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Rely Auto Parts complaints

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39180 Liberty Street, Suite 205
Fairmont , CA 94538 | Get Directions

(888) 880-8805

https://relyautoparts.com

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Total Amount in Dispute:
$1,000.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Rely Auto Parts closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Rely Auto Parts

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5/23/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

4/5/2021

I had purchased a rear differential from Rely. When I received it, it was not the right part, it was a front differential I called them and told them about it they had me ship it back to them at my cost so I have already given them 850.00 for the part and now I have to pay another 150.00 to send it back so I did I called them a few days later to see if they received the part and then they want to tell me it's my fault that I was sent the wrong part so I told them to send me back my money and I would go somewhere else so now they tell me they have to charge me a restocking fee so now they are going to send me 615.00 of the 1000.00 I have invested in this part it's been over a month now and I still haven't received any money from them Resolution Sought I want my money back

Company Response

4/22/2021

Customer named Paul Fluet placed an order with Rely Auto Parts for a Differential Assembly for his Car, Year 2016 Dodge Truck – 1500 Carrier – Also see Carrier – Front, 3.92 Ratio on Feb-18-2021. For the amount of $820.00 The Differential was delivered on Feb-28-2021 via UPS Ground Carriers Tracking # is – 1Z5714600310501174 (POD is attached). Mr Paul Fluet called and informed us that the part delivered was incorrect, however, we informed him that the part was of an exact match with the details provided during ordering the part, Mr. Fluet wanted to cancel the order and get the refund for which we agreed and we informed him about the company's cancellation and refund policies, which he agreed and accepted with the signature, where it say there will be deduction of 25% towards restocking fee and the refundable amount will be $615.00 and we will refund on the same card that we charged for the sale. On March 29th we have processed a refund of $500.00 with Transaction ID: 62939204677 & $115.00 with Transaction ID: 62939205335. The amount was deducted out of our bank account and Mr. Fluet informed us that those card refunds were pre-paid and he already destroyed the card. But we never received the funds back if the card were inactive. We advise Mr. Fluet to check with the vendor who sold the cards (pre-paid) and figure it out if they can issue a duplicate card. Hence our company is not liable for any payment towards this transaction. As the above explanation is very clear that customer is in violation of our return policy & cancellation policies, we request you to close the complaint in our favor and if Mr. Fluet, wants to work with us mutually we are okay to help him & we can resolve the problem in line with our Terms of Sale.

Customer Rebuttal

5/12/2021

The part I originally ordered was for a rear differential, not front. I was satisfied with exchanging the part for the correct part, it was just a matter of confusion. After paying the shipping to send the part back, I waited 2 wks to hear back from them before contacting them curious for info on the correct part's shipping info. The confusion on their part is the difference between a cancelation & return. You cancel an order before the merchandise has been shipped &/or received. I understand I'm responsible for the shipping cost of returned merchandise nowhere their return policy does it state I have to pay a restocking fee of 25%. Therefore the amount of the return should be the full price charged for the sale. They owe me the price of the entire purchase of $820. As far as the pre-paid visa card used to purchase original part, I have no way to get the refunded money off of the cards as they were destroyed after being used. It states nowhere they had to refund the money to the original payment form & I would like a copy of the returned transaction along with the card #'s amount was issued too.

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