Smart Parts Automotive, Inc.

I searched all over the internet after checking locally. Everyone wants a fortune to replace and install a new tranny. I decided to a save myself a couple grand and do it myself. I'm one of those that doesn't like to buy something as expensive and important on line without seeing it. Smart Parts Auto were such a reasonable price that it made me a little skeptical but I took a chance. My 42RLE transmission not only came in a timely manner but they helped me get it delivered right in front of my Jeep in my garage. If I have any engine or transfer case issues. I know who I'm calling !

Final Consumer Response / [redacted] (2000, 7, 2015/06/29) */ Finally received my product days laterThe sales manager had to have another transfer case built, and shipped itSales manager delivered on everything she promised, but the return shipping charges for the hassle and headache we had to go through with the salesman, I am happy with the product, but I will not be a return customer for any parts due to the hassle and headache and being led on and having a terrible salesmanOverall, the sales manager was extremely polite and professional, but not being refunded the shipping on the original transfer case that was lost in translation, and receiving (so I'm told) another transfer caseWho knows if it was the original one and I was lied to, or if they had to really build another oneOverall, beware of the headaches in dealing with their sales team, and expect your product weeks after the promise date

Initial Business Response / [redacted] (1000, 8, 2015/12/15) */ Mr [redacted] , we understand that you were frustrated by the possible warranty on your vehicleUnfortunately, we were working towards a resolution with you, while our head builder was on vacationAs we had explained to you over the phone, we needed to look at the notes from the build in order to best help youWe appreciate that you gave us the opportunity to work with you and explain to you why the transmission was not a warrantyWe truly appreciate your business

Since receiving this notification I have had a chance to speak to Mr [redacted] and clear up all this unfortunate miscommunication and misunderstandingBelow is a brief recap of our conversation.On 08/01/16, Mr [redacted] returned my call after I had made several attempts to contact him by phone and by emailOnce we spoke I explained to him that I completely understood why he was confused and frustrated with us but as I explained to him it was miscommunication, bad timing and a misunderstanding but I wanted to clear all of that up for him so that he knew we weren't just out to take his money.I explained that as of July 1st all of our automatic prices have gone up even though some of our webpages pages may not reflect that because we are still in the process of updating our entire websiteI also ensured him we would follow up with whoever he spoke to on the 11th to make sure that vital information is shared with the correct people to prevent situations like thisI also explained that we were out of cores for his vehicle but we receive them all the time from customers who are sending there's back for the core depositIf we receive one that we know we can use for a customer (that is send there's in due to lack of available cores), we try to quickly build him one and send it out to cut down on the vehicle down timeIn this they should have called him first to confirm instead of just sending it to himI finally explained that if I wasn't on vacation I probably could have handled this sooner but unfortunately I didn't find out about this situation until this past Monday.Once I explained all this to him he said it made more sense and he even apologized for getting so upset in the Revdex.com letter and through emailI told him it was completely understandable and that we just wanted to get his money back to him as quickly as possible.The only issue now is that he needs to contact his credit card company about the charge back and see if he can get it canceled so he doesn't accidentally get refunded twiceHe said he would contact the credit card company and cancel the request so that we can then refund him for the full amount immediately.I'm currently waiting for his follow up to see what we need to do but this situation will be solved within the next few days with both parties remaining on good terms after resolving this situation.If you have any questions please feel free to contact me directly at [redacted] , ask for Adam.Thank you.? ? ? ? ?

Final Consumer Response /* (2000, 7, 2015/06/29) */
Finally received my product days laterThe sales manager had to have another transfer case built, and shipped itSales manager delivered on everything she promised, but the return shipping charges for the hassle and headache we had to
go through with the salesman, I am happy with the product, but I will not be a return customer for any parts due to the hassle and headache and being led on and having a terrible salesmanOverall, the sales manager was extremely polite and professional, but not being refunded the shipping on the original transfer case that was lost in translation, and receiving (so I'm told) another transfer caseWho knows if it was the original one and I was lied to, or if they had to really build another oneOverall, beware of the headaches in dealing with their sales team, and expect your product weeks after the promise date

Since receiving this notification I have had a chance to speak to Mr*** *** and clear up all this unfortunate miscommunication and misunderstandingBelow is a brief recap of our conversation.On 08/01/16, Mr*** returned my call after I had made several attempts to contact him by phone and by
emailOnce we spoke I explained to him that I completely understood why he was confused and frustrated with us but as I explained to him it was miscommunication, bad timing and a misunderstanding but I wanted to clear all of that up for him so that he knew we weren't just out to take his money.I explained that as of July 1st all of our automatic prices have gone up even though some of our webpages pages may not reflect that because we are still in the process of updating our entire websiteI also ensured him we would follow up with whoever he spoke to on the 11th to make sure that vital information is shared with the correct people to prevent situations like thisI also explained that we were out of cores for his vehicle but we receive them all the time from customers who are sending there's back for the core depositIf we receive one that we know we can use for a customer (that is send there's in due to lack of available cores), we try to quickly build him one and send it out to cut down on the vehicle down timeIn this they should have called him first to confirm instead of just sending it to himI finally explained that if I wasn't on vacation I probably could have handled this sooner but unfortunately I didn't find out about this situation until this past Monday.Once I explained all this to him he said it made more sense and he even apologized for getting so upset in the Revdex.com letter and through emailI told him it was completely understandable and that we just wanted to get his money back to him as quickly as possible.The only issue now is that he needs to contact his credit card company about the charge back and see if he can get it canceled so he doesn't accidentally get refunded twiceHe said he would contact the credit card company and cancel the request so that we can then refund him for the full amount immediately.I'm currently waiting for his follow up to see what we need to do but this situation will be solved within the next few days with both parties remaining on good terms after resolving this situation.If you have any questions please feel free to contact me directly at ***, ask for Adam.Thank you

Initial Business Response /* (1000, 8, 2015/12/15) */
Mr***, we understand that you were frustrated by the possible warranty on your vehicle Unfortunately, we were working towards a resolution with you, while our head builder was on vacation As we had explained to you over the phone,
we needed to look at the notes from the build in order to best help you We appreciate that you gave us the opportunity to work with you and explain to you why the transmission was not a warranty We truly appreciate your business

Initial Business Response /* (1000, 16, 2015/11/09) */
***,
We are pleased to hear that you are satisfied with the information that we provided you with regarding your transmission and the bypass cooler installation Once we evaluated your transmission, we replaced the forward planetary,
gaskets, seals, filter and replaced the converter with an HD converter at no cost to you The transmission was then run through the Dyno and shipped to you at no charge We did not find any indication that the transmission failed due to faulty parts or production We apologize for the delay in our third party freight company's pickup Thank you for allowing us the opportunity to work through this concern with you
Initial Consumer Rebuttal /* (3000, 18, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Amy called me to talk about the case and asked me to send the service bill to her so I did txt and email them to herShe said she had my service records of what they replaced and would get them to me and never seen themThen I heard nothing I guess I was under the impression she was going to take care of the service bill to swap them out and I could be satisfied with things and end claimBut then 4-weeks later got a email asking if it was my first warranty and to send the service bill to her againThey say something then never follow throughThe first time we spoke I guess I was under different impression of what they was going to do then backing out of it
Final Business Response /* (1000, 24, 2015/12/15) */
Mr***,
The reason that the warranty manager requested your labor bills was to better investigate the situation with your transmission We were looking to see if a cooler had been installed as per the warranty guidelines We apologize for the misunderstanding Our warranty does clearly state that we provide the repair or replacement of the part In your case, we did much more than this Considering it was not deemed to be a viable warranty, we still chose to repair your transmission (you were provided with a detailed list of the repairs as well as a phone call explaining why your transmission failed) and shipped it back to you at our cost The e-mail that you sent to me thanked me for the better understanding and in fact, stated that you were satisfied Please understand that our company went above and beyond for you in this case Thank you for your business

Since receiving this notification I have had a chance to speak to Mr*** *** and clear up all this unfortunate miscommunication and misunderstandingBelow is a brief recap of our conversationOn 08/01/16, Mr*** returned my call after I had made several attempts to contact him by
phone and by emailOnce we spoke I explained to him that I completely understood why he was confused and frustrated with us but as I explained to him it was miscommunication, bad timing and a misunderstanding but I wanted to clear all of that up for him so that he knew we weren't just out to take his money.I explained that as of July 1st all of our automatic prices have gone up even though some of our webpages pages may not reflect that because we are still in the process of updating our entire websiteI also ensured him we would follow up with whoever he spoke to on the 11th to make sure that vital information is shared with the correct people to prevent situations like thisI also explained that we were out of cores for his vehicle but we receive them all the time from customers who are sending there's back for the core depositIf we receive one that we know we can use for a customer (that is send there's in due to lack of available cores), we try to quickly build him one and send it out to cut down on the vehicle down timeIn this they should have called him first to confirm instead of just sending it to himI finally explained that if I wasn't on vacation I probably could have handled this sooner but unfortunately I didn't find out about this situation until this past MondayOnce I explained all this to him he said it made more sense and he even apologized for getting so upset in the Revdex.com letter and through emailI told him it was completely understandable and that we just wanted to get his money back to him as quickly as possibleThe only issue now is that he needs to contact his credit card company about the charge back and see if he can get it canceled so he doesn't accidentally get refunded twiceHe said he would contact the credit card company and cancel the request so that we can then refund him for the full amount immediatelyI'm currently waiting for his follow up to see what we need to do but this situation will be solved within the next few days with both parties remaining on good terms after resolving this situationIf you have any questions please feel free to contact me directly at ***, ask for AdamThank you

Since receiving this notification I have had a chance to speak to Mr*** *** and clear up all this unfortunate miscommunication and misunderstandingBelow is a brief recap of our conversation.On 08/01/16, Mr*** returned my call after I had made several attempts to contact him by phone and by
emailOnce we spoke I explained to him that I completely understood why he was confused and frustrated with us but as I explained to him it was miscommunication, bad timing and a misunderstanding but I wanted to clear all of that up for him so that he knew we weren't just out to take his money.I explained that as of July 1st all of our automatic prices have gone up even though some of our webpages pages may not reflect that because we are still in the process of updating our entire websiteI also ensured him we would follow up with whoever he spoke to on the 11th to make sure that vital information is shared with the correct people to prevent situations like thisI also explained that we were out of cores for his vehicle but we receive them all the time from customers who are sending there's back for the core depositIf we receive one that we know we can use for a customer (that is send there's in due to lack of available cores), we try to quickly build him one and send it out to cut down on the vehicle down timeIn this they should have called him first to confirm instead of just sending it to himI finally explained that if I wasn't on vacation I probably could have handled this sooner but unfortunately I didn't find out about this situation until this past Monday.Once I explained all this to him he said it made more sense and he even apologized for getting so upset in the Revdex.com letter and through emailI told him it was completely understandable and that we just wanted to get his money back to him as quickly as possible.The only issue now is that he needs to contact his credit card company about the charge back and see if he can get it canceled so he doesn't accidentally get refunded twiceHe said he would contact the credit card company and cancel the request so that we can then refund him for the full amount immediately.I'm currently waiting for his follow up to see what we need to do but this situation will be solved within the next few days with both parties remaining on good terms after resolving this situation.If you have any questions please feel free to contact me directly at ***, ask for Adam.Thank you.? ? ? ? ?

Final Consumer Response /* (2000, 10, 2015/06/09) */
I have spoken to the company which I'm satisfied to say you can pull the compliant down as they have met my request of the return. Thank you

Initial Business Response /* (1000, 8, 2015/12/15) */
Mr. [redacted], we understand that you were frustrated by the possible warranty on your vehicle. Unfortunately, we were working towards a resolution with you, while our head builder was on vacation. As we had explained to you over the phone,...

we needed to look at the notes from the build in order to best help you. We appreciate that you gave us the opportunity to work with you and explain to you why the transmission was not a warranty. We truly appreciate your business.

Initial Business Response /* (1000, 8, 2015/12/15) */
Mr. [redacted], we understand that you were frustrated by the possible warranty on your vehicle. Unfortunately, we were working towards a resolution with you, while our head builder was on vacation. As we had explained to you over the...

phone, we needed to look at the notes from the build in order to best help you. We appreciate that you gave us the opportunity to work with you and explain to you why the transmission was not a warranty. We truly appreciate your business.

Final Consumer Response /* (2000, 7, 2015/06/29) */
Finally received my product 20 days later. The sales manager had to have another transfer case built, and shipped it. Sales manager delivered on everything she promised, but the return shipping charges for the hassle and headache we had to go...

through with the salesman, I am happy with the product, but I will not be a return customer for any parts due to the hassle and headache and being led on and having a terrible salesman. Overall, the sales manager was extremely polite and professional, but not being refunded the shipping on the original transfer case that was lost in translation, and receiving (so I'm told) another transfer case. Who knows if it was the original one and I was lied to, or if they had to really build another one. Overall, beware of the headaches in dealing with their sales team, and expect your product weeks after the promise date.

Initial Business Response /* (1000, 16, 2015/11/09) */
[redacted],
We are pleased to hear that you are satisfied with the information that we provided you with regarding your transmission and the bypass cooler installation. Once we evaluated your transmission, we replaced the forward planetary,...

gaskets, seals, filter and replaced the converter with an HD converter at no cost to you. The transmission was then run through the Dyno and shipped to you at no charge. We did not find any indication that the transmission failed due to faulty parts or production. We apologize for the delay in our third party freight company's pickup. Thank you for allowing us the opportunity to work through this concern with you.
Initial Consumer Rebuttal /* (3000, 18, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Amy called me to talk about the case and asked me to send the service bill to her so I did txt and email them to her. She said she had my service records of what they replaced and would get them to me and never seen them. Then I heard nothing. I guess I was under the impression she was going to take care of the service bill to swap them out and I could be satisfied with things and end claim. But then 4-5 weeks later got a email asking if it was my first warranty and to send the service bill to her again. They say something then never follow through. The first time we spoke I guess I was under different impression of what they was going to do then backing out of it
Final Business Response /* (1000, 24, 2015/12/15) */
Mr. [redacted],
The reason that the warranty manager requested your labor bills was to better investigate the situation with your transmission. We were looking to see if a cooler had been installed as per the warranty guidelines. We apologize for the misunderstanding. Our warranty does clearly state that we provide the repair or replacement of the part. In your case, we did much more than this. Considering it was not deemed to be a viable warranty, we still chose to repair your transmission (you were provided with a detailed list of the repairs as well as a phone call explaining why your transmission failed) and shipped it back to you at our cost. The e-mail that you sent to me thanked me for the better understanding and in fact, stated that you were satisfied. Please understand that our company went above and beyond for you in this case. Thank you for your business.