We are sorry that Mr. [redacted] had trouble with the carburetor he purchased in December 2015. We shipped a replacement part in February as requested. Mr. [redacted] contacted us again in April saying the second unit had also failed. Autoline made an exception to their 90-day warranty to replace the unit a...
3rd time. We understand Mr. [redacted]’s concern about loose screws on the new unit, but the manufacturer, after reviewing the photos Mr. [redacted] provided, has stated this is not a warranty condition and the part will be fine once those screws are tightened. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).
The options the customer has outlined
are the available replacement options under the manufacturer's
warranty. We sympathize with the customer's financial situation, but
as a business we are unable to send out a new radiator without
payment for it. We require either a return in transit to us or...
a new
order placed through the website if he chooses to proceed with either
warranty replacement option.
Mr. T[redacted] ordered a brake pad & rotor kit for a vehicle with standard brakes and 325 mm front rotors, as specified in our online catalog. His vehicle has heavy duty brakes and 352 mm front rotors, so he ordered incorrectly. As our Help page explains...
(https://www.rockauto.com/help/?page=4#RESPSHIP), customers are responsible for return shipping costs unless they received a part number that is not what they ordered, an item arrived defective, or if the manufacturer confirms our catalog information is incorrect. We made an exception to this policy and provided Mr. T[redacted] with a pre-paid shipping label to return the parts. We issued a refund on 10/20, but as explained in our return policy (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I asked the company to send me another picture of the part they stated was 'cut.' In the picture they sent me, the flash was on and I am unable to see the wire the is cut. I see there is a bend in the wire, however not the wire physically cut. All I asked for was another picture that did not have the flash so I could see the wire they were speaking of. They only sent back the one picture and that was it. They did not want to deal with me by contacting someone to take another picture. This is horrible customer service.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[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 as satisfactory as I think I can expect it to be at this point. I am disappointed that it took this much effort for RockAuto.com to take responsibility for their error. It doesn't surprise me that they won't pay for the labor required to find out that they had shipped me the wrong part, but I would expect better service from a family business. First they insisted that it was my error and I didn't know my own vehicle (telling me that I didn't actually have ABS), eventually took responsibility but failed to refund the shipping, and ultimately ignored my request to hear from an owner of the business. If the owners don't have for the customers, exactly who do they have time for? I would think that a business owner would want to use such a poor customer service experience as a training case study for their employees. I just spent $1,000 with [redacted] on parts for my Pathfinder; money that would have been spent with RockAuto.com if they had had apologized for the trouble they caused me. If they want to earn my trust back, they have my mailing address.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.you guys partially made the situation right by refunding and letting me keep the item but it was still false advertising and you did not stand behind that advertisement by not sending me the items that I messaged you about. Yes you did fix it for future customers that look at that item but still did not fulfill my order per the listing
Regards,
Anthony [redacted]
We are sorry to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not...
have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.
Mr. [redacted] is eligible to receive a replacement part under warranty. Since he used the first box to send back his core (old part), he will need to place a new order to receive a new box and his new instrument cluster. He will then return the defective instrument cluster in the new box in the new...
order, to receive reimbursement for having purchased the replacement part. Mr. [redacted]’s core refund was not being held in relation to this. Instrument cluster cores are returned directly to the manufacturer, so we do not know they’re back and cannot provide timely credit unless the customer provides us with return tracking showing delivery confirmation. Mr [redacted] called us on January 11, 2016 with that information, and his refund was issued back to his VISA on Jaunary 13, 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
RockAuto continues to avoid the fact that they assured that I could place an order for the new part and would be refunded in full, including the cost of outbound ground shipping (copy of email attached and copied directly below)."This part is still covered by the manufacturer's warranty so we can replace it for you. Please place a new order for the same part number online. Once you've received the new part, installed it and verified that it works, you can visit our order status & returns page: http://www.rockauto.com/orderstatus and set up a return as Broken or Defective in the new order. We will refund the new order in full, including the cost of outbound ground shipping to get the part to you. We only ask that you pay to send the part back."As I mentioned before, I still have the brand new unused part (photos attached) and am requesting RockAuto to stand by their word and issue a full refund of $134.69 ($122.29 plus $12.40 S&H) in exchange for sending the part back. I regret I have no other recourse except escalating to DATCP and the Attorney General's Office if RockAuto does not agree to the solution that they had originally proposed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had provided all the information stating why I had to return the product. The mechanic did not install the rims due to safety reasons. This is not a small mechanic store. It is a wholesale chain store. The mechanic told me that they have seen wheels coming out when there is a small gap. When I asked the question to Rock Auto as to who is responsible in case if the wheel comes out, they were quick to point out "It is the mechanics fault". So how can I expect him to install something which is not safe. The mechanic told me "If Rock Auto was ready to take the liability after proper installation of wheels, then the mechanic was ready to install". But Rock Auto denied to take any responsibility. I had no other choice then to send it back.
Regards,
Ravi [redacted]
On Wednesday 3/1, Mr. [redacted] ordered a fuel tank filler neck for his 1998 Buick Regal.On Monday 3/15, Mr. [redacted] reported that he was shipped the wrong part on our Order Status & Returns page. While setting up his return, Mr. [redacted] reported that he owns a 1996 Buick Regal, which the part he...
ordered will not fit. We offered him return instructions but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#RESPSHIP).On Thursday 3/16, Mr. [redacted] called us to confirm he owns a 1998 Buick Regal and that the part he received does not match his original. We requested he send us pictures of what he received to verify whether or not he received what we intended for him to receive. On Tuesday 3/21, Mr. [redacted] sent photos which confirmed he did not receive the part we intended for him to receive. We provided a prepaid return shipping label. Mr. [redacted] returned the part Thursday 3/23. We issued a full refund Friday 3/31.On Monday 3/27, we called Mr. [redacted] to ask if the part originally came with a box. He confirmed that it did, but he discarded the box before confirming that the part he received was correct. We told Mr. [redacted] that we are sorry he received the wrong part, but that we cannot reimburse the amount he paid for a box, which he incurred because he discarded the one we gave him.
This
is now the fourth Revdex.com complaint this customer has
filed about these previously addressed concerns. As we explained in
previous responses, given the interactions and personal threats this
customer has made to employees of RockAuto on multiple occasions, we
have informed...
him we will not be processing future orders from him.
This includes his February 5th
order for which we have not collected and will not collect payment or
ship. We will no longer be doing business with this customer.
The strut/shock the customer references was refunded in full a year
ago. The spark plugs the customer references were from 2012; he was
given return instructions and a prepaid label 2.5 years ago but never
sent them back. Since our return
policy is 30 days, these spark plugs are no longer returnable
after 2.5 years. All of this has been previously resolved through the
Revdex.com.
We're
sorry on behalf of FedEx that this shipment was late due to a
mechanical problem on the FedEx plane that was supposed to deliver
the order. FedEx express does not deliver on Saturdays, so we
unfortunately could not offer the solution the customer requested of
an overnight shipment with...
delivery the next day, a Saturday. Since
this was out of our control but the customer was negatively affected,
we have issued a refund for the difference in cost between the
service the customer paid for (Next Business Day Express) and the
service the customer received (2 Business Day Express), as he
requested.
When
customers place orders through our website, we send them itemized
order confirmations within minutes of the order being placed which
show the parts ordered alongside their prices. This customer's order
confirmation (see attachment) shows that he did not order and was not
charged for a...
right/passenger's side headlamp assembly. There was not
a “glitch” in this process - he only ordered and was charged for
one left/driver's side headlamp assembly: part number GM2502174.
The
customer is welcome to purchase the part he needs by placing a new
order through the website. As our Policies
page
explains, everything
we sell is returnable for full part cost credit within 30 days.
Shipping
charges are not refundable unless the return is due to our mistake.
Since no mistake was made on our part (we shipped and charged for
exactly what the customer ordered), he is welcome to return any parts
he doesn't want for a refund of the parts' cost. Shipping costs are
his responsibility. We have emailed him the return instructions he
has requested for return.
[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] I have already begun the return process and will continue doing business with them and will be ordering new injectors with the credit that they will give me for the return. The reman injectors from anywhere are not completely rebuilt and the industry should make it known that these injectors are not completely rebuilt.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As I mentioned earlier, the placement of a tiny blue picture (1/8" x 1/16") doesn't warrant enough awareness to the average online shopper that there is something unusual about this part description. Normal/average consumer probably wouldn't go through the help page to find out what the tiny blue rectangular is for. Additionally, I have NOT see this type of system in any online shopping website. This is VERY unusual and I'd like to see examples of other website on the Internet that has this kind of system. Can rockauto bring some examples?? This is very obscure in my point of view. There are many big rectangular blue graphics at the Revdex.com home page. I didn't bother to look in the help page to find out the significance of them. I'm assuming it's just eye pleasing graphics or something else not significant. And lack of understanding of blue squares will not effect my functional experience with my Revdex.com complaint.
Regards,
[redacted]
This
customer ordered a TYC Part # 20556800 left
(driver's side) headlamp assembly as our part listing specifies, but
he reported that he needed the right (passenger's side) assembly. He
also reported the style he received did not match what was on his
vehicle, so we're not sure why he ordered...
this part when we show a
photo of the product in the part listing. As our Help
page explains, every part we sell may be returned within 30 days
for a refund of the part price but shipping charges are not
refundable unless the return is due to our mistake. Since we shipped
what the customer ordered, no shipping charges will be refunded. We
apologize for any rudeness this customer experienced.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
I was emailed my parts would arrive on Friday the 9th they should not sent the day parts would be delivered if day was wrong and still had to wait another week a bad way to business I will never buy from rock auto and not recommend to any of friends on facebook
[redacted]
We did not change the fitment details of the [redacted] brake pads Mr. [redacted] ordered. The fitment details noted that the pads fit EX and EX-L models at the time Mr. [redacted] placed his order as they do now. [redacted]'s website confirms the fitment details we provided (http://www.[redacted]-brakes.com). We have nothing further to say to Mr. [redacted].
We are sorry that Mr. [redacted] had trouble with the carburetor he purchased in December 2015. We shipped a replacement part in February as requested. Mr. [redacted] contacted us again in April saying the second unit had also failed. Autoline made an exception to their 90-day warranty to replace the unit a...
3rd time. We understand Mr. [redacted]’s concern about loose screws on the new unit, but the manufacturer, after reviewing the photos Mr. [redacted] provided, has stated this is not a warranty condition and the part will be fine once those screws are tightened. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).
The options the customer has outlined
are the available replacement options under the manufacturer's
warranty. We sympathize with the customer's financial situation, but
as a business we are unable to send out a new radiator without
payment for it. We require either a return in transit to us or...
a new
order placed through the website if he chooses to proceed with either
warranty replacement option.
Mr. T[redacted] ordered a brake pad & rotor kit for a vehicle with standard brakes and 325 mm front rotors, as specified in our online catalog. His vehicle has heavy duty brakes and 352 mm front rotors, so he ordered incorrectly. As our Help page explains...
(https://www.rockauto.com/help/?page=4#RESPSHIP), customers are responsible for return shipping costs unless they received a part number that is not what they ordered, an item arrived defective, or if the manufacturer confirms our catalog information is incorrect. We made an exception to this policy and provided Mr. T[redacted] with a pre-paid shipping label to return the parts. We issued a refund on 10/20, but as explained in our return policy (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I asked the company to send me another picture of the part they stated was 'cut.' In the picture they sent me, the flash was on and I am unable to see the wire the is cut. I see there is a bend in the wire, however not the wire physically cut. All I asked for was another picture that did not have the flash so I could see the wire they were speaking of. They only sent back the one picture and that was it. They did not want to deal with me by contacting someone to take another picture. This is horrible customer service.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[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 as satisfactory as I think I can expect it to be at this point. I am disappointed that it took this much effort for RockAuto.com to take responsibility for their error. It doesn't surprise me that they won't pay for the labor required to find out that they had shipped me the wrong part, but I would expect better service from a family business. First they insisted that it was my error and I didn't know my own vehicle (telling me that I didn't actually have ABS), eventually took responsibility but failed to refund the shipping, and ultimately ignored my request to hear from an owner of the business. If the owners don't have for the customers, exactly who do they have time for? I would think that a business owner would want to use such a poor customer service experience as a training case study for their employees. I just spent $1,000 with [redacted] on parts for my Pathfinder; money that would have been spent with RockAuto.com if they had had apologized for the trouble they caused me. If they want to earn my trust back, they have my mailing address.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.you guys partially made the situation right by refunding and letting me keep the item but it was still false advertising and you did not stand behind that advertisement by not sending me the items that I messaged you about. Yes you did fix it for future customers that look at that item but still did not fulfill my order per the listing
Regards,
Anthony [redacted]
We are sorry to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not...
have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.
Mr. [redacted] is eligible to receive a replacement part under warranty. Since he used the first box to send back his core (old part), he will need to place a new order to receive a new box and his new instrument cluster. He will then return the defective instrument cluster in the new box in the new...
order, to receive reimbursement for having purchased the replacement part. Mr. [redacted]’s core refund was not being held in relation to this. Instrument cluster cores are returned directly to the manufacturer, so we do not know they’re back and cannot provide timely credit unless the customer provides us with return tracking showing delivery confirmation. Mr [redacted] called us on January 11, 2016 with that information, and his refund was issued back to his VISA on Jaunary 13, 2016.
We have nothing further to say to Mr. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
RockAuto continues to avoid the fact that they assured that I could place an order for the new part and would be refunded in full, including the cost of outbound ground shipping (copy of email attached and copied directly below)."This part is still covered by the manufacturer's warranty so we can replace it for you. Please place a new order for the same part number online. Once you've received the new part, installed it and verified that it works, you can visit our order status & returns page: http://www.rockauto.com/orderstatus and set up a return as Broken or Defective in the new order. We will refund the new order in full, including the cost of outbound ground shipping to get the part to you. We only ask that you pay to send the part back."As I mentioned before, I still have the brand new unused part (photos attached) and am requesting RockAuto to stand by their word and issue a full refund of $134.69 ($122.29 plus $12.40 S&H) in exchange for sending the part back. I regret I have no other recourse except escalating to DATCP and the Attorney General's Office if RockAuto does not agree to the solution that they had originally proposed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had provided all the information stating why I had to return the product. The mechanic did not install the rims due to safety reasons. This is not a small mechanic store. It is a wholesale chain store. The mechanic told me that they have seen wheels coming out when there is a small gap. When I asked the question to Rock Auto as to who is responsible in case if the wheel comes out, they were quick to point out "It is the mechanics fault". So how can I expect him to install something which is not safe. The mechanic told me "If Rock Auto was ready to take the liability after proper installation of wheels, then the mechanic was ready to install". But Rock Auto denied to take any responsibility. I had no other choice then to send it back.
Regards,
Ravi [redacted]
On Wednesday 3/1, Mr. [redacted] ordered a fuel tank filler neck for his 1998 Buick Regal.On Monday 3/15, Mr. [redacted] reported that he was shipped the wrong part on our Order Status & Returns page. While setting up his return, Mr. [redacted] reported that he owns a 1996 Buick Regal, which the part he...
ordered will not fit. We offered him return instructions but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#RESPSHIP).On Thursday 3/16, Mr. [redacted] called us to confirm he owns a 1998 Buick Regal and that the part he received does not match his original. We requested he send us pictures of what he received to verify whether or not he received what we intended for him to receive. On Tuesday 3/21, Mr. [redacted] sent photos which confirmed he did not receive the part we intended for him to receive. We provided a prepaid return shipping label. Mr. [redacted] returned the part Thursday 3/23. We issued a full refund Friday 3/31.On Monday 3/27, we called Mr. [redacted] to ask if the part originally came with a box. He confirmed that it did, but he discarded the box before confirming that the part he received was correct. We told Mr. [redacted] that we are sorry he received the wrong part, but that we cannot reimburse the amount he paid for a box, which he incurred because he discarded the one we gave him.
This
is now the fourth Revdex.com complaint this customer has
filed about these previously addressed concerns. As we explained in
previous responses, given the interactions and personal threats this
customer has made to employees of RockAuto on multiple occasions, we
have informed...
him we will not be processing future orders from him.
This includes his February 5th
order for which we have not collected and will not collect payment or
ship. We will no longer be doing business with this customer.
The strut/shock the customer references was refunded in full a year
ago. The spark plugs the customer references were from 2012; he was
given return instructions and a prepaid label 2.5 years ago but never
sent them back. Since our return
policy is 30 days, these spark plugs are no longer returnable
after 2.5 years. All of this has been previously resolved through the
Revdex.com.
We're
sorry on behalf of FedEx that this shipment was late due to a
mechanical problem on the FedEx plane that was supposed to deliver
the order. FedEx express does not deliver on Saturdays, so we
unfortunately could not offer the solution the customer requested of
an overnight shipment with...
delivery the next day, a Saturday. Since
this was out of our control but the customer was negatively affected,
we have issued a refund for the difference in cost between the
service the customer paid for (Next Business Day Express) and the
service the customer received (2 Business Day Express), as he
requested.
When
customers place orders through our website, we send them itemized
order confirmations within minutes of the order being placed which
show the parts ordered alongside their prices. This customer's order
confirmation (see attachment) shows that he did not order and was not
charged for a...
right/passenger's side headlamp assembly. There was not
a “glitch” in this process - he only ordered and was charged for
one left/driver's side headlamp assembly: part number GM2502174.
The
customer is welcome to purchase the part he needs by placing a new
order through the website. As our Policies
page
explains, everything
we sell is returnable for full part cost credit within 30 days.
Shipping
charges are not refundable unless the return is due to our mistake.
Since no mistake was made on our part (we shipped and charged for
exactly what the customer ordered), he is welcome to return any parts
he doesn't want for a refund of the parts' cost. Shipping costs are
his responsibility. We have emailed him the return instructions he
has requested for return.
[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] I have already begun the return process and will continue doing business with them and will be ordering new injectors with the credit that they will give me for the return. The reman injectors from anywhere are not completely rebuilt and the industry should make it known that these injectors are not completely rebuilt.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As I mentioned earlier, the placement of a tiny blue picture (1/8" x 1/16") doesn't warrant enough awareness to the average online shopper that there is something unusual about this part description. Normal/average consumer probably wouldn't go through the help page to find out what the tiny blue rectangular is for. Additionally, I have NOT see this type of system in any online shopping website. This is VERY unusual and I'd like to see examples of other website on the Internet that has this kind of system. Can rockauto bring some examples?? This is very obscure in my point of view. There are many big rectangular blue graphics at the Revdex.com home page. I didn't bother to look in the help page to find out the significance of them. I'm assuming it's just eye pleasing graphics or something else not significant. And lack of understanding of blue squares will not effect my functional experience with my Revdex.com complaint.
Regards,
[redacted]
This
customer ordered a TYC Part # 20556800 left
(driver's side) headlamp assembly as our part listing specifies, but
he reported that he needed the right (passenger's side) assembly. He
also reported the style he received did not match what was on his
vehicle, so we're not sure why he ordered...
this part when we show a
photo of the product in the part listing. As our Help
page explains, every part we sell may be returned within 30 days
for a refund of the part price but shipping charges are not
refundable unless the return is due to our mistake. Since we shipped
what the customer ordered, no shipping charges will be refunded. We
apologize for any rudeness this customer experienced.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
I was emailed my parts would arrive on Friday the 9th they should not sent the day parts would be delivered if day was wrong and still had to wait another week a bad way to business I will never buy from rock auto and not recommend to any of friends on facebook
[redacted]
We did not change the fitment details of the [redacted] brake pads Mr. [redacted] ordered. The fitment details noted that the pads fit EX and EX-L models at the time Mr. [redacted] placed his order as they do now. [redacted]'s website confirms the fitment details we provided (http://www.[redacted]-brakes.com). We have nothing further to say to Mr. [redacted].