Natural Talent

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.
My dispute with Rock Auto predates the throttle body, back to a defective fuel pump they sold me in May 16.  The only option they gave me at that time was a store credit, which still exists in the amount of $128.76.  This company sold me two defective fuel pumps and then failed to repair my throttle body as agreed and provided no explanation.  I don't consider this a reputable company and no [redacted]er wish to do business with them.  I would like my store credit refunded to me.
Regards,
[redacted]

On 3/16, Ms. [redacted] contacted us to report that she received the wrong part. We offered to have her return it for a free replacement of the correct part using a prepaid FedEx shipping label (one we could mail her). She refused our offer and hung up on our representative. We have not heard from her...

since.We have since determined that the part the customer ordered will not fit her 1997 Honda Accord LX. Though we did not ship her the part she ordered, it would not fit her vehicle even if we had. Consequently, we have emailed her and mailed her a prepaid FedEx return shipping label to return the part for a full refund. She will receive her refund within 3 business days of us receiving the part. We sell other mufflers which fit Ms. [redacted]'s vehicle, which she may purchase.

Well I've brought another of the same part and it's been 2 months or more and they are saying that it's because of my motor but this one is doing perfectmy fine and the other one only lasted a week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856249, 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,
Chris K[redacted] We will be filing a complaint with the AG's office in their respective state for fraudulent conversion of monies accepted at inception of contract and not remitted as given. Customers are NOT forced to do business with anyone. As stated earlier; the onset of the contract is where the remedy exists, not at the corporate levels discretion. The cash given has been taken, and utilized by Rock Auto, LLC. They will be paid twice when the product resells. Store credits are finite, cash is not where cash was given. If we decide to file suit this will apply to all whom they have duped. Corporate policies "do not" upsurp "legal" remedies.  The cash has been absconded with, PayPal has the original receipt.

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] [redacted]

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.

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. The warranty offered is from a third party.  This was never made clear when I purchased this, nor if it was would I have made the purchase.  Replacing a car starter, with another one, when the purchaser and the seller are days away is not realistic.  This company alleges to warrant the goods they sell.  The product was defective.  I want my money back. The item barely lasted 90 days. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

On 5/21, Ms. [redacted] went to our Order Status & Returns page to report a
problem with a part she ordered in March 2017. When asked if the
description, fitment details, and photo of the part she purchased
matched the one she needed for her vehicle, she responded "No", meaning
she ordered the...

wrong part.
As our Help page explains, parts may be returned within 30 days for a
refund. Since Ms. [redacted] did not report her problem within 30 days, we
cannot accept her return.

Mr. [redacted] purchased Anchor 8300, which is listed as a transmission mount for a 1999 Honda Civic (our catalog makes no reference to being for the front or right, nor does Anchor's). Our catalog also showed him a picture of the part so he could verify it was what he needed. We verified with Anchor that the part is correctly listed as a transmission mount for his vehicle.We don't know why Mr. [redacted] thinks he needed a transmission mount. The part he claims is the part he needed is listed as a front motor mount by all reputable after-market mount manufacturers. We refunded him for the part he returned on 9/11. We offer no further refunds.

This customer presents no new information in his rejection and our original message responded to this point: We are sorry Mr. [redacted] had a problem with his order, but are not sure why he ordered parts listed in our online catalog with a "3-bolt flange" if his vehicle needed a 4-bolt flange. He placed this order on 3/23. but didn't report a problem until 8/25. We accept returns within 30 days, as our Help page explains, but because  this order was shipped 172 days ago, we will not accept a return.

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].

On 6/21, Mr. [redacted] ordered front brake pads which note that they fit an EX and EX-L model Honda Accord. On 6/24, he reported that he received the wrong parts. In his report, he noted that the description and fitment details provided do not match his vehicle, which is true given that his complaint...

notes he owns an SE model Accord. We offered to have him return the parts at his expense, which he accepted. The return shipping label he generated noted that $5.69 would be deducted from his refund if he used it. On 7/3, we refunded Mr. [redacted] for the parts he returned less the cost of the return shipping label he used. As our Help page notes, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] returned his parts because he ordered the wrong ones, we will not refund his initial or return shipping charges.

Our
part listings specify that that there are two front mufflers
available for his vehicle, and that one of them is an optional
muffler. This customer purchased both mufflers for vehicle, but only
needed one. As our Help page...

explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. The customer set up a return for the extra
muffler. Our online return prompts asked if he preferred his refund
to his original form of payment or in the form of store credit. He
chose store credit on 3/28/15, so that's how his refund was issued on
4/3/15 when the return was received. Since we shipped the part the
customer ordered, no shipping was refunded.
A
month after his refund was issued (5/6/15) he asked to change the
refund from the store credit he chose to his original payment method,
and we explained we were unable to make this change once the refund
had been issued (especially after this much time has passed). He
requested the same thing two months later in July, and we again
explained the refund type he chose in March can not be reversed 4
months after he voluntarily chose to receive his refund in the form
of store credit. We have refunded the customer for his unwanted item
in the form of credit he selected; no further or change of refund
will be issued.

On 11/29/17, our warehouse received a part Mr. [redacted] returned because it was not the part he ordered.  We mistakenly deducted the cost of his return shipping label from his refund, and neglected to refund the amount he paid for shipping initially. We apologize for both oversights. We issued...

a refund for $40.48 (the sum of his original shipping charge and his return shipping charge) on 1/18.

[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.  They have contacted me and the issue has been resolved.  Thank you for your assistance!  It's a shame I had to go to this process to get them to help me.  I will still, never order from them again.
Regards,
[redacted]

We are sorry that Mr. Q[redacted] had a problem with his part. He purchased a long block remanufacturered by ATK. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product...

(http://www.rockauto.com/docs/warranty.php). Warranty claims are handled directly through this manufacturer. ATK informed Mr. Q[redacted] and RockAuto that the problem is not covered under warranty.ATK does consider labor reimbursement, but if the warranty claim is not approved, no credit is issued.RockAuto communicates by phone and email. We emailed Mr. Q[redacted] on 9/12, 9/14 and 9/21 and spoke to him on the phone when he called on 9/13.

On 9/19, Mr. [redacted] ordered a differential ring and pinion for a his Pontiac Firebird. We list this part as a replacement for a vehicle with a "7.50 ring gear diameter" and a  "27 spline pinion." On 12/30, he went to our Order Status and Returns page to file a warranty claim for this part,...

explaining he installed it, but it was not working properly.  We asked Mr. [redacted] if the fitment information listed for the part he ordered matched what he needed. He informed us that he installed this part in a vehicle with a ring gear diameter of 12 inches, and a pinion with 41 splines, indicating he ordered the wrong part. As our Warranties page explains, warranty only applies if the part was installed in a vehicle for which it was listed in our catalog (http://www.rockauto.com/docs/warranty). Mr. [redacted] voided the warranty. We offer no replacement, nor refund.

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]  My decision to purchase this pump was based on the FALSE description which is still availablefor viewing on the Rock Auto website.My primary selection criteria, quoted from the Rock Auto website, was: "open-vane impeller."I have contacted Walbro and they acknowledge that this DOES NOT DESCRIBE THEIR PUMP.In addition, the description on the Rock Auto website shows a picture of the pumporiented such that the Walbro logo stamped into the metal housing of the pump is not visible.If the picture had been taken with the pump turned a mere 180 degrees, the Walbro name wouldhave been clearly visible for all to see, but Rock Auto chose not to reveal this.Lets say, for the sake of argument, that the description used by Rock Auto was takendirectly from Denso (DPAM).  IT IS STILL FALSE AND MISLEADING.Whether the misrepresentation is the fault of Rock Auto or DPAM, it is clear thatIT IS NOT THE FAULT OF ME, THE CUSTOMER, relying on the FALSE AND MISLEADING DESCRIPTION.What say you, Rock Auto? Denso? Revdex.com?

On 6/15, Mr. [redacted] ordered a Monroe Strut/Coil Spring/Mount Assembly. The part is advertised as a replacement for the original ride quality of the vehicle. We don't know how Monroe achieves the original ride quality, nor is the charge of the strut (hydraulic or pneumatic/gas) noted in the product...

description.On 6/21, Mr. [redacted] arranged a return on our Order Status & Returns page. We authorized his return and provided a prepaid FedEx return shipping label. We noted that the cost of his return label would be deducted from his refund. He used that label to return his part. We issued his refund 7/7. We will not refund Mr. [redacted]'s shipping charges as we shipped the part he ordered, which is advertised correctly.

As our Help page notes, orders ship within one business day (http://www.rockauto.com/help/?[redacted]). At the time Mr. [redacted] placed his order (Wednesday, 7/19 at 1:37pm CST), we could not guarantee his part would ship Wednesday, which is why his shopping cart showed "You should...

receive by Friday, July 21" when he selected Next Business Day express shipping. Our warehouse shipped his order sooner than expected, which is why he received it the following day.