ComplaintsforDRiV, Inc.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I installed a [brand new] exhaust system (Walker 50572) on my 2016 Chevrolet Silverado ambulance less than 4 months ago. About a month ago, this brand new exhaust system prematurely failed, clogging the third downstream catalytic converter, which caused the ambulance to break down while in the middle of a transport from Savannah to Atlanta (4 hours) with a critically ill patient. I had to scramble to get a local ambulance service to intercept my ambulance to get the patient to a local hospital for stabilization, and figure out a way to get my ambulance towed to a mechanic shop for repair. They had to cut off and essentially straight pipe where the third catalytic converter was, as the catalytic converter was COMPLETELY clogged with catalyst from the upstream catalytic converters. I've emailed Walker (at the ************** address) and posted to their facebook account, numerous times, and they've ignored my correspondences. I'd like a replacement exhaust system, and reimbursement for the tow and repair of my ambulance.

  Customer response

  01/02/2024

  Purchased from a licensed parts distribution. Website says I'm entitled to a warranty return. Walker warranty information shows they warranty for catalytic converter failures. 
  
  Walker has refused to answer emails and facebook messages. 

  Business response

  01/19/2024

  We have reviewed Mr. ******'s complaint and located the order he is referencing.  We see that this order was placed on 08/20/23 and on 11/28/23 a warranty concern was started to be reported through our order status and returns page, however, this was never completed.
  
  Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. This manufacturer’s warranty offers a replacement of the same brand and part number, but does not offer cash refunds/store credits, exchanges for different products, or the reimbursement of labor costs, shipping costs or other expenses.
  
  Mr. ****** is not obligated to take advantage of the warranty, but if he would like to request a replacement he can do so by going to our Order Status and Returns page report a warranty concern, however, please be certain to complete the process before leaving the page in order to generate the return instructions. For more information, please see: How do I exchange the bad part I received for a new one? through our help pages.
  
  If you have further questions about manufacturer warranties, please see our Warranties page, the link can be found at the footer section of our homepage at ****************.

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  My complaint isn’t with rock auto. Rock auto has been great. My complaint was lodged against Walker Emissions, not rock auto. Not sure why rock auto is now getting my complaint. I tried reaching out to Walker emissions in regards to their manufacturers warranty, as I was outside RockAutos warranty period. Walker emissions has refused to answer any emails or messages in regards to the defective exhaust. 
  
  Regards,
  
  **** ******

  Business response

  01/22/2024

  I have reached out to the consumer, ****, via email on 1/22/2024. Waiting for response and will handle his concern once we get the defective part back for inspection. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm trying to contact DRIV for warranty claim on ****** exhaust muffler that I purchased which has lifetime warranty coverage. The online seller will not honour the warranty, refers me to the manufacturer for warranty claims.I've emailed DRIV this week,last week and the week before NO RESPONSE PERIOD. The online seller and ****** exhaust representative DRIV IGNORE me for their own convienance. I'm looking for a new muffler that is due me because lifetime warranty muffler has failed.

  Business response

  12/13/2023

  Hello, 

  We do not show receiving any emails from this consumer into our email box.  Please re-send your email to ******************************* and we would be happy to assist. 

  Thank you,

  DRiV Warranty Team

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of Monroe Struts in April which qualify for a $150 rebate. I have attempted to contact the company on 10 separate occasions. I did finally receive a response saying that it is unclear why my rebate was not processed and to resubmit which I was happy to do. I have sent an email to the same customer service email account on a weekly basis to confirm but have not heard back.

  Business response

  11/07/2023

  The rebate customer service team responded to the customer to confirm that the receipt was approved on 11/2. The customer should have received an email from ***************************************** with a link to the digital card on 11/2.

  See the email correspondence below:  

  Hello ****, 

  Your receipt has been approved for a $150.00 rebate gift card.  You will see an email today from ***************************************** with a link to your digital gift card.  
  I have attached a document that will easily take you step by step through the process of activating and redeeming your digital gift card and then requesting a plastic card sent to your home, if you would like.
   
  Thank you so much for your patience,
  Customer Service 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase through Amazon for a kit from Rancho for my jeep. The kit was a brand new in package Rancho kit. (Order Date- 8/30/23, order # *******************, order total $187.24) I installed the product following Ranchos directions following the torque specs in there directions for the hardware included with their product and in doing so the bolts stripped out trying to go as tight as they said to do. All I wanted from the company was to send me new hardware, that's it. I have sent emails, with no response. I have called and explained the situation and they say there is nothing they can do. I have left a negative review on their site, still nothing resolved. They also told me since it was purchased through Amazon, to try disputing with them. When doing so, Amazon clearly states to contact Rancho for any missing or damaged parts. I explained that to Rancho and they still said there is nothing they can do. My vehicle has now been down for 4 days because of this issue which I also mentioned to them over the phone and they show no sympathy or concern. I'm not even asking for much, I just wanted a new hardware kit because it did not hold up to what they said to tighten them too. The hardware is rather large and an un-common size so just buying replacements is difficult.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  hi, out of some desperation i am reaching out to BBB. few months ago i purchased a set of monroe struts for my car. there was a $50 rebate which i applied for. this was in may of this year. since then i have had no status update from either monroe or the rebate processing company inspite of my numerous attempts. needless to say this has left a bad taste in my mouth even though i am happy with ride quality i am getting out of my new struts. can you please get the company to respond and process my rebate? thanks in advance, ******

  Business response

  09/12/2023

  The customer purchased a part from a retailer (Rock Auto) that is not covered by the rebate for purchases after April 10th. However, in the interest of customer goodwill, we have approved the rebate. Our vendor will be in touch with the customer on next steps. 

  Customer response

  09/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: they haven't issued the promised rebate yet.

  First they said they will issue week of Sept 4th, but they didn't. (On Aug 28th they said: You should see an email with your digital gift card link within the next week.)

  Then they said they will issue week of Sept 11th, but they didn't either. (On Sept 12th they said: I do have you down to get a $50.00 rebate gift card email this week. You should see that by the end of the week.)

  If it was issued but somehow i didn't receive it please let me know.

  Sincerely,
  
  ****** ******

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩