Novak Auto Parts Inc

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 belowFirst, I would like to point out that I will never shop again at Novak Auto Parts. Its obvious to me that Novak Auto Parts is more concerned with how much money they can make rather then the customer. If the receipt is so important then why is there no mention of needing to keep this receipt on the website. Plus when they looked up the price when I was there on the 1st the price was the same as what was charged to my credit card on 10-3-2016. I understand that customers try to take advantage of business's but the copy of my credit card statement and the cost being the same for them to a least try to help out in some way. Instead you get tell the customer no receipt screw off. I think that is more of what pisses me off.Lastly, Mr. Novak the credit card I used was a business card with more benefits then a normal credit card. When I called then and explained what had happen the explained that I can still file depute against the charge that I made at your business. The business card give me up to 1 year. As i'm sure your know you only have to provide the original receipt that I signed. That is not the receipt that you are talking about that has the warranty. Although when you get that receipt to sent to my credit card company I would be willing to bet money that it is attached the the receipt that you are asking for from me. I have already purchased a new compressor and the warranty is one year like yours but they e-mailed it to me so that if I need to use it all I have to do is print it out.Regards,
[redacted]

In regards to complaint number [redacted] submitted on April 10,2016, please accept our rebuttal.We have received multiple phone calls from this customer and others, who claimed to have been the purchaser. All inquiries for this receipt have included information that is inaccurate and has varied with...

each phone call.First and foremost, It is important to note that the purchaser was given two copies of the receipt upon picking up the motor. A customer must maintain their receipt for any warranty/ as stated on the receipt. We do not reissue receipts. Core returns can only be done with the receipt, so we know by the customer's own admission that they did indeed have a copy of the original receipt It is our understanding that it has since been lost.This engine was purchased with a 90-day parts only warranty. By now, the warranty has expired and therefore we do not have records onsite for this purchase. The customer told us that they needed a copy of the receipt to prove the mileage of the motor that they purchased. We explained to the customer that, because we had purchased the engine for them, the mileage and VIN number would not be on the receipt. Therefore, contacting our accountant for a receipt would be futile, as the receipt would not provide the information the customer now needed. Regardless of this fact, the customer was insistent that we pay our accountant to find the receipt and felt "it would only take 15 minutes." Considering that our accountant charges over $200/hour and the tax deadline is fast approaching, we tried to explain why this was not a request we could fulfill, especially when the receipt did not have mileage listed.Furthermore, it is important to note that the customer could not provide any information matching our records. No motors for an Audi were purchased on the two dates provided. In the customer's statement, the purchase price is stated as both $747 AND $757, but no motors were purchased in October 2016 for that price. (In a previous phone call, the customer said the motor was purchased for $1000, but that also does not match any engine sales for that month.) No motors were purchased in October 2016 by the name provided, and the phone number provided does not match any of our customers' contact numbers for any motor purchases throughout that month. Therefore, we now feel that it is a matter of protecting our customer's information and will not release records when these key points cannot be verified.We are sorry that the customer is still unhappy even though we went above and beyond to assist them. It is unfortunate that they lost their two receipt copies and that their vehicle was later totaled. However, as we tried to explain to them, the original receipt does not state the mileage of the motor, so it would not help them with their vehicle appraisal. Over six months later, there is no way for us to edit a past receipt for them with the new information they are now requesting. We wish them the best of luck and are sorry there Is not more we can do for them.Roger A. N[redacted], President

In regards to complaint number [redacted] submitted on April 19, 2016, please accept our rebuttal.When the customer ordered a mirror from us, she provided her credit card information as a form of deposit for us to order in this mirror for her. This is standard practice for items that we order from...

other vendors. We do this to make sure the customer is serious about purchasing the vendor's part. If we purchase a part from a vendor and the customer does not pick it up, we still must pay our vendor. To prevent that type of loss, our policy is that if the customer does not pick up the part after 30 days, we charge their card for the part. Customers are always told about this upfront before we take their credit card information. Our salesperson called and spoke with the customer on March 11 to let her know her part had arrived. At no time during that phone call did she indicate that she had purchased another mirror in the meantime. On April 5, another salesperson called and left a message for her, reminding her that her mirror was ready for pick-up and asking her to call if she had any questions. She never called us back.On April 15, as per our policy, the customer's card was charged for the mirror. At this point, we had already paid the vendor for the item. Although she previously would not return our calls, when her card was charged, she immediately called us. She was told that although charging the card was in keeping with our policy, we would try to help her by checking with the vendor to see if they would make an exception and accept the return. We asked her why she did not return our phone calls, as this could have prevented the problem but she had no answer. Within the hour, we refunded her card for the full amount and left her a message explaining that although it was not our standard policy, we were able to work with the vendor to get her a complete refund.As for the price of the part, the customer was obviously happy with the price she had been quoted originally or she would not have given us her information as a form of deposit. She states that she received an aftermarket mirror for much less. Aftermarket parts are much cheaper than used and factory parts because they are essentially lesser copies of the original equipment and are made in China. Often aftermarket parts look different and do not have any fit specifications, which sometimes make them difficult to use. Most insurance companies will not even use aftermarket parts. They are definitely not "the same part" as the customer stated. The quality is very different.We are sorry that the customer is still unhappy even though we went above and beyond to assist her. We refunded the customer within an hour of the initial charge even though the customer knew the policy when she ordered the part. Had the customer simply returned our phone calls, all this could have been avoided. It is unfortunate that her decision to place a stop payment created a domino effect with her Paypal account and debit MasterCard. But since a stop payment was never necessary, any charges the she incurred for that decision rest squarely on her shoulders. As a result of this situation, we are changing our policy so that all parts will need to be paid for in full before we order them from vendors. We will no longer accept credit card deposits so as to avoid this type of abuse of our policies.Roger A. N[redacted], President

Review: I went to Novak Auto Parts about two months ago and ordered a side passenger mirror for my 2002 Chevrolet Tahoe and he said they didn't have one on file but they could get one to match my car and have it there the next day, but I would have to put a down payment down or leave my debit or credit card information which I did. So I called the next day part didn't come in yet mind you I told them I needed the part quickly I had someone waiting to put it on. So I wait two days and call again because I hadn't heard anything from Novak Auto Parts and the guy says that they sent the wrong part, so in the meantime I go on [redacted] online they sell aftermarket auto parts and find the same part for a total of $34.00 including tax and free shipping versus $132.50 so I ordered the part from [redacted]. Novak Autoparts doesn't call me until one week later and so I never get the part because first of all its past the time they said the part would be there and they were going to charge me 4 times what I paid for the same part. So on April 15th I'm coming back from vacation and I get a email from PayPal that I am charged $132.50 two months later out of the blue for nothing, I never received the part from them, I never signed any type of agreement with them (nothing). I called them and tried to resolve this and they said their not sure if they could refund the money. I said why not I never received the part from you and it never came in on time so why would you charge me? I had to call my bank place a stop payment on the charge, and in return my bank just put a stop payment on all my PayPal transactions which caused a ripple effect then my hotel charges were declined, and now caused me to have a negative PayPal balance and now I'm unable to use my PayPal account or debit MasterCard. Novak Auto Parts billing and business practices are horrible you do not charge your customers for parts they never received especially when they didn't arrive on time next day like promised, but two weeks later!!!Desired Settlement: I wanted everyone to know how they treat their customers and their business practices. Plus they should not be able to keep customers debit or credit cards on file and charge them anytime they like for parts or service that the customer never received. They should have to compensate for the damages they caused to my bank account because of this charge and their charging 4 times what I actually paid for the part which I think is a lot for a salvage yard.

Business

Response:

In regards to complaint number [redacted] submitted on April 19, 2016, please accept our rebuttal.When the customer ordered a mirror from us, she provided her credit card information as a form of deposit for us to order in this mirror for her. This is standard practice for items that we order from other vendors. We do this to make sure the customer is serious about purchasing the vendor's part. If we purchase a part from a vendor and the customer does not pick it up, we still must pay our vendor. To prevent that type of loss, our policy is that if the customer does not pick up the part after 30 days, we charge their card for the part. Customers are always told about this upfront before we take their credit card information. Our salesperson called and spoke with the customer on March 11 to let her know her part had arrived. At no time during that phone call did she indicate that she had purchased another mirror in the meantime. On April 5, another salesperson called and left a message for her, reminding her that her mirror was ready for pick-up and asking her to call if she had any questions. She never called us back.On April 15, as per our policy, the customer's card was charged for the mirror. At this point, we had already paid the vendor for the item. Although she previously would not return our calls, when her card was charged, she immediately called us. She was told that although charging the card was in keeping with our policy, we would try to help her by checking with the vendor to see if they would make an exception and accept the return. We asked her why she did not return our phone calls, as this could have prevented the problem but she had no answer. Within the hour, we refunded her card for the full amount and left her a message explaining that although it was not our standard policy, we were able to work with the vendor to get her a complete refund.As for the price of the part, the customer was obviously happy with the price she had been quoted originally or she would not have given us her information as a form of deposit. She states that she received an aftermarket mirror for much less. Aftermarket parts are much cheaper than used and factory parts because they are essentially lesser copies of the original equipment and are made in China. Often aftermarket parts look different and do not have any fit specifications, which sometimes make them difficult to use. Most insurance companies will not even use aftermarket parts. They are definitely not "the same part" as the customer stated. The quality is very different.We are sorry that the customer is still unhappy even though we went above and beyond to assist her. We refunded the customer within an hour of the initial charge even though the customer knew the policy when she ordered the part. Had the customer simply returned our phone calls, all this could have been avoided. It is unfortunate that her decision to place a stop payment created a domino effect with her Paypal account and debit MasterCard. But since a stop payment was never necessary, any charges the she incurred for that decision rest squarely on her shoulders. As a result of this situation, we are changing our policy so that all parts will need to be paid for in full before we order them from vendors. We will no longer accept credit card deposits so as to avoid this type of abuse of our policies.Roger A. N[redacted], President