Natural Talent

We have nothing further to say to Mr. Middleton.

Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. 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]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but 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.Please remove this from the queue.Thank you, [redacted] Customer Relations

Mr. [redacted] did not return one of his calipers to the address noted on the instructions we gave him. The address we noted is in AZ, not NY.Never-the-less, Mr. [redacted] didn't send his caliper to a random location; he sent it to one of our warehouses. And since tracking shows they received it and it was signed for, we should be able to locate it and, at minimum, forward it to the correct place.We issued his $250.00 refund earlier today.

We are sorry Mr. [redacted] did not receive the hood he ordered. He has since decided he no longer wants the part. We issued a full refund on 9/22.

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.
It is NOT true that the freight company contacted me in June.  The freight company refused my plea to deliver the item to my home and forced me to accept the product at work where it was impossible to inspect it, thus the ONLY way I would be able to have the product I wanted was to sign and accept.  Either the freight company or Rock Auto caused the damage with a forklift, a machine that I neither own nor used.  AND, whomever caused the damage, covered it with clear tape KNOWING they breached the box with a forklift and damage could have occurred, but sent it on anyway.It is possible Rock Auto could have caused the damage during their handling of the item.  There is no way for me to know that, nor any way for them to claim they know it was not them, unless they have video footage of their handling of the item.
[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.]A lady from Rockauto did contact me.  She informed me that they have sent 61 of this item to customers with no complaints.  I did not think to ask her how many were for 93 Mazda Miata's.  I did some research after the call to check that the flasher that they list in their online catalog and sent to me does not fit.  It is not the right one.  I found that it is usually a dealer item, but I was able to find an oem parts place in New York that had it.  I just checked their online catalog again and the same part is still listed for this car.  Not much of a follow up on their part. They have offered to refund the cost of the part but not the original cost of shippping it to me. 
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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We list the parts we sell for the vehicles the manufacturers of the parts say they fit. Mr. [redacted] can visit Bosch's website (https://www.boschautoparts.com/en/auto), enter the information for the vehicle he specified on our website (2005 Acura TL 3.2L V6), and search for the Clear Advantage wiper blades he purchased. He will see the part number he ordered (18CA) listed by Bosch for the front right of his vehicle, which is exactly how it is listed on our website.We are sorry the wiper blade Mr. [redacted] ordered did not fit; we're not sure why it didn't. Had he not reported that he installed the part completely, we would have authorized a return so he could return it for a refund. This response concludes our correspondence with Mr. [redacted].

Mr. [redacted] ordered Thursday night, 10/13, and chose Next Business Day Express shipping. We shipped his part the next morning, Friday 10/14, and he received it in 1 business day on Monday 10/17. We are not sure why he thought the order would arrive sooner, since we showed "You should receive by...

Monday, October 17, 2016" in his shopping cart and shipment confirmation.We apologize if our representative was less than professional. 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 and self-service helps keep our prices low for everyone. Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page and we provided return instructions. He never indicated that there was any damage to the shipment and our warehouse received his return in new, resellable condition. We issued a refund on 10/24, but 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.

On 2/5, Mr. [redacted] went to our Order Status & Returns page to arrange a warranty replacement for his catalytic converter. We showed him the following message:Catalytic converter warranties cover manufacturing defects (such as an incomplete weld). Warranties do not cover impact damage (such...

as hitting a curb), nor internal damage due to improper fuel mixture (which causes overheating and soot damage to catalysts). Converters have no moving parts, so defects are rare. Because mis-diagnosis often occurs, even by the best mechanics, converter manufacturers insist on inspecting parts to confirm a defect exists, before approving warranty claims.If you're sure your converter has a manufacturing defect, and the "check engine" code or other symptom you saw is not due to other problems with your vehicle, please:Place a new order for the same catalytic converter (brand and part number) on rockauto.com.When you receive the new part, install it and verify your vehicle works correctly.Return to our Order Status and Returns page, and set up a return of the new order as Broken/Defective/Warranty.After you return the part and the manufacturer inspects it, if a manufacturing defect exists, we will refund the amount you paid us for the replacement part.We have not heard from him since. Mr. [redacted] is welcome to arrange a warranty replacement for his part using the instructions we gave him and that are noted above.

regaring order number [redacted].the reponse of rockauto is very wrong ;they keep going to back to the warranty .the right rear was making a sound like it had to much spring rate,they amitted that they had the wrong order number that alone is vadid for repayment installation&labor cost at $231.00 they still own me that.quit trying to pass it off too the warranty.I am sir if it was one of them,they would want there money back for installation&alignment cost.please do the right thing rockauto thank you rick [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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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]

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.]unfortunately, despite what they seem to believe about their employees, I was told to select next day. as a first time user to rock auto, I did not know where to look to see shipping times. in my experience, next business day includes every day of the week except sunday. the sales rep that I talked to was not only uninformative but actually rather rude. it is because of this experience that I chose to use my local auto parts store for the parts that I have purchased since then.lots of people ask me for advice on parts because I used to operate a service station. I will advise them to steer clear of rock auto. thanks
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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as satisfactory as I think I can expect it to be at this point.  I am disappointed that it took this much effort for RockAuto.com to take responsibility for their error.  It doesn't surprise me that they won't pay for the labor required to find out that they had shipped me the wrong part, but I would expect better service from a family business.  First they insisted that it was my error and I didn't know my own vehicle (telling me that I didn't actually have ABS),  eventually took responsibility but failed to refund the shipping, and ultimately ignored my request to hear from an owner of the business.  If the owners don't have for the customers, exactly who do they have time for?  I would think that a business owner would want to use such a poor customer service experience as a training case study for their employees. I just spent $1,000 with [redacted] on parts for my Pathfinder; money that would have been spent with RockAuto.com if they had had apologized for the trouble they caused me.   If they want to earn my trust back, they have my mailing address.
Regards,
[redacted]

We are sorry that Mr. [redacted]'s vehicle reports an error code, but converters that fail due to a performance defect are relatively rare. Typically, a performance failure is due to a problem with the vehicle's engine management system, causing the fuel to burn too rich which breaks down the catalytic...

converter and doesn’t allow it to function properly. Excessive carbon and soot can also lower the efficiency of the converter. 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: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses. All returned converters are subject to inspection by the manufacturer to ensure that the 'failure' is covered under warranty.We offer two options to receive the warranty replacement part, as Mr. [redacted] outlined. He can place another order to get the new part right away, and then receive reimbursement for the new order if the old unit passes inspection. Alternatively, he can also send the part in for inspection and receive a replacement if the unit is deemed faulty. If he prefers the latter, he may contact us for return instructions.

[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. 
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] I expected this response as RockAuto has no interest in their customers and actually I did provide some new evidence. Where is my refund for the part that was returned brand new and unopenes?? Why did you try to profit from returning a wrong part to me? If anybody reads this, please DON'T order from this company unless you know that this is the exact part or it will cost you and waste your time like I am. Apparently writing the Revdex.com is futile because I don't see anything happening from my complaint. [redacted]

We are sorry DHL delivered Ms. [redacted]'s parts a day later than we expected them to. We agree she should not have to pay for a shipping service she did not receive, nor the cost of returning a part she did not need because it did not arrive on time. We will refund her $39.59 (the sum of her outbound...

and return shipping). The funds should post to her MasterCard within the next two business days.