ComplaintsforParts Authority Warehouse

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $300.00 worth of items that they are refusing to allow my aide or mechanic to pick up.

  Business response

  06/10/2022

  I write to respond to the complaint in BBB case #********.  Parts Authority has processes in place that protect the customer and the company.  Since we started giving our customers the ability to order online and pick up their orders at a specific store location, we have experienced an excessive amount of fraud.  To protect against fraud, we have a policy in place that requires the person that orders the parts and pays online must be the person who picks up the parts, and has a valid ID that matches the name on the credit card.  We have this policy posted by the pickup counter.

  In this case, the customer sent her mechanic to pick up the parts she ordered online.  Pursuant to the above-referenced policy, we refused to give the mechanic the parts as his ID did not match the credit card that was used to pay for the parts.  The customer then called the store and explained her challenge of making it to the store with the proper ID.  Again, one of our goals is to protect the customer from fraud.  We gave the customers the following options to complete her purchase:

  1.       The mechanic could bring cash to pay for the parts since the method of payment was a debit card.  The customer stated, “I do not trust my mechanic.”

  2.       The customer could be driven down to the store and an associate of Penny Pincher would bring all the paperwork to the car and finalize the transaction.  The customer objected to this option because of the long drive from her home to the store to pick up the parts.

  3.     Finally, we suggested a closer store to her house and that store could process the paperwork at her car there.  The customer also declined this option.

   

  After we were unable to work out a solution that would conform to our policy, protect the customer and the company, we credited the customer’s credit card the full amount of the original purchase.

   

  **** ****
  ***** ********* *** **** ******* ******* ******* **** ************ *** ************

  Customer response

  06/13/2022

  That is not my problem. ADA says they can't go into contracts that would discriminate and essentially it's discrimination to limit a person who's disabled. I also offered proof of identity.

*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. ↩