RockAuto

Review: I ordered a part online when I got it it did not work I contacted rock auto and they said it was a bad part they would send me a new one I made sure when I was on the phone with them that it the right part for my vehicle and he said it was. He was in the process of sending me a new part and I decided to call the company who makes the part they told me it would fit my vehicle but will not work right so when I got the new part I sent it back never opening the box it came in and called rock auto and explained what happened they said they would take it back as long as it was never installed I said good because I never opened the box when they received it they called me and said it has been used and will not refund my money.Desired Settlement: I would like a refund on a part I was told would fit my vehicle and come to find out it will not.

Business

Response:

We are very sorry this customer

received a power supply module that would not work for his vehicle.

When he called us on Friday, January 24, he stated that the part was

not working and that he had called [redacted] to see if this would work

on his vehicle. In his conversation with our RockAuto representative,

the customer stated that a [redacted] technician told him the part was

not listed for his 2007 Dodge Ram 3500 6.7L L6 Diesel Turbocharged.

Since the customer called after the

manufacturer was closed on a Friday, we could not call [redacted] back to

verify whether the part is actually supposed to fit. We followed up

on the customer's report first thing Monday morning, January 27. The

[redacted] tech we spoke with clarified that this part will fit on a 2007

Dodge Ram 3500 6.7L L6 Diesel Turbo, as long as the customer has four

wheel drive, electric shift on the flywheel, a cab&chassis truck

and a transfer case number [redacted]. The customer confirmed that he had

all of these options, which we specified in our part description for

the part. The customer explained that the air conditioning was not

working up to par and the engine brake was not functioning as it

should. We set up a warranty return for him to be re-shipped a new

part, based on our January 27 conversation with him in which he

indicated he had all of the special options specified in our online

part description for this part to fit.

On Friday, February 7, the customer

called us to let us know that he had installed the part and it was

functioning poorly. The second RockAuto representative again asked

whether the customer had all of the above options: four wheel drive,

electric shift on the flywheel, a cab&chassis truck and a

transfer case number [redacted]. During this conversation, the customer

said that he actually did not have a cab&chassis

truck, which is an option for only some Dodge Rams, after verifying

with our representative on January 27 that he did indeed have the

cab&chassis option truck.

The customer then told the second

RockAuto rep that he had told [redacted] this information when he

received the part and [redacted] informed him the part would not work. We

are uncertain why he installed the power supply module in the first

place, if the manufacturer had cautioned him against installing it.

Our representative then advised the customer we would not be able to

accept a second return, given that the part was ordered incorrectly

and installed. Then, during the same conversation, the customer

stated that he had NOT installed the second, re-shipped part. Given

the confusing nature of the conversation, our RockAuto rep reasonably

had reason to believe the customer had indeed installed the second

part. The rep agreed to set up a return for the part but informed the

customer the part would be checked carefully upon receipt at the

warehouse, to ensure it was not installed. The customer agreed to

this.

As expected, when our warehouse

received the part back on February 13, they found the part had been

installed and used. Our warehouse supplied photos of the installed

part, which we have attached to this response. The part is dirty with

installation grease and a sticker has been removed at a port to

install the wires. Since these parts ship directly from the

manufacturer to the customer, and the manufacturer does not ever

accept returns (those are sent to our warehouse), there is no

possible way the customer could have received a used or returned

part. The second, re-shipped part would have been in new condition

when he received it. Based on this evidence, the customer installed

and used the second part.

The customer called back and

repeatedly told a third representative that he did not install the

second, re-shipped part.

We are very sorry that we agreed to a

warranty replacement in the first place, since the customer had

ordered the wrong part. We should not have re-shipped him the second

part, since the part was ordered incorrectly and will not work on his

non-cab-chassis truck. However, the customer had confirmed to the first RockAuto rep that he indeed had the cab&chassis truck. At this point, we have shipped him back the

used, but still functional, power supply module. We are unable to issue a refund for a part that was

installed incorrectly, ordered incorrectly and returned used, but the

customer is free to try to sell the part locally to recoup his costs,

since he now has it in his possession again.

Business

Response:

Once

again, we are sorry Mr. [redacted] had trouble with this Power Supply

Module. Regardless of whether the second module Mr. [redacted]

received was installed, it is quite clear that no refund is

appropriate in this situation given that RockAuto made no error in

this process.

When

Mr. [redacted] placed his order on January 21, 2014, he ordered a Power

Supply Module for a 2007 Dodge Ram 3500 pickup with a 6.7L L6 turbo

diesel engine with the following attributes: four wheel drive,

electric shift on the flywheel, a transfer case number [redacted], and

most relevantly to this appeal, a

cab and chassis truck.

These details, which must apply to the vehicle in order to ensure

proper fitment and function of the module, were listed at the time of

purchase in the part listing. Thus, Mr. [redacted] incorrectly placed an

order for a part that RockAuto did not advertise for his truck. Mr.

[redacted] proceeded to install this incorrectly-ordered module in his

vehicle. Per our return policy, we can not accept returns for parts

that have been installed if they were ordered incorrectly.

Mr.

[redacted] contacted us on January 24 to report the module was not

functioning properly. [redacted] was closed by this time on the 24th,

so we contacted [redacted] January 27 to verify that our listing was

correct. [redacted] confirmed we had no error in our listing. The

complication arose when Mr. [redacted] provided our representative with

inaccurate information about his vehicle. According to regular

practices, our representative asked that Mr. [redacted] confirm the

details in the listing (four wheel drive, electric shift on the

flywheel, a transfer case number [redacted], and

a cab and chassis truck) apply

to his vehicle. Mr. [redacted] inaccurately confirmed that these details

applied to his truck. Being provided with inaccurate information, our

representative was forced to assume the part was defective and follow

a standard warranty process which consists of returning the assumed

defective module for a reshipment of a new part. Had Mr. [redacted]

provided accurate information at this time, no warranty return would

have been allowed and Mr. [redacted] would have had an inaccurately

ordered, installed module in his possession. At that point, we also

would have refused a return for a refund.

Then,

contrary to what he had previously told us, during his conversation

with our representative on February 7 Mr. [redacted] informed us that he

did not

have a cab and chassis truck. This new information changed the

situation. There has been ample attention paid to the argument of

whether or not this second module was installed. However, whether

this module was installed or not is irrelevant. If Mr. [redacted]'s

claims about this module being uninstalled are true (which we do not

believe them to be, based on the fact that a sticker over the

electrical outlet on the second part was removed, and this sticker

would be intact if the part indeed had not been installed), Mr.

[redacted] is actually in a better situation than he would have been had

he not provided inaccurate information to RockAuto about his

non-cab-chassis truck since he is now in a better position to resell

a new, mis-ordered part. Had he provided accurate information on

January 27, he would only be in a position to attempt to resell an

installed, mis-ordered part.

Regardless

of whether the second module was installed, RockAuto owes Mr. [redacted]

no refund. When Mr. [redacted] returned the second module to our

warehouse and we found that it had been installed, we went beyond our

regular policy by paying to ship the module back to Mr. [redacted]. We

have thus not only lost time to processing Mr. [redacted]'s undue

warranty return due to his error, but we have lost money in paying to

have the part returned to him. RockAuto will not be providing Mr.

[redacted] with a refund for this order.

Consumer

Response:

Review: Purchased a motor mount for my 2002 Volvo S80. Between 6 months and a year the rubber bushing completely dissolved making this car unsafe to use. The company only offers a 6 month warranty which I can understand for normal wear and tear but this is a defective product that creates a safety issue and should be acknowledged and corrected.

Business

Response:

As

our Policies page

explains, like other retailers of branded products,

RockAuto does not offer any product warranty of our own--we honor the

warranty provided by the manufacturer of the product.

In

July 2013, this customer purchased a part covered by a 6 month

manufacturer warranty. He contacted us about a problem in December

2014 after the warranty had expired, so no refund or replacement will

be provided.

We

monitor return patterns to ensure products with common problems are

removed from our online catalog. This is the first warranty issue

reported in our history with the product (sold over 100 times), so we

do not have reason to believe there is a quality issue associated

with this part.

Review: Shipped the wrong part marked with the right part numbers and refused to do anything because it was beyond 30 days in which "I was expected to check that the part actually fits'.

It's clearly their responsibility to check the correctness of the catalog and the parts shipped and can not be limited to 30 days.

Started to ignore my e-mail after I've asked to hear from their supervisor.

[Ticket#100763102] RockAuto Order [redacted]?Desired Settlement: I just want the correct parts (filters - 3 pcs).

An apology and corrective actions would be quite appropriate as well.

Business

Response:

We're happy to accept returns within

our 30 day return policy, as our Help

page explains. If we make a mistake and the problem is reported

within that time frame, we can offer a return for replacement or full

refund. This customer ordered air filters in September 2013 and

didn't report a problem until May 2015. After 1 year and 8 months,

the order is well past our return window and beyond the

manufacturer's warranty. No return for replacement or refund will be

accepted. This has been explained multiple times by multiple

representatives. Since continuing to provide the same answer is not

productive or necessary and the customer's communication has taken a

disrespectful tone, we have chosen to discontinue replies to

communications regarding this matter.

Consumer

Response:

Review: I placed an order of 2 front wheel bearings(1 left 1 right) for my 2006 Lexus IS 350. it was shipped by [redacted]. It is rockauto's policy that no signature is required.

According to [redacted], my order (tracking# [redacted]) was delivered on Thursday April 23 2015 at 9:45 am. I never received the package, supposedly stolen from my front door.

I have already filed a police report, with close to zero chance of them recovering it, and I don't have home insurance either.

Here's the issue: I think its more than 50% of rockauto's fault that:

1) No signature required policy: according to their policy, no signature is required, except when the delivery driver deems it unsafe to leave the shipment at the house. I believe it should be up to the buyer to decide whether they want a signature require or not, and it should not be up to the delivery driver. In this particular case, I guess the [redacted] delivery driver is somewhat responsible for this, as my neighborhood is quite close to downtown, and not a safe area.

2) Rockauto does not offer insurance upon purchase. I think the buyer should have an option whether they want to purchase insurance for their shipment.

I think rockauto should at least resend me just the front left bearing at no cost, as mine is getting bad. The reason why I decided to buy online is to save money, not put myself in this kind of trouble.Desired Settlement: I'm not even asking much, I'm just asking that rockauto at least resends me just the front left wheel bearing at no cost (I originally purchased both left and right).

Also they should also change the store policy, to prevent this from happening again to other customers.

Business

Response:

As our Help

page reminds customers, a signature is not required for most

shipments. Most customers prefer this policy since it enables

delivery of needed parts during workday hours. If customers wish to

require a signature upon delivery, they can contact the carrier

directly to make this request or have the package held at a local

pickup facility. This customer communicated that he believes it was

stolen after delivery. Since we shipped the part he ordered and the

carrier provided the service he paid for (delivery), the customer

would need to address a matter of theft with local authorities or his

insurance company. If he does not have home owner's/renter's

insurance, the local authorities would be the only course of action.

Like most online retailers, RockAuto does not offer theft insurance

for the parts we sell. No refund or reshipment of the stolen part

will be provided.

Review: I ordered several parts for 2 cars. The brake rotors I ordered were wrong and I felt the online catalogue didn't specifically write that the rotors were for european market models. later the customer service told me that the blue logo is a European flag and that's sufficient to suggest it's for european market destination cars.

I informed the customer service that customers from different countries don't necessary know what other counties flags look like and the size of the flag is very small. It measures about 1/8" wide and 1/16" high on my 15" laptop screen. And there is no word next to it. The only way customer can read anything is if s/he hold the mouse pointer over the tiny picture steadily for a few seconds.

Also, this practice is very unusual from any other online store I have ordered from. This is definitely NOT a standard usability practice online. Amazon, ebay, craigslist, walmart, bestbuy etc.

The written text in the online catalogue is:

BREMBO Part # [redacted] {#[redacted]} [Wholesaler Closeout -- 30 Day Warranty]

Rear; Coupe $15.31

Now I'm forced to pay for the return shipping of $15.22 on top of shipping cost paid to receive the rotors.Desired Settlement: Refund all unnecessary shipping cost due to lack of clear description. Probably around $30.

Business

Response:

This customer ordered rotors that our

site specifies are for European market vehicles, but he does not have

a European market vehicle. Our Help

page explains what the flags in our catalog indicate. As our Help

page explains

(http://www.rockauto.com/lang/en/answersTab4.html#Returns),

every part we sell may be returned within 30 days for a refund of the

part price. Shipping charges are not refundable unless the return is

due to our mistake. Since we shipped what the customer ordered but

the customer ordered for a vehicle he does not have, he can return

these rotors but shipping is not refundable.

Consumer

Response:

Review: On April 16, 2015, I placed an order from this business for new automotive repair parts. The order number was [redacted]. Part of that order included 6 fuel injectors, Motorcraft part number [redacted], at a price of $20.79 each, for a total cost of 124.74 for the six injectors. Based on their online catalog, this part was supposed to be for a 2003 Ford Ranger, which is the vehicle I own. I received the order a couple of weeks later, and since I was not ready to install the injectors (this was part of a major engine overhaul), I placed them on the shelf, then finally attempted to install them in early July. However, the connector on the injectors was different from the connector on the vehicle's engine wiring harness, so I contacted Rock Auto Customer Service to set up a return.

Initially, rock Auto refused to accept the return because they only have a 30 day window in which to accept returns. Furthermore, they blamed the problem on ME (I guess the customer is never right in Rock Auto's eyes) by claiming that there was a fine print disclaimer buried within the part's description which said, in part, "From 12/01/03", (but it did not specifically state that it was for "vehicles manufactured" after that date--12/01/03).

After mulling over their cold-hearted response for a moment, I came to the realization that Ford would only have manufactured 2004 model year vehicles after that date (12/01/03), and since Rock Auto had these injectors listed in their online catalog for the 2003 model year, they showed fault in the fact that it was listed in the wrong place.

I brought that up with Customer Service, but, in continuing their apparent "customer is always wrong" policy, they still refused to accept the return. I checked their online catalog about 1 or 2 days later, and I noticed that this particular injector was removed from the 2003 model year catalog, so in my opinion, that was an implied admission on their part that they made a mistake.

Finally, I was able to convince them to accept the return, however, they still decided to punish me by hitting me with a "restocking" charge of 10% of the return amount. Since I already ordered another set of injectors from them, I requested that they refund the return amount to my credit card. However, instead of listeining to their customer's request, they only gave me a store credit for $106.03 and did not refund my credit card.Desired Settlement: Since this issue was clearly the fault of Rock Auto, and since I do not have any immediate plans to purchase more parts, I am formally requesting that I receive a refund to my credit card in the entire amount of $124.74.

Business

Response:

We

accept returns within 30 days, as our Help

page explains. If we make a mistake and the problem is reported

within 30 days, we can offer a return for replacement or full refund.

Our Help

page also explains that Wholesaler Closeout parts have only a 30 day

warranty.

This

customer ordered a wholesaler closeout part in April 2015 that our

part listing stated in the part description is for vehicles with a

specific manufacture date. The customer didn't report a problem until

July 2015, when he reported that his vehicle's manufacture date does

not meet the specifications for the part he ordered. In other words,

he ordered without

matching relevant details in the part listing with his vehicle's

specifications, then waited until well outside our return window to

request a return. If the customer didn't understand a component of

the part listing, he could have contacted

our customer service representatives prior to placing his order.

Considering

the part was misordered and beyond the 30 day return limit for the

parts ordered, we initially declined the return. However, considering

the customer pointed out a detail that allowed us to update our

catalog, we allowed an exception to our policy by offering the

customer a return for store credit, minus a restocking fee. Since

both the customer and RockAuto hold some responsibility for the

fitment problem, we feel this exception to policy is appropriate and

fair to both parties involved.

Review: I purchased a motor from Rock Auto on may 15th of 2015. Was delivered around May 26 of 2015. My mech installed the motor with all new parts on it too make sure I wouldn't have any issues in the future. After installation he was unable too get the car to start so though it might have been the alarm system had locked it from starting. Around July 5th it was taken to a dealer to have the alarm reprogrammed to see if that was the issue. Found out that wasn't the problem. Called Rock auto an they in turned refereed me to there supplier to file a complaint, I did call there supplier an files the complaint like I was told. After about a month of testing an running around with there supplier an the dealer the dealer concluded the motor I bough from Rock auto was bad according too all the specs from the manufactory of the car. There supplier took the motor back for testing an they concluded there was nothing wrong with there motor an denied my claim . Yet here it is now Aug 11th may car sits at the dealer with no motor in it an neither of them was to except blame for a defective product I was sold. They offered too send the motor back but I refused it because I wasn't going though it again,Desired Settlement: All I'm looking for is for someone too except the responsible to repair my car since I bought a motor in good faith an now I have nothing to show from it. They can even send the money to the dealer because I don't want too be accused of pocking it. Amount to complete the repairs on my can plus the cost of all the testing an removal an reinstalling comes to around 3500.00

Business

Response:

The

customer has been refunded in full for this order.

Consumer

Response:

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

Business

Response:

Per our initial response, this customer has already received a full refund for his original order cost via his successful VISA charge-back. However, due to the fact that he returned two engines (old, broken one and new one), we also issued him credit for his old engine above what he paid for the order. We mistakenly deducted the original shipping from the core, treating that as a warranty return wherein shipping would not be covered. Our Warranties page explains that like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).However, as a goodwill gesture, we have since issued Mr. Lotridge the remaining $127.50 shipping credit. Mr. Lotridge has confirmed that this will resolve his concerns and all complaints will be closed.

Review: Hello,

I’ve encountered a situation which I consider highly unprofessional and completely unacceptable.

Recently I’ve tried to file a warranty claim with RockAuto for the brake rotors under the manufacturer’s warranty (Raybestos). The claim is filed within the warranty period and yet it was rejected on the absolutely unclear basis.

As you can see from the attached copy of communication, first time the reply was containing a bogus explanation about ‘lot rot’. But this explanation is false because as it’s commonly known that lot rot on the brakes:

1. Applicable to the cars that were exposed to prolonged storage on an open parking lot and this is definitely NOT the case with my car which was driven on a daily basis;

2. Lot rot condition on standard quality rotors is completely cured by lathing the surface. Such procedure was performed TWICE, but the condition was appearing again every time.

Based on this information I made a statement that this condition has to be the substandard quality of the material for the rotors.

But what is really outrageous is the second reply. I don’t think that I can recall any other case of such arrogant and insulting behavior. Essentially, the message as I read it says something like: ‘We won’t honor your claim because we say so! We don’t want to hear or discuss anything with a little pest like you. So, shut up and get lost!’ (Sorry for the language, but this is how it sounds).

As I understand, this is considered to be a standard RockAuto customer service conduct as my request to talk to the supervisor was ignored.

I’m sure that it’s very important that you intervene and initiate correction actions within the company to eliminate such unacceptable practices.

If any additional information is required please let me know.

Regards,

[redacted].

Re: [Ticket#101625370] Order 15884119

RockAuto Customer Service

Reply|

To:

Wed 3:38 PM

You replied on 2016-04-20 9:38 PM.

Micheal,

Again, this issue is not covered under warranty. We will not be able to proceed with any claim. Further emails requesting a claim may be closed without reply.

Thank you,

Adam B.

RockAuto Customer Service

RockAuto HELP

[redacted] wrote:

This is a defect in materials. The steel is not properly treated. Lathing the rotors last fall didn't solve the problem.

So, please proceed with the exchange.

[redacted].

From: RockAuto Customer Service

Sent: April 20, 2016 10:39 AM

To:

Subject: Re: [Ticket#101625370] Order 15884119

Micheal,

The Raybestos warranty covers defects in material or workmanship. The issue you are having with the rotors is a condition commonly referred to as "lot rot" and is not something that would be covered under warranty.

Thank you,

Adam B.

RockAuto Customer Service

RockAuto HELP

[redacted] wrote:

Hello,

I've just filed the claim for the front rotors for Buick Lesabre 2000 - Order 15884119.

I believe that for the proper consideration it will be important that you have the pictures of the parts to see the extent of damage - attached.

Also, it's worth mentioning that the rotors were installed with new brake pads from the same manufacturer - Raybestos (same order). The pads definitely have wear (approximately 50%), but are holding reasonably well, but rotors are definitely not.

The outer surfaces are not bad, but the inner surfaces are just a thick layer of glaze / rust.

Thanks,

[redacted].Desired Settlement: First of all - an apology would be nice.

Second - it would be good to see a commitment to eliminate the practice of bullying the customers.

Third - properly review my warranty claim.

Business

Response:

Mr. [redacted] purchased Raybestos rotors (#56631R) and ceramic brake pads (#H5066) from us on June 14, 2013 for his 2000 BUICK LESABRE 3.8L V6. He contacted us on April 20, 2016 to request a warranty replacement of his rotors due to rust and glaze build-up on the braking surface. We explained that only defects in material or workmanship are covered, and provided a document from Raybestos (attached) showing that the situation Mr. [redacted] was experiencing is not covered under their warranty. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Mr. [redacted]’s warranty claim has been denied by the manufacturer, so we cannot process a warranty return. No further contact is required.

Consumer

Response:

Best price I could find. Got what I wanted in new condition. Shipped as stated. No problems Would buy from them again.

I checked out the reviews for RockAuto before making any purchases and they all said pretty much the same thing, top service, great genuine parts at great prices, so I went on and ordered some parts, I live in the U.K. and I can only say the same as everyone else the service was extremely efficient and quick considering they had to send the parts overseas, would defiantly recommend them to any in the U.S. and defiantly out the U.S.

Rock auto is absolutely the best online retailer I have ever been a customer of. Prices, quality and service is commendable. A pleasure to do business with...

I'm a first time user of RockAuto the experience I got from parts to customer service was outstanding I will be back.

Excellent service and great prices. They cut the cost of my auto repair in half and I had my parts in less time than their estimate. This is the only place I shop for auto parts.

I've been ordering from Rock Auto for about 5 years now. I've never had to return anything or use customer support. I've purchased Pronto Filters, Raybestos Brakes / Rotors, Raybestos Struts, Stant Thermostats, Autolite / AC Delco Spark Plugs Wires, and Dayco and AC Delco Belts. Parts are cheap but shipping can be high. They show what items are coming from what location. I own a lot of cars so I try to order similar parts and brands to get each order shipped from the same location. I've noticed the Raybestos stuff is mostly made in China and some of it comes from Mexico. When ordering Raybestos products I try to order the highest quality part Raybestos makes for that one item. I've had no problems with any of parts from Rockauto. Their shipping is UPS ground but always seems to get to my house in 3 to 4 days.

Iheir website is easy to use, the parts I order are always the correct ones when they arrive, and they always arrive on time.

Last order quick shipping by RockAuto everything shipped as ordered finding parts not available at auto stores.
Thanks for your service.

I have used Rock Auto for both my customers and myself-
and have never had any type of problem. For service,
quality of products, and price they are top shelf.

Great parts selection, honest evaluation of quality level, reasonable price, quick delivery. RockAuto saves me a lot of time and money. Recommend to everyone!

Good prices, Delivery is a little high. Lots of items in stock others do not have.

Great place to buy your auto parts. Tons of selections and they even tell you what the part is used for and what it does. Great job to Rock auto,