Natural Talent

The issue I'm having now with ROCK AUTO is getting a full refund from there company. There claiming the motor that was to them is a warranty core motor. Yet the company whos there supplier said it was a return motor an offered too send it back...

too me. I was told by my bank too refuse the return. Since there supplier paid for the return shipping of the motor since it was found defective by a Kia dealer. The charge for a core is 410.00. So far our of that 410.00 I have received 282.50. There claiming since it is or was a warranty core they don't have too return the shipping an handling. Yet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty's. If this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with it. I don't believe a company would send  a core in replacement to someone who purchased  a motor. The claim that's left is 127.50 to complete this issue with ROCK AUTO. Attached is a copy of the email I received from ROCK AUTO concerning this issue. Thank You

I know now to never deal with Rockauto for part and I hope that nobody else deal with them either. This issue is just going around in circle now. They can't accept they did wrong in this and their employee is to blame for this issue. Oh by the way the rack and pinion will be pull out of the vehicle tomorrow to be replace with a better quality one . The dealership never seen gear shear off the way it did and the dealership said it was a poor quality rack and pinion. They will start to lost customer with service and parts like this.

On 2/11, Mr. [redacted], who lives on an overseas military base, ordered a part and chose SmartMail shipping. We shipped his part the next business day and the USPS delivered it to the Military Postal Service (the end carrier for military shipments) 2/16. On 3/10, he reported that he did not receive...

his part on our Order Status & Returns page. We immediately started a trace with the carrier. Mr. [redacted] contacted us on 3/17 saying he still did not have his part, so we shipped a replacement. On 3/24, tracking showed that he received the first part we shipped. Since we had already shipped him a replacement which was still in transit, we asked the customer if he wanted to pay for the extra part and keep it or return it. He did not respond. He has since contacted us and we allowed him to keep the extra part for free.

On 6/13/2016, Mr. [redacted] ordered wiper blades for his Jetta Sedan. The product details of the wiper blades he ordered note that no adapters are included. On 5/4/2017, he contacted us to report that they did not fit and did not include adapters. As our Help page notes, items can be returned within...

30 days. Parts which fail due to a manufacturers defect may be replaced under the manufacturer's warranty. We are not sure why Mr. [redacted]'s wiper blades do not fit, but since they didn't fail under warranty and because he waited 11 months to contact us, he may not return them.

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've bought from RockAuto multiple times before this year, I just didn't make an account until January(in response to their first sentence). I already told RockAuto I DIDN'T have the core, as I disposed of it IMMEDIATELY after installing the Cardone pump which I bought from THEM. It wasn't my vault the pump's seal went bad after three days. How would I have known? Once again, the pump was dirty because of the leaking fluid that was constantly coming from under my car, and I also recently discovered I have an oil leak, so I'm now assuming that it was a combination of motor oil AND power steering fluid that caused the gunk to accumulate so quickly. RockAuto didn't even want to ship the defective part back for free initially; it was only after I talked to another customer service rep the next day that I was able to get the part shipped back for free. I cleaned the pump and sent pictures back to RockAuto to support my claims, and they simply repeated their incredulous accusations. I am attaching pictures of the pump to show what it looked like after I cleaned it, and how it is in fact the same exact pump that I bought from RockAuto.com. Also attached a screenshot verifying the order date, and the first email they sent to me once they received my return. I have more pictures of the full email thread but I ran out of space for attachments. As you can see, I'm being 100% transparent because I didn't do anything wrong. RockAuto has been giving me the run-around for the last month, and after checking Google, this seems to be the norm for their customer service. This isn't right for consumers who put their trust into companies like this...
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 think this whole process speaks volumes about the business's customer service. RockAuto doggedly defended their position for two months over a matter involving less than $10. The lost productivity by myself, RockAuto, and the Revdex.com in addressing the matter (several times) is nonsensical. In the end RockAuto only did the right thing when the Revdex.com held their feet to the fire. They lost a customer in the process. Hopefully, the business will embrace a model closer to Amazon's if they expect to flourish. I suggest they read online reviews concerning their customer service from a company not employed by them to gauge customer satisfaction. I don't think the majority of disenfranchised customers are unreasonable..........
I have reviewed the response made by the business in reference to complaint ID [redacted]. I can confirm I received a credit for the items in question and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are sorry for the frustration Mr. [redacted] experienced. After further research, we confirmed that the air filter he purchased was listed incorrectly for his car. We have corrected our catalog and refunded the remainder of his order and will not require the filter be returned.

As
our Help
page explains,
every part we sell may be returned within 30 days for a
refund of the part price. We will not accept returns of parts that
have been installed or modified. To receive credit, a returned part
must be complete and in its original, unmarked manufacturer's
packaging....

Wholesaler closeout parts, as our Help
page explains, are only able to be returned in this 30 day return
period and are not covered by an additional manufacturer warranty.
This customer contacted us well beyond this 30 day period requesting
to return an installed part that no longer had the original
packaging, so unfortunately this part is not able to be returned for
refund or exchange.

We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we...

believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If 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.

We apologize that the supervisor called the phone number on the order instead of the cell phone provided in his request. Mr. [redacted] did receive a call back on the morning of the 2nd business day to address his customer service concerns and discuss the return of his order. That call did not change...

the facts established with the first customer service representative: He ordered a front rotor & brake pad kit listed to fit a vehicle with vented rear rotors. The catalog listing (attached) is clear regarding the vehicle application requirements and Mr. [redacted]’s vehicle has solid rear rotors. Since he ordered the wrong kit for his vehicle, we provided him with return instructions to return the kit for a refund equal to the cost of the parts. 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.

Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our...

mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.

Mr. [redacted] did not end the dispute he started
with PayPal, where he requested that the funds he used to pay for his
order be returned. PayPal denied his request, closed his dispute, and has
locked the the transaction for both parties (he and RockAuto) permanently. We will issue Mr.
[redacted] a store credit for the value of the parts he canceled from his order
and the amount he paid to have them shipped.

Mr. [redacted] purchased parts for a 1996 Toyota Camry on 4/10/16, and chose brake parts listed for a wagon and suspension parts listed for a sedan. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose.  But if there are limiting factors (like "RWD vs....

4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. Since he has a sedan, the brake parts were ordered incorrectly for his vehicle. 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. The customer (or his wife) started and canceled a return on 4/25/16 using our Order Status & Returns page online. Mrs. [redacted] never contacted us directly and we are not sure why the online return was canceled. Mr. [redacted] did not call us until 5/30/16 to request a return of the unneeded parts. As a courtesy to Mr. [redacted], we offered to make an exception to our return policy: return the parts for a store credit equal to the cost of the parts, minus a 5% restocking fee. He accepted this offer, returned the parts, and we issued his store credit on 6/10/16, 6/11/16, and 6/15/16 (as the parts arrived), for a total of $169.12. No additional credit is due.

[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]

On 10/26, one of our representatives emailed Mr. [redacted] instructions and a prepaid shipping label to return his defective CV Half Shaft Assembly for a refund. He has yet to return his part, and both his return authorization and label have expired. We renewed his authorization and emailed him a new...

return shipping label. He may use them to return the part for a refund up to 12/5/2017.

On 10/19, Mr. [redacted] purchased an A-1 Cardone return and rebuild service, number 21207. 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 workmanship. As 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 received. He claimed that the unit was only partially rebuilt, noting that the bearings had not been replaced. While we are sorry that he is not satisfied with the service he received, we must underscore that Mr. [redacted] received the service we advertised. The listing for A-1 Cardone Rebuild service number 21207 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 performance. We 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 replaced. In response, we offered the only remedy to this problem that we advertise on our website, which is to replace the defective unit. In 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 defect. In 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.

We have no record of Mr. [redacted] claiming he had receipts showing proof of purchase of an A/C Orifice Tube (or A/C Expansion Valve), A/C Receiver Drier/Accumulator, and A/C System flush or a work order showing the purchase of these items and that the system was flushed. We also have no record of a RockAuto employee telling Mr. [redacted] that too much time had passed for him to claim his 1 year warranty (which is valid until 4/17/2018).If Mr. [redacted] has proof of purchase of the items mentioned above, he may email that information to [email protected]. If we find that Mr. [redacted] satisfied the requirements for his warranty, we will arrange a replacement.

On 2/22, Mr. [redacted] went to our Order Status & Returns page to report that the power window switch he ordered (Standard Motor Products part # DWS1517) for his 2009 Dodge Journey did not fit. We asked him for additional information to help determine the cause of the problem, including his VIN and...

pictures of his old part and the part he received from us.On 2/27, he sent us the information he requested. His VIN confirmed that he owns the vehicle for which the manufacturer, Standard Motor Products, says the part fits. However, one of the pictures he provided noted the original equipment part number, which matched the power window switch used in Dodge Grand Caravan (Standard Motor Products part # DWS1381), not the vehicle he owns. His return report also noted that he installed the part despite the fact that the pin configuration for the part he ordered and his original part were different. As our Help page notes, we do not accept returns of parts that have been installed unless they are being returned under warranty (https://www.rockauto.com/help/?page=4#Returns). We declined his request to return the part for a refund.We do not know why Mr. [redacted]'s Dodge Journey was fitted with a power window switch for a Dodge Grand Caravan. The manufacturer confirms that the part he ordered (DWS1517) is correct for 2009 Dodge Journey's. Our own purchase history confirms the part is correctly listed (many customers with the same vehicle have ordered and installed with success). Had he not installed the part he received, we would have allowed him to return it for a refund. We will not allow Mr. [redacted] to return his part for a refund, nor may he return it for an exchange of a different part.

Dr. [redacted] ordered an alternator for a vehicle manufacturered on or after November 3, 2004, as specified in our online catalog. His vehicle was manufactured in August of 2004, so he ordered incorrectly.As our Help page explains, we will not accept returns of parts that have been installed...

(http://www.rockauto.com/help/?page=4#Returns). Once a part is installed, RockAuto honors the warranty provided by the manufacturer of the product. Because this alternator was installed in a vehicle for which it was not designed, the manufacturer's warranty is void.

We are sorry for our delay on Ms. [redacted]'s order. We issued the remaining $20.00 for shipping on June 20, 2016.