete the sale. She returned several days later and returned one of the items and the system issued the refund in...

the same form of payment, $55.23 went onto the gift credit card and $ 1.68 in cash. Subsequently she informed us that she destroyed the card. I have contacted our banking department to help us research the Gift credit card and see if they can provide us with the gift credit card number so we can pass it on to the complainant. We don't retain credit card numbers in our system, and for security purposes they are not easy to obtain.

Initial Business Response /* (1000, 5, 2016/10/06) */
This battery was initially purchased on 01/20/2011. It has a 3 year free replacement and a 2 year prorated warranty. Her warranty for this battery expired 01/19/2016. We can offer a 10% discount toward the purchase of her next battery and...

install it for free if she would like.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty replaced the battery in Jan 2016 why would I purchase another battery and it's only 6 months old. You are not taking responsibility for swapping me into a bad battery. Batteries last for years why is this one on a different standard. I want a good replacement battery. Not a defective one like the one I received.

He purchased the transmission from the mechanic, not us. The auto shop is our commercial customer. He started calling us about the issue and we spoke with our commercial customer, who was the one who installed the transmission and they stated there is no such damage on the transmission or the...

engine. I have spoken to Mr. [redacted] directly and explained this to him.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]   They have resolved the issue with me, but I would like to point out that the pump had a life time warranty, was told that when I purchased it and was told that again when I told them that it failed, I do not know where they are getting this one year warranty stuff at, but as I said they have resolved the issue and I am satisfied with the resilution, They were curteous and did make up for my lose. Thank you Revdex.com without you I think they would have just ignored me until I went away, I wasn't looking for a hand out, I just wanted what was fair, thanks again

To Whom It May ConcernWe are in receipt of Ms. [redacted] claim regarding rim cleaner. I have spoken with the District Manager for the store Ms. [redacted] purchased the cleaner. He stated the store replaced the damaged rims. Ms. [redacted] agreed to the replacement of the damaged rims but then...

refused to sign the release claiming she is entitled to 4 rims. These are 7 year old rims. She claims the product removed the clear coat off her rims, please note that time, sun exposure, dust, road grime and brake dust can also remove the clear coat off of rims. We feel that the replacement of the 2 rims was a fair settlement.At this time, AutoZone respectfully denies any additional settlement to Ms. Hernandez.Sincerely,Angela M[redacted]AutoZone, Inc. Litigation ParalegalP.O. Box [redacted]Memphis, TN  38101Tel: ([redacted]Fax: ([redacted]@autozone.com