Rockauto Customer Service Issues

I recently bought a new engine for my Mazda [redacted] with the hope of resolving a car issue. After two weeks, the problem persisted, and my car has remained unused with the new engine for the past three months. I have since purchased a different vehicle. I am considering returning the engine to recoup some of the cost. The engine is in perfect condition and can be sold to someone in need. If this is something that can be arranged, kindly reach me at [redacted]. Thank you, Pattie.

On May 25, [redacted], I received a package containing a new radiator, but unfortunately, my car was repossessed before I could open it. I stored the unopened box under my bed for a while. Recently, my wife suggested I try to return it for a refund. I haven’t opened the box or the packing slip yet. I did speak briefly with a customer service representative on the phone, who was quite rude. While I understand that phone support may not be the norm, basic respect should be maintained when a customer eventually reaches a representative. Could someone please assist me with a potential return? My name is A. Harper and you can reach me at phone number [redacted] or email [redacted]

Dear Forum Members, I am seeking assistance with an issue I encountered with a purchase from RockAuto. I had purchased an alternator from them previously, which did not last long on my car due to issues with the key in the keyway and the pulley getting loose. Recently, I received a new alternator from them which had a 3/8" spacer under the pulley, causing misalignment with the belt by 1/2". Additionally, there was no key in the keyway of this alternator. I had to use parts from the previous alternator to make the new one usable, as the belt spacing was off due to the spacer. I am concerned about the quality control from the remanufacturer. I am uncertain about the longevity of this alternator and do not wish to take a gamble on another purchase. I am contemplating if I could receive a partial refund on the original alternator after returning the second one. Your input on this matter would be greatly appreciated. Best regards, Jeremy H.

Order # [redacted]3 June 13, [redacted] A-1 Cardone Auto To Whom It May Concern, I am returning the attached ECU linked to order # [redacted]3, which I received and installed on my [redacted] Ford E450 RV. Despite assurance from your representatives that it was the correct part, upon installation, I noticed a significant drop in gas mileage from 9MPG to 6MPG. After driving it back home to Portland, Oregon, it failed the DEQ smog check due to excess unburned hydrocarbons and carbon monoxide. Further diagnostics revealed issues with the O2 sensors, leading to a costly repair of $[redacted]. Subsequent readings from the ECU differed from my actual vehicle specifications. Upon purchasing a salvaged ECU elsewhere and installing it, my vehicle now operates correctly and passed the DEQ check with ease. I request a refund or credit of $[redacted] for the faulty ECU, as it led to unnecessary expenses and complications. Your assistance with this matter is appreciated. Sincerely, [redacted]

In February of this year, I bought hub/wheel bearings for my vehicle. After driving 4,[redacted] miles, one of the hub/bearings malfunctioned with the ABS sensor and needed replacing while I was away from home. Though I managed to have it fixed, I had to buy a replacement part from the local shop. The part I originally purchased comes with a 12-month/12,[redacted]-mile warranty. I'm seeking a refund of the $54.98 I paid for the part. While I understand that the warranty does not cover labor or full replacement costs, I trust that the warranty for the defective part would be honored. Since it stopped working within the warranty period, I anticipate receiving instructions on how to return it to you at your expense. My order number is: Order #[redacted]3. Thank you, Chris S.

I purchased a camshaft for my Ford Ranger 3.0, assuming there was only one type for my [redacted] model. However, upon installation, I discovered it's the wrong one (Sealed Power # CS1531 for an '03 Ranger VIN # V). Ford actually produced eight camshafts for the 3.0, and I need to find the correct one now. I must spend 8-10 hours changing this part, and I'm concerned about the wasted time and the inability to return the incorrect camshaft as new. I wonder if the product packaging should include a label to verify compatibility before installation to avoid situations like this in the future.

My husband bought a replacement front headlight for our Kia Soul (order # [redacted]3), but upon inspection, the part received did not match our car's design. The lights on our vehicle are rounded, while the part sent has squared lights. I was tasked with initiating the return process, but due to an error in the questionnaire, the system is now indicating that the item cannot be returned. We are perplexed as to why a return is being denied for an item that clearly does not fit our car, especially when the order was placed correctly based on our car's year and make. We are willing to provide photos of our car alongside the incorrect part for clarification. Please contact us via email at [redacted] or [redacted] to address this issue promptly.

I am experiencing issues with my recent order #[redacted]3. I ordered two AC Delco CF3320C cabin air filters for my [redacted] Lexus RX [redacted], but only received one. Unfortunately, the one filter I received does not fit as expected due to the pleats not aligning correctly with the OEM filter holder's design. Despite the packing list indicating two items shipped, the product I received does not match the specifications for my vehicle. I am dissatisfied with the partial refund offer as I believe the manufacturer's error should not result in additional costs for me. I am requesting a full refund for both the missing item and the incorrectly shipped one, along with a refund for the shipping charges. Thank you for addressing this matter.

I am disappointed that my order was not processed correctly. Despite shipping the items together under the same order number without individual tracking numbers, I expected better service. I am still waiting on a refund for the two items that were not refunded. If this is an error, I hope it can be resolved promptly. If this is intentional, I will escalate the matter to the Better Business Bureau as this treatment feels unfair. I believe that customers should not be penalized for shipping items together to save on costs. I am requesting immediate action on processing the refund. Thank you. Yours sincerely, S.S.

Regarding Order [redacted]3, I previously contacted you via email about the issue. After thorough research, it is evident that the cabin air filter, AC Delco CF3320C supplied by Rock Auto is incompatible with my [redacted] Lexus RX [redacted], contrary to the information provided by Rock Auto. This is confirmed when checking the same filter number on Amazon, where it states that it does not fit my vehicle. I am requesting a full refund for one filter out of the two I ordered, along with a refund for the shipping costs. If you require the incorrect filter to be returned, please provide a prepaid return label. Upon inspection, I noticed the pleats were incorrectly oriented, preventing me from installing the filter correctly in my Lexus filter holder.

I placed two separate orders for air conditioning system parts for my [redacted] BMW. They were installed at a local shop but stopped working this week. The shop verified the compressor is damaged. I tried submitting a replacement request online, but it says the compressor is not returnable. I have the shop's invoice for all installed parts from July 17, [redacted], including the Denso A/C Compressor, Condenser, Receiver Dryer, O-Rings, Expansion Valve, System Flush, Oil, Chemicals, and Refrigerant. The corresponding RockAuto order numbers are [redacted]5 and [redacted]0. I need assistance with the process for receiving a new Denso A/C Compressor replacement. Thank you for your prompt support. Best Regards, J.A.

I ordered two parts - rotors and emergency brake shoes, and when I tried to check out, I received a billing receipt on my cell phone confirming a charge of $50.78. Despite having proof and a receipt showing the money was debited, the company is refusing to refund me. They claim my billing address is incorrect, even though I've used it before with no issues. I no longer want the parts, and I just want my money back since it was already taken from my account. The receipt clearly shows the debit, and I am seeking a refund promptly.

Order [redacted]9 Part Number Part Description Quantity Reason for Return SKP SK80054 Control Arm 1 New Part Return Explanation: The top of the control arm does not fit in the steering knuckle; this is for the right side. SKP SK80068 Control Arm 1 New Part Return Explanation: The top of the control arm does not fit in the steering knuckle; this is for the left side. I am uncertain if these parts will fit. Order [redacted]9 Part Number Part Description Quantity Reason for Return QST ES3461 Tie Rod End 2 New Part Return Explanation: I am unsure if this part will fit and do not want to waste time trying. MEV GEV317 Tie Rod End 2 New Part Return Explanation: I am unsure if this part will fit and do not want to waste time trying. Unfortunately, the boxes got wet in the rain, but I will let them dry before sending the items back. I tried to contact someone before ordering to ensure the parts were correct. I will order from a vendor I can speak to for clarification in the future. Thank you for your assistance.

I purchased a MAF Sensor from your website in early May (Order# [redacted]0). Last weekend, while traveling, the part failed on I65 in Indiana, leaving me stranded. I had to purchase a replacement part from AutoZone. I'm requesting a return for the defective item since I had to buy it twice. It's frustrating that your website is not allowing me to return the faulty part for a refund. I prefer not to deal with a warranty replacement due to the inconvenience of waiting for a new part after being stranded. I buy many parts from your site and I hope you can address this issue. Additionally, it's disappointing that there is no direct communication method available, forcing me to seek out third-party contacts for customer support.

On March 21, [redacted], I purchased a Raybestos Parking Brake cable for my [redacted] Caravan (Order #[redacted]2). Once installed, it turned out to be defective. The cable sheath on one end pulled past the fitting on the cable's outer casing, altering the cable's effective length. On June 10, [redacted], I bought the same part again (Order #[redacted]4). After installing it and returning the faulty one for a warranty refund, I have not received the refund yet. Today, I observed that the replacement cable is experiencing the same issue as the initial one. After a few uses of the parking brake, the inner sheath pulls out of the outer casing, leading to a change in cable length. I am not interested in a replacement. I would like a refund instead.

I purchased new KYB Shocks/Strut-Plus Assemblies for my [redacted] Nissan Altima 3.5SR on May 6, [redacted] from Rock Auto. After installing them on June 16, [redacted], I noticed a groaning noise and strong vibrations in the coil springs when turning the steering wheel at low speeds. Two Suspension Installation Shops diagnosed the issue as defective left and right Strut Bearing Plates. The shops were Tuffy Auto Service Center and Goodyear Auto Service Center in Winter Springs FL. I am seeking assistance on how to get these Strut-Plus Assemblies replaced. I did not keep the original struts, so I cannot return them and wait for replacement parts without a vehicle for two weeks.

I purchased Monroe # MA805 air shocks on May 6, [redacted], for my [redacted] Chevy Nova. Unfortunately, after installing them, one shock broke just 3 days later. A friend lent me a replacement shock, but soon after, the other shock broke as well. I followed the online return process, opting to order new shocks first and return the old ones for a reimbursement. Despite following the instructions, it has been 4 weeks with no communication after multiple attempts to contact them. I am disappointed with Rock Auto's customer service and will not be ordering from them in the future. I will also be advising my friends against purchasing from them. Thank you. - Charles Fox from Ellettsville, Indiana.

I purchased a Clutch Master and Slave Cylinder Assembly on 03/19/[redacted] with order number #[redacted]5. The previous slave and master cylinders I bought from you started leaking after a year of use. I recently reassembled my truck and found that the new cylinder's pre-filled feature didn't work as expected. Despite trying to bleed it, the issue persisted. An experienced mechanic suggested that I need to remove the master cylinder from the firewall, tilt the reservoir end up, push the piston in, and release any trapped air. However, I'm having difficulty separating the push rod from the pin at the clutch pedal, as the plastic keeper holding them together broke during removal. Any advice on disconnecting the push rod without damaging it? The space is very limited.

I purchased a Clutch Master and Slave Cylinder Assembly with order number [redacted]. Previously, I bought the slave and master from the same supplier, but the previous set started leaking after a year. I dismantled the truck in December and reassembled it a week ago, only to find that when I pushed the clutch, it went to the floor. Despite trying to bleed it, the issue persists. An experienced mechanic suggested removing the master cylinder from the firewall, tipping the reservoir end up, pushing the piston in, and expelling the air from the cylinder. However, I am struggling to disconnect the push rod in the back of the master cylinder from the pin at the clutch pedal. The plastic keeper holding the rod onto the pedal pin broke when I removed the old one. How can I detach the push rod from the pin without damaging it, considering the tight fit? My truck is a [redacted] F150 [redacted] extended cab.

I recently purchased a Clutch Master and Slave Cylinder Assembly on 03/19/[redacted] under order #[redacted]5. The previous set I bought also from your store began leaking after a year of use. I disassembled my truck last December and recently reassembled it. When I attempted to use the clutch, it went straight to the floor. I expected this part to be pre-filled like the previous purchase. Despite trying to bleed it, the issue persists. An experienced mechanic advised me to remove the master cylinder from the firewall, tilt the reservoir end up, push the piston in, and remove the air from the cylinder. However, I am struggling to detach the push rod from the pin at the clutch pedal. When I removed the old assembly, the plastic keeper holding the push rod in place broke. I am seeking guidance on safely removing the push rod without damaging it further. My truck is a 93 F150 extended cab with a [redacted] engine.