Report: #746802

Complaint Review: Autozone

  • Submitted: Wed, June 29, 2011
  • Updated: Wed, August 03, 2011
  • Reported By: Catco — Tyngsborough Massachusetts United States of America
  • Autozone
    100 Daniel Webster Highway
    Nashua, New Hampshire
    United States of America

Show customers why they should trust your business over your competitors...

We have been purchasing Auto parts for our Dodge Caravans for years from Autozone and without incident.  We have always been able to return parts that were under warranty.
They have always stood behind their warranty, by allowing us to purchase the new part and swap it out with the old part. I did business with them for years, only because of this warranty.
I found out yesterday that their warranty program  is only as good as their files and their manager.
I tried to swap out the old rotors that were under warranty, and they would not do it.
The manager, who was clearly inexperienced, found it VERY difficult to relate to the problem.  No matter how I tried to explain it to him, he could not comprehend my words.
He also was unable to explain to me, why he would not return these rotors.
I ended up walking away without a refund and with the old rotors.  I walked away dumbfounded, confused and with my old rotors and still not knowing why he would not take them back.  I was also angry because this inexperience, manager implied that I was lying and trying to rip them off.

The manager kept accusing me of trying to return 2 month old rotors, that were clearly years old.
I kept trying to explain to him that they were years old and covered under their warranty.  That two months ago, we purchased pads and rotors for the front and swapped those items out already.  That these rotors were from 1-2 years ago.

What my husband found out later was that they only had a record of purchased rotors from 2 months ago and that was why this manager kept implying that I was trying to return those and pass them off as 2 month old rotors???????????? I never told this guy these rotors were two months old!  Who was he to make up a story and accuse me of trying to rip off Autozone?
What I now know is rather than listening to my words, this manager kept referring to his records.
The records only showed one purchase, rather then the MANY sets that we have purchased through the years.  We owned two caravans and used autozone for all of our repair parts for 13 years!
He had no other records for us.....or at least he was unable or unwilling to find them.
So, where are my warranty records? Why was he only able to find a few purchases from months ago?

We had warranty records under three numbers that I know of because we changed our phone number and because one attendent typed the number incorrectly.  And who knows where all of other other warranty information is?  I can't find the receipt, but even if I could, would Autozone stand behind the warranty if it wasn't in their system?  I doubt it at this point.
So, I am stuck with the old rotors because he will not take them back.
I believe that they are still under warranty and he should assume that I am honest and that there has to be a logical explanation, rather than treating a longterm customers with such disrespect!
I don't like being treated like a criminal, by an inexperienced manager who does not know what he is talking about!
I have been doing business with this company for many, MANY years and would appreciate being given the benefit of the doubt, rather than having the manager rolls his eyes at me while accusing me of trying to rip him off!
I will NEVER do business with Autozone again unless they make this right!
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This report was posted on Ripoff Report on 06/29/2011 06:32 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

2 Year Warranty

AUTHOR: neil99 - (United States of America)

WOW!! Az rotors have a max of a two year warranty...that's why they can't find it in the system.
Oh by the way, if you're replacing rotors every two months they should have cut you off a long time ago.
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#2 Consumer Comment

You are expecting too much

AUTHOR: coast - (USA)

A product warranty covers defective parts. Rotors that lasted two years are not defective. That is a wear and tear item. How many miles do the rotors have on them? Rotors may require early replacement if the brake pads are not replaced when they wear out. Not a rip off.

"So, where are my warranty records?"

Good question. Where are YOUR copies of the warranty and purchase date info?

"I believe that they are still under warranty"

I believe not.
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#3 General Comment

They take back rotors after 2 years?

AUTHOR: voiceofreason - (United States of America)

What exactly are the warranty terms on brake rotors? I'm dumbfounded that a parts store will allow such an item to be "traded in"after 2 years. Are you referring to a pro rata warranty, where you get back a value that declines over time with the trade in, like they do with batteries? Regardless, assuming what you buy from them does have such a return policy, why are you stuck with them? Go to another Autozone. Usually they have more than 1 store within a reasonable drive of each other. If that didn't work and you know you're right, call their executive offices and insist on NOT dealing with normal customer service.
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#4 Consumer Comment

Wait a minute

AUTHOR: Robert - (U.S.A.)

So you have been buying and returning items under warranty for years without an issue.  I wonder what is the warranty period is on these parts.  Because you stated you already had to replace the ones you bought 2 months ago, but the ones you were returning were "years old".  You also state that you have been doing this for years.  Well if you constantly are replacing parts under warranty don't you think it may be time to re-think the items you are buying?
So, where are my warranty records?
- Where are YOUR receipts?  If you do that much "swapping out" under warranty it seems as if you should be almost obsessive about keeping the receipts.  Instead you are putting it on them to keep track of your records as well.


- Great advise..KEEP your receipts.  If you can't be bothered with keeping the receipts why should they take on this responsibility?

I believe that they are still under warranty and he should assume that I am honest and that there has to be a logical explanation, rather than treating a longterm customers with such disrespect!
- You "believe" that they are under warranty.  So where is your proof(receipt)?  If these are years old perhaps Autozone purges their records after a certain amount of time.  Did they ever promise you that they will keep your purchases on-file until the end of time?

In an ideal world it would be great if they could assume you were honest.  But that is not how the real world works.  People are dishonest and do try to Rip stores off.  Without proof they have no idea if you are trying to rip them off or just an honest mistake.  But the fact that they can not find a purchase on an item that is "years old" is not a RipOff.

However, the last time I checked this is a national chain.  So if this manager gave you a problem go to another Autozone to see if you get a more "trusting" manager.
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