Business Description:
RockAuto, LLC is a family owned auto parts business. RockAuto has been serving do-it-yourself & professional automotive parts customers via RockAuto.com since 1999.
5 56735 reviews
Categories
auto parts
RockAuto.com
6418 Normandy Ln #100, Madison, WI 53719, USA
(608) 661-1376
http://www.rockauto.com

RockAuto Total Experience

RockAuto Price for Value

Will Recommend RockAuto

petey P.

Glen Burnie, MD
RockAuto.com

Return Rebuild Service - Unreliable & Dishonest

Return Rebuild Service - Unreliable & Dishonest.
I paid for and retruned my brake master cylinder to Rock Auto's vendor - Cardone - in Phila PA. They got the core, disassembled it and then returned it as un-rebuildable when in fact - the master cylinder is not unrebuilable at all - it is now rebuilt & installed in the car. cardone /Rock Auto states " that the fact is that ~20 cores are deemed 'unrebuildable" which in my case is not true at all!!!
The issues at hand: Cardone did not communicate with Rock Auto to remove the services offered for rebuilding my master brake cylinder. Cardone took the easy way out and deemed my core as unrebuildable when in fact - they did not hae the Brake master cylinder rebuild kits available.
I am out my return core shipping (~$12) plus the $7.95 to ship my 'defetive return' back to me.
The dis-honest and un-reliable actions of Rock Auto and their choice of vendor for rebuiilds - Cardone has cost me $20 & my time to bring the parcel to the UPS store (for some odd reason cardone will not accept $5 USPS flat rate proirity shipping with tracking(wierd that UPS is $~7 more plus you've got to present parcel to a UPS pick up depot).

I will not recomend Rock Auto to anyone - I have written 3+ emails asking for a full refund for my shipping costs and time. All I've gotten: 1) $5 inspection fee waived (wow $5 out of the the ~$20 & time spent) 2) 2+ repsonse emails re-iterating their lies and stating shipping is non-refundable (but lying is acceptable???) and no refund of my out of pocket shipping costs & time.

comments

We are sorry this customer's brake master cylinder could not be rebuilt. After receiving his part back with a note that it was unrebuildable, the customer called Cardone, the manufacturer, and spoke to a manager in their customer service department who gave him incorrect information: that the rebuild kit for his master cylinder was unavailable and that that is why the master cylinder could not be rebuilt.

We verified with Cardone's technical department that the bore in this customer's master cylinder is dented and scratched. According to Cardone, when the bore is pitted like this, the cylinder cannot be rebuilt because the internal seals will not hold pressure. Cardone does, in fact, have the kits to rebuild this master cylinder, but this particular customer's part was not rebuildable. We're not certain how the customer rebuilt and reinstalled his master cylinder. According to Cardone, sometimes a bore sleeve can be installed in master cylinders to smooth a pitted bore, but Cardone considers this process too risky. According to their technician, there is a possibility the sleeve could rotate or move, causing instant brake failure.

We always email our customers details when they place return-and-rebuild orders. This customer received an email that indicated there was an 80 percent chance Cardone could rebuild his part and that he was responsible for shipping to Cardone, shipping back to his location and the potential $5 handling fee if the part could not be rebuilt.

Additionally, we always ask that return-and-rebuild orders be shipped to the manufacturer using a trackable carrier. USPS often does not have frequently updated, detailed tracking information. Most of our return-and-rebuild customers find that using a trackable carrier for a few more dollars offers peace of mind that their part arrived at the manufacturer.

As a gesture of good faith, due to the confusing interaction this reviewer had with Cardone's customer service, we waived the $5 fee, but we cannot refund shipping for this order, as we paid those charges to the carrier.

 RockAuto.com commented on 01/31/2013
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