RockAuto

Review: I bought a alternator from this business on 5-1-15 and ever since it has been on my vehicle it has been making a loud noise and my local shop told me the bushings r going out and when I contacted the company on 6-28-15 the want me to either buy a new one n they would refund the amount after they get the old one bk which I do not have the money to do that. or they want me to take the old one off n send it to them n once they get it they will send the new one out to me which I can not do either as I work 5 days a week n my wife has dr. appts and this is the only vehicle we have and my vehicle would b down for 3 or 4 days.Desired Settlement: I would just like to get a replacement alternator without being out any money or without a vehicle.

Business

Response:

The options the customer has outlined

are the available replacement options under the manufacturer's

warranty. We sympathize with the customer's financial situation, but

as a business we are unable to send out a new radiator without

payment for it. We require either a return in transit to us or a new

order placed through the website if he chooses to proceed with either

warranty replacement option.

Consumer

Response:

Review: I purchased an item through the website www.rockauto.com in which the item did not fit. I returned the item at my cost and ask for a full refund. I was refused. I disputed a partial charge amount for shipping through my credit card company in which I stated my claim. The credit card company agreed that I was not in the wrong. The business was charged back. I presumed the issue was resolved at this point until I tried to make another purchase. The business attempted to charge my card, but did not finalize the process. I received an email and note on my account to call. After speaking with a representative, they stated I owe them a balance of roughly twenty dollars. I do not feel that I owe the business any money.Desired Settlement: I believe my account should not incur a balance due to any chargebacks that have occurred. I should not have to owe the business any money.

Business

Response:

Mr. [redacted] bought brake rotors, and later returned them. The warehouse that received the return found the rotors been installed, and finish of these rotors was chipped off. We mention in our return policy that we can't accept returns of parts that have been installed, and we let him know that we wouldn't be able to refund. He charged us back - which left us with rotors which we cannot resell, and without payment from him. If he would like do business with us again, we're happy to sell him more parts. But we think it is reasonable to first ask him to repay the amount that we lost due to his actions the last time we did business with him.

Consumer

Response:

Review: I purchased a pair of MotorCraft Rotors and pads on Apr. 23rd and installed a few days later. During that time and until recently as of late August to now as it has got worse with each passing day as I feel vibrations in the steering wheel when I apply the brakes at a high rate of speed. I drive 80 miles a day via the hwy. Now I went to a ACE mechanic to check the brakes out and they stated all components are working fine but the rotors are definitely bad. There is no need to machine them when it ill probably come right back. This is when I decided to reach out to RockAuto. I have been given the textbook answer as to why my warranty request does not qualify, despite the information I have provided them. All I am asking for since they have warranty for the parts they sell is to provide me a new set for the money I spent. There is nothing on there site that would prevent them from sending me new rotors. I have been in contact with RockAuto about this issue and all I received back were technical responses which I would agree with if they fit my situation. I would not be writing to you if this were the case. Just so you, I also ordered my back brakes from them as well even during this process thinking they would not have an issue with sending me replacements.Desired Settlement: To have the company honor their warranty instead of not satisfying a valued customer.

Business

Response:

This

customer purchased rotors in April. In September, he reported that

“Since I put these roto[r]s on back in April, as of this

month they have become warp[ed].”

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. We explained that while

Motorcraft offers a 24 month, 24,000 mile warranty on their products,

that warranty covers defects in workmanship or material but not

“warping.” We went on to explain that the problem he described

(“warping”), otherwise known as disc thickness variation (DTV),

is caused by other problems in the system such as excessive runout

after installation, overheating, or faulty calipers, but it is not

caused by defects in the rotors themselves (and is thus not covered

under the manufacturer's warranty). DTV can be remedied by having the

rotors machined by a shop or replaced entirely. We did recommend

inspecting the calipers first to ensure they were not the cause of

the issue, and we're glad to hear the customer found the calipers

were not the problem. Since the manufacturer's warranty does not

cover the problem the customer is describing, no warranty replacement

is available.

Consumer

Response:

I already informed the business there was nothing wrong with my brake components, yet there claim is still my brake components are the problem. So they need to provide me a better response is ce they cannot really tell me if these rotors are defective.,

Review: I returned 2 wheel caps for my truck they did not fit. this was 2 months ago they refuse to give me a refund.Desired Settlement: I would like a refund instead of the run around I have gotten for 2 months.

Business

Response:

In

the return instructions the customer used to return these products,

we state:

“After

you've shipped the package, please enter the tracking number on our

Order Status page (http://www.rockauto.com/orderstatus/)...If

you are unable to enter the tracking number online, please contact us

with your tracking number for assistance.”

The

customer did not enter return tracking information online, nor did he

contact us about entering return tracking information, and when asked

for it he is unable to provide it. The return location never received

these parts back. Without valid tracking information, we have no idea

where these parts are (still with the customer, lost by the carrier,

sent to the wrong location, etc.). Since we can not refund for

something we never received back, no refund is due.

Consumer

Response:

Review: I ordered several parts from RockAuto in order to repair some damage to my car. My ticket number is 101337869, and my order number is 39318377. Upon arrival some of my parts I noticed the parts were poorly packaged, with no filler within the open boxes. I had inspected the parts as best as I could without fully unpacking the boxes, and removing everything from their packaging, and all looked to be in good shape. So I signed for receipt. Once I began unpacking my purchase, and removing all parts from the packaging I discovered that a crucial part had a huge crack in it. It managed to mate up perfectly, so at a passing glance it is not noticeable, however it rendered the part useless. I contacted RockAuto the very next day about the damaged part to get started on having a replacement sent out. This was on 12/05/15. I took photo's of the packaging, the damaged part, and even took the damaged part to a body shop and had it declared unserviceable. I sent all this information to RockAuto customer service. I have contacted these folks constantly through the past 4 months, and the last bit of real information I got was that the company could not replace the part, and if I needed that part that I would have to order it again, and that the shipper would decide if I received any refund at all.Desired Settlement: I received a part that through no fault of my own I cannot use from RockAuto. The desired result from this action is I would like the company to either send me a new part at their cost, or refund my complete cost for this part including shipping. The fact that they told me I would have to purchase another part, is outrageous to me especially when it was through the negligence of their selected freight company, or themselves that I received a broken part that was completely unserviceable.

Business

Response:

Mr. [redacted] ordered 6 body parts that were shipped via truck freight, due to their size and weight. Delivery of a truck freight shipment is a more formal, and legally binding, process than delivery of a small package (which FedEx or USPS may leave in a mailbox or a front porch). Truck freight shipments are delivered by appointment and require the recipient’s signature. Because that signature represents a transfer of responsibility from the carrier to the customer, our order confirmation (attached) for these shipments warns, “all parts should be unwrapped and inspected before signing for the delivery.” A similar message appears on the Bill of Lading sent with the shipment.When he signed for the shipment, Mr. [redacted] released the carrier from liability for any damage. When he notified us the next day that the bumper cover support had been damaged, we explained that we can assist him in filing a claim with the carrier, but claims take up to 120 days to process and may be denied at the carrier's discretion (per attached regulation).Mr. [redacted] sent us photos of the damage as well as an estimate for repair, and we filed a claim in December on his behalf. We are sorry it took so long for the carrier to process the claim, but they told us at the beginning of March that they would pay $64.79 for the damaged bumper cover support (the purchase cost of the part). We passed that refund on to Mr. [redacted] on March 2, 2016. We cannot ship a new part to him on his old order, but he can place a new order at his convenience.

Great site for my parts for less than half retail price

Nice and easy way to order out of the US.

Good prices and selection. Quick shipping.

Awesome service really fast shipping!!!!!!!!!!!

I have placed several orders through Rock Auto, and have gotten the BEST prices available, and probably the fastest service and shipment available. So far. so good. I am a Rock Auto customer until further notice!!
Thanks,

Easy to locate the part I needed and to select from among the several alternatives available. As I continued shopping Rock Auto updated my cart and removed an item that was not in stock - saved me the hassle of having to find out at the end of the ordering process or even worse, get a notice later that the part is back ordered. The excellent photos allowed me to compare my used part that needed replacing with their offerings to ensure I was ordering the right part. An altogether enjoyable and efficient process.

Always a great price, and the right part. I purchased a transmission, could not be happier. Saved $1000 by using rock auto. I work part time for a very large.auto parts house, I still save money using rock auto.

Awesome shipping time from the states to Canada. Easy to order, even for some females..;lol

Great web ordering site. Wider selection of manufacturers than my local auto parts stores. I especially like the 'you might need these additional parts and tools' options. Great for the backyard mechanic! Way to go guys.

Been buying parts from Rock Auto for over a year now and would never buy parts anywhere else. I tell all my friends about them. Their customer service is excellent with any errors corrected swiftly and hassle free. I have only had one error which was corrected quickly with no issues. Its a pleasure to work with this company and their great prices and quality

Very pleased. All orders were shipped as quickly as stated and no damaged parts or boxes. Every part ordered arrived within the ETA which means RockAuto has a life long customer now. Thanks for saving me cash and building a trustful relationship by doing exactly what your site claims you will do! That's hard to find in this "quantity over quality world of ours" Keep up the Great work!

I've never had a problem with any orders. Excellent parts at great prices. This is where I shop.

Good prices fast delivery a great customer service, what else can you ask for.

I have been dealing with Rock Auto for just over 2 months and have been very satisfied with orders received, and speed of shipment. Their prices and selection are excellent. Even adding in shipping expense, items are considerably less costly than the local parts stores. I especially like the fact that when searching for a part, you get a menu of items to choose from. In other words various manufacturers and prices. I haven't had to make any returns, but did have a question with regards to possibly needing to so. I received a satisfactory email reply within 48 hours.

great service, quality parts and great prices