RockAuto

Review: On October 31, 2014, we started noticing problems with the 2006 Tahoe we had purchased in September. My step-son ordered parts from Rock Auto LLC each time we discovered a problem. The repair issues began in October and continued until March of 2015. We purchased parts totaling $8,843.00. Some of these parts had core charges associated with them. We live in Georgia and were dealing with Rock Auto LLC from Georgia. Suddenly in July, 2015, they began calling us to say that charges had not been done properly. Then in August, they said that they were reviewing core charges to try to refund any of the charges. The charges were made to my step-son's business account and, through that account to my American Express card. Instead of refunds, however, my Amex card began to be charged significant amounts beginning in August of 2015 through December of 2015 until there was a charge amount of $40,984.00. There is no way that there were $32,141.00 charges in core charges to the original parts totaling $8,843.00. Not all of these parts even have a core charge associated with them. A list of the parts purchased with prices appears below:

1.Transfer Case Control Module $400

2: 4WD ACTUATOR $485

3: water pump $100

4: radiator:$150

5: calipers $320

6: master cylinder $145

7: hydroboost $185

8: wheel bearings $50

9: ball joints $120

10: Control Arms upper and lower $448

11:hub assymblies $670

12:rotors and pads $210

13:abs control module $330

14:rear window defrost line repair $100

16:power steering pump $210

17:cv axles a/c delco $622

18: t case motor $158

19: t case over haul kit $160

20: intake manifold $530

21:throttle body $200

22: coil springs $80

23: proportioning valve $110

24: fuel pump $250

25: rear differention seal and bearing kit $150

26 Rear differention fluids $80

28: transmission filter and fluid change $100

29: shocks $350

31: new transfer case $450

32: PCM $485

33:PCM Program $360

34:Body Control Module $580

35:Sway Bar $255

I do not know which items have core charges, but I feel Rock Auto LLC has stolen money from me and, single-handedly, destroyed my credit rating by defrauding my Amex card and causing me issues with American Express. I demand that they refund the stolen money ASAP, if not sooner!Desired Settlement: I demand that Rock Auto LLC go back and review all of the charges which they made through the [redacted] Guns or Backyard Sports and Outdoors merchant account from October 31, 2014 through December, 2015. Using the list shown above, they should total core charges along with the above listed charges and send me a check for the stolen money over and above this amount. Or, if they cannot go back through their records, I demand a settlement of half of the $40,984.00 amount to assist me in paying back American Express and restoring my credit rating. Half of the $40,984.00 would be $20,492.00.

Business

Response:

We are sorry to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.

First place I check for any auto parts I need. Great service and prices.

Review: I had ordered a part from this business as per usual and was given a date for delivery of Dec. 3, 2014. Early the morning of the anticipated delivery I received an email from the shipper (FEDEX) that there had been a change in the delivery address. I immediately contacted FEDEX and the informed me that the change had come from the shipper (Rock Auto) and instructed me to contact them. I proceeded to contact the shipper and was rudely told that it didn't come from them and to re-contact FEDEX. I again call the shipping service and inform them that the original address was the proper one. FEDEX then goes on to make the necessary change to ensure it was headed to the correct address and would require an additional day for delivery. The next morning I again check on the tracking information and the address has again been changed to an incorrect address. Again I call to correct the issue when FEDEX claims the address change again has come from the shipper, Rock Auto. I call Rock Auto and receive the worst customer service agent known to man. He all but calls me a liar and says that it didn't come from them and I must be mistaken about what FEDEX has repeatedly told me. At this point I am infuriated at the lack of respect that I have received and I ask for a refund. This is when the Rock Auto Agent tells me he can't do anything for me and that I'll need to wait 48 hours before they will speak to me about a refund of my money. Even though I had paid for shipping that was to be delivered the day before. That is 4 days beyond when I was supposed to have my daily driver up and going. Thanks Rock Auto you might have cost me my job, at Christmas time, with your seriously poor business practices and horrible customer service.Desired Settlement: I want a full refund of my purchase and public acknowledgement of how badly your customer service dropped the ball potentially causing someone to lose their job.

Business

Response:

After further investigation, FedEx

reported that they were responsible for changing the delivery address

and delivered to an incorrect location without our knowledge. We

apologize for any inconvenience caused by the carrier's mistake. Per

the customer's request, he has been refunded in full for this order.

Review: Parts( 4 spark plug tube seals) missing from resealed parts package containing numerous other pieces in the VG VS50343 Valve Cover Gasket Set shipped to me. Shortage not noted until time to install second 1/2 of the valve cover set(V-8 Engines have two separate valve covers, one on each side of the engine). Note, first half of the set installed and all engine components reinstalled on/above the driver's side valve cover. The noted shortage(s) prevented the installation of the valve cover gaskets/seals on the right side of the same engine.

Note: 11 different parts ordered/shipped; all part numbers on containers verified as received on 11/26/2014.. No packages opened to verify content internal/unseen content.

Phoned [redacted] Rock Auto (###-###-####) to request shortage be shipped to me, buyer. He advised the seals were expensive and I would have to remove all the parts previously installed parts and return them for replacement and that it was my fault for not counting all the numerous pieces within the kit before beginning. I explained that it was unreasonable to disassemble an engine and remove new parts just to secure a shortage that occurred within his business.Desired Settlement: All I request is the 4 spark plug tube seals that were shorted in the VG VS50343 Valve Cover Gasket Kit be shipped to me so I can have the repair completed as quickly as possible

Business

Response:

We apologize for

the missing parts. The four missing seals are being shipped to the

customer at no cost, as he requested.

Review: On 10/28/2015, I ordered a Valeo Clutch Kit (part number 53302013 which includes a flywheel, clutch disc, pressure plate, throwout bearing, and pilot bearing) from Rock Auto. I have ordered many times in the past without incident. I received the product as expected a few days later and at that point scheduled the clutch kit to be installed with my local Ford dealer (certified Ford technician). The clutch kit was installed on my truck on 11/18/2015 and immediately after receiving the truck back, I noticed it had a significant vibration at idle. I was not concerned at first but went ahead and called Rock Auto to see if there were any other complaints and if they would pay for another clutch kit to be installed since this one seemed to be defective. The next day, 11/19/2015, I contacted the manufacturer of the clutch kit, Valeo, to see if there were complaints of a vibration on this particular part number. I was told by Watkins at Valeo that my truck had a dual mass flywheel and the one I received was an upgraded being a solid mass flywheel. He stated there may be some vibration. At that point, I contacted my local Ford dealer again and explained that there was a vibration and I had contacted Rock Auto and Valeo concerned. My local Ford dealer said this was not a dual mass flywheel, it was a solid flywheel that was removed and replaced with the same (part from Rock Auto / Valeo). The dealer asked me to come back in to verify the complaint and see what could be done. I took my truck back on 11/20/2015 to the dealer and the Ford certified technician confirmed the clutch kit was out of balance in some form. They recommended removal and installed of the Ford brand. I went ahead and set this up for next week, 11/25/2015. The cost to install the Rock Auto / Valeo clutch kit at the Ford dealer was $745.00 and now I will have to spend that amount again plus the cost of a Ford clutch kit. At that point, I contacted Rock Auto to explain the situation and was told by the representative that Rock Auto would provide a replacement part but not pay for the labor charged by my local Ford dealer.

The point is, I paid Rock Auto for a product (clutch kit $505.79) in good faith that I would receive and have my local Ford dealer install a good product. The fact that I paid for a defective clutch kit and now will be responsible for the labor to install a second clutch kit is not acceptable.

If you follow RockAuto's warranty details http://www.rockauto.com/docs/warranty.php and scroll down to the manufacturer which is Valeo, the is a statement made they labor will be reimbursed for defective components. I feel that RockAuto should accept the clutch kit back and give me a full refund plus reimburse me for the labor I paid the local Ford dealer to install the defective clutch kit. I should pay for one installation of a clutch kit but RockAuto should be responsible now since I made a large purchase with them in good faith that I would receive a defect free product.Desired Settlement: I feel that RockAuto should accept the clutch kit back, cover the shipping costs back to them, and give me a full refund plus reimburse me for the labor I paid the local Ford dealer to install the defective clutch kit. I should pay for one installation of a clutch kit but RockAuto should be responsible now since I made a large purchase with them in good faith that I would receive a defect free product.

Business

Response:

We apologize for the trouble Mr. [redacted] experienced on this order. We did mistakenly advise that the manufacturer would not consider claims and are sorry for that misinformation. We are now pursuing a claim with Valeo for the installation costs he incurred and will be following up with Mr. [redacted] directly to let him know what, if anything, the manufacturer is willing to do. As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product.

Consumer

Response:

M

super fast and everithing is fine ,thank you

Excellent prices, excellent customer service. A true asset to the auto repair community.

After finding that the shipping costs are still low I accepted to receive 5 shipments instead of 1.
And the question of how VAT is managed by Swedish customs when ordering from a site with a UK adress and shipping from US were answered by Custumer service with in 15 minutes which is faster than I´m used to from orthers.
So far everything been great and the amount of items is impressive, if everything I orded will arrives as promised this is a company I will buy from again.

everything that I've ordered so far has been correct and delivered faster than I expected, the prices are great on most things also. I'm using them more and partsgeek less everyday!!

I have used RockAuto several times, they have been very prompt and specific on what I have ordered.

Fast shipping. Decent pricing. Easy to navigate online catalog. One stop shopping for all the car parts I need.

After waiting 5 days for the compressor I ordered, it killed the doide in my car. Another 5 days of waiting to get the doide, of which they sent me was wrong. After a week and a half of searching for the right doide, after running tests only to find out that the compressor they sent me was bad. After a long process of searching and diagnostics, I did not have the time to wait another 5 days I ordered a brand new compressor from my local parts dealer for only $50 more than the reman [redacted] they sent me. Now they refuse to refund me on the $211 compressor. BUYER BEWARE!!!

Review: I ordered a part for my car. I needed it on the day it arrived but it was the wrong part. I needed it because without it, my car won't run and I am already late getting home from a long business trip. They got the part numbers mixed up and I ended up with a part that doesn't even go to my car at all. RockAuto won't even pay for return shipping.Desired Settlement: I don't think I should have to pay for return shipping on a product I never even payed for. I'd like a full refund and free shipping for the return of my previously stated purchase and free overnight shipping on my next purchase (which has already been placed) of the same part.

Business

Response:

After submitting this complaint, the

customer spoke with our representative who provided a prepaid return

label and return instructions for a full refund.

I have ordered from Rockauto many times. OEM parts and quality aftermarket parts are available here at unbeatable prices. And if you're just looking for the cheapest budget parts, well you can get those too. Orders always shipped quickly, usually same day if ordered earlier in the day. Rockauto.com is an excellent resource, as well. What's not to love?

Half off most retailers - same parts
Quick and easy finder

They found a part that none of the local parts stores could locate.

They are the best ?? so far haven't failed me yet!

I have used Rock Auto for over 5 years to supply parts for my personal vehicle. The shipping has always been fast and accurate, communication is excellent and the few times I have had to call Customer service, the experience was pleasant and the Rep was able to handle my question/issue immediately.

I think their selection is great. Finding the right part takes just a few clicks, everything is so easy to find. Not to mention the prices are more than fair and reasonable. I have used them for at least five different cars. It makes you want to take things apart and repair them just to use the site.

Review: I ordered auto parts from rock auto, 2 motor mounts and valve cover grommets. grommets and driver side motor mounts are the wrong parts.

I called for a refund of the whole order, because its going to cost over $500 to have the engine pulled again, because they shipped the wrong parts

While on the phone with the customer service, the lady was being rude and hung up on meDesired Settlement: I would like my order of 89.38 to be refunded. because of rock auto's error, I have to spend more money to fix there problem

Business

Response:

This

customer ordered 5 parts on this order. Of those 5 parts, he ordered

two valve cover grommet seals -as our listing specifies- but needed

valve cover grommets. We shipped what he ordered, but he does not

need the parts. As our Help

page explains, 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. The customer can use the

return instructions previously provided to return these seals for a

refund.

He

also ordered 3 motor mounts, one of which he previously reported does

not fit his vehicle and for which he has return instructions and a

prepaid FedEx label for return. We don't pay shipping unless we make

a mistake. Since the customer seems to have ordered correctly but we

shipped what he ordered (and what the manufacturer specifies will fit

this application), we agreed to cover the return shipping costs for

him for this part. If there are other parts that do not work for him

from this order he's welcome to report and authorize the appropriate

returns through our Order

Status and Returns page. 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 do not cover

reimbursement of labor costs, shipping costs or other expenses

(http://www.rockauto.com/docs/warranty.php).

When

the customer contacted us, he asked to be refunded in full for the

order without returning the parts. We declined his request for a

refund without return, but explained that he can be refunded for

items that are returned. When the customer screamed and swore at our

representative, she informed the customer that without respectful

communication she would need to end the call. When the customer

failed to communicate in a respectful manner, she ended the call

rather than continue to be verbally abused.

Consumer

Response: