• Report: #892837

Complaint Review: autopartsway

  • Submitted: Mon, June 04, 2012
  • Updated: Tue, February 26, 2013

  • Reported By: Kenneth — Kingston Ontario Canada
Internet United States of America

autopartsway autopartsway.ca poor customer service, held double pre-authorizations on my credit card Internet

*UPDATE Employee: Thank you for your feedback

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During a failed transaction on their website due to an error in my billing address, I wound up with 2 pre-authorizations on my credit card, which essentially held $662 on my credit card in 2 separate transactions.  The staff - both CHAT and PHONE staff - were utterly useless in resolving this issue (I spoke to Steve in Chat three times).  Even after fixing the billing address myself in my customer profile they would not help me to complete the order, telling me that THEIR OWN pre-authorizations had to be removed from the card before I was able to make my $331 dollar purchase.  Obviously this upset me, and I decided I was not going to give the company my $331 after all.  The 2 pre-authorizations, however are a problem as my card company keeps them for 14 days.  In order to remove a pre-authorization, my credit card company requires some information to be faxed from management of a company holding any pre-authorization over $100.  When I asked to speak with a manager to see if I could get this resolved, I was told they were in a "closed door meeting" and I could not speak to them.  I have not ever been so thoroughly disregarded by a company in my life.

This report was posted on Ripoff Report on 06/04/2012 02:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/autopartsway/internet/autopartsway-autopartswayca-poor-customer-service-held-double-pre-authorizations-on-my-892837. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Thank you for your feedback

AUTHOR: apw_rep - (United States of America)

Thank you for your feedback.

I do understand your situation and do understand that it can be frustrating to have the funds authorized (held) for 15 days when an order is declined.  However please understand that it is not our company putting a hold on the funds, it is simply how the credit card processing system in Canada works, for all Canadian merchants.

The only way to release the authorization before the bank does it automatically is to send a signed release form to the credit card issuing bank.  The process works as follows:

1.    A customer wants the funds released before the 15 day automatic period.

2.    The customer calls their bank and ask for the release form.

3.    The customer must fill out the form, if not automatically filled out by the bank and fax it or email it to our credit team.

4.    Our management signs the form and faxes it to the bank.

5.    The bank than releases the funds, which takes anywhere from 1-4 business days.

The above is a lengthy process, however it is the only way to release funds sooner in Canada and this is true for all merchants.

Although we dont get many requests to send a release form to the bank, we do get a few a month and we process them as quickly as possible.  We dont gain anything by having anyones funds authorized on an unsuccessful order and if it was up to us, and probably most merchants, the process to release authorizations would be just as automated as the original authorization.  Hopefully this will be the case in a few years.

Please provide your order number, I will make sure that you are compensated with store credit for any inconvenience you experienced.

Best Regards,
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