ComplaintsforAdvanced Auto Parts

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a battery from this shop in December 2021 with an automatic 2-year warranty that I couldn't remove. Yesterday, my battery died and I went to charge it up at ***************************************************, *********, ** *****) I dropped it off around 9:00 a.m. and it was supposed to be left there for at least 7 hours being charged up, and I went and picked it up about 11 to 12 hours later at about 9:30 p.m. I retrieved the battery after being charged for 12 hours and I placed it in my passenger side floor in my other vehicle. It spent the night there because I was going to install it in the morning so I could use my truck. In the morning I got the battery out of the passenger side floor inside the vehicle, and installed it correctly into my truck. When I tried to start it, the battery failed and did not start my truck, the battery was dead. I am disabled and I cannot walk and I need a good battery to start my good truck. I had to call AAA and have a jump start and the battery was still dead once the my car was started but it was supposedly charging in my truck system. I drove to AutoZone to have the battery tested and I had it tested also at ********** in *********. I drove to advance Auto parts to get it replaced with the warranty solely because I had charged it for 12 hours and after the fact that I had charged it, it did not start my truck. The store manager there was very unyielding he was very uncompromising he was very overbearing he was very rude I was appalled at the things he was saying to me, I thought that he was discriminating against me because he did not believe the truth. I told him that he could call the AutoZone that charged it up the day prior to me trying to use it. The people at the AutoZone could have confirmed that it was charging for 12 hours and that I did turn it in. And I was able to concur with AAA the fact that they stopped by to service my battery and to jump start my car. I got a replacement at CarQuest through my warranty.

  Business response

  07/22/2023

  Thank you for allowing me a chance to respond. First off I'm very sorry ************** feels the way he does. I was one of two people who dealt with **************. ************** came into our store and demanded we give him a new battery. My employee who was up front told ************** our policy is to test the battery on our machine and it has to fail. My employee tested ****************** battery and it passed. My employee and ************** came back into the store where ************** gave his story of being stranded and having to call AAA, taking his battery to two other car parts stores for charging and saying both stores told him the battery was bad. ************** had no proof of any of this. At this point my employee came and got me from my office. I came up and responded to him. I asked my employee to go out and perform another test. When he came back in, he told me and showed me that not only was the battery good, the starter and alternator were good. At that point we showed the results to **************. ************** then proceeded to tell us that in the starter test results that were good showed a reading of 10.something volts and that meant his battery was bad. I told him it does not mean that. That number is how many volts the starter is using to start the vehicle. ************** has included this part of the test only in his pictures submitted. ************** fails to show the whole picture stating the starter test was good. If you look at the picture the graph goes all the way into the 12volt area also. I then explained to ************** his battery is good and our policy is to not warranty out a good battery. Our policy states the battery has to fail our test for us to warranty it out. I then told ************** I'm not in the business of giving away free batteries. ************** at that time wanted to argue with me about the starter test results, (not the battery test results which ************** wants replaced). I told him I was done talking about it and he needed to leave because we were not going to change his battery. ************** left and proceeded to travel to our Carquest store in Hillsboro. The manager called me and asked if I could fill her in on what the deal was. I told her and I even sent the test results which I had emailed to ************** also. I told her if she wanted to warranty it out go ahead. The store did replace his battery. They even gave him 18 free months of warranty as the warranty was set to expire in December of 2023 and now it expires in July **** because they did not process it the correct way. You are only supposed to get a new battery up to the expiration date. Even though ************** got a new battery the warranty should still expire in December 2023.

     In Closing I feel ************** got what he wanted and that was a free battery. ************** even got an extra 18 months in warranty. I feel that is a very good resolution since the battery ************** had was a good battery.

     If our company went on a basis of if a customer comes in and demands a new battery we would never make a profit. There has to be proof the battery is bad. That's why we do the test. The test showed it was a good battery.

     Sincerely, *************************

  Customer response

  08/03/2023

   
  Complaint: 20312971
  
  I am rejecting this response because:

  I never "demanded" a battery. I offered the phone number to AAA and the phone number to ********************* both of them for proof of my non erroneous claims of the battery failing one morning when I tried to start it, after I had fully charged it the day before at *********************. I actually also have proof that the machines that they use to test the batteries can be faulty and give a false reading. I also provided proof of that by way of phone number, and eyewitness. I thought an apology was an order but instead it was turned into a debate. 
  
  Sincerely,
  
  ***********************

  Business response

  08/07/2023

  I'm sorry ************** wants to turn this into a debate. ************** got a new battery and an extended warranty from the ********* store. All I did was follow company policy. I'm never going to be sorry for following policy. ************** took up over an hour of our time that day and he is now taking more of my time. I have customers to serve. This is the end of the debate. ************** again showed no proof of any of his claims. My coworker can verify that ************** demanded we give him a new battery. ************** got a new battery at the ********* store. There should be no more conversation with this issue. Again, ************** got a new battery and an extended warranty for free thanks to the ********* store going against policy to do it. Have a pleasant day.

  Customer response

  08/09/2023

   
  Complaint: 20312971
  
  I am rejecting this response because:

  There seems to be no cooperation from the business. It was within the warranties policy. The phone numbers of AAA and of AutoZone that I provided, were adequate. There's more to it than ****************, you have to listen to the customer. I just wasn't being heard enough for my circumstance, and I was feeling discriminated against. I had a die-hard battery that went dead, and after I had completely charged it up at AutoZone for 12 hours on the charger, it waited till the next morning and didn't start my car. That's reality. The aloha business has bad attitude. It should be more accommodating and understanding. At the very least it should be kosher and polite. It is not. Hillsboro store saved the corporate side of that business, and not only got a good recommendation, but it's probably up for promotion. Thank you for your time. 
  
  Sincerely,
  
  ***********************

  Customer response

  08/23/2023

  The business did not address BOTH issues that the consumer had. One issue was whether or not there was/will be a shredder on site. The second issue was whether or not to make sure the sensitive information on the documents was protected BY GIVING THE DOCUMENTS OVER TO THE CUSTOMER!!!!  Now that I've stated that, understanding of the entire situation, is obvious. There may be Court action against you if you do not reflect that actual facts in your report. Have a nice day and thank you for your time and your patience and understanding. 

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