Clark Bruce State Farm Insurance

We are in receipt of the complaint sent to your office by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experiencedMs [redacted] was refunded on January 8, reference number [redacted] We again apologize for this delayRobin 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 address [redacted] ’s concernsIf [redacted] is not satisfied with the resolution provided, we ask that she call the store and speak to the service manager.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.Robin S*Customer Experience Supervisor

We are in receipt of the complaint sent to your office by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facilityThe Area Director is waiting for a call back from [redacted] to assist with his concernsWe again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRobin S*** Customer Experience Supervisor

[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] ***

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:A repair estimate with caliper included was given by Steven at the time for $650.No written estimates of repair was given to me at any time throughout the process.The technician at the store did hang up on me for at least times.These are just facts and I think your response convinced me that the consistency of your customer service,Which is "don't care" and the merchants are always rightIf that's what the company wants to pursuit, I have no problem at all Regards, [redacted] **

We are in receipt of the complaint sent to your office by [redacted] dated June 12, We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] originally came in for brakesUpon the brake inspection, the tech found the brakes to be way below specsWe recommended brakes and the customer approved the repairsA few days later the customer complained about "losing brakes"After we re-inspected the brakes, we found that the brake calipers locked up.We could not determine at that time if we did anything to damage the calipers, there was no signs of improper installationIt looked as if the calipers were just old and needed to be replacedHowever, to show good faith to the customer, we re-did the brake job and even replaced both calipers and brake lines at no charge.At the time of repair it appeared that we would not be able to get the brake lines and the vehicle would have to stay overnightThe customer requested a rental vehicleWe contacted enterprise and they said she would have to pay and we could reimburse herThis did not make the customer happySo, I offered to pay with my own money knowing the company would reimburse meAt that time enterprise did not have a vehicle available until late afternoonLuckily, we were able to find a brake hose in time to finish the vehicle the same day and the customer would no longer require transportation.The vehicle left here with new brakes on front and rear with new rear calipers and brake hoses.A week later [redacted] contacted us and requested a refund for the laborWe declined the request due to the fact that we couldn’t identify why the calipers failedWe again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns, however the request for the $labor refund is being declined [redacted] was not charged for the calipers or the brake linesRegards, 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 May 28, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] will be receiving a refundA check has been sent to the store for pick up on Saturday June 13, 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

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] *** [redacted] also provided the address of the location where he purchased the tires, we do not have a location at this addressWe 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 inspectedWe again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*Customer Care Specialist

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: MsS***, 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 locationThis is NOT the case I paid for the inspection and did NOT receive a free inspection on this vehicle at the Miami, Florida locationAs 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 $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 $in repairs that need to be done 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]

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 To further assist [redacted] with his concerns, we will need the store location he visited Once we receive this information ,we will than begin our resolution process 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 20, We apologize for any inconvenience [redacted] may have experienced at our facility On May 20, [redacted] dropped off his car for a brake inspection [redacted] called in to ask about his vehicle and the brake inspection he had requestedHe 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 seizedThe total estimate was approximately $ [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 neededShayna 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 vehicleHe stated that his initial service advisor, Steven, quoted him a price of $and that Pep Boys must honor that priceShayna told him that she would honor the quote for the brake repair estimate that was originally givenThe customer insisted that the calipers be added to that price as wellAt 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 elsewhereAt 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 vehicleWhen [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 $then he would contact the Revdex.com as wellShayna apologized for any inconvenience and offered to walk [redacted] through the estimate againWhile doing so Shayna let him know of the safety hazards he was facing by driving the car with seized calipersHe paid $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 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 service manager entered a claim, that claim was paid on Monday July 13, 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 [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated May 13, We apologize for any inconvenience [redacted] may have experienced at our facility On January 31, [redacted] came to our facility with the wipers not working, we did a diagnostic and found wiper crank arm broken [redacted] approved the repair On May 9, [redacted] returned with the wipers not working, this time we found that the wiper transmission was bad [redacted] declined the repairAfter [redacted] filed this complaint the manager did speak to her and they agreed that [redacted] will pay for the part and Pep Boys will install the part at no cost 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] We apologize for any inconvenience [redacted] may have experienced at our facility and to your office for the delay in our response.sold[redacted] brought his vehicle in and requested we install the tires that he also had purchased at another facilityAfter the tires were installed [redacted] said his rims were all scratchedAfter further investigation, we found no evidence that this damage was done by installing the tiresThis damage on the wheels is due to the everyday drivingPep Boys has denied any responsibility to the damaged rims.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.Robin S*Customer Experience Supervisor

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 investigatedWe will provide a detailed response, once the investigation/resolution processed is completeWe again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRobin S*** Customer Experience Supervisor

Dea [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 To further assist [redacted] , we will need the Pep Boys location [redacted] visitedOnce we receive this information, we can begin our resolution process 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] To further assist [redacted] , we will need the Pep Boys location she visited.Once we receive this information, we will start the resolution process.Robin S*Customer Experience Supervisor

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 inconvenienceWe are still waiting for the returnAccording to our records Mr [redacted] did not send us a returnWe are attaching the return labels again for Mr [redacted] We have also left a detailed message on Mr [redacted] ’s voicemailWe apologize as well as thank Mr [redacted] for allowing us the opportunity to address his concerns Regards, Robin S*Customer Care Specialist

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 at our facility [redacted] returned to our facility where we did prorate the tires according to the mileage he stated, and also discounted the alignment for him [redacted] was satisfied with this resolution 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] Philadelphia, Pa ***