ComplaintsforRockAuto, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an electric relay and pliers 10/22/23 with order *********. I received both promptly. However, the electric relay received did not match the part I ordered, and did not fit in my car. I followed the website's automated return system, explaining this problem. They sent a second relay identical to the first, so none fit! The automated return system was not available for the replacement part, the company did not respond to my emails, and the company offers no other means for customer service. I filed a dispute with my credit card for the $6.32 relay, and it was resolved in my favor for the order's entire amount of $28.74. However now RockAuto requires me to pay $31.70 before they'll ship any future orders. I am willing to pay a fair amount for the pliers I ordered and received, but expect the company to own their mistake for sending the wrong part and providing an inadequate process to resolve that problem.

  Customer response

  08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  They reached out to resolve my issue after I shared I about contacting BBB.
  
  Regards,
  
  *************************************

  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The item I ordered from rock auto was suggested for my car and model. The part did not fit not even close. I completed a return form. I mailed the part by the post office. The post office returned it to me. The next day I took it back to the post office. This business has their part, and my money. I just want the correct part. The mistake of the post office is not my fault. I should not be penalized for this. Just do the right thing. You have my money.

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to return a alternator. And they really have a problem with their website that makes it impossible for me to get a shipping label. They have no custome service . I've spent hours trying to figure out how to get a shipping label . It's impossible for me to figure out how do work with the website. So I am out my money. I have a alternator I can't use and with out a shipping label and I can't pay to ship it back .

  Customer response

  07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I believe that my daughter has solved this. And I would like to close this case. Just getting it posted on the BBB can help others. Thanks.

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Bosch alternator from Rock Auto in 2023 for my 2015 Dodge Charger, which after it was delivered it had a bearing noise upon start-up. I requested a replacement and Rockauto sent me a replacement alternator. That alternator lasted a little over a year and it started making a high pitched noise - the same noise from the original returned previously in 2023. I contacted Rockauto, they indicated they did not want to send me a 3rd Bosch alternator and offered a store credit, which I was fine with. Rockauto then indicated they had sent my store credits on June 21, 2024 - a refund of the core alternator and the alternator that was defective for a total of $288.06. This was all completed under Order No. *********. When I sent the 2nd alternator back, I included a large note in the shipping box with the other paperwork they wanted included, requesting to not use the ***************** email because that was an email used by my employer specific to me only and since I had changed jobs, that email was deleted by my employer not to be used again. I tried every instruction on their website as to getting my store credit of $288.06, but the codes essentially cannot be received because Rockauto says they cannot refund without the exact same email address - the one that has been deleted. I opened a new account with a new email address and it does not work despite my mailing address has not changed since 2009. I have been a loyal customer since 2012 and have spent thousands on parts - I don't know why my store credit can be held hostage when they have been delivering packages to me at my home address for the past 12 years. No solution for when you are using a different email address. I am respectfully asking for the store credit to be applied to my present account under the same name, just a different "new" email address. Please provide my store credit - I don't want to file a small claims court action to get my money back.

  

  Business response

  08/07/2024

  Business states this issue has been resolved. 

  Customer response

  08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've ordered parts from RockAuto on March 10, 2024. Unfortunately, the package failed to delivered to me and was sent back to the sender's address. The package arrived on April 25, 2024, at the sender's address; however, RockAuto says that it wasn't delivered. But according to **** tracking, the item is at Sugar Land and available for pickup.Over the past the past two months, I've contacted RockAuto customer service, but they keep switching the respondent and using the same sample answers without any effort or support.Please refer the attached my email conversation with customer service. They make no effort or action to help the customer and just tell me to keep waiting. Even though this package has been confirmed to have arrived at the sender's address, we have not received any information as to why they are not receiving it, what actions they are taking, what updates are available, and what actions they expect the me to take. Additionally, customer service is a department that communicates with customers on behalf of the company, but the fact that always the full name is not provided in email communication raises questions about authenticity. Would it be a privacy violation to provide the name and position of the person handling my case? Because of this incident, Rock Auto's trustworthiness has greatly decreased for me. I hope to get an update on my case.

  

  Business response

  08/07/2024

  We are sorry for the problem with **************** order.  RockAuto followed her instructions and shipped her order to the shipping address she entered in her order. Because ************ provided an incorrect shipping address where the carrier, the US ************ could not deliver the package instead the carrier returned the packages. **************** order contained two separate shipments that were returned by the carrier. In these situations, we process a refund for the cost of the products once our warehouse receives the returned packages.  **************** packages were shipped internationally using an economy, consolidated ship method that can take longer for deliver and in this case return.  We already received one of the returned packages and we have issued a full refund for the cost of the product.  The other package was returned to our warehouse according to the carrier's tracking website but never made it back to our warehouse.  We had to allow the carrier enough time to return the package before we could investigate the status of the return.  At this time, we've concluded that the carrier lost the package while returning it and we will issue ************ a refund for these products.  We will process the refund within a business day and send her an email as confirmation once the refund has been issued.

  Customer response

  08/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much for your hard work.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an ac compressor for an 08 ***** 3 , order *********. I decided to have a shop install out of safety and lack of knowledge with hvac systems. Shop installs everything and notifies me the car is blowing cold air but equals bad and is heating up ac compressor bad. Shop does everything needed to satisfy warranty conditions including replacing other parts needed but did not tell me until I said rockautos system denied warranty because of that. There is no way to change this on the website despite having proof from a business.I am seeking the refund of my ac compressor and the cost of labor to remove the faulty new compressor and to install another ($64.00) . Which the shop is giving a discount out of feeling bad I bought from rock auto

  

  Business response

  07/11/2024

  We have reviewed the complaint left by ********************** and located the order he is referencing. Furthermore, we see that ********************** reached out to our customer service staff by email regarding this denied return. We replied to ********************** back on 06/19/24 advising him that in order to validate the warranty we needed the following:
  
  "The manufacturer's warranty requires that all compressors returned for defect must include a proof of purchase of an O****** Tube (or Expansion Valve), Receiver Drier/Accumulator, and A/C System Flush OR a Work Order showing the purchase of these items and that the system was flushed. Replacement of these components is the only way to ensure that contaminants don't come right back and damage a new compressor.
  
  If you have proof of purchase (such as a receipt or work order) for these components, please send them as attachments in your reply to this email."
  
  ********************** replied to our customer service staff saying that he was unaware that this work and the additional components were installed by his mechanic. We replied, and again requested that ********************** send this documentation to us but as of the time of this message we have not received this documentation.
  
  The item is still covered by the manufacturers warranty but in order to be eligible for a warranty claim we must have the documentation noted above. ********************** can send the documentation to our customer service staff by emailing them at "********************************"
  
  Once we have this documentation we can send ********************** the warranty return instructions to send the item back under warranty, however, we do want to point out that like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. This manufacturers warranty offers a replacement of the same brand and part number, but does not offer cash refunds/store credits, exchanges for different products, or the reimbursement of labor costs, shipping costs or other expenses.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Friday Jan 05, 2024 placed order for several parts to repair my truck. Order # ********* Winter months were bad so held off on repair until today. When I opened my packages I only received one front rotor, the one for the passengers side, no drivers side rotor was in the package and I paid for a complete kit and my online order reflects I ordered a complete . I have ordered from rock auto in the past and never had a problem. Well today I did so I grabbed my invoice to call them and guess what, no phone number to call, googled their phone number and saw that they have no phone number for customers??? Ok well I will go online and find the area on their website that says contact us and send them an email, guess what nope they dont have an email either. There is zero ways to contact them. There is an option on their website under your orders where you can choose you want to return something so I thought maybe using that would take me to an area where I could free type the problem and get someone to contact me, sadly no it wants to know what is broken and why??? Nothing is broken, just never received and I expect to be able to resolve situations with companies when there are problems with merchandise I paid for. This is the most unacceptable consumer situation I have ever dealt with and I want a phone call from someone at rockauto to resolve this situation. I want a refund of the merchandise or the missing rotor mailed to me. Phone number I can be reached ************

  

  Business response

  07/29/2024

  We are sorry for the problem with ************************ order that he made on January 5th, 2024.  We processed and shipped the brake kit that he ordered and shipped it to the address he entered in his order.  His products were delivered on January 10th.  RockAuto has a 30 day Return Policy to allow a reasonable amount of time for customers to report issues with products and delivery.  However, the first time that ******************** reported any parts missing was on May 30 nearly 5 months after his parts were delivered and well outside of our 30 day Return Policy.  So much time has passed that we can not reasonably confirm if something happened to this product after it was delivered nor can we start an investigation with the carrier.  We're sorry, but we're not able to issue a refund, credit or replacement for a part that was delivered in January that was reported as missing almost 5 months later and well outside of our Return Policy.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $32.99 for next day shipping and did not receive on time. Fed Ex says they were the problem and if Rock Auto files a claim, they will get a full refund. Rock Auto does not have a customer support of any shape or form. You can not contact Rock Auto in any way. I want a refund of a service not provided.***** Thank you for patiently waiting. I've gone ahead and reviewed your shipment information. First, I'd like to extend my apologies that your package was not delivered as expected. I can see here that this is due to air traffic control/operational problems that our hub facility in ******* is experiencing earlier today which has resulted in the late arrival of the plane that is carrying your package going to the destination facility.***** ***** I understand how important this package is for you to receive. since your package is still in-transit. Hence, what I can do is I will go ahead and enroll your contact information in our shipment notification so that you will receive real-time updates on the movement of your package, especially for your updated scheduled delivery and the arrival time of our driver. Would that work for you?You sent No !! I want the $36 refunded ***** ***** Nothing to worry about, we can definitely help you get your credit. You'll just have to contact your sender so they can submit an internal procedure for service failure. This way, they can also provide you with the best next steps on how to process your refund.Wed 7:37PM ***** ***** Thank you for letting me turn things around for you, ******. I just wanted to ensure that I've covered all your concerns today. If you need further assistance, please do not hesitate to let me know and I will do my best to help you in any way I can.

  Customer response

  06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I have received a refund from Rock Auto in this case with the help of PayPal. As far as I am concerned, this case is settled.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an ACI window regulator and motor, they sent me a second ****** regulator and motor. I have emailed them pictures of the part they sent matching the ****** part I already have. They claim it is impossible, which it is clearly possible based on the fact I GOT A ****** part. They will not give me a return label and are trying to forcing me to pay to return the item to them. And now I cant even get a return label at all EVEN IF I WANTED TO PAY, the option is just gone from their site and tells me to email them, which they are now ignoring.They also said they will deny the return if they get the incorrect part back from me, but I cant send the correct part back because they sent me the wrong **** part. Its a total flipping scam on their end. S**** YOU ROCK AUTO, YOU SCUM!!!!My next steps are sending this complaint and also contacting my bank to get a charge back since they are to dense to admit wrong doing.

  

  Business response

  07/25/2024

  RockAuto is handling this complaint internally.

  Customer response

  07/25/2024

  Rockauto still has not contacted me or resolved anything. I am going through my credit agency to try to get things resolved which is still taking over a month to get anywhere with. It is a total joke, I want to fix my dang window and I am still waiting for my money back so I can afford to order the correct part from elsewhere. Rockauto is a scam and a joke. I will never order from these morons again.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent a used part that is not useable and useless. The part was supposed to be new. It seems I was sent a warranty return. The company will not reimburse me.

  

  Business response

  07/25/2024

  **************** purchased a cv axle in August of 2023.  It was not until May, 2024 that he reported that the part is used.  RockAuto has a 30 day Return Policy to allow a reasonable amount of time for customers to report problems and arrange returns.  It's not clear why ****************** waited nearly a year to report a concern with the part he purchased nor can we reasonably confirm what has happened to the cv axle for the year that ****************** has had the cv axle.  Were sorry, but were not able to accept a return for refund, credit, or exchange any longer.

*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. ↩