ComplaintsforAutohausAZ

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I just placed an order with autohausAZ number ******* on Jan 22, 23 online around 9pm EST when they were closed.After placing order I read many complaints on them on BBB, so decided to cancel order. Then I checked their website which says order can be cancelled. First I sent them message through their web domain which said we are currently closed. Then I went to my order and tried cancelling my order within two hours of placing. But It said order cannot be cancelled. I have never experienced such that I cannot cancel order within two hours after placing it. Something is not right with their policy and system set up. I got email response to my message from them with ticket # ****** regarding my request. Why would they issue ticket # instead of just canceling my order. Calling them tomorrow will be of no use because I read complaints about long wait and no answer to multiple calls.All i want is my order be cancelled and issue full refund. I would not like to deal with someone who has lots of complaints on BBB, which I should read first, my mistake.

  Business response

  01/23/2023

  ***************************,
  
  

  Per your request, we have cancelled your order.  We are certainly sorry we were not able to assist you with your parts needs at this time but look forward to your allowing us to do so in the very near future.

   

  Kind Regards. 
  
  
  
  AutohausAZ Team
  
  Online Support Hours: Monday-Friday 7-5 MST (Arizona Time)
  
  Phone Support Hours: Monday-Friday **** MST (Arizona Time) 
  
  View Contact Information
  
  

  Customer response

  01/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************
  
   
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Payment of $349.98 was accepted and order ******* confirmed on 3/24/2022 with email from autohausAZ for part #*********** door mirror drive motor that showed "In Stock" for $326.99 at the time of the purchase. I received follow up email 3/25/2022 unilaterally cancelling the order saying it was not available; however, it appears this was done to increase the price of the part since it was listed a day later with the same part # for $691.99 and still shows as 'In Stock." This is unethical and a breach of contract since we had an agreement ; wherein, they accepted payment for a specific item at a specific price, cancelled unilaterally with a questionable explanation under the circumstances, and not offered the option to wait for the part which, they obviously still carry and apparently had available within a couple days, at a higher price. Very unethical and a breach of contract and maybe even illegal under State and Federal consumer protection laws.

  Business response

  04/04/2022

  To BBB and ****, 

   

  Our sincere apologies for this part's discrepancy. The part is unfortunately not available. We have canceled order ******* due to no available stock and have issued a full refund back to the MasterCard on file in the amount of $349.88, the part has also been removed from the catalog due to backorder. 

  P.S. Please also note for future that our inventory is purchased at different prices all the time. If we have couple of units left on the shelf- we may **** those below value to liquidate, this does not dictate future price of the goods once restocked. 

  Thank you for your business.

   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My number ************ .. stated in emails they shipped ***** they lied ****% id get packahe 6 days ago then didnt they stated they mailed 1st march ahipped package ***** ***** waited all day package not gete ***** told ne they ONLY PRINTED A LABLE NIT TURNED OACKAGE TO ***** ITS OENDING PAID FOR PART ALREADY COMPLAINED CORPORATE NO ANSWR OFFUCE SHIPS PART ******* HAS NO CALL BACK NUMVER .REGRET SHADY SEEDY OPERATION URS FACT THEY LIED TO ME IN OFFICIAL BUSINESS COMMUNICATIONS

  Business response

  03/03/2022

  *****,
  
  Order ******* was processed and shipped via ***** tracking number 567410261507, which is showing delivery date of 3/3/2022 - March 3rd, 2022. Please also note that you have selected a standard shipping method with our flat rate of $9.99. Standard shipping methods travel 4-7 business day and is stated that is an estimate. Package arriving on the 3rd, lands this delivery on time and the 5th business day in transit. 
  

  This package is on time given selected shipping method.  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a order online, and was shipped via fed ex. Fed ex doesn't deliver in this area. The one time I was able to contact someone they said if not arrived by the 28th could reship via different carrier. The order was placed on the 17th of dec now the 29th. Have been trying for 2 days to call them, but no answer. The won't answer phone or e mail.

  Business response

  12/30/2021

  We have contacted our customer and resolved the issue with the shipment. 

  
  

  Customer has not notified us of the issue with the delivery address after the order was already in transit. Package is lost as a result by FedEx courier. New order has been generated to compensate for the lost package via different courier, ************* ****. 

  
  

  Customer has direct contact to the management team should any additional issues arise. 

  
  

  Original order 2080787 - Lost by Fedex

  Replacement order 2085634 - Processing for shipment via **** *************

  
  

  
  

  
  

  Kind Regards. 

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initiated an order of 3 parts on 33/3/2021 that were shipped on 11/5/2021, I received the items on 11/11/2021. Their shipping options were flat rate $9.99 for any order under 15lbs. My items totaled 6lbs 7oz and I was charged ***** for shipping. I did not request expedited shipping. When I opened the package one item was the wrong piece (wrapping was open not by me) and would like for it to be returned. Their website states items must be returned within 30 days of of original invoice, and not be opened. I began reaching out to customer service on 11/14/2021. I waited on hold several (10) times over a couple of days, sometimes for more than 15 minutes before being redirected to leave a message with a promise of a return call within 1 business day. I have yet to receive that call. I emailed various departments available on the website ie;, customer service and returns, stating my questions and concerns. I also found a direct email of the "owner" on ****** reviews and emailed him (Dmitri). It appears that unless one posts an unfavorable review you are out of luck in getting a response. It is unclear on the website whether return shipping is covered which I was less concerned about rather that the item would arrive back in time for a refund. I finally got a response stating "indeed" the shipping costs were correct along with detailed instructions on how to return the item lifted off of the website, no answer to the open package/return. On 11/22/2021 I initiated a return which generated a blank shipping label. I requested a new label 3 more times. Finally on 11/24/2021 I got a response stating that "they do not cover return shipping on items ordered incorrectly" but I would be welcome to send it myself or they would cover the cost which would be taken out of the refund once received, none of which is clear on their website. At this point my sending the previously opened package myself would likely arrive after the 30 days resulting in no refund.

  Business response

  11/30/2021

  Autohaus Arizona Inc. has reached out to this customer, and as of 11/30/2021 at ******, the customer is satisfied and considers the matter closed. 

  Customer response

  12/01/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to receive the item in question and fully refund to my credit card the appropriate amount, if it does I will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/26/21 I purchased order #******* which was a Hela Relay Control unit plus Front Fuse Panel P/N;HL-********** the price was $245.44 expedited shipping paid for with MasterCard ending in numbers **** after receiving the part it was the wrong part sent the part back for a refund on 9/21/21 thru priority mail tracking number ********************** after not hearing from them I called and left two messages for them to contact me with no answer finally I called and was able to talk to a representative named *** who told me to give him the tracking number which I did he found the part as and said he would complete the process to refund my money he gave me his phone number to send a copy of the invoice sending the part back priority mail *** phone number that he gave is ************* i took a picture of invoice and sent it to that number. I called the company several times and left several emails which they say they would respond in one working day which as of today I havent heard from them I even texted the number the number that *** gave me in reference to my refund but never got a response. All I want his my refund they will have to contact me because the MasterCard ending in **** dont exist more that i made the purchase with I have a new card.

  Business response

  11/10/2021

  AutohausAZ (AAZ) has been serving its customers with quality brand name parts for over 25 years.  We carry a wide variety of replacement auto parts from different manufacturers. We carefully select brands that automotive enthusiasts and mechanics can trust to put on their cars. 

  We are sorry to hear that the customer was not satisfied with the part received. 

  This order was taken over the phone and the customer provided the part number and chose not to enter in the year, make and model of the vehicle the part was intended for. 

  Also, when returning the order the customer did not request a Return Authorization and therefore did not receive any return instructions

  .
  If you have parts you want to return simply follow our easy return process by selecting the relevant order and then the parts you wish to return. You can begin by selecting the order from the orders page.  Once we've received your return, conducted an inspection of the returned parts and verified that your return complies with our return policies, a refund for the returned parts will be issued
  https://www.autohausaz.com/returns-warranties

  
  To date, we have not been able to verify receipt of the returned part with the warehouse it was shipped to, but we have issued a credit for the part.  The customer will receive a confirmation email for the credit.

  Customer response

  11/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩