Now Homes Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Address is correct but needs apartment specified - [redacted] Corrected address below: [redacted] **  [redacted]
 
Regards,
[redacted]

As I mentioned in my initial complaint, [redacted] was in contact with me regarding the FIRST issue and I appreciate the way he handled the situation. This a NEW complaint. The problem is [redacted]. and quite frankly, I am not interested in ever stepping foot in Advanced Auto after this because I do not ever want to have to deal with her again. She is a miserable, lazy, racist demon.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reason I am rejecting is simply because they failed to acknowledge the poor customer service received and the failure of their phone system wasting a half hour of my time, and nothing was actually offered.  First off let me say that their explanation of the situation is completely accurate.  The order did error on send, but did also charge my credit card (referred to in their response as authorization hold).  The charge did in fact disappear 2 days after the fact.  They were able to look all this up with perfect accuracy which leads me to the heart of the matter: the sales associate in store needs to be able to look up this information as well.  I had no way of knowing at the time that the charge would disappear in several days.  Even if the sales associates can't look it up, their phone service needs to function properly and not hang up after 30 minutes.  Ultimately I was left high and dry with no way of resolving the matter and no way to know what actually happened to the order.  I didn't ask for anything specifically, but they could have tried to win my business back, given the poor customer service experience.  I guess my business with them is unappreciated.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You and your employee have called me a liar.  Your employee first attached my battery to a piece of your testing equipment and it showed the battery was nearly completely drained, and stated that yes, the battery was bad.  He then hooked it to your charger and the charger would not even recognize a battery was hooked up.  He tried a different battery and the charger recognized that battery, proving the charger was good, but my battery was bad.  So your employee did, in fact, try to follow your policy and charge the battery...and the battery would not take a charge.  Now, your employee is lying about the events and you're believing him.  You should ask other employees that were present, as your manager had me walk into the back area with me to observe the testing and your other employees saw this.  This is exactly why I'll never step foot in another Advance Auto Parts store.  To make it even worse, you don't believe me that I had to purchase another battery.  Attached is the receipt.In order to correct this issue I want a full refund of my purchase price of the original battery from Advance Auto Parts, including tax and a written apology.  None of this "as a good will gesture" stuff. 
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.   We have reviewed the information provided, and would like to apologize for the...

inconvenience this caused our customer.  We have spoken with our field leadership team regarding this; and they informed us that they have been in contact with our customer, and have arraigned for him to come in to have his battery replaced. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Thank
you for providing us with the opportunity to address the complaint that Mr. [redacted]
has filed. It is important for us to hear from our customers and we will strive
to meet your expectations. 
We
request that Mr. [redacted] provide us, or help us find his rotor proof of
purchase so we...

can better review his request, and take it for consideration.  We were unable to find proof of purchase
based on the order number he provided.
Our promise is to provide superior customer service and offer high
quality products when you need them. We sincerely apologize for the
inconvenience this may have caused and if we can further assist you please let
us know.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
According to the statement made in their policy, they price match any competitor price the same day.  When I called [redacted], they could have gotten the part I needed in their store the same day later that afternoon.  Can you tell me how that does not fall within their guidelines? Also I would like so state that I wanted a part from Advance a couple of days ago, they didn't have it in stock in [redacted]. I looked on Advance website and they had the part in [redacted]. I called Advance in [redacted] to confirm that the [redacted] store had it in stock before I drove that far. I was put on hold by [redacted] came back on the line and told me yes [redacted] had it in stock, however, she could get it for me in the [redacted] store from their warehouse in Buffalo by 2:30 the same day.  So as you can see, it does happen.  [redacted] from your company, at Advance( in my opinion is the only one who does a good job)and  knows how customers should be treated.  Advance [redacted] did not honor their price match. [redacted] would have had the part for me the same day. Advance should have honored their policy. The fact that they are trying to dance around the facts are insane to me. We have been loyal customers of theirs for years and yet they act like this. Shows how little consumers mean to big companies. Your policy says same day price match, not in store in stock. My husband was told by [redacted] it only applied to in stock items. That is incorrect. For that fact alone, Advance [redacted] did not honor their policy which in turn cost us more time and money. Wasting time chasing parts from store to store, wasting time searching online, and now listening to you try and justify a fact that is incorrect. I am totally dissatisfied with this.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.All I need from the company is a proper address with department and specific individual to whom I send the information, ensuring it doesn't get lost again.
Regards,
** [redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We’ve reviewed the information provided by Mr. [redacted] and apologize for any inconvenience he...

has experienced. I spoke with both the General and District Manager about this issue and have advised to process the exchange for the part without a receipt. This process is similar to many other companies and uses a third party company to assist; this requires a customer’s valid ID to be scanned and this will determine if someone is eligible for the refund without a receipt. We also will have to clearly be able to determine if the part is sold by Advance Auto parts as we have no receipt to clearly indicate it was sold by us or its brand without first viewing the part. I have advised the field management that we will be unable to assist with future exchanges without a receipt to show proof of purchase. I will contact our financial team with any names/numbers Mr. [redacted] believes this may have been purchased under and add, if found, to our internal Corporate information on customers in case we have need of future exchanges. Please feel free to head to store location #1[redacted] for this exchange to take place and contact us at [redacted] option 1 option 3 if any issues; please provide the reference number # [redacted]. I included our policy regarding exchanges that does require an original receipt to be eligible. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.   Advance Auto Parts Limited Warranty Policy General Limited Warranty Period and Applicability The warranty period is 90 days from your date of purchase or any longer warranty period that may be printed on your original sales receipt. During the warranty period, we will replace or refund, at our option, any new part that fails due to a defect in materials or workmanship under normal use and service after proper installation. Simply return the part along with your original sales receipt to any Advance Auto Parts store. You must be the original purchaser of the part and still own the vehicle on which it was installed. This warranty is not transferrable. Replacement parts are warranted for 90 days from the date of exchange or the remainder of the warranty period on the original part, whichever is longer. Refunds will only be considered if you bring the defective part to an Advance Auto Parts store along with your original sales receipt within 90 days from the original date of purchase. Refunds will be issued in accordance with our Refund Policy. What is Not Covered Failure due to: accident or collision; misuse, abuse or modification; chemical fallout; salt, hail, or other environmental conditions including natural disasters; marine use; improper installation; installation of an incorrect part; and damages caused by other faulty parts. Parts under manufacturer's recall for a related problem. Parts installed on vehicles used off-road or for racing purposes. Parts installed on a commercial-use vehicle after 90 days (see below). Normal wear and tear. Used or salvage parts.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  General Manager called and I got the refund.
Regards,
[redacted]

Thank you for bringing this to our attention. Ms.
[redacted] daughter was not the “purchaser” of the alternator; the repair
shop purchased the alternator from Advance Auto Parts. With this being said any
warranty provided to Ms. [redacted] daughter would normally be through the
repair shop...

that purchased the alternator from Advance Auto Parts since the
warranty is not transferable.
From the information provided, Advance Auto Parts has
already gone above the warranty and provided an exchange on the alternator on 2
separate occasions in an attempt to help out the end user of the alternator.
At this point we will not be able to provide labor
reimbursement for these repairs.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
First of all Advance Auto Parts  never offered to pay me $ 150.00  for the airplane starter core that they lost or stolen from me What they offered was $63.00 . I will not except $63 .00 . If now they are willing to pay $ 150.00 for my airplane starter core that they lost or stolen from I will except that and when I receive it I will close my complaint .        [redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We would like to apologize for the inconvenience our customer has experienced.  We see that...

our parts catalog recommends DOT 3 brake fluid for a 2009 Kia Sportage.  Since our customer added DOT 4 to that system, we will be unable to assist in filing a damage claim due to it being the wrong fluid type for the vehicle.Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is a note on my Commercial file that returns are no longer authorized, nor are deliveries to my business address. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would just like it to be known that the money was never my sole reason for the complaint. The main reason I felt the need to take action was, for what I consider to be a poor experience at this store. The employee and manager on site were crass, glib and curt which I found most reprehensible, especially since I've spent a lot of money at that store in the lat 2 years, I mainly felt unappreciated as a consumer.I do appreciate the fast turnaround time and the acknowledgement of taking my issue seriously. thank you.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the
complaint that Mr. [redacted] has filed. It is important for us to hear from our
customers and we will strive to meet your expectations. 
 
We have reviewed the information provided and would like to
apologize for...

the inconvenience caused to our customer.  As a gesture of good will, we are mailing a
$75 gift card to the address provided.
Our promise is to provide superior customer service and offer high
quality products when you need them. We sincerely apologize for the
inconvenience this may have caused and if we can further assist you please let
us know.

You guys (and gals) are awesome.  You have never failed me ever.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have been in contact with my bank and they stated NO ACTION was made by you to reverse the transaction and that they would be anticipating a response - I’ve already had too many lies made to me to trust any word they have and this tactic is just another lie. The hold has finally fallen off after an entire week of hold ups and lies. I reject any response you have because a customer should NEVER have to go through such an amateur process. I have my money again and will not accept any response you produce.
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted] [redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]. We...

have included a link below showing that our Warranty for a Retail Customer does not cover damage, labor, or towing and only the part itself is exchanged if defective. If the part was purchased under a Professional account there is a different warranty in place for that customer type, but that would be between that account and Advance Auto Parts. This would be because the Professional account would be the warranty holder and our customer in this case and Mr. [redacted] would be that account’s customer. We would have to advise Mr. [redacted] to speak with the Professional account and request they contact us regarding any additional coverage beyond the part itself. If the part was bought under the account, but paid for by Mr. [redacted] then the Retail Customer Warranty would apply. Please also be advised that all parts undergo Quality Assurance testing, but unfortunately parts do sometimes become defective which is why the warranty is in place. This would help make sure customers get the full life expectancy out of a part itself. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond. [redacted]

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.    We have reviewed the information and apologize for the inconvenience this has caused Ms. [redacted].  We appreciate the additional information provided to us. We will work with the store where the issued occurred to advise a better method to assist our customers. We see that we spoke previously about this issue and have issued $10.70 as a refund for the current brake purchase. We have further refunded the remaining $13.26 and Ms. [redacted] should see both reflect to her [redacted] in 3-5 business days   Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.