Morell Bilingual Settlements

Hello [redacted],I would like to appologize for problems
you've encountered with our company. After reviewing your circumstances,
I have agreed to issue you a $30 refund for the next day service.
Please allow 3-5 business days for it to post to your account.Regards,
[redacted]Customer...

Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response states that they are not responsible because the warranty period expired.   But at no time during the one year warranty period did I have a working steering box.   Each of the four steering boxes they sent was defective in that each was just a warn out old steering box spray painted (right over the dirt and grease), boxed, and sent to me.   They had advertised and I had purchased a "remanufactured" steering box which means that all necessary parts should have been replaced or machined to bring the steering box back to original functionality and safety specifications. Not one of the steering boxes they sent had ever even been disassembled.  I have two of the boxes in my possession and have had both examined by certified mechanics to ensure that this was not just my opinion.   Both of them are just worn out old steering boxes that have been spray painted, as were the other two they had sent me. I also had one of the other steering boxes they sent examined by a mechanic and it too had never been remanufactured.   I have sent copies of the mechanics reports as well as photos of the non-remanufactured steering boxes to BuyAutoParts.com, which is why they were willing to take back the fraudulent parts and replace them so many times. I was unaware that they were just stringing me along for a year. Surely a warranty does not start until the correct product ordered is delivered.So,  yes,  I reject the idea that their responsibility ended one year from the original purchase date because at no time during that year did they ever send me what I had ordered, a working remanufactured steering box. 
Regards,
[redacted]
P.S.  The reason so much time has passed is that I keep giving them opportunities to do the right thing.  I have called them on several occasions and they have,  each time,  been very rude.  I have also consulted an attorney who has advised me that I clearly can win this case.  I have not yet brought this to court due to chronic health issues (exacerbated by the stress of this, by the way) and due to the continued hope that the people at BuyAutoParts.com will do the right thing.   This attempt to appeal to their moral conscience through the Revdex.com is a last attempt before court and extensive media coverage. The fact that BuyAutoParts.com was willing to replace the first three steering boxes is clear admission that all of them were not remanufactured,  and I have the fourth in my possession complete with pictures and video of it right out of the box, including video of it immediately failing to function,  and a written statement from a certified mechanic that it too is just a spray painted warn out old steering box.   It also has original bearings (marked "vw") and seals still in it from the factory. ... ...parts that would have been replaced had it been remanufactured.

[redacted],In order to proceed with any type of refund, we need the compressor back. It is common practice to get an item back before issuing a refund. If you return the compressor back to us, we would be more than happy to issue a refund.Regards,[redacted] Customer Service Supervisor

Mr. [redacted],Although we normally do not issue refunds on installed parts, we are willing to help you out under present circumstances. Per your conversation with our customer service representative on 1/23/15, we will be issuing a full refund for the part in question. The part arrived this past Monday...

(2/2/15). Please allow 5-7 business days for the refund to take place. If you have any questions, please give us a call at ###-###-####.Regards,[redacted]Customer Service Supervisor

Hello [redacted], The customer ordered the incorrect parts via our website. We had no contact with him prior to placing the order. Per policy, there is a 15% restocking fee and loss of original shipping on any returned item. The customer chose to return the parts, thus the restocking + shipping fee were charged. We have completed all refunds at this time. Regards, [redacted]Customer Service Supervisor

[redacted],After reviewing your file, it looks like you spoke to a supervisor on 10/29/15 and resolved your issue. If you have any further questions, please let us know and we will be happy to assist you.Regards,[redacted]Customer Service Supervisor800-241-3197

Mrs. [redacted],I would like to apologize for the problem encountered with our company. We take pride in trying to satisfy every customer. After reviewing your order, it looks like you were never charged for a next day air service. Further, if a part is ordered at 5pm on Friday via next day service,...

this is past our shipping cutoff time and will not go out until the following Monday. With this being said, we would still like to help you out. Please give me a call at the number below and I would be more than happy to try and come to a resolution with you.Regards,[redacted]Customer Service Supervisor###-###-####

Revdex.com:
I have reviewed the response 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] I feel that BuyAutoParts.com should refund me my money in full because the product they sold me was inferior.  The injectors never worked right from the beginning.  Unfortunately for me there was some troubleshooting involved that cost me some additional money in parts before I figured that out.  Originally their Customer Service told me that a 15% restocking fee would be charged because I didn't verify all the injectors were defective.  I objected because my car never ran right and after extensive troubleshooting, I knew all the injectors were bad.  I asked to talk to a supervisor who told me that the 15% restocking fee would no longer be available and that an in store credit was all that would be allowed.  I don't want an in-store credit.  The 15% restocking fee has been quoted to me from the beginning of this dispute.  After agreeing to accept the 15% restocking fee BuyAutoParts.com brings up a loss of original shipping charge.  Nothing has ever been said about a loss of original shipping charge.  Now after all of this time they want to throw that in.  This whole thing could have been avoided if their customer service had stated up front that it was their company policy to charge a 15% restocking fee, end of argument.  It is such a wake up call when you deal with a company that treats their customers poorly.  This is just another example of how BuyAutoParts.Com ultimately doesn't care about their customers.  They are a business that sells auto parts.  If there is a problem with a product they sell they should work with their customers, not fight them.  I will not do business with this company again.  It has been an incredible hassle.  I would warn other customers about the perils of a transaction with BuyAutoParts.Com that goes bad.  They don't sell through Walmart or [redacted] or [redacted].  They are not held to that level of customer service.

Revdex.com:
I have reviewed the response 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]
No there deal is $50.00 dollars off maybe $100.00 but wasn't for sure that they would do that the turbocharge was 12 -14 days out of warranty it took several day to get her then a few day for shop to put it on the truck so if you figure those days the warranty balances out and any other company I have ever deal with replace because the warranty being so close Thanks [redacted]

I would like to apologize for the problems encountered with the part purchased from us. Although normal policy states we do not take back installed parts, we are willing to make an exception in your case. Please give us a call at the number below to set up a return and refund, Regards,[redacted]...

**Customer Service Supervisor###-###-####

Revdex.com:
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]

Revdex.com:
I have reviewed the response 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.
Shop cost cover for labor to replace shock with Original GM
OEM parts and GM OEM parts


2 @ 19300037  STRUT,
LEFT 4WD, [redacted] $270.22

2 @ 19300070  SHOCK
ABSORBER       $259.83














The Yukon Denali do not have the smooth soft controlled
ride.
Here the chat session


General
Info




Chat
Start Time:


10/9/15
8:41 AM




Chat
End Time:


10/9/15
9:16 AM




Chat
URL:


[redacted]
Referer
URL:


[redacted]




Name:


[redacted]




Email:


[redacted]




Phone:


[redacted]




Initial
Question:





Chat
Transcript




08:43:20 AM [[redacted]]
Welcome to our Live Chat. A representative will be here to assist
you shortly, we appreciate your patience.
08:44:31 AM [[redacted]]
[redacted], I would like to chat about your "every part listed for your
vehicle is guaranteed to fit"
08:44:38 AM [[redacted]] Hello, my name is [redacted]
and I will be assisting you today.
08:44:57 AM [[redacted]]
[redacted] is the invoice
08:45:14 AM [[redacted]]
the Front Set Shocks is not a direct fit
08:45:31 AM [[redacted]]
I was told that the shock was a direct fit
08:46:43 AM [[redacted]] Please
give me one moment while I look that up for you today.
08:47:44 AM [[redacted]]
okay
08:49:28 AM [[redacted]]
the guarentee fit policy mean based on the information you give us , say year
make and model, the parts should fit.
08:49:53 AM [[redacted]]
Now sometimes parts can be different
08:50:02 AM [[redacted]] could
be a aftermarket replacement
08:50:06 AM [[redacted]]
or OEM
08:50:18 AM [[redacted]]
aftermarket can be different but still fit and function.
08:50:29 AM [[redacted]]
Sometimes they don't have all the same features
08:50:35 AM [[redacted]]
depends on what you want
08:50:50 AM [[redacted]]
IF your looking for exact orginal , you will need to request OEM parts
08:55:36 AM [[redacted]]
I was told and sold that the parts was OEM / Direct fit and that was what I
was expecting. I made it perfectly clear that the socket has to be OEM. I gave
the sale person my VIN and that stated that the shock that was sold to me was
OEM and would fit. He did not tell me that the socket sold to me would
replace the electron design to passive design. I make it perfectly clear that
the vehicle need to keep the electron design.
08:56:07 AM [[redacted]]
therefore I was sold shocks that is not OEM/Direct fit
08:57:31 AM [[redacted]]
This is a OEM replacement
08:57:35 AM [[redacted]]
not actual OEM
08:57:40 AM [[redacted]]
OEM you need to get from the dealer
08:58:03 AM [[redacted]]
That is not what I was told
08:58:04 AM [[redacted]]
OEM is also A LOT more expensive
08:58:29 AM [[redacted]]
to maintain that electronic feature you are going to pay hundres of extra
dollars
08:58:34 AM [[redacted]]
when most people don't even use it
08:58:41 AM [[redacted]]
I am not most people
08:58:47 AM [[redacted]]
I wanted OEM
08:58:51 AM [[redacted]]
Well if your willing to Pay A LOT more
08:58:55 AM [[redacted]]
you can get OEM
08:59:15 AM [[redacted]]
That is what I thought your company sold was OEM
08:59:22 AM [[redacted]]
These parts are very good price...and they have lifetime warranty
08:59:33 AM [[redacted]] I
highly suggest the arnott OE replacements
08:59:45 AM [[redacted]]
but if you want to return them your going to Pay a lot more for OE
09:02:17 AM [[redacted]]
I have been sold parts under false statement by your sale person. It costing
me 500 plus in labor and now I have to get parts from somewhere else because
you do not sale OEM parts and pay addition shop cost and part cost.
09:03:21 AM [[redacted]]
So you want to spend all that money to take them out return them and spend
even more money to get a feature that is honestly not worth the money?
09:03:36 AM [[redacted]] I
mean we can't give refunds for installed parts
09:03:52 AM [[redacted]]
If you already installed them then we can't take them back.
09:04:05 AM [[redacted]]
that is what I thought I was paying for in the first place,
09:04:22 AM [[redacted]]
Well im sorry you didn't understand what you were buying.
09:04:47 AM [[redacted]]
OEM parts usually cost A LOT more than OE replacements
09:05:06 AM [[redacted]]
Getting such a great deal it would have been obvious these aren't Original
factory parts.
09:05:40 AM [[redacted]]
Its always good to familiarize yourself with Original parts vs OE
replacements(aftermarket)
09:05:54 AM [[redacted]]
Original parts are usually only obtained from Dealers
09:06:18 AM [[redacted]]
Sometimes though we can special order you Original parts at a lower cost than
the dealership.
09:06:19 AM [[redacted]]
Dude, I knew exactly what I wanted and needed, Your sale person assumed that
I did not want to pay for the higher cost of parts and basically sold me
something that he want me have
09:06:49 AM [[redacted]]
Okay I Understand that, but you installed the parts already.
09:07:08 AM [[redacted]]
If you would of opened them and said wait these aren't Original and wanted to
return them , it wouldn't be a problem
09:07:13 AM [[redacted]]
but you installed them already
09:07:41 AM [[redacted]]
I researched the part with the dealership and your company and also provide
the oem part number from the dealer ship. And your sale person cross refer
the number and stated the socks would be OEM
09:08:25 AM [[redacted]]
I need to speak to a manager in your sale depart
09:08:42 AM [[redacted]] In order to better assist
you, please give us a call at 1 888-907-7225.
09:12:01 AM [[redacted]]
Who is the manage on duty today
09:13:43 AM [[redacted]]
Will your company cover the shop cost for the service today and the cost to
put on OEM parts
09:14:36 AM [[redacted]]
Unfortunately Labor is not covered under the warranty only parts.
09:14:53 AM [[redacted]] Our
manager is in just ask to speak with them when you call in please.
09:14:57 AM [[redacted]]
Was there anything else I may assist you with today?
09:16:28 AM [[redacted]]
no thanks
09:16:33 AM [[redacted]]
Thanks for contacting us. Please do not hesitate to contact us again if we
can be of further assistance.



Regards,
[redacted]

Revdex.com:
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]

Revdex.com:
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]How much discount are the offering

Revdex.com:
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.
Re*ards,
[redacted]

Hello - We apologize for the delay. We will be refunding your freight charge of $22.95, Please feel free to contact our customer service department at ###-###-#### Thank you, Customer service department.

Mr. [redacted],As previously stated, we came to a resolution to fix the problem with the turbo. Per policy, under no circumstances do we cover labor.Regards,[redacted]Customer Service Supervisor

Hello,We apologize for the inconvenience of getting a defective part. We stand behind our part warranty and will be glad to work with you on getting a replacement. Please contact our customer service department so they can go over this process with you, as this is something we’re unable to do...

through E-Mail exchange. We're available Monday - Friday 9AM - 8PM Eastern Standard Time. Please reference your customer ID number C-[redacted] when you call in. Best Regards,Buy Auto Parts Customer Service6740 Cobra Way | San Diego, CA 92121T 800-241-3197

Hello Mr. [redacted], I apologize for the problems you have encountered with our company.  Per your request, we'd be more than happy to refund the remaining $45.  Please give us a call at 800-241-3197.  I have notated your file so any customer service representative can issue the...

remaining funds.Regards, [redacted] G.Customer Service Supervisor

[redacted]You placed the order for the turbocharger on 10/30/2014 under invoice 840952. The part came with a 1 year parts warranty that ended on 10/30/15. Although your part is out of warranty, we would be happy to get you a deal on a new part. Please contact our customer service team at...

800-241-3197. Regards,[redacted]Customer Service Supervisor