Clark Bruce State Farm Insurance

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated April 22, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] was contacted and a refund will be issued 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 West Allegheny Avenue Philadelphia, Pa

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated May 28, We apologize for any inconvenience [redacted] may have experienced with our online ordering We have reviewed your order and found that we have made several mistakes during your order processWe will look into why theses mistakes occurred and can assure you this will not happen again We again apologize and would like to send you a check for the $(cost of your shipping) and (discount of your item)We hope that you accept this offer along with our apology Please confirm that we should send the check to [redacted] **, North Ridgeville,OH [redacted] Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

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 The manager has tried several times to contact [redacted] to address his concernsWe ask that [redacted] contact the manager who will make arrangements for [redacted] to receive a refund for $ We apologize as well as thank [redacted] for allowing up the opportunity to address his concerns, Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

We are in receipt of the rebuttal sent to your office by [redacted] tAs we stated in our last response [redacted] t’s concerns are being addressed by the tow companyToday the tow company tried to contact [redacted] t to advise they have her check Robin S*** Customer Experience Supervisor

Dear Ms***, We are in receipt of the complaint sent to your office by Ms***We apologize for any inconvenience Ms [redacted] may have experienced at our facility Ms [redacted] was contacted and offered a refund for $ We apologize as well as thank Ms [redacted] for allowing up the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

Dear Ms***,We are in receipt of the complaint sent to your office by Ms***We apologize for any inconvenience Ms [redacted] may have experienced at our facility and to your office for the delay in our responseBelow is our response p[provided by the Area DirectorHere 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 againWe attempted everything we could to install this for her and we could not get it to line up correctlyWe 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 herThe second ticket which we did charge her for the headlamp bulb install should be refunded to her, the cost of this ticket was $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 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 concernsRobin S*Customer Experience Supervisor

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] on April 29, 2015.We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] came to our Roswell location on April 9, with a non functional a/c system in his [redacted] [redacted] requested to have the vehicle inspected for needed service(s) and/or repair [redacted] was advised of the cost for initial evaluation ($plus cost for Freon) and agreed to have leak evaluation performed to diagnose the source of problem concerning the faulty a/c system [redacted] was advised as to the additional cost of the Freon and authorized the service technician to continue forward with the evaluationWhen the Freon level was corrected, the a/c compressor was tested by leak detection and was found to be faulty (leaking) and needing to be replaced [redacted] was given an estimated cost of repair and declined any service at that time Almost three weeks later the [redacted] returned in search of a refund for the evaluation fee and cost of the Freon [redacted] stated that he had taken the vehicle to an independent mechanic that had "simply refilled the Freon and now he had cold air again."An explanation was given to [redacted] that the compressor does work, as long as there is Freon in the system, and that when the Freon leaks out through the compressor, he will not have cold air anymore [redacted] stated he still wanted a refund , but was informed by the Customer Service Manager that he would not be able to issue a refund at that time [redacted] was advised to contact Service Manager Allan L [redacted] regarding any refund that may be availableAfter contacting Allan, [redacted] came to the store to discuss with Allan about the service performed and a possible refundAs Allan explained to [redacted] as I had regarding the continued loss of Freon affecting the a/c system performance, [redacted] became belligerent and began making statements that Customer Service Managerunderstood his complaint and that he should be issued a full refund and that the diagnosis had been wrong from the start [redacted] was advised that these statements were made based upon the information presented to Customer Service Manager at the time of initial complaint and that after reviewing all of the information, we did nothing wrong [redacted] was offered a refund if only he would allow us to measure the pressures concerning the compressor, so that we could verify that there was an actual charge left in the system [redacted] immediately left without allowing a 2nd evaluation (at no charge) to be done on the a/c system 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 West Allegheny Avenue Philadelphia, Pa

Dear Ms***, 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 The Area Director contacted Ms [redacted] and Ms [redacted] stated the dealer could not find anything that was related to the work that Pep Boys performedMs [redacted] did not state what the dealer found We apologize as well as thank Ms [redacted] for allowing up the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

We are in receipt of the complaint sent to your office by [redacted] , dated June 10, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] brought his vehicle to our facility for a state inspection, the vehicle failed [redacted] was given an estimate of the repairs needed, he declined the repairs [redacted] returned to our facility days after the vehicle failed and just handed us receipts and expected stickers without even looking at the vehicle to see if work was performed [redacted] was going in and out of the shop area to see why we had re inspect the car and also advising us how we should to do our job [redacted] stated this was not necessary and other shops he goes to do not re inspect the vehicle all over again and charge him [redacted] gave the mechanic a hard time about the re inspectionSo when it came time to pay he said he was not paying for it and the receipts was all we needed [redacted] stated the re inspection was unnecessary and were just giving him a hard timeWe tried to explain the inspection process to [redacted] , but he still insisted we were wrongAt that time [redacted] was given his keys and advised we do not do bustiness like this, we advised [redacted] that he should go to the place where he gets free re inspections doneI told him we did everything right by the state rules of inspection process We find no wrong doing on behalf of Pep Boys, we did everything right according to the state rules [redacted] also has requested to speak to the District ManagerThe District Manager has left several messages for [redacted] to return his call [redacted] can contact the District Manager Kevin C [redacted] at ###-###-#### We again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] , dated April 18, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] came in for a State inspection, she needed tires and we recommended brakes*** [redacted] paid and left our facility [redacted] called stating she had a knocking noise while driving, we advised her to return with her vehicle and found one wheel not positioned properly on the hub, we checked and torqued all four wheels Marc the Service manager spoke to [redacted] and explained what had happen, he wanted to make sure [redacted] was happy before she left and offered to do the brake service that she needed free, hoping to keep her as a customer Marc than left for vacation when [redacted] filed the complaint concerning the emergency brake and that she did not want to speak to anyone at the storeThe Service manager would like to resolve this with [redacted] and if that includes giving a refund he will provide that to [redacted] We ask that [redacted] contact Marc so they can come to an amicable resolution 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 West Allegheny Avenue Philadelphia, Pa

[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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution insulting but I guess I have no choiceThe $gift card is an in-store gift card which is totally useless as I don't plan on ever going back to any Pep Boys store Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I will wait while they continue to investigate and I look forward to their response no later than July 3rd Regards, [redacted]

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*Customer Care SpecialistPep Boys [redacted] ***

We are in receipt of the complaint sent to your office by [redacted] After some research we found that this is not a Pep Boys rebate but a manufacture rebateWe would like to offer [redacted] a $Pep Boys gift Card to replace the rebatePlease advise if this is acceptedWe again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRobin S*** Customer Experience Supervisor

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 The manager did try to contact Mr Howarth to offer the requested refund requestIf this refund has not yet been rendered, we ask that [redacted] contact the manager and make arrangements to return and receive his refund We apologize as well as thank [redacted] for allowing up the opportunity to address his concerns, Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue

[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] came to our facility for an oil change and tire rotationWe rendered those services [redacted] left only to return stating his A/C was not running like it was before he came in to usWe offered to do a free A/C check, but [redacted] declinedPep Boys performed an oil change and tire rotation, which neither of these services have anything to do with the A/CRobin S*** Customer Experience Supervisor

Dear [redacted] We are in receipt of the complaint sent to your office by [redacted] dated August 3, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] case is being handled by our claims departmentAny communication on this claim must go directly through Brenda B**All decisions made by our claims department are final 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 [redacted] ***

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 onlineCustomer was provided a credit of $on January 12, We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S*Customer Experience Supervisor

Dear Ms***, 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 facilityMs [redacted] explained to us that she took her car to the dealership before bringing it to usThe dealership did not want to work on the vehicle because it has been in a wreckThen she brought it to usShe explained it was in a wreck and the dealership did not want to work on it due to too much damageWe brought the vehicle in and started inspecting itWe found that it has a bad lower control arm, cv axle, and spindleWe explained we would need to start there firstOnce we repaired the vehicle more issues started to come up during the test driveIt sounds like she has transmission problems ( which we do not do at that store) and has a possible bent frameThis was explained to the customer before she picked up the vehicleWe explained to take it to a body shop to see if the frame was bent from the wreck which she explained she was in before she brought it to usOverall the vehicle needs a tremendous amount of work and what we did was just the start of the issuesNow she needs her transmission addressed as well as having the frame looked at which we do not do either of these at the storeThis was explained to the customer We are denying any refunds on any of the repairs rendered, as these repairs have nothing to due with the issues on this vehicleWe again apologize as well as thank Ms [redacted] for allowing us the opportunity to address her concerns Robin S*** Customer Experience Supervisor