Advance Auto Parts Store Complaint - Customer Service!!! Asst. Manager
STATESBORO, GEORGIA -- I have NEVER had such POOR service as I did @ Advance Auto Parts in Statesboro, GA. The Asst. Manager (?) Tim, was one of the most non caring human beings I have EVER met! He could have cared less if I or anyone else EVER walked in that store! My experience began the end of May, 2007, the Friday of Memorial Weekend to be exact. I had to purchase an alternator for my truck so I had used Advance in the past with GOOD service so this is where I went. I ordered a refurbished alternator when I was told would be in the next day. So I picked it up the next day which was on a Friday. I took it to a shop to have it put on. I spent the WHOLE afternoon at the shop because the alternator wasn't any good so they had to take the BAD on OFF and put the Old back on. The shop charged me $60.00 for labor PER installment which I had to pay for them to put MY old one back on so I paid the TWO charges at $60.00 which totaled $120.00. I went back to Advance to take the bad one back this is when my NIGHTMARE started with TIM! He told me he could ORDER me ANOTHER one BUT he COULD NOT GUARANTEE it would work OR REFUND MY MONEY!!! He didn't care at this point IF I ordered another one or NOT!! I told him to order another one b/c he said it would be in the next day by 12:30 pm. After him SUPPOSEDLY ordering my new one, I requested to be refunded for the labor I had spent that day b/c I had wasted time AND money. He told me, "I WILL NOT REFUND you but I WILL SEND IT TO THE MANUFACTURER AND THEY WILL REFUND YOU BUT IT WON'T BE THE TOTAL AMOUNT!" He was VERY ARROGANT in speaking. He went onto say in the 'COULD CARELESS VOICE' they will refund you what THEY think the service was worth but it won't be the full amount. I asked him if Advance did not feel liable at ALL? He said, "NO!" So I left the store after WAITING THIRTY MINUTES FOR HIM TO FILL out a FORM of my ADDRESS AND PHONE NUMBER!! He felt it was more important to discuss with SOMEONE ELSE about a COMPLAINT that was made against him on the employee number and have me inconveniently WAIT!! I left the store FURIOUS needless to say! My daughter went in the next day which was Saturday to find out that the ORDER FOR MY NEW ALTERNATOR was STILL PENDING!!! THIS CLOWN DIDN'T SUBMIT the ORDER on FRIDAY!!! So, the salesperson was very nice and appologized and told my daughter HE WOULD SEE THAT IT WAS ORDERED THAT DAY and it would be there the NEXT DAY which was SUNDAY! On Sunday, my daughter went back to pick up my alternator which FINALLY got ordered and the salesperson she said was really apologetic! He told her he was very sorry for all the inconvenience and all the problems I have had with Advance! EVERYONE else EXCEPT THE ASST MANAGER WAS VERY NICE!! I took the old alternator that came off my truck back to advance a few weeks later to get my money for it and I inquired about my labor charges to see what the status was! GUESS WHAT!!?? The salesperson said, they would check on it and when he came back he said Ms. Finch, I hate to tell you this but your CLAIM NEVER GO SUBMITTED!!! I WAS OUTRAGED TO SAY THE LEAST!!! THEY NEED TO FIRE THIS CLOWN THAT IS TRYING TO MANAGE THEIR STORE because that is ALL he is doing is TRYING!!! I told this salesperson I have HAD IT WITH TIM!!! He said yeah and so has everybody else! I could NOT believe that Advance ALLOWS this type of PERSON TO MANAGE THEIR BUSINESS which SPEAKS LOUDLY of HOW MUCH THEY CARE ABOUT THEIR BUSINESS!!! I THINK THIS GUY HAS BEEN WITH Advance for MANY YEARS and that is WHY he is STILL THERE!!! The rest of my story is that I received a phone call the next day saying for me to come pick up my claim money. I went in about a week later and AGAIN TIM brings a sheet and says, "SIGN HERE"! I read it before signing and it said, "Settlement for the AMOUNT OF $33.00!" WHEW, I WAS HOT NEEDLESS TO SAY!! Tim says, " I TOLD YOU THEY WOULDN'T REFUND ALL THE MONEY!!" I asked for a copy of that paper and a PHONE NUMBER TO CALL which was NOT A TOLL FREE NUMBER!! I guess they do that to keep people from calling and complaining about TIM! I DID NOT EXCEPT THE $33.00 because I spent $120.00 and STILL HAD TO PAY ANOTHER $70.00 to GET THE GOOD ONE PUT ON!!! ADVANCE WAS GOING TO GIVE ME $33.00 out of $190.00 of LABOR I had to PAY TO GET MY TRUCK FIXED and $120.00 of that was because of the BAD PART ADVANCE SOLD ME!!! I will NEVER SET FOOT IN THAT STORE AGAIN AND I WILL MAKE SURE I TELL EVERYONE I KNOW ABOUT THE POOR SERVICE AND ADVISE THEM NOT TO DO BUSINESS WITH THEM!!