ComplaintsforAutoZone

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought batterys and a 5 year warranty and I went in and had them tested. They failed the test. Its been 4 years but they said they would only honor 3 years now cause they change the warranty after I bought the batterys. Thats not right.

  Business response

  07/26/2023

  The phone number information for the customer is incomplete.  Can you provide the complete phone number please?

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7, 2023, I ordered a "new" alternator from AutoZone online (Order Number: ***********) and it arrived damaged. When I went to replace my existing alternator, I found that the part I ordered from AutoZone was broken (likely on account of the part arriving in a box with no internal padding or cushions (i.e. packing peanuts) and so I had to pay for a Lyft to and from the nearest AutoZone store for a functioning alternator. The Lyfts cost me $40 total. I contacted AutoZone that month to know what they would do to make amends (i.e. reimbursement for transportation to/fro an AutoZone store) for the additional money and time I had to spend traveling to an AutoZone store for the part I had already paid $286.40 for.

  Customer response

  06/28/2023

  Here are images of the unusable alternator in the condition it arrived in.

  Business response

  06/28/2023

  Good afternoon, 

  Custome has been taken care of. 
  

  Thank you,

  AutoZone

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2 May 2023, I placed an order (***********) with AutoZone for some power steering parts for my vehicle, that had failed. My vehicle is non-operational without these parts. I chose to use AutoZone as they provided next day delivery on the parts that I needed. On 3 May, AutoZone failed to deliver the parts ordered, and updated my delivery date to 10 May. I contacted them to inform them that I could not be without my vehicle that long, and requested an order cancellation and refund. They replied informing me that they had stock issues, with my order, and if I would like to cancel my order, I would have to wait until the parts are delivered. Then return them in store, or mail them back at my cost. While I understand stock issues, happen, AutoZone refused to refund my money, so that I could source the parts elsewhere. This unethical business practice of advertising next day delivery, then extending the shipping date by over a week has left me without a vehicle and unable to attend my classes, as I am currently a full time college student. AutoZone has placed me into a difficult situation that has resulted in financial loss due to my childcare arrangements, as well as, set me back a week in my classes. I would have understood a delay of a day or two, or a simple refund, but they have refused, both solutions. My ideal desired outcome would have been to receive a refund, however, since this issue has already passed the point of resolution, I hope to simply shed some light on these unethical business practices and perhaps even correct them.

  Business response

  05/23/2023

  Good afternoon, 

  Custome has been contacted. 

  Thank you,

  AutoZone
  

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently stopped into the Autozone elmwood location in ******* ,** to purchase parts. I go to checkout and the computer freezes midway during the transaction. So they move to another register and the transaction goes through. I get home to check my account and they charged me ****** twice. So I call back and tell them. They say the pending charge should fall off in 24 hrs. It's been 3 days and they still have a hold on $****** on my account. The other charge for ****** cleared. I contacted the district office and they said the district manager would call me. I have heard nothing. Your company has put an unauthorized hold on funds in my account. This needs to be rectified immediately.

  Business response

  05/23/2022

  Hold will expire in 3-5 business days
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to autozone one ********** ** to buy ignition coils and spark plugs for my fiancs jeep. They had the spark plugs in stock but not the ignition coils so the man behind the counter named ****** said he could have them ordered and shipped to my house in two days. Two days came and I have the tracking number and confirmation number which fed ex had emailed and said delievered.. unfortantly they were not delivered. I filed a complaint with fed ex and it was denied because of an agreement they have with autozone. So I emailed autozones main customer service and they put in the complaint to the management team in my area and said they would be in contact with me within ***** hours. It has now been 5 days since then and still I have no response or resolution.. I have wasted so much of my time trying to either get my parts or my $191 back.. this is insane

  Business response

  05/26/2022

  Customer has been contacted

  Customer response

  05/27/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The store manager reached out to me and had me come to the store for a full refund. All is good now

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. I've had a really poor experience with the Autozone in ******** today. I have been purchasing all of my automotive needs from Autozone for the past 20+ years especially batteries due to the great support and warranties. I'm in ******* for vacation with my family and my boat partner called and told me the battery I just bought last year was no good so I called the store. We have been getting an exorbitant amount or rain and my boat was not draining. The sales rep I spoke to told me I bought it May 31, 2021 and it had a 36 month warranty, to bring it in they would test it and swap it if it was bad which is why I love Autozone, they fully support their customers. But I asked for confirmation again and he got very frustrated with me and hung up. My Partner brought the battery in and had a horrible experience, they told him they couldn't find it under my account and demanded a receipt (this is all in your system). Then they told him it was put in the system wrong and they couldn't help but could replace it and give him $18 for the core. I called the store and asked to speak to the manager who was not on site at the time. I said I would call corporate to figure it out and they were willing at that point to reach out to management to which we received no resolution to anyway. The sales rep was standoffish and rude to my partner after I **** your praises about how great my experiences have been. I expect a full resolution and one quickly or you have lost me as a customer for life.

  Business response

  05/11/2022

  Customer has been contacted.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an E-Gift card worth $10 dollars at autozone. I purchased an item totalling 5.79, leaving a balance of 4.21. Upon asking the remainder to be cashed out as stated is required when asked by California law, they refused and stated they do not do that. Date of purchase 5/6/22 Store: Autozone Store #5433 at 6141 W. Bico Blvd, Los Angeles, CA Receipt #XXXXXX Str. Trans #XXXXXX

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/10) */ Customer has been contactd

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase on 04/22/22 and paid for express delivery. Delivery was supposed to occur on 04/25/22. I called autozone on 04/25 because ***** hadn't received the package. I was informed the item will be shipped and I will have it on 04/26. No updates as of noon on 04/26 so I called them again. This time I asked for a supervisor. Supervisor **** told me he needed to open an investigation. I asked for autozone credit so I could get the parts locally and he said no. I asked for a refund and he said no. He said he has to follow procedures and if I actually had an employer myself, I would understand. Due to his belligerence, I disconnected the call. I called back on 04/27 for a refund and was told I would get it in 3-5 days. On 04/28, I got a partial refund of $20. I called autozone once more and was told they have to contact the warehouse in order for me to get a refund and the warehouse isn't answering. At this point, I want a refund and compensation for my time.

  Customer response

  04/28/2022

  See Attachment/File: SmartSelect_20220428143625_Gmail.jpg

  Business response

  04/29/2022

  Customer has been contacted and issue has been resolved
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an online order for a total of $544.02 it was split into 2 (two) separate orders totaling $274.30 & $329.34. When I checked my credit card statement the transaction totaled $873.36 ($274.30 + $329.34 + $269.72), which prompted me to contact customer service, I spoke with ***** who reversed all 3 transactions (ref#XXXXXXXXXXXXXX). When I inquired about the discount I was advised the discount was online only. I advised that was done online and I was overbilled, so if I go in store I should receive the same discount to total $57.02. ***** said no it **** not be done that way. Spoke with the Supervisor Richard who repeated the same as ***** and refused anyone above him saying, "I am the highest level in corporate". All I wanted was the same discount in-store. I was overbilled on-line.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/04/14) */ Customer has been contacted and issue has been resolved

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a remanufactured transmission with an advertised 3-year warranty on 11/26/21. The transmission was professionally installed per warranty requirement on 12/22/21. Within a couple of weeks, the transmission developed an output shaft seal leak, a pan gasket leak, and would not shift out of lower gear.I called the remanufacturing company for authorization for a mechanic to look at it and it was verified as leaking and not shifting. I requested a new transmission but come to find out the 3-year warranty only covered $350 of parts or labor. Total installation and investment to date are $3,300.The suggestion by the remanufacture company was to replace the governor. The remanufacturing company sent out a replacement governor. I had the governor replaced by a transmission shop for an additional $300 plus the cost of a rental car for two days at $150.The truck shifted fine for a few trips then has started not shifting again. I contacted Autozone to let them know and they were full apologies. I also contacted Autozone corporate and complained to them as well. The store manager assured me he would find a resolution. The assurance was an empty promise. The date we agreed to the call was his day off, thus no call. The current update to this situation is the remanufacturing company will not speak with Autozone, only to me directly.I have exhausted all means of dealing with Autozone and I am getting the runaround. The results are this. This transmission was faulty upon installation and still is faulty. Autozone's warranty is the manufacturer's warranty of $350 parts/labor. Autozone has not and seemingly will not remedy this situation. I am left with a transmission worse than the original, piecemeal repairs, and more out-of-pocket costs to repair something that should have been in proper order in the first place.Bottom line - There is No Warranty as advertised. This is our only vehicle! NO ONE will take responsibility for a bad part!

  Business response

  04/18/2022

  we have contacted the customer and are working on a resolution.

  Customer response

  04/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We, my mother who purchased the transmission and myself both have expressed flat out absolute distrust of Autozone.
  
  As of the other night, they are offering LESS OF A remedy than before. Give them the transmission and they will refund our money.
  
  Previous remedy offered was they would replace the transmission and pay for a shop of their choosing to do the work. Upon replacement, any refunds or cost for remedy would be dependant on the remanufacture AllTrans and their "evaluation" of the allegedly defective unit.
  
  Like seriously? It was sent out and purchased in a defective state this has already been proven, talked about and called about. It is an open end warranty where AllTrans holds ALL THE CARDS.
  
  If ALLTrans does not sign off on the trans being defective, then we are stuck with the **** for a second reman trans and forced installation.
  
  FYI... a little transmission math. Autozone took our old transmission as a core (better running) and now they want this one back as well before they will refund the money. That leaves us without a transmission. We must purchase another... most likely used wrecking yard trans and have it installed before ANY of this would be possible. That would be the third transmission attempted, and second installation cost!!!!
  
  WE DO NOT HAVE THE MONEY TO DO THIS. BOTH MY MOM'S AND MY SAVINGS ARE IN AUTOZONE's POCKET. Even if AZ refunded our money for the trans, we are still out two transmission installations.
  
  Hence we do not trust Autozone, their warranty, or their so-called "good faith" attempts.
  
  Best case, I will attempt to work on this piece of junk and see if I can find the problem. NO OTHER CHOICE - CHECKMATE.
  
  Here is one breakdown in the diagnosis process. After having a second governor put in, it still acts the same. It shifted rough for a couple of trips and back to the same-o-same-o.
  
  I can manually start out in second and let it warm up then shift to D4 and it shifts rough but does shift. There is nothing above 2nd gear while it is still cold. This is both a stuck in 1st gear when cold issue, and nothing above 2nd gear when cold. Seriously messed up!!
  
  After doing extensive research in various forums and ******** here are some other possibilities.
  
  It could be a vacuum modulator - a cheap and not terribly difficult fix.
  
  It could be the bands need adjusted. Not likely but again, with a proper torque wrench not a terribly difficult fix.
  
  It could be and is more likely that it is a leaking valve body not building pressure until warmed up, or a sticking component in the valve body. Related to the valve body there may also be a faulty solenoid - A fix that would entirely stretch my skills and abilities... not to mention this is our only running vehicle!
  
  It could also be more complex than the possibilities listed above - Defective transmission however you spell it!!
  
  It was explained to me by AllTrans they do reuse the used parts. AllTrans checks the parts for tolerance and working order and will reuse them. What kind of a "Remanufactured Transmission is that?! What this is, is a repaired transmission from a defective core received previously.
  
  It was verified by an ASE mechanic that there was an output shaft leak, a pan leak and was not shifting soon after it was installed - under 500 miles. ****** it was verified this was a defective transmission.
  
  WE... both my mom and myself are sick and tired of the A to Z run around. After fast talking, silver tongue ***** call the other night, it left us both *****, upset and frankly ****** off... NEVER AGAIN AUTOZONE..NEVER AGAIN.
  
  I (we) wish we had our old transmission back - Hindsight is 20/20. At least it did shift if we were careful and coaxed it.
  
  Final thought and statement - WARRANTY NOT AS ADVERTISED.
  
  
  

  Customer response

  04/26/2022

  Follow up conversation 4/21/22
  
  Crystal (manager) called and informed us our replacement transmission had arrived. I was like Huh? We never agreed to proceed with a transmission replacement.
  
  After speaking with ******** ******* joined the conversation. The conversation drifted from a full replacement transmission to having the current transmission diagnosed and repaired. The cost was going to be placed on Tom's (District manager) credit card.
  
  The transmission was ordered in November of 2021, Installed and paid for on December 22, 2021. The pan gasket, output shaft seal and governor replaced on 3/30/22, it is now April, 26, 2022. There is absolutely no reason remedy should not have been offered in a timely manner. Should there have been integrity upfront in dealing with this matter there would be more trust on our side (consumer/customer). Thus, our distrust of what is offered and being said.
  
  ***************** did call and speak directly to *******************************. ***** did request that ***************** email her instead of calling. She is extremely hard of hearing and has a difficult time with phone conversations. There has been no email to her from ***.
  
  Thank you BBB for your efforts please **** this matter as closed.
  
  Best regards,
  
  ************************* and *******************************

*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. ↩