Clark Bruce State Farm Insurance

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 contacted [redacted] advised the manager that the engine light was no longer on. The...

manager advised [redacted] that if the light comes back on to bring the vehicle in.
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
3111 West Allegheny Avenue
Regards,

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

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 choice. The $100 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]

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 I received a check from my warranty for the repair thank you . 
Sincerely,
[redacted]

[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:
As of my posting of the complaint on the date of Aug 8 I had not yet received the refund. That was simply a coincidence to have received it later that day. I believe it was not a coincidence to have finally received it close to that time because the very last call I made came with the threat of contacting the Revdex.com if it was not resolved.  Why did it have to come to that point to begin with? I have it now, but they have not clearly answered why it took more than 2 weeks to process a refund to me after the date that tracking showed they received it.  That is poor business practice.  I only had to go through all of this because Pep Boys shipped me the wrong item to begin with.  Why also did it take a week to simply send me a return shipping label via email?  That had nothing to do with it being a special order item.  Their representative said that the item would have to be retuned and then the correct one would be sent out only after they received the item back.  To wait for a week to even get a return label would have be unacceptable if I had stayed with purchasing this item from this company.  Time is a factor when ordering car parts for most people and they did not value this with their actions.  The pseudo apology in their response to my complaint is nothing other than a big business brush off without actually researching the problem and resolving it for the future.  The problem was not at all having to do with it being a special order item.  That is simply a convenient excuse to tell hoping many undiscerning people might believe it.  I have done business with many companies that I have ordered special order items from,  [redacted] etc.  When I have dealt with these companies when I had an issue with these special ordered items, it was resolved without issue within days, not over a month.  Furthermore, their representatives lied to me several times when they told me a supervisor would call me back.  No one ever did.  I was hoping to resolve this with someone who had the authority to do so and I was shown that they do not care about the customer enough to follow through on their word.  Everyone has a supervisor there.  It amazes me how there was no one ever available at the time of my calls or ever available to call me back.  This is clearly their business practice to limit the customer from being able to take their issue up the chain of command to resolve it amicably.To put this succinctly, I would have kept the purchase if they would have shipped an advanced replacement to correct their mistake while I shipped the wrong part back.  I specifically requested this as a resolution. They could have charged my card for another item if they did not receive it back by a certain date that they could have specified.  They would have kept a customer and we would all be happy with me understanding that these things happen.  Instead, they made me make four phone calls to even get a return shipping label.  Once they received the item (proven by tracking) I had to make another 5 phone calls over a more than a couple weeks to get the refund.  Blaming this on a special ordered item shows poor character and an unwillingness to see the problem with their business practices.  
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.
The manager and [redacted] came to an amicable resolution.
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
3111 West Allegheny Avenue
Regards,

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated May 18, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
**. [redacted] came in on February 15, 2015 for a steering evaluation. Once evaluated we found the...

customer needed axles. Associate (Winston) did overnight the axles from the INDC order number [redacted], however due to the snow storm the parts were stuck in another area upon arriving to the store. On the February 18, when the axles arrived at the store we found that the axles were not correct on one side, that both axles were for the driver side. We immediately got on the phone with some places around town and everyone said it would be a few days out due to the snow storms. We finally found a place that could get it to us next day since it was coming from the south so we ordered it.
Once the correct part got here we realized that the part was damaged and the ring had been put in wrong. We called a few places around town to get the axle rebuilt and ended up taking the axle to [redacted] a [redacted] specialist to have the axle rebuilt. As all this was taking place the customer called my Service Manager and myself to the van to look at the contact points we did notice some damage had been done and entered at claim . This happened on the 19th my Service Manager was to enter the claim once the vehicle got let down and we could look at the damage better.
I (Amanda) left that day and was heading out of town on vacation. Once I arrived back to the store on the 2nd of March nothing was said to me about the van or the claim I then spoke to [redacted] on the 6th and she said she has not heard back from anyone and that she had faxed over the estimates. I asked her to email the estimates to me and I than got with my Service manager he advised he had not entered the claim, so immediately I entered the claim in on that day. Few days went by I spoke to [redacted] again I assured her the claim was entered I had the print out of the claim, after several times back and forth with Mrs [redacted] calling our claims department . At this point [redacted] had lost her faith and spoke to me one last time on May 14th at that time I got my AD Neil involved and he was able to reach out to Becky.
We apologize to [redacted] and her family for any inconvenience this caused, we feel we did our best to expedite the part delivery, but found it out of our control. As for the length of time it took for our claims department to send [redacted] the claim check, we again apologize and will be addressing this with the manager of claims.

On behalf of Pep Boys we do apologize as well as thank you for allowing us the opportunity to address your concerns.

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

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 manager who has left several messages, but has not received a call back by [redacted] also provided the...

address of the location where he purchased the tires, we do not have a location at this address. We ask that if [redacted] is having a problem that relates to a service we provided, we ask that he visit a Pep Boys to have the vehicle inspected. We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns. Regards, Robin S[redacted]Customer Care Specialist

[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 information, [redacted] is requesting, was faxed to ###-###-####. We again apologize as well...

as thank [redacted] for allowing us the opportunity to address his concerns. Robin S[redacted] 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.
[redacted] received a refund for the parts she purchased from store #** $122.23 plus tax and for the alignment...

$71.99, the charge of tightening the bolt $84.00 the refund totaled $346.49
We apologize as well as thank [redacted] for allowing up the opportunity to address her concerns,

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

[redacted] came in we found that he had a rear main leaking oil, he was told that it needed to be replaced. He decided to have the work completed. This work was completed.  The transmission was never removed from the vehicle it was left up on the jack stand still attached and caped off...

so no fluid would leak out. This was all reviewed by AD on CCTV, when complaint first came in. In good faith C[redacted] had him call to have it t[redacted]d back in so we could check our work. When the customer picked it up the first time he was advised at that time that he had a broken dip stick on the transmission and that we could not check the fluid levels. He was asked if he wanted it replaced and said he would pick one up himself. The location did absolutely no work to the transmission. When the vehicle was t[redacted]d back in, the master tech rechecked all work completed and found no leaks and engine oil levels all to be good. So no issues with the work we completed. This was communicated to the customer, in good faith I had C[redacted] call and set up for us to have the vehicle checked out by a local transmission shop at no cost to the customer. The transmission shop found the levels to be correct, but found that one of the shift cycloids had gone bad. We asked if we could have caused this and they told us NO this was just something that happen because of the mileage and normal wear and tear. We communicate this to the customer on a few occasions and asked if he wanted them to fix it. He declined because he did not want to pay for it, but wanted pep boys to put a new transmission in the vehicle. He was advised this was not an option and that Pep boys did not cause the damage and that he would need to pay for any repairs that were needed. He left the vehicle on the property and did not pick it up for a few weeks. I had C[redacted] reach out and advise him that if the vehicle was not picked up by the end of the week we would be starting the abandoned vehicle process. The customer called back advised don’t worry about it he had the dealership coming to pick it up because he was trading it in on a new vehicle. Customer had vehicle t[redacted]d no other communication has been had since he picked it up until we received this. So the recap we replaced a rear main seal, transmission was never taken out by Pep Boys, no fluid was lost. Customer was advised that we could not check fluid levels because he had a broken dip stick that was inside the tube. He declined to have it replaced by us. We had it t[redacted]d and checked by a local transmission shop that advised it was a shift clinoid that went bad. They advised they was normal wear and tear not an issue we could have caused. Customer declined to have it fixed because he did not want to pay for the repairs. He had it t[redacted]d off to use for his trade in on a new vehicle is what he told us.  No Refund given because the work we did was intact and had no issues. His issues were internal transmission issues that were NOT caused by Pep Boys.. We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.   Robin S[redacted] Customer Experience Supervisor

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. Ms. [redacted] explained to us that she took her car to the dealership before bringing it to us. The dealership did...

not want to work on the vehicle because it has been in a wreck. Then she brought it to us. She explained it was in a wreck and the dealership did not want to work on it due to too much damage. We brought the vehicle in and started inspecting it. We found that it has a bad lower control arm, cv axle, and spindle. We explained we would need to start there first. Once we repaired the vehicle more issues started to come up during the test drive. It sounds like she has transmission problems ( which we do not do at that store) and has a possible bent frame. This was explained to the customer before she picked up the vehicle. We 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 us. Overall the vehicle needs a tremendous amount of work and what we did was just the start of the issues. Now she needs her transmission addressed as well as having the frame looked at which we do not do either of these at the store. This 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 vehicle. We again apologize as well as thank Ms. [redacted] for allowing us the opportunity to address her concerns.   Robin S[redacted] Customer Experience Supervisor

[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 and provided a full refund.   We again apologize as well as thank [redacted] for...

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

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
Mr. [redacted] was contacted by the manager. Mr. [redacted] advised the manager that he had already purchased a new tire. The...

manger offered to give a partial refund.
We apologize as well as thank Mr. [redacted] for allowing us the opportunity to address her 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]. We apologize for any inconvenience he may have experienced.   This is the response from our online team.  After researching the complaint, we found that these were special order items which may...

have caused unusual delay in the refund process. Based on information from the customer’s statement where he said that “as of August 8 he had not gotten a refund”. our record indicated that  the refund was process the same date as his letter for $573.33 @ 2:11pm, to the method of payment which was a credit card.  We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.  Robin S[redacted]   Customer Experience Supervisor

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.
Mr. [redacted] has been contact and advised that a check for $1010.80 will be sent to him at [redacted]...

[redacted],Atlanta,GA 30309
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

[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:My car was damaged during the routine service that Pep Boys was hired to provide. I went in for a simple oil change and transmission fluid and filter change. I left with a significant transmission fluid leak. If the issue was simply one of poor customer service or something along those lines a refund would suffice. However, I am now looking at heavy diagnostic fees and repair charges to determine the extent of the damage and best resolution. This is something that I should not have to pay. My car was not leaking when I took it in for service and was leaking when I picked it up. During the course of performing routine service someone at Pep Boys messed up and cause a problem. They need to take responsibility and cover the diagnostic and repair charges. I will not accept anything less.
Regards,
[redacted]

We are in receipt of complaint submitted to your office by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility. [redacted] was contacted and advised that if the other facility who was inspecting /repairing his vehicle, documents on their receipt...

that we caused the damage, we would file a claim to investigate. We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns. Regards,   Robin S[redacted]Customer Engagement CoordinatorPep Boys Auto Plus

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Ms. S[redacted],
 I just want make sure that you have been presented with the
correct facts.  In your Revdex.com reply, you
stated that I received a free inspection at the Miami, Florida location. This is NOT the case.  I paid for the inspection and did NOT receive a free inspection on
this vehicle at the Miami, Florida location. As I stated in my previous
correspondence with Revdex.com, I have the documentation showing this and will provide
it to you upon your request.  I noticed
some tire wear which alerted me that I needed an alignment and took my vehicle
to a local garage.  I was told that not
only did I need an alignment, but that I have about $1200.00 in repairs.  Pep Boys in Miami, FL, did not tell me there
was anything that needed to be repaired on my vehicle.  As a matter of fact, I was told the vehicle
was in great shape, and the person said he would purchase it himself!  I called the Pep Boys customer service number
and filed my first complaint.  At that
time I was told by Pep Boys Customer Service to take it to the local Pep Boys near
my home.  Then my local Pep Boys did my first free inspection of the vehicle, including the Front End, and discovered about
$2000.00 in repairs that need to be done.
Regards,
[redacted]

[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:have been in touch with Attorney office they have not heard anything from your Claims Dept,.  Not sure how you contacted the, maybe you can enlighten me.  I will be continuing with this complaint.  For 6 months now someone at Pep Boys has been supposedly dealing with this.    I will ask one more time please repairman car with a one year guarantee.  Your mechanic made an error....you need to step up to the plate as you have never deneed this error and fix my car.  You have taken my mode of transportation away from me leaving me to beg friends for the use of their cars to take my alzheimer husband to and from doc appointents and now I need it for 2 days to take him to adult care.    I will not stop.  
Regards,
[redacted]