ComplaintsforAutohausAZ

• Initial Complaint

  09/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I placed a order for a few different things on autohausz totaling in 314.20$ they never shipped my order emailed me payment declined with a very brief description on why which is also funny because i used the same payments on two other ************** and they successfully went thru without any problems. Anyways it it is now September 9th and it how now been a week and my funds are still not returned I think this has been the longest i have ever waited for a payment reverse

  Business response

  09/12/2023

  *************************, 
  
  
  We utilize a third party payment verification service. We are not provided this verification data and the reasons for a decline. The order was canceled as we have not received a guarantee on this transaction due to some or all credentials not matching.
  

  Please note that we have never finalized funds capture from your bank account. What you're seeing on your online statement is a Pre Authorization and is a pending transaction posted by your bank, which will deduct billing amount from the available funds temporarily. The pre-auth charge will fall off on its own back to your available funds. Time for this varies depending on the bank and their current policies.

   

   

  Kind Regards. 
  
  AutohausAZ Team
  
  Online Chat Support Hours: Monday-Friday 9-3 MST (Arizona Time)
  View Contact Information
  
  

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part from the company on July 23 and I paid for expedited shipping. The order # is *******, totaling $165.44, and the tracking number is Fed Ex #************. The part was defective, and I had to order the part from another company in order to fix my problem quickly and get my car back on the road. Now I am trying to return the defective part and I am getting the runaround.There is no phone number listed on the website. So, I requested a return through the link on the website on Aug 22. When I had not heard from anyone by the next day, I placed a request for a phone call. I got a response almost immediately, and was told the company was not able to call due to staff shortages. Then when I explained the situation and that I would need a refund for the part plus shipping as well as return shipping, I never got a response. In the meantime, a received a response on the original request four days after I sent it. Even though I explained that I needed a refund for part and shipping both ways, I got a return receipt for $82.50. I have no idea how they came up with this number. I've attached both the original receipt and the return receipt.I don't have time for this company's slow response time. I need a prompt and satisfactory response to this issue. I'd like a full refund of $165.44 and a paid shipping label in order to return the part.

  Business response

  08/29/2023

  To all parties, 

   

  AutohausAZ provided a return shipping label to the customer: Return Authorization number 178945 and ***** tracking 783018109247, which does not show transit as of yet. We have a detailed returns page in the event return needs to be processed. 

  Customer must return the defective part first before AHAZ issues a full refund in the amount of $165.44 marking the return with issued RA number 178945 and provided tracking 783018109247.

   

  Kind Regards. 
  
  AutohausAZ Team
  Online Chat Support Hours: Monday-Friday 9-3 MST (Arizona Time)
  View Contact Information
  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company expedited shipping for $49.99 and it taking over 4 days and tried to get it refunded but they told me no. Now I have pat shipping it back another $22 for a total of $79.99 in fees for nothing. Pleased help

  Business response

  08/04/2023

  To buyer (*******) and BBB,

   

  We have processed RA ****** for a full refund on order *******. Refund will be issued in full of $223.90. Package has been turned around back to our facility. ***** case# C-117437853. Please allow your issuing bank additional two to three business days to post credit back to your available funds.

   

  Kind Regards. 
  
  AutohausAZ Team
  
  Online Chat Support Hours: Monday-Friday 9-3 MST (Arizona Time)
  View Contact Information

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Monday July 10th, 2023, i searched for a product online, found it "in stock" and purchased the product. 2 days later after my part was already supposed to arrive and was in desperate need of this part, i received an email saying my order was canceled because they didnt have the product. Other businesses have multiple of the part i need and instead of making the effort to fulfill my order they cancelled it and did not even attempt to make it right by locating the product for me. They took my money, made me wait days and resulted in me losing a job because they lied about their products. Their website still shows the items in stock, this is false advertising. Their response to my frustration was in minced words oh well. Terrible customer service, and false advertisers.

  Business response

  07/14/2023

  *****, 

   

  First of all, we would like to apologies again for not being able to fulfill your order. 

  There is no company that we are aware of in the automotive industry that has access to a 100% live inventory of their products, (simply does not exist) - especially when shipping products, such is in our case from 13 warehouses spread across the nation. Our warehouse network is disclosed/ displayed on our website and is public information. At the time your order was generated the part was available per the computer system (true). Upon processing the order; however, we have learned that the part is depleted and the order could not be fulfilled. We have promptly emailed you an apologetic email stating that the order will be canceled and a full refund will be issued due the fact. The reason it took us two days to notify, is because we state on our site two days to process and ship your order. 

  Please note that orders are processed in the order they are received. The inventory takes 24 hours to adjust on average; thus, in some cases more units are sold than actually available in stock. There is an overlap if you will. 

  The reason part is showing still in stock, is because we did receive a new batch and the part is available for sale again until supplies last. This case most definitely does not call for BBB complaint. If have failed to refund you, sure. That is not the case here. 

   

  AutohausAZ Team
  
  Online Chat Support Hours: Monday-Friday 9-3 (Arizona Time) 
  

  Customer response

  07/14/2023

  it is not anyones fault but autohausazs', that you false advertise to the nationwide consumer. If it only took 2 days after you cancelled my order to receive more of the product, that means you would of had to have ordered them prior to me making my purchase, and you knew at that point your company was false advertising and you didnt have the product. At that point you still took my money with the knowledge you didnt have my part, or you should have said the parts were supposed to be in any day now, but the truth is you can lie all you would like and its clear you do, per your websites in stock inventory, but your now trying to cover your own ****, you should have notified me of the problem and not just cancelled my order or done the right thing and fulfilled my order. I lost $385.00 in labor for replacing the part as i had promised the customer when it would be completed per your websites inventory and shipping details, and used their money to buy a product that didnt exist 2 days ago in your inventory and now miraculously you have more than a few and only 2 days later. It made me look incompetent and a liar when that is solely your fault not only for causing it but being thise things yourselves. You cant secure 2 day shipping for a product 18 of your warehouses cant locate to fulfill my order but now you have them 2 days later....hmmmm more cover up.  You clearly lie and i would like to be covered for my losses. I will be continuing to go through the BBB and my lawyer to see that this is resolved. You may send checks payable to *********************** P.o. box 308 ******, ** 77831 

  Business response

  07/17/2023

  *****, 

   

  As mentioned in the previous response, we have 13 warehouses across the nation, which are managing their own inventory; thus, occasionally the re-stock of items overlaps with parts available for sale (this is out of our control). We have been in the communication the entire time to inform you of these logistical problems. 

  AutohausAZ.com will not compensate requested amount due to the circumstances as the full refund for the sale has been issued. 

   

  Kind Regards. 
  
  
  AutohausAZ Team
  
  Online Chat Support Hours: Monday-Friday 9-3 MST (Arizona Time)
  View Contact Information

  Customer response

  07/25/2023

  i lost a job because of your false advertising and lies. Your incompetence and delayed shipping/canceled order/refund is the sole reason why i lost this money. You may have 12 or 13 warehouses across the country and ha e a large company with a large cushion of money, but me, the blue colar working man struggles to survive and every single ***** counts and me and my family have to do without because of your lack of good business ethics. Unacceptable, how many people have you done this to that you care less about...im sure the number is staggering. I woild like to be payed for the monies you took out of my hands and ultimately of my childrens plate.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  0n 05/11/23 I ordered a water pump for a vw, a week later the pump started leaking through the housing. I had questions regarding warranty/returns and need to speak with an employee. I called the phone number in the email only to get an automated message asking to go online so i sent an email asking for a call back. I sent 3 emails, trying to get a call back, received a reply saying i would be called after 3MST, no call. Received an email saying a ticket was created and i would be contacted, no call. then received a email saying they are only three people and cant call.

  Business response

  06/23/2023

  To buyer and BBB. 

  Please note that we do not have a phone line: however, we do have a live chat M-F. Please follow the steps below to start your return for a refund or an exchange if applicable.

  Please note: If you need a different part number than what was ordered please set up your return for a refund and place a new order for the correct part as we are not able to exchange any given part number for a different one due to price difference and inventory consistency. 
  
  1 - Submit your return for an exchange, once defective unit is received, new replacement order will be generated.
  (Only if the same part number is required and request is being submitted within the 30 days from the date of purchase)
  2 - Submit your return for a refund, and then place a new order for the correct replacement part.
  (Faster replacement option, and must be selected if a different part number is required or replacing failed part after 30 days from purchase)
  3 - Submit your return for a straight refund if sourcing parts locally for example, we will just issue a refund upon receipt.
  (Restrictions apply, please see our full return policy AutohausAZ - Return Policy .)
  
  Go to the Manage Your Orders page and select the order you'd like to return. You will be redirected to the order detail page. On that page under the Order Details title, click the Return Parts button and you will be guided through several steps to process your return.

  Kind Regards. 
  
  AutohausAZ Team
  Online Chat Support Hours: Monday-Friday 9-3 MST (Arizona Time)
  View Contact Information
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: ******* Amount $379.70 Floor mats specific to my vehicle purchased, but received floor mats that do not fit my vehicle.Need to return floor mats as they do not fit my vehicle, either need floor mats that fit my vehicle or a refund.BEWARE: Business does not answer the phone and lacks customer service.Order # ******* **************** ****** Floor Mat ****************

  Business response

  04/12/2023

  *****, 

   

  We have tried calling you multiple times and could get through. we have detailed return instructions on our site if the product is wrong or not needed. Please return it for a refund. 

  Please follow the steps below to start your return for a refund.
  
  Go to the Manage Your Orders page and select the order you'd like to return. You will be redirected to the order detail page. On that page under the Order Details title, click the Return Parts button and you will be guided through several steps to process your return.
  
  If you don't remember your password or did not set one up at the time the order was placed, a password can be requested by referencing your email here: Reset Password
  
  Refund: It takes two to three business days to check in the return and additional two to three business days for the issuing bank to post credit back to your available funds. 
  
  If you have any additional questions, please do not hesitate to let us know.
  
  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed and order earlier this month on2/10/2023 (*******) which has yet to ship. The order was supposed to ship within a couple of days but an email was sent indicating it would ship on the 15th. Well that day came and a shipping label was created but nothing was shipped. Today is the 21st and I cannot find a phone number to call and cancel the order. I want a full refund as I ordered elsewhere.

  Business response

  02/23/2023

  ********,

   

  We have processed RA ****** for the lost shipment (no progress on the scan) and have are processing a full refund back to the method of payment on file. **** ending in 2258. 

  Our sincere apologies for the lost package. Please allow your issuing bank two to three business day to post refund back to your available funds. 

   

  Kind ****************************************************************************** Manager
  
  Online Support Hours: Monday-Friday 7-5 MST (Arizona Time)
  
  
  
  

   

   

  Customer response

  02/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I just placed an order with autohausAZ number ******* on Jan 22, 23 online around 9pm EST when they were closed.After placing order I read many complaints on them on BBB, so decided to cancel order. Then I checked their website which says order can be cancelled. First I sent them message through their web domain which said we are currently closed. Then I went to my order and tried cancelling my order within two hours of placing. But It said order cannot be cancelled. I have never experienced such that I cannot cancel order within two hours after placing it. Something is not right with their policy and system set up. I got email response to my message from them with ticket # ****** regarding my request. Why would they issue ticket # instead of just canceling my order. Calling them tomorrow will be of no use because I read complaints about long wait and no answer to multiple calls.All i want is my order be cancelled and issue full refund. I would not like to deal with someone who has lots of complaints on BBB, which I should read first, my mistake.

  Business response

  01/23/2023

  ***************************,
  
  

  Per your request, we have cancelled your order.  We are certainly sorry we were not able to assist you with your parts needs at this time but look forward to your allowing us to do so in the very near future.

   

  Kind Regards. 
  
  
  
  AutohausAZ Team
  
  Online Support Hours: Monday-Friday 7-5 MST (Arizona Time)
  
  Phone Support Hours: Monday-Friday **** MST (Arizona Time) 
  
  View Contact Information
  
  

  Customer response

  01/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Payment of $349.98 was accepted and order ******* confirmed on 3/24/2022 with email from autohausAZ for part #*********** door mirror drive motor that showed "In Stock" for $326.99 at the time of the purchase. I received follow up email 3/25/2022 unilaterally cancelling the order saying it was not available; however, it appears this was done to increase the price of the part since it was listed a day later with the same part # for $691.99 and still shows as 'In Stock." This is unethical and a breach of contract since we had an agreement ; wherein, they accepted payment for a specific item at a specific price, cancelled unilaterally with a questionable explanation under the circumstances, and not offered the option to wait for the part which, they obviously still carry and apparently had available within a couple days, at a higher price. Very unethical and a breach of contract and maybe even illegal under State and Federal consumer protection laws.

  Business response

  04/04/2022

  To BBB and ****, 

   

  Our sincere apologies for this part's discrepancy. The part is unfortunately not available. We have canceled order ******* due to no available stock and have issued a full refund back to the MasterCard on file in the amount of $349.88, the part has also been removed from the catalog due to backorder. 

  P.S. Please also note for future that our inventory is purchased at different prices all the time. If we have couple of units left on the shelf- we may **** those below value to liquidate, this does not dictate future price of the goods once restocked. 

  Thank you for your business.

   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My number ************ .. stated in emails they shipped ***** they lied ****% id get packahe 6 days ago then didnt they stated they mailed 1st march ahipped package ***** ***** waited all day package not gete ***** told ne they ONLY PRINTED A LABLE NIT TURNED OACKAGE TO ***** ITS OENDING PAID FOR PART ALREADY COMPLAINED CORPORATE NO ANSWR OFFUCE SHIPS PART ******* HAS NO CALL BACK NUMVER .REGRET SHADY SEEDY OPERATION URS FACT THEY LIED TO ME IN OFFICIAL BUSINESS COMMUNICATIONS

  Business response

  03/03/2022

  *****,
  
  Order ******* was processed and shipped via ***** tracking number 567410261507, which is showing delivery date of 3/3/2022 - March 3rd, 2022. Please also note that you have selected a standard shipping method with our flat rate of $9.99. Standard shipping methods travel 4-7 business day and is stated that is an estimate. Package arriving on the 3rd, lands this delivery on time and the 5th business day in transit. 
  

  This package is on time given selected shipping method.  

*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. ↩