We are sorry for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this...
1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.
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.
This matter remains unresolved and the response from ROCKAUTO unacceptable! It appears that RockAuto has no desire to resolve my complaint, though they have been provided with adequate information/documentation that clearly addresses why they are responsible for replacing the damaged part. They obviously want to make it known that they are an unethical business and doesn't care about Customer Service. They have continued to repeat what has already been stated and obviously want to brush this situation under the rug. They have not offered nor suggested any recourse to resolve this matter and apparently don't care to resolve it. This represents poor business manners and certainly is not a company I would promote or do business with in the future. Revdex.com, please advise what is the next legal recourse of action.To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,
[redacted]
We are sorry for Mr. H[redacted]'s frustration. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate...
solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone! We do also list our contact information in the "About Us" section of our Help page (http://www.rockauto.com/help/?page=6) if a customer's question is not answered online.Mr. H[redacted] does not have any orders with RockAuto. We have called him several times and provided our phone number and email address in our voice mails, but we have not received a response.
We are sorry that FedEx did not deliver Mr. [redacted]' radiator on time. He placed his order Thursday 9/15 and chose Next Business Day Express shipping. We shipped his order and it was picked up by FedEx that same day, but they did not deliver the package on Friday 9/16 as guaranteed. Mr. [redacted]...
called RockAuto on 9/16 to inform us that he had not received his order and we told him not to refuse the package. If he no longer needed the part, we would have provided him with a prepaid shipping label to return it for a full refund. He ignored our instructions and refused FedEx's delivery on Monday 9/19. Because of this refusal, FedEx returned the package to our warehouse using expedited shipping, which was much more expensive than the Ground shipping we would have covered with a prepaid shipping label. We issued a refund for the full order total, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), if a customer refuses delivery, the cost of return shipping is deducted from the refund.
As our Help page explains (http://www.rockauto.com/help/?page=4#WRONGPRT), manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.We accept returns within 30...
days, as stated in our return policy (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] placed his order on 5/10, but did not request a return until 10/10. Although his order was well past our return window, we offered a one-time exception to allow him to return the part for a store credit. This credit could be used for anything in the RockAuto catalog and would be valid for one-year from the date of issue. We're sorry Mr. [redacted] found our offer of store credit inadequate. Since his order is now nearly six months old, we will no longer accept this return.
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.Of course they have that in small print to cover their backside. I still contend that the customer has first right of refusal for guaranteed services not preformed and that is what I did, refused the LATE shipment. Again, it is not my concern as to their further inefficiencies and flaws in service or their agreements with their shipper on refusals of shipments that do not arrive as promised. They caused me additional time and money to get my job completed and in the process caused me undo stress to get my task accomplished. In the heat of the moment I did not want any further dealings with this company and refused the shipment and expect full refund of guaranteed services.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry that Ms. [redacted] was unsatisfied with the Catalytic Converter she purchased in November 2015. All returns for catalytic converters are subject to inspection by the manufacturer before a warranty determination can be made. Converters have no moving parts and rarely fail due to a defect....
Typically, a failure is due to another problem with the vehicle causing the fuel to burn too rich, which breaks down the catalytic converter and doesn’t allow it to function properly. Since Ms. [redacted] experienced the same problem before and after she installed the new part, it is likely that something else her car is causing converters to fail.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 (http://www.rockauto.com/docs/warranty.php). Ms. [redacted] was offered two options for her warranty claim: 1) Place a new order for the same part number online, then return the defective part for a refund of that new order OR 2) Send the defective part back now in exchange for a replacement. Ms. [redacted] selected option 1. If she would prefer to send her converter in first, wait for the inspection, and then receive the replacement part, we can send return instructions for her to do so.
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.]Per the business' response they stated "all parts listed fit the year/make/model/engine combination you chose" This is a false statement. Selecting 'Subaru', '2005', 'Legacy', 'turbocharged' on the rockauto website lists the brake rotors I ordered as fitting my vehicle. Rockauto falsely advertised these rotors as fitting a 2005 Subaru Legacy GT, which they do not. I have attached brake specs for the 2005 Subaru Legacy. As you can see, these rotors will only fit on some naturally aspired or 2.5i models. All turbocharged (Legacy GT and Legacy GT Limited models have 12.3" brakes). No where in the description of these rotors did it say non-turbo or 2.5i limited only. This is false advertising and when I called and emailed to ask for help because rockauto has the incorrect listing on their website I was told I was stupid. This is unacceptable advertising and business practice. The fault is clearly on rockauto.com and as a result I request a prepaid shipping label so I can return the product they falsely identified as correct and a full refund including original shipping. Had the customer service representatives been professional and offered to help me out I would not be so upset. My request is reasonable especially considering I am the victim yet have been treated as the offender by rockauto.com. The rotors will not fit on any turbocharged 2005 Subaru Legacy and saying they do is an outright lie.
Regards,
[redacted]
On 3/15, Mr. [redacted] purchased a Dorman transfer case motor. On 5/5, he contacted us to request a refund for the part under warranty. As our Help page notes, customers may arrange to have parts returned for a refund within 30 days of the purchase (http://www.rockauto.com/help/?page=4#Returns). As...
our Warranties page notes, warranty covers replacement only: no cash refunds (http://www.rockauto.com/docs/warranty). We authorized Mr. [redacted]'s warranty and sent him instructions and a prepaid FedEx return shipping label to return the part for a free replacement. He has yet to return his part.As Dorman's website notes, their limited lifetime warranty offers only replacement, not refunds (http://www.dormanproducts.com/Pages/products/warranty/index.aspx#warranty). We are not sure why a representative of Dorman would tell Mr. [redacted] otherwise. When asked on 5/23, a representative of Dorman confirmed that their stated warranty is still valid; they offer no refunds under warranty.
Mr. [redacted] returned the two ball joints and set of coil springs in one box. USPS damaged the shipment and the ball joints were lost in transit. Because this return was not shipped on our account, we directed Mr. Mccancles to file a claim with USPS. Our warehouse disposed of theparts and packaging away without photographing the damage, so he was unable to file a claim. In reviewing the order, we recognized this as our error. We issued a refund for the coil springs on 11/15 and a refund for the ball joints on 12/19. We are sorry for Mr. [redacted]' frustration and hope he gives us another chance in the future.
Mr. [redacted] purchased this fuel pump April 20, 2015 and reported a failure on August 18, 2015. Our website explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties...
offer only replacement of the defective part with another part: no cash refunds or other expenses (http://www.rockauto.com/docs/warranty.php). We provided him with instructions on how to return the part to receive a replacement, multiple times. He chose to disregard these instructions and mailed the part to our corporate office, which does not have the staff or facilities to process parts returns. This package was refused and returned to him. Mr. [redacted] is not eligible for a refund from RockAuto, but we can assist him with a warranty replacement, if he follows the return instructions we have provided.
After researching this further with reliable sources outside the
manufacturer of this product, we can thankfully confirm that the data
for multiple aftermarket manufacturers requires updating to reflect
the fact that TD98U and TD80U are actually one and the same, meaning
the distributor the customer purchased should have been compatible in
his vehicle. Since it failed under warranty, it is subject to regular
warranty terms. From the information we gathered, Honda started the
separation between 98U and 80U due to an unrelated issue, but later
recombined them (thus the discontinued 98U) and didn't notify
aftermarket manufactures until very recently resulting in inaccurate
data being presented.
We apologize to this customer for the frustration he has experienced.
Considering the circumstances surrounding this order, we feel a
warranty exception is appropriate. We have emailed a prepaid FedEx
return label for the customer to return the distributor for a full
refund (all shipping included), as requested.
We did not falsely advertise the Dorman Door Hinge Pin & Bushings
Mr. [redacted] ordered. As the attached image taken from Dorman's website
catalog shows, we advertise the parts how the manufacturer does. Despite
Mr. [redacted]'s personal knowledge of his car and the images he attached
from undocumented sources, Dorman's catalog also confirms that the Door
Hinge Pin & Bushing Kit for a 1972 model is different than the 1971
model (also attached).
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,
[redacted]
This customer purchased DNJ valve
lifters on 11/18/2014 that are covered by DNJ's 12 months / 12,000
miles warranty. On 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refund. As our Warranties
page explains, like other retailers of branded products,...
RockAuto
does not offer any product warranty of our own--we honor 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.
We offered to provide return
instructions for the 5 failed lifters for reshipment of the same
product, as the manufacturer's warranty offers. The customer
indicated that he did not want replacement products but would only
accept a refund for his returns. We're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warranty. The customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products.
Should the customer wish to return the
5 failed lifters for replacement under warranty, he is welcome to
contact [redacted]
before 11/18/2014 so we can provide the return instructions necessary
for return and reshipment. No refund will be issued for these
lifters, since neither our
30 day return policy nor the manufacturer's warranty offer this
option.
[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. 04/21/2017 rockauto issued a refund magically.. thank you.
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 understand that the manufacturers catalog only lists a singe part number. What CARDONE and ROCKAUTO refuse to recognize is both of their online catalogs are incorrect. Since they will not look at other sites, or correct parts catalogs, how can they be convinced? Who will make them correct this life-safety mistake before someone is killed by their carelessness?
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto. Also the new brake I bought from a different vendor of the same product. you will see a difference between a brand new brake pad and used one.
Regards,
[redacted]
We are sorry for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this...
1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.
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.
This matter remains unresolved and the response from ROCKAUTO unacceptable! It appears that RockAuto has no desire to resolve my complaint, though they have been provided with adequate information/documentation that clearly addresses why they are responsible for replacing the damaged part. They obviously want to make it known that they are an unethical business and doesn't care about Customer Service. They have continued to repeat what has already been stated and obviously want to brush this situation under the rug. They have not offered nor suggested any recourse to resolve this matter and apparently don't care to resolve it. This represents poor business manners and certainly is not a company I would promote or do business with in the future. Revdex.com, please advise what is the next legal recourse of action.To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,
[redacted]
We are sorry for Mr. H[redacted]'s frustration. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate...
solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone! We do also list our contact information in the "About Us" section of our Help page (http://www.rockauto.com/help/?page=6) if a customer's question is not answered online.Mr. H[redacted] does not have any orders with RockAuto. We have called him several times and provided our phone number and email address in our voice mails, but we have not received a response.
We are sorry that FedEx did not deliver Mr. [redacted]' radiator on time. He placed his order Thursday 9/15 and chose Next Business Day Express shipping. We shipped his order and it was picked up by FedEx that same day, but they did not deliver the package on Friday 9/16 as guaranteed. Mr. [redacted]...
called RockAuto on 9/16 to inform us that he had not received his order and we told him not to refuse the package. If he no longer needed the part, we would have provided him with a prepaid shipping label to return it for a full refund. He ignored our instructions and refused FedEx's delivery on Monday 9/19. Because of this refusal, FedEx returned the package to our warehouse using expedited shipping, which was much more expensive than the Ground shipping we would have covered with a prepaid shipping label. We issued a refund for the full order total, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), if a customer refuses delivery, the cost of return shipping is deducted from the refund.
As our Help page explains (http://www.rockauto.com/help/?page=4#WRONGPRT), manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.We accept returns within 30...
days, as stated in our return policy (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] placed his order on 5/10, but did not request a return until 10/10. Although his order was well past our return window, we offered a one-time exception to allow him to return the part for a store credit. This credit could be used for anything in the RockAuto catalog and would be valid for one-year from the date of issue. We're sorry Mr. [redacted] found our offer of store credit inadequate. Since his order is now nearly six months old, we will no longer accept this return.
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.Of course they have that in small print to cover their backside. I still contend that the customer has first right of refusal for guaranteed services not preformed and that is what I did, refused the LATE shipment. Again, it is not my concern as to their further inefficiencies and flaws in service or their agreements with their shipper on refusals of shipments that do not arrive as promised. They caused me additional time and money to get my job completed and in the process caused me undo stress to get my task accomplished. In the heat of the moment I did not want any further dealings with this company and refused the shipment and expect full refund of guaranteed services.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry that Ms. [redacted] was unsatisfied with the Catalytic Converter she purchased in November 2015. All returns for catalytic converters are subject to inspection by the manufacturer before a warranty determination can be made. Converters have no moving parts and rarely fail due to a defect....
Typically, a failure is due to another problem with the vehicle causing the fuel to burn too rich, which breaks down the catalytic converter and doesn’t allow it to function properly. Since Ms. [redacted] experienced the same problem before and after she installed the new part, it is likely that something else her car is causing converters to fail.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 (http://www.rockauto.com/docs/warranty.php). Ms. [redacted] was offered two options for her warranty claim: 1) Place a new order for the same part number online, then return the defective part for a refund of that new order OR 2) Send the defective part back now in exchange for a replacement. Ms. [redacted] selected option 1. If she would prefer to send her converter in first, wait for the inspection, and then receive the replacement part, we can send return instructions for her to do so.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Per the business' response they stated "all parts listed fit the year/make/model/engine combination you chose" This is a false statement. Selecting 'Subaru', '2005', 'Legacy', 'turbocharged' on the rockauto website lists the brake rotors I ordered as fitting my vehicle. Rockauto falsely advertised these rotors as fitting a 2005 Subaru Legacy GT, which they do not. I have attached brake specs for the 2005 Subaru Legacy. As you can see, these rotors will only fit on some naturally aspired or 2.5i models. All turbocharged (Legacy GT and Legacy GT Limited models have 12.3" brakes). No where in the description of these rotors did it say non-turbo or 2.5i limited only. This is false advertising and when I called and emailed to ask for help because rockauto has the incorrect listing on their website I was told I was stupid. This is unacceptable advertising and business practice. The fault is clearly on rockauto.com and as a result I request a prepaid shipping label so I can return the product they falsely identified as correct and a full refund including original shipping. Had the customer service representatives been professional and offered to help me out I would not be so upset. My request is reasonable especially considering I am the victim yet have been treated as the offender by rockauto.com. The rotors will not fit on any turbocharged 2005 Subaru Legacy and saying they do is an outright lie.
Regards,
[redacted]
On 3/15, Mr. [redacted] purchased a Dorman transfer case motor. On 5/5, he contacted us to request a refund for the part under warranty. As our Help page notes, customers may arrange to have parts returned for a refund within 30 days of the purchase (http://www.rockauto.com/help/?page=4#Returns). As...
our Warranties page notes, warranty covers replacement only: no cash refunds (http://www.rockauto.com/docs/warranty). We authorized Mr. [redacted]'s warranty and sent him instructions and a prepaid FedEx return shipping label to return the part for a free replacement. He has yet to return his part.As Dorman's website notes, their limited lifetime warranty offers only replacement, not refunds (http://www.dormanproducts.com/Pages/products/warranty/index.aspx#warranty). We are not sure why a representative of Dorman would tell Mr. [redacted] otherwise. When asked on 5/23, a representative of Dorman confirmed that their stated warranty is still valid; they offer no refunds under warranty.
Mr. [redacted] returned the two ball joints and set of coil springs in one box. USPS damaged the shipment and the ball joints were lost in transit. Because this return was not shipped on our account, we directed Mr. Mccancles to file a claim with USPS. Our warehouse disposed of theparts and packaging away without photographing the damage, so he was unable to file a claim. In reviewing the order, we recognized this as our error. We issued a refund for the coil springs on 11/15 and a refund for the ball joints on 12/19. We are sorry for Mr. [redacted]' frustration and hope he gives us another chance in the future.
Mr. [redacted] purchased this fuel pump April 20, 2015 and reported a failure on August 18, 2015. Our website explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties...
offer only replacement of the defective part with another part: no cash refunds or other expenses (http://www.rockauto.com/docs/warranty.php). We provided him with instructions on how to return the part to receive a replacement, multiple times. He chose to disregard these instructions and mailed the part to our corporate office, which does not have the staff or facilities to process parts returns. This package was refused and returned to him. Mr. [redacted] is not eligible for a refund from RockAuto, but we can assist him with a warranty replacement, if he follows the return instructions we have provided.
After researching this further with reliable sources outside the
manufacturer of this product, we can thankfully confirm that the data
for multiple aftermarket manufacturers requires updating to reflect
the fact that TD98U and TD80U are actually one and the same, meaning
the distributor the customer purchased should have been compatible in
his vehicle. Since it failed under warranty, it is subject to regular
warranty terms. From the information we gathered, Honda started the
separation between 98U and 80U due to an unrelated issue, but later
recombined them (thus the discontinued 98U) and didn't notify
aftermarket manufactures until very recently resulting in inaccurate
data being presented.
We apologize to this customer for the frustration he has experienced.
Considering the circumstances surrounding this order, we feel a
warranty exception is appropriate. We have emailed a prepaid FedEx
return label for the customer to return the distributor for a full
refund (all shipping included), as requested.
We did not falsely advertise the Dorman Door Hinge Pin & Bushings
Mr. [redacted] ordered. As the attached image taken from Dorman's website
catalog shows, we advertise the parts how the manufacturer does. Despite
Mr. [redacted]'s personal knowledge of his car and the images he attached
from undocumented sources, Dorman's catalog also confirms that the Door
Hinge Pin & Bushing Kit for a 1972 model is different than the 1971
model (also attached).
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,
[redacted]
This customer purchased DNJ valve
lifters on 11/18/2014 that are covered by DNJ's 12 months / 12,000
miles warranty. On 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refund. As our Warranties
page explains, like other retailers of branded products,...
RockAuto
does not offer any product warranty of our own--we honor 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.
We offered to provide return
instructions for the 5 failed lifters for reshipment of the same
product, as the manufacturer's warranty offers. The customer
indicated that he did not want replacement products but would only
accept a refund for his returns. We're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warranty. The customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products.
Should the customer wish to return the
5 failed lifters for replacement under warranty, he is welcome to
contact [redacted]
before 11/18/2014 so we can provide the return instructions necessary
for return and reshipment. No refund will be issued for these
lifters, since neither our
30 day return policy nor the manufacturer's warranty offer this
option.
[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. 04/21/2017 rockauto issued a refund magically.. thank you.
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 understand that the manufacturers catalog only lists a singe part number. What CARDONE and ROCKAUTO refuse to recognize is both of their online catalogs are incorrect. Since they will not look at other sites, or correct parts catalogs, how can they be convinced? Who will make them correct this life-safety mistake before someone is killed by their carelessness?
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto. Also the new brake I bought from a different vendor of the same product. you will see a difference between a brand new brake pad and used one.
Regards,
[redacted]