Clark Bruce State Farm Insurance

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated April 22, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted] came to our location requesting a repair for her 2007 [redacted], it needed a catalytic...

converter.and a o2 sensor replaced due to the check engine light being on, as it turned out during the final step in the repair, the threads for the o2 sensor came out during the removal of the old sensor, not during installation, so we had to order a o2 re tap kit from another auto supply store, however, this did extend the completion time into the next day.
The stripped threads were not the fault of the technician or even the car, it just happens sometimes and cannot be predicted in any way, We did communicate this to [redacted] as soon as we knew it would take additional time and discounted the invoice $100.00 with this discount and the notification of the additional time needed, this would have been more than enough to allow for a rental car for 1 day.
We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are in receipt of the rebuttal sent to your office by Mr. [redacted]. We sent Mr. [redacted] the return labels and a gift card for his inconvenience. We are still waiting for the return. According to our records Mr. [redacted] did not send us a return. We are attaching the return labels again for Mr. [redacted]. We have also left a detailed message on Mr. [redacted]’s voicemail. We apologize as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns.  Regards, Robin S[redacted]Customer Care Specialist

We are in receipt of the complaint sent to your office by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility. [redacted]’s concerns are still being investigated. We will provide a detailed response, once the investigation/resolution processed is complete. We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns. Robin S[redacted] Customer Experience Supervisor

Ordered parts and received the wrong ones. I have contacted then several several times, asking for return labels to return the parts and the keep sending me labels where I have to pay for shipping.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I just want prepaid Labels sent to me so I can send back the merchandise and get refunded.

I called Pep Boys at 10:05 am this morning and spoke to "Jose" I believe his name was. He said my Van was ready. I did not receive any call from them informing me that my van was ready. This is one problem I have with Pep Boys, their customer service is very poor! They do not communicate well at...

all. Jose said that the cost of fixing the van is $400 dollars. I informed him that Jorge D[redacted] quoted me a price of $300. Jose said Jorge was not at work today and that he would call him on his cell phone. Then he says Jorge gave me a 10% discount for something. So now the price is $370. when I originally took my van to them to fix they charged me $527 to fix a "No start" they gave it back to me and said it was the starter. I drove it for 6 days and it started but on the 6th day it was a "No start" again! My question is why are they charging me $370 for a problem that was supposed to be fixed with the $527 starter that they say they put in? They had my van since April 21, 2015 today's date is May 19, 2015 that's almost one month. Why am I being charged $370 more dollars for something that they said was fixed by putting a starter in?TranslateI do not think I should be charged the $370 for fixing my "No start" vehicle because they already charged me $527 to fix the "No start" by replacing the starter. Then 6days after replacing the starter my van again was a no start. The same problem they said they fixed by replacing the starter. Evidently the starter was not the problem. Actually while writing this complaint it appears that I should not be charged the $527 for the starter since it is evident that the starter was not problem.

We are in receipt of the complaint sent to your office by [redacted].  We apologize for any inconvenience [redacted] may have experienced with the brakes she purchased online. Customer was provided a credit of $17.11 on January 12, 2017. We again apologize as well as thank [redacted] for...

allowing us the opportunity to address her concerns.  Regards, Robin S[redacted]Customer Experience Supervisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted] We are in receipt of complaint submitted to your office by [redacted]
 [redacted] concerns are being addressed by our claims department. If [redacted] has further concerns about her claim, we ask that she reach out to the claims department @ ###-###-####. We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.  Regards, Robin S[redacted]Customer Care Specialist

Dear Ms. [redacted],
We are in receipt of the complaint sent to your office by Mr. [redacted] .We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.
A check was issued to Mr. [redacted] on July 8, 2015.
We apologize as well as thank Mr. [redacted] for allowing up the...

opportunity to address his concerns

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]
Philadelphia, Pa 19132

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated May 28, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted] will be receiving a refund. A check has been sent to the store for pick up on Saturday June 13, 2015.
We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

[redacted]   We are in receipt of the complaint sent to your office by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.   [redacted] was contacted by the service manager, who addressed [redacted] concerns and replaced the tire under...

warranty.   We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.   Regards,   Robin S[redacted] Customer Care Specialist

Dear Ms. [redacted],We are in receipt of the complaint sent to your office by Ms. [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our facility and to your office for the delay in our response. Below is our response p[provided by the Area Director. Here are the WO#’s for...

the services that took place at the [redacted] location. [redacted], and [redacted].  The first ticket was the one where we did break a bracket attempting to install the customers newly provided head lamp assembly, as you can see we did order a new one at no charge to her and she took that headlamp assembly when she left.  The install was not able to be done correctly due to prior accident damage (see picture attached) that [redacted] incurred and this is why she is wanting the headlamp installed when she initially came in, the damage we noted during the install could not be correctly installed due to the fender being damaged, radiator core support being bent, and the bumper bracket being bent, and the bracket for the headlamp was bent and the brackets could not be lined up correctly without breaking the new headlamp assembly again. We attempted everything we could to install this for her and we could not get it to line up correctly. We did bring her out to the shop and attempted to explain the situation to her, and she didn’t understand why we just couldn’t install it for her. The second ticket which we did charge her for the headlamp bulb install should be refunded to her, the cost of this ticket was $36.28. WO#[redacted] was noted in detail on the issues she has with her vehicle also I was able to get a picture of the vehicle when it came into the shop I was in contact with her via email, then I continued to respond to her to setup a time that would work for her to speak to me over the phone, since my last 2 emails to her she has failed to respond back to me.  We again apologize as well as thank Ms. [redacted] for allowing us the opportunity to address her concerns. Robin S[redacted]Customer Experience Supervisor

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated May 20, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
On May 20, 2015 [redacted] dropped off his car for a brake inspection. [redacted] called in to ask about his...

vehicle and the brake inspection he had requested. He spoke to one of the service advisors who told him that in addition to the repairs that were already recommended, he would also need calipers because they where seized. The total estimate was approximately $930.00. [redacted] then asked to speak to the manager on duty, which was Shayna (CSM) to get a better understanding of why the estimate was different than what he previously thought it would before the inspection was performed.
Shayna explained that upon inspection it was determined that the calipers were seized and needed replaced in addition to the other repairs needed. Shayna indicated she would check with the technician to confirm the evaluation and get back to him in about thirty minutes to an hour. [redacted] called back within ten minutes wanting to know why he hadn't been called back yet and when speaking to Shayna stated that he had obtained a lawyer whom was advising him on what to do with his vehicle. He stated that his initial service advisor, Steven, quoted him a price of $650.00 and that Pep Boys must honor that price. Shayna told him that she would honor the quote for the brake repair estimate that was originally given. The customer insisted that the calipers be added to that price as well. At that time he indicated he would call us back to let us know whether to move forward with the repairs or not.
[redacted] then called back and declined the repairs stating that he had contacted his lawyer and was advised to pick up his vehicle and take it elsewhere. At the customers request we had the technician back [redacted]'s car out of the service bay to insure that the keys and car were ready for him when he came to pick up his vehicle. When [redacted] came in to pick up his vehicle he let Shayna know that he had contacted corporate and that if we would not do all the repairs needed for the price of the brake repair which he estimated to be around $520 then he would contact the Revdex.com as well. Shayna apologized for any inconvenience and offered to walk [redacted] through the estimate again. While doing so Shayna let him know of the safety hazards he was facing by driving the car with seized calipers. He paid $14.99 for his brake inspection and drove the car away.
We find no wrong doing on behalf of Pep Boys and no repairs are due.
We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.
Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted],We are in receipt of the complaint sent to your office by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility. [redacted] brought his [redacted] in for an oil pump replacement. [redacted] provided the oil pump The service...

advisor wrote the vehicle up as a fluid leak evaluation to be able to determine what was leaking and to see what condition the truck was in. The truck smoked on start up, had a low end knock and had an oil light on that flickered when running. Courtney determined not to do work on the truck based on the current condition.On Tuesday [redacted] came to get the truck. The service advisor did not update him on the technicians findings and the original advisor was off, so the working advisor fumbled for information. No notes were on the ticket. The customer left the store and spoke to Chris ( mechanic ) outside the bay of the shop. He told Chris he was upset nothing had been done to his truck in regards to repair. Chris checked the oil level and found the truck was overfilled by 2-3 quarts. Chris directed the truck to be pulled in the bay and have the oil level corrected by a GST. When draining the oil, Chris noticed metal shavings in the oil, Stephen was advised and directed not to drive the truck in the current condition. [redacted] called on April 1, 2016, stating his engine locked up and he had the truck at another shop for inspection. I spoke with him and recapped everything that was covered with him at the store and he acknowledged the condition of the truck prior to service. I told him based off his information there was nothing we could do to correct an issue that existed with his failing engine. We apologize as well as thank [redacted] for allowing up the opportunity to address his concerns, Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated June 12, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted] was contacted and offered the requested refund.
We again apologize as well as...

thank [redacted] for allowing us the opportunity to address his concerns.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Complaint: [redacted]
I am rejecting this response because:this experience was unnecessary and unprofessional. The part that they withheld cost me time & money which I will never see. The part that was taken & not returned is black metal & the "Tech" replaced it with a chrome 15mm socket. In my opinion this is very hard to mistake. Danny failed to return my call for a week thrn called me 2 times Friday and again on Saturday when we spoke. Danny failed to even follow up and still thinks its at their shop but its in my car for a week. The district manager was rude and demanding. Not a friendly guy and he got me so upset I don't want to hear from him ever again. Thanks for the misery... I'll make sure all my friends know that saving a little money cost you in the long run at Pep Boys 
Regards,
[redacted]

Revdex.com:
Thank you so much for helping me resolve my issue.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Best Regards,
[redacted]

We are in receipt of the complaint sent to your office by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility. [redacted] was provided a full refund. We again apologize as well as thank [redacted] for allowing us the opportunity to address her...

concerns. Regards, Robin S[redacted]Customer Experience Supervisor

We are in receipt of the rebuttal from [redacted] has filed her concerns with an Attorney, and several other agencies. Our claims team have been in contact with the lawyer who represents [redacted]. We ask that this complaint remain closed. Robin S[redacted]