Now Homes Inc

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 provided and would like to apologize for the inconvenience our...

customer received. We do see Ms. [redacted]’s online order# [redacted] for the rotor and brake caliper.  Ms. [redacted] should have no problem returning her online order to our [redacted].   All she should need in addition to the parts is her order confirmation email and and ID.We also have spoken to our store manager, [redacted], regarding our customer’s opportunity. She advised she has been in contact with Ms. [redacted] to offer a cash refund as a one-time courtesy since we normally issue refunds back to purchasing cards for online orders.  [redacted] informed us that Ms. [redacted] informed her that corporate had already taken care of the refund, but we do not see a check request on file for Ms. [redacted].  If there is anything further we can do to assist, please do not hesitate to reach out.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 was very satisfied how promptly Advanced Auto resolved this issue.
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.  I have spoken with the [redacted], the general manager at the store who worked with the customer and...

advised he would be unable to return the part as it had been opened. [redacted] advised the item was no longer in re-sellable condition and according to our return policy, "Return or exchange any item with original purchase receipt within 45 days as NEW requires that item must be in original condition and packaging, unopened and uninstalled, including all original materials supplied with the item. Returns that do not meet these criteria will be denied." While we do understand the general manager was simply following policy, we do also understand the customer was recommended the part by the store team member, and also, the customer needed to open the package to verify the item would or would not fit his vehicle. As a onetime courtesy, we are going to be sending Mr. [redacted] a check for $13.99 to refund the wheel locks.  Per this refund, no further warranty will be honored on the wheel locks.  We do require a complete mailing address from the customer for this to be sent to as well.[redacted]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 have reviewed the information provided and would like to apologize for the inconvenience...

this caused our customer. We contacted Ms. [redacted] and as a result, we are mailing her a check for the cost of the battery.  Ms. [redacted] can make note of reference# [redacted] for her check.  We do apologize once again for the inconvenience, and want to ensure our customer that we have addressed any and all potential training opportunities with our field leadership team.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 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 found were the previous check mailed but has not been cashed as of yet and show the original address provided is the location it was mailed. We have corrected and sent a new check out and increased the amount to $20 and apologize for the inconvenience. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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]

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.  Unfortunately, our warranty policy covers replacement of the part only, and does not extend to labor or any other incidentals.  Due to the opportunity received we would like to ask Mr. [redacted] to fax a copy of the following to [redacted]: original purchase receipt, replacement part receipt, original and replacement labor invoices. Once these items are received, we will review and respond with a resolution.    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.

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 will most certainly work with the General and District Managers to correct this issue and determine what took place. We request that Mr. [redacted] provide some information about the part itself to help us resolve this matter. We would best be able to work with a part number to help us better understand how a dollar discrepancy this large took place. 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 have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]. We...

are speaking with the District Manager regarding this issue. We are also having our Financial Team search for the original receipt from the purchase with Advance Auto Parts. If Mr. [redacted] could submit a new receipt of purchase even if from another Retailer then we will see if we can reimburse once we are advised of the previous receipt information with Advance Auto Parts. This process may take a few days and we apologize for the delay. 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 have reviewed the information and apologize for the inconvenience this has caused Mr....

[redacted]. We have removed Mr. [redacted] from the Speed Perks’ email list. We have also shared this feedback with the Team over the reward program and apologize for the difficulty in reaching us. Please be advised that removal/cancellation may be done at SpeedPerks.com as well. 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
have reviewed the information provided and would like to apologize for...

the
inconvenience this caused our customer. We see that the rebate was for up to a
$40 gift card back if the customer bought two sets of Platinum pads and rotors. 
Unfortunately, our customer’s rebate was denied because he purchased a
set of Gold brake pads.  Due to the opportunity received, we will be
mailing our customer a $20 gift card to the address provided as a one-time
courtesy.  Mr. [redacted] can be expecting it
in the mail in 7-10 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.

Ms. [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 would be happy to attempt to assist, but please be advised that testing a battery to understand if it shows as bad is part of our warranty process. There are numerous issues that could potentially cause a battery to fail or lose charge which would mean the battery was not defective. We would be willing to refund the purchase if we receive the secondary purchase receipt and if one of our stores could test the vehicle. We’d like to determine if the alternator, or another factor, was what caused the battery to lose charge, but if everything tests good then we will simply refund. If Ms. [redacted] would prefer we not check her vehicle then we would also accept a certified mechanic’s opinion as well however we would not be unable to pay for the diagnostic. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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 store managers response was that he called me and asked me how he could make this right. I told him I wanted a refund for the battery. In total, wee pasted about 3 hours of our time due to their neglect and policies. I think that is a reasonable request. He then told me he would call me back and never did. His name was [redacted]. Hope that helps. Thanks [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
our customer received. Based on the information provided, we were able to find
Mr. [redacted]’s online order placed on 1/23/16. 
We see the order was refunded for the full amount on 1/29/16 back to his
purchasing [redacted] account.  We were
unable to find any other in store purchase of the same thermostat for Mr.
[redacted].
We also
have spoken to our district leader, [redacted], regarding our customer’s opportunity.
He will be using the experience as a coaching opportunity within his store.
Our
promise is to provide superior customer service and offer high quality products
when you need them. Thank you for allowing us to respond.

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.
I have called back "[redacted]" left a message on his voicemail, and nobody has called me back.
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.
Regards,
[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 provided and would like to apologize for...

the
inconvenience our customer received. We are mailing a $31 check to the address
provided.  Mr. [redacted] can be expecting it
in 7-10 business days.
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.

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 would be happy to look into this, but we will need the store location. Once received we will speak will the store to investigate further. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

We have reviewed the information and apologize for the inconvenience this has caused Ms. [redacted]. As we advised previously the General Manager, [redacted], has contact the dealership and confirmed with them that the antifreeze/coolant sold to Ms. [redacted] would not cause any damages to her vehicle. It appears that the whole issue was caused by the misunderstanding that Cruze Chevrolet had concerning the color of the coolant and not being sure of exactly what was used in the vehicle. This would be an issue between Cruze Chevrolet and Ms. [redacted] as the part sold again will not damage the vehicle. Any charges because of this misunderstanding would not be the fault of Advance Auto Parts. We contacted Prestone, manufacturer of the coolant sold, and they advised as well that no issues would be caused by mixing this coolant into the vehicle’s standard coolant type. We consider this issue resolved at this time. [redacted] [redacted] Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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]