Natural Talent

On 10/19, Mr [redacted] purchased an A-Cardone return and rebuild service, number The part that underwent this service is covered by a three year manufacturer warranty, which offers replacement if the rebuilt unit suffers from defects in materials or workmanshipAs our warranties page explains, warranties offer no cash refunds, nor reimbursement of labor costs--only replacement of the defective unit with a functional unit of the same brand and part number (http://www.rockauto.com/docs/warranty).On 11/3, Mr [redacted] sent us an email, before installing the part, to express his dissatisfaction with the rebuild service he receivedHe claimed that the unit was only partially rebuilt, noting that the bearings had not been replacedWhile we are sorry that he is not satisfied with the service he received, we must underscore that Mr [redacted] received the service we advertisedThe listing for A-Cardone Rebuild service number neither stated, nor implied that any bearings would be replaced as part of the service The manufacturer does promise that every pump is computer tested to ensure adequate performanceWe offered the above explanation in response to Mr [redacted] 's email.On 11/27, Mr [redacted] informed us that the rebuilt part 'sounded worse' than the part he replacedIn response, we offered the only remedy to this problem that we advertise on our website, which is to replace the defective unitIn this case, replacement entails returning the rebuilt unit to the manufacturer for inspection, to determine whether the part suffers from a defect covered by the warranty, and if so, repeating the rebuild service to remedy the diagnosed defectIn response, Mr [redacted] filed a payment dispute with his credit card company which resulted in our losing the funds that he paid to us in exchange for the service he received.We will not do further business with Mr [redacted] until his debt with our company is settled, and will only honor the warranty that we advertise for the service Mr [redacted] purchased if he pays this debt in full

On 11/at 9:37pm CST, Mr [redacted] placed an order for auto parts for his Dodge pickupOur website cannot change addresses customers selectHe paid using PayPal Express, a service which allows users to complete and pay for online purchases using information stored in their PayPal accountsWe suspect Mr [redacted] did not know that using PayPal Express could over-write the shipping information he entered on our website with whatever shipping information is stored in his PayPal account.At 9:41pm CST (the night of 11/29), he went to our Order Status & Returns page to request that his shipping address be changed, which we confirmedThe new address resulted in his shipping total to go from $to $We did not request that he submit additional payment; no additional payment was dueWe did, however, receive an additional payment from PayPal in the amount of $We refunded Mr [redacted] 's PayPal account that amount on 12/at 10:28pm CST.At 10:31pm CST (the night of 11/29), he returned to our Order Status & Returns page to request that of the parts he ordered be canceledWe confirmed cancellation of of the parts at 6:24am CST the following morningWe confirmed cancellation of the 2nd part ~3.5hrs later at 10:05am CSTWe refunded his PayPal account the amount he paid for both parts and the cost to have them shipped ($16.11) on 12/at 10:28pm CST.On 12/4, he returned to our Order Status & Returns page to arrange returns for the parts he receivedWe authorized his return and provided return instructions (valid until 1/4)He also arranged returns for those same parts on another order he placed shortly after the one to which this response refersHe returned the parts from that order and we issued his refund on 12/22.We have refunded Mr [redacted] for all payments that he submitted that we didn't use, all parts that were canceled from his order, and all parts he returnedWe owe him no other refunds."

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 am sorry FedEx charged the vendor extra for their guaranteed service I paid extra for a service that was not performed on time and caused me additional time and money to perform the job I needed to get done on timeRockAuto and FedEx failed on their obligation of on time guaranteed delivery and what ever their agreement on returns is not my concern as the customer I have first right of refusal and should not be burdened more by their inefficiencies and flaws and should be given a full refund of parts and shipping They are going to have to work out their further / additional flaws amongst themselves 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 if our representative was less than professionalOn 6/26, Mr [redacted] went to our Order Status & Returns page to report that he received the wrong partsHe later provided is Vehicle Identification Number which showed that his vehicle is a Jeep Liberty, not the model for which he orderedThe model requires different rotors, which we also sell on our website catalogAs our Help page notes, shipping costs are not refundable unless a return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns)Since Mr [redacted] ordered parts for a vehicle he does not own, we will refund him for the parts he is returning but we will not refund his shipping costs

I posted a comment on their facebook page about my issueThey responded argumentatively and then deleted the posts entirely because they must have realized it made them look badThis was on 11/and 11/

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 is the original e-mail and response I got from the companyThey knew full well that I had tried to install the part in my carAs again everything they advertised said would fit my car(year, part #, and model) How was I suppose to know it wouldn't fitAs a customer I did my job in insuring that everything on my end matched what they were advertising.I wasted an additional $on shipping the part back to themWith their full knowledge that I tried to install the part on my carAt not time did they tell me that they wouldn't except it as a return so I could be reimbursedThey just told me to send the part backSo now I am out $74+ because they screwed upAs a customer I should not have to be responsible for their screw up

This customer presents no new information in his rejection and our original message responded to this point: We are sorry that Mr [redacted] had a problem with his orderFord offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent controlBoth are listed in our online catalogHe chose the larger of the two options and reported it was too large, so we believe he may have ordered incorrectlyMr [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fitIf he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.Since this customer is unwilling to answer our questions to allow us to look into this, please remove this from the queueThank you, [redacted] RockAuto Customer Relations

On 1/19, MrMeyer went to our Order Status & Returns page to report that the brake backing plates he ordered did not fitIn his report, he noted that he installed the parts and modified them to make them fitAs our Help page notes, "If a part doesn't fit, don't try to 'make it fit' and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified." We declined his request to return the parts because he installed and modified them.We did not "dra[g] out a solution over email." MrMeyer emailed us on 1/(a Saturday) to dispute the resolution we gave him onlineWe responded to his inquiry the following business day and we responded to his subsequent inquiries within minutes of him sending themWe are sorry MrMeyer chose to install and modify his part before notifying us that it did not fit his vehicleHe may not return the part for a 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 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/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 creditThis credit could be used for anything in the RockAuto catalog and would be valid for one-year from the date of issueWe're sorry Mr [redacted] found our offer of store credit inadequateSince his order is now nearly six months old, we will no longer accept this return

The purpose of mentioning the submission of photos in our previous response is to highlight that we do give customers in the same situation ("my original box is damaged/oil-soaked) options to return their coresBecause Mr [redacted] chose to discard his box prior to contacting us, we could not authorize his request to return his cores, nor could we ask that he supply photos to see if they suffice for our warehouse's purposes (he can't supply photos of a box he doesn't have).This message concludes our correspondence with Mr [redacted]

Mr [redacted] already received a full refund of everything he paid to RockAuto, prior to this complaint submissionAs a gesture of goodwill, we offered to reimburse the cost of installing the failed part (calculated at $using manufacturer estimates of labor hours)Mr [redacted] declined that offer RockAuto will not pay for parts he did not purchase from us or other work done to his vehicle

Mr [redacted] bought brake rotors, and later returned themThe warehouse that received the return found the rotors been installed, and finish of these rotors was chipped offWe mention in our return policy that we can't accept returns of parts that have been installed, and we let him know that we wouldn't be able to refundHe charged us back - which left us with rotors which we cannot resell, and without payment from himIf he would like do business with us again, we're happy to sell him more partsBut we think it is reasonable to first ask him to repay the amount that we lost due to his actions the last time we did business with him

All our contact information - both phone number and email address - is listed on our About Us pageWe also include directions and a direct link to visit our Order Status and Returns page for changing orders or reporting problems on our order confirmation page, which this customer received immediately after placing his order on 8/27.He contacted us on 8/28, after his order had shipped, and reported the shipping address he entered on his order could not receive shipments from the USPSNowhere during online checkout was a FedEx shipping method shown or implied once the customer selected Priority Mail for shipmentDuring checkout, we showed various shipping options and he selected Priority MailOur final checkout page specified the selected shipping method was via US Mail (not FedEx), and his order confirmation shows he selected Priority Mail Thankfully, our suggestion of contacting his local office for pickup worked, since the tracking for his shipment shows delivery to the customer

We accept returns within days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns)Since Mrs [redacted] 's order shipped days ago, it is not covered by RockAuto's return policyBeyond days, parts may be covered under the manufacturer's warrantyLike other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php)Mrs [redacted] ordered a Denso oxygen sensorThis manufacturer's warranty does not cover parts subject to wear and tear, such as oxygen sensorsBecause Mrs [redacted] 's order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11725815, 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, David M***

We are sorry if our employees were less than professional. We are not mechanics or technicians, so we are not able to provide technical assistance when choosing parts but we do have an extensive Help page to help with part selection. Mr. [redacted] placed his order Sunday afternoon and requested to... cancel his order on Monday when we explained that we could not add additional parts to an order that had already transmitted. His order was confirmed canceled on Tuesday and we emailed his confirmation at 8:11 am CST. We are not sure why he did not receive this notice.RockAuto does not charge the credit card until the order ships. However, some banks put an immediate "hold" on the account in response to a request to authorize a transaction. Pending authorizations are temporary holds by the bank, not RockAuto, and the bank is responsible for releasing the funds back to the account. The pending authorization for $69.53 would have been released into his account in accordance with his bank’s funds availability policy.

[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.The issue has been resolved Regards, [redacted]

Rockauto will say we have successfully sold this part time with no issues they are to funnyAmazon says my part gets a star review because they breakThey break because they don't fit certain years

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 feel this is unfair practice by Rock Auto I understand the day window to return parts, if it were my fault But, this incident was not my fault I ordered the correct part Rock Auto shipped me a useless item in the box This is an unfair business practice They are taking advantage of me, as the consumer, and I am powerless to do anything about it While my car was in the shop, the mechanic called to tell me the correct part number was ordered but Rock Auto sent the wrong part in the box I had to pay double for the mechanic to source the correct part I should actually be requesting the full $it wound up costing me to get the part!!P.S My father in law is an avid customer of Rock Auto He told me depending on how your company handles this situation, he will cease spending money with you So far, you are trending the wrong way I pray you consider how you treat others Regards, [redacted]