Rockauto Customer Service Issues

I am in need of assistance locating an order confirmation for a previous purchase that is important for a vehicle valuation negotiation due to it being totaled. The order consisted of a condenser, compressor, drier, and expansion valve for a [redacted] Honda CRV, purchased between August and October. The mailing address used was c/o Hugh M at [redacted] Oak Dr, Stafford, VA 22[redacted], while the billing address was [redacted] Cassway Arch, Chesapeake, VA [redacted]. The order may have been paid for by either myself, Cayenne Moody Medina, or my husband, Miguel J M. I suspect the confirmation might have been sent to my estranged cousin, Hugh, who I no longer have contact information for. I have checked several email addresses without success. Additionally, the payment method could have been through my PayPal account or our Bank of America Visa debit cards tied to our previous checking accounts. Your help in this matter would be greatly appreciated.

I purchased an upper ball joint Acdelco 4D0020 for my Dodge Ram [redacted] 5.9 van, but the rounded socket area prevented proper installation as the socket did not fit due to a raised flange on the control arm. The part remains untouched and still in its protective covering, so I need to return it. I have since ordered two control arms under Order #[redacted]28 and have replaced both. I am requesting shipping labels for the return of the unused part. I would like the funds credited to my account instead of receiving a refund as I plan to use them towards purchasing an air conditioning compressor and condenser. Thank you for your assistance. Andreas M. Jr. at [redacted] Grand Ave., Fort Worth, Texas [redacted], can be reached at [redacted]. Please refer to my personal information on the confirmation orders. Thank you.

I returned a hood shipped by R & L Carriers over three weeks ago, and I am still awaiting the replacement. They contacted me twice to deliver what I believed was the replacement, but now they claim someone called me stating they saw the damaged item still at their dock. This suggests the damaged hood was on their dock a week after the holiday. I am still eagerly anticipating the replacement. Jeff M. [redacted] Mormon Mill Rd. Marble Falls, TX [redacted] [redacted]

Seeking advice on a recent purchase: I bought a Fel-Pro VS [redacted] R valve cover gasket and tube seal set for my [redacted] Lexus GS300 6-cylinder. The valve cover gaskets fit fine, but the new blue seals are thicker at 10mm compared to the old black OEM seals that were 5mm. The new seals don't seem to sit properly, and the short metal clips provided don't secure them well. Looking into the valve cover, I'm unsure if the blue seals should have the ridge facing up or down, and how to properly seat them. Any guidance is appreciated. Thank you, Ken.

I placed an order for a wheel bearing hub assembly (Part # SK951010) from rock auto.com. They emailed me confirming the shipment with an expected delivery today, 6/20/19. When the part didn't arrive, I discovered it hadn't been sent out as USPS indicated the label was only printed. After unsuccessful attempts to reach Rock Auto, I found that the item is now out of stock, contradicting the availability when I ordered. My need for the part is urgent for work and my husband's doctor appointments. The lack of communication has caused us to reschedule appointments, impacting his health. I am requesting either the fulfillment and delivery of my current order, a switch to a compatible hub assembly for my '99 Ford Explorer AWD 4.0 SOHC, or a prompt refund due to the critical nature of the situation.

I ordered a wheel bearing hub assembly from rockauto.com (Part # SK951010). They emailed saying it was shipped and due for delivery today, 6/20/19. However, the part never arrived. Upon checking with USPS, I learned that the label was printed but the item was not shipped. Despite my attempts to contact Rock Auto, I received no helpful response. To my surprise, the part was marked as out of stock now but wasn't when I placed the order. This delay is causing significant issues as I need the part to get to work and take my husband to medical appointments. We had to reschedule one appointment already, and another one looms due to the poor communication from Rock Auto. It's frustrating and worrisome for my husband's health. I'm urgently requesting for my order to be filled and delivered promptly, changed to a compatible hub assembly for my '99 Ford Explorer AWD 4.0 SOHC, or refunded. This situation has already kept us waiting for nearly a week, and my husband's well-being is at stake.

I recently purchased several parts for my [redacted] Ford Explorer under order number [redacted]93. However, upon trying to install them, I discovered that both the thermostat housing gasket and thermostat did not fit my vehicle as indicated. Despite this, I was charged for return shipping because the website showed them as the correct parts. Subsequently, the transmission filter I received was also incorrect. Although the return period has elapsed, the filter remains unused and in its original packaging. I have been unsuccessful in contacting customer service for assistance with this issue. I would like to return ACDELCO part number TF302 and acquire Hastings part number TF179 instead. It has been challenging to verify the correct parts without physically comparing them to the existing ones on the vehicle.

I am relieved that I received what I believed to be the correct part, DENSO #[redacted]. Initially, everything seemed fine as it looked similar to the one on my van. However, when I planned to install it today, I noticed a warning on the sealed plastic bag about inspecting the contents before opening. The part number on the box did not match with the part, and neither did it match with any numbers on the original part. The box had two additional labels covering the original part number, causing confusion. I am hesitant to open the package without confirmation that it is the right part, as once opened, it cannot be returned. The only markings on the part are [redacted] on one surface and DENSO 9B27 on another surface. Without further information, I am unsure if this MAF sensor is the correct one for my van, even though they appear identical. Any assistance in confirming the compatibility of this part would be greatly appreciated. Thank you, Otha L Evans.

After spending half an hour describing the issue, I encountered a problem trying to send it. The part I received appears to be a MAF sensor, and its appearance doesn't indicate its functionality. The sealed bag containing it has a warning label advising inspection prior to opening, as it becomes non-returnable once opened. I'm not seeking a return but rather need the sensor to function correctly. The only discernible identifiers on the unit are "[redacted]" and "DENSO 9B27," which do not match any reference numbers. The part number on the box, my order information, and the original MAF sensor differ from these markings. The box has two overlapping stickers concealing the original part ID. I hope you possess information to confirm if this sensor is indeed suitable for my [redacted] Odyssey. Any assistance you can offer is greatly appreciated. Regards, Lee E.

I purchased a set of wiper blades, but unfortunately, the plastic clip was too wide to fit through the wiper arm. I then ordered a second set with a narrow clip, but received the same set as the first one. I paid for shipping on both orders and am disappointed with the mix-up. Now, I will have to spend an additional $16 to have the car inspected once more. Time has run out as there was a 10-day limit to have the blades replaced or pay for another inspection. My order number is #[redacted]74.

Order #: [redacted]41 Hello, I have a query regarding an issue with a recent order I assisted a friend with. Some of the parts received for their car had problems. The first part, BOS4826, arrived broken due to improper packaging. However, the replacement was sent promptly and arrived intact in a well-packed box. The second part, BOS306, arrived in the original order with the Bosch box open and no paperwork, listing a different vehicle model. It seemed like a locking device was missing. The replacement part arrived in a similar manner, with an open Bosch box in a RockAuto repack box, and again without any paperwork. While breaking down the boxes, I found a "PACKING LIST" label inside the box of the replacement part. It seems the wiper arm needs to be removed to replace the blade, and the locking mechanism is part of the arm. Do you require me to return the original part, which arrived opened and lacked paperwork? I have mostly had great service experiences with you and am planning to place another order soon. Thank you. Signed R.P.V.Jr

Order #[redacted]41 Hello, I have an inquiry. I assisted a friend in procuring car parts for their vehicle to pass V.S.I. The parts were sent to me, and there were issues with a few items in the initial shipment. Firstly, the part BOS4826 was damaged due to improper packing, but it was promptly replaced without any hassle. The substitute arrived in good condition, albeit overpacked. Secondly, part #BOS306 came in the first package with an open Bosch box, lacking paperwork, and mismarked for a different vehicle. It seemed that a locking device was also missing. The replacement part arrived in a similar manner, with no documentation, in a repackaged box from RockAuto. Today, while disposing of accumulated boxes, I discovered a self-adhesive "Packing List" label in the box of the replacement item. Upon inspecting it, I realized that the wiper arm needed to be removed to replace the blade and that the locking mechanism is part of the arm. The label lacks a return address but has a barcode. Should I return the original part that arrived open without paperwork, which possibly indicated the need to remove the wiper arm, contrary to the advertised claim of "no need to remove wiper arm to replace"? I appreciate the excellent service I usually receive from your company and intend to place another order soon. Sincerely, R.P.V.JR. What is the best course of action?

Order #[redacted]41 Hello, I need some help. I was assisting a friend in obtaining parts for their car to pass V.S.I. The parts were sent to me, but there were issues with a couple items in the original order. The first part, BOS4826, was damaged due to improper packing. It was promptly replaced, and the replacement arrived in good condition, albeit overpacked. However, the second part, #BOS306, arrived in an open Bosch box without paperwork indicating it was for a different vehicle. It seemed to be missing a locking device. The replacement part also arrived in the same condition: an open Bosch box in a RockAuto repack box, again without paperwork. While breaking down the boxes, I found a "Packing List" self-adhesive label in the box of the replacement part. It turns out the wiper arm needed to be removed to replace the blade, and the locking mechanism is part of the arm. The label does not indicate it's for a return. Should I send back the original part, which was received open without paperwork? Your continued excellent service is appreciated, and I plan to order again soon. Thanks. Signed, R.P.V.JR What is the next step?

I recently placed an order with the order number [redacted] for a total of $[redacted].95. However, my Visa account was charged twice, totaling $[redacted].90, leading me to cancel the order on the Rock Auto website. While the cancellation is reflected, the $[redacted].90 has not been refunded to my account. I intended to purchase the parts for the original amount of $[redacted].95 only. I urgently need clarification on the status of my refund and any pending orders. Kindly provide prompt assistance regarding the refund situation as I urgently require the funds returned to my credit card. If possible, could the order be reinstated at the correct price? I am in immediate need of these parts for my vehicle. If reordering is feasible, please furnish the new order number. Your prompt resolution of this matter would be greatly appreciated. - D.H.

I purchased two 4 Seasons compressors, both of which failed. After returning the first faulty one and receiving a refund for the amount of the second one, I attempted to return the second one but the website won't allow it. I am requesting a refund for the cost of the first order. The first order number is [redacted]05, shipped on April 24, and the second order number is [redacted]67, shipped on June 12. The second compressor failed immediately, making a lot of noise and shaking the truck. It had a rattling clutch like a tin can full of BBs. I do not want another remanufactured 4 Seasons unit. The cost to replace these units was about $[redacted], including labor and R134a. I have all the required receipts. I paid for both units through PayPal using [redacted] I am ready to ship back the second order once I have a return label. Please advise on how to get a credit for the second order. Thank you, Robert J.

Hello, I want to bring to your attention my recent order # [redacted]08 for an axle shaft for an '87 BMW 325i. After installing the part, I encountered an issue with the supplied bolts being too short, which forced me to use my original ones. I had to remove the inner coupling clamp to maneuver the bolts into place as the original shafts did not have an outer clamp on the inner coupling. Despite the installation, the part is now causing a clunking sound, leading me to consider ordering another shaft from a different vendor. I am not seeking a refund but felt compelled to share my experience with you. I will be away on a work trip for a month before I can address this issue with my car. Thank you, Thomas T. [redacted] Sylvian Way, Saskatoon, SK Canada S7H5G1

Order #[redacted]: I received the axle shaft assembly for my [redacted] BMW 325i, but the replacement bolts provided were too short, so I had to use my original ones. To fit the bolts into the coupling holes, I had to remove the inner coupling clamp and partially pull back the boot. After installation, on a test drive, I noticed a clunking sound and some slippage or jerking. My original shaft did not have a clamp on the inner coupling. I am not seeking a refund but wanted to share my experience with this supposed direct replacement part. I will be away for a month, so my car will have to wait until then for further inspection. I may have to consider a different vendor in the future. I would appreciate hearing back from you regarding this issue. Sincerely, Thomas Taylor

I encountered an issue while attempting to purchase a $68 part. Upon entering my credit card details, I was prompted to a website named "Mastercard Secure" requesting verification as the primary cardholder. They mentioned a one-time pin from "My Bank," raising concerns about a possible phishing scam. I contacted my bank promptly, and they advised me to avoid clicking any links and to exit the site due to their lack of knowledge about the service. When I tried calling your customer service, the recorded message stated that no calls were being accepted. This experience has left me questioning the legitimacy of the site. As a blogger with about 10,[redacted] monthly unique hits, I plan to share this incident with my audience and other relevant sites to raise awareness.

I purchased a crankshaft for a [redacted] Dodge Neon SRT with a turbocharged 2.4 Liter engine using order number [redacted]42 on May 5, [redacted]. I bought part number ECK99088T from your website, but it was the wrong part for my Dodge engine as it actually fits a 2.4 Liter Mitsubishi engine. Since I missed the refund period, I understand I may not receive a refund. I kindly ask that the part listing be corrected to prevent this issue for others. Additionally, I would like to return the crankshaft for a refund or exchange it for the correct part. However, I do not have information on the supplier to proceed. If possible, could you provide me with the supplier's contact information for this purpose?

I am currently facing an issue with my recent order. I purchased a part over the weekend, and on Monday, the payment was deducted from my account. However, there seems to be no record of my order in your system. I have been trying to resolve this all morning and afternoon. I have left multiple messages but haven't received any response yet. It is frustrating as I cannot seem to get in touch with anyone to address this problem. I am growing increasingly irritated as I have spent hours trying to track down my order. Since you have my email address, I am puzzled as to why my order cannot be located.