O'Reilly Auto Parts

Sent: Thursday, October 01, 2015 12:10 PM To: drteam Subject: RE: in response to complaint [redacted] Dear Madam or Sir, Thank you for the opportunity to respond to the allegations raised in the issue ID [redacted] by Mr. [redacted].  We have been in contact with Mr. and Mrs. [redacted] in 3 separate...

conversations in an attempt to resolve this matter.   Todd's wife, Mrs. [redacted], booked two Non-member Hot Stone Envy massage sessions at $159.99 each for herself and her husband [redacted] for Friday, September 11, 2015 at Noon. She originally asked for a couples massage session and we explained we had availability at Noon and at 3:00pm.  She then asked if she could book our Hot Stone Envy session (hot stone massages) instead, and we informed we could only book that at Noon on 9/11/2015. She acknowledged our cancellation policy of 50% of the scheduled service for a Same Day cancellation, and 100% for a No-Call/No-Show, and affirmed that the [redacted] card she gave us to put on file to hold her appointments would be charged in the event this policy was used.  We then reminded her that she had until 8:00pm that night to cancel without penalty and she confirmed the Noon appointments one final time.   Mrs. [redacted] and Mr. [redacted] had both been to our clinic together for couples massages on 2/1/2015 and 7/3/2015, and Mr. [redacted] also had a massage service by himself on 7/2/2015. On 2/1/2015 they received the Introductory Rate (discounted from the Non-Member rate) and on 7/2/2015 and 7/3/2015 they received the Non-Member rates.  On all prior visits they declined our membership program which offers sessions at a savings of 50% off our non-member rates.  They said each time they would rather pay the higher Non-Member rates than be obligated to a monthly payment in the membership program.   When the [redacted]'s were no-call/no-shows for their Noon appointment on 9/11/2015, we made two attempts in a 20 minute period to contact them. We left a voice mail on the first call, and after we had not heard back we called a second time 20 minutes later. Upon reaching them in the 2nd phone call, we let Mrs. [redacted] know that their appointments would be charged as no-call/no-show to her [redacted] card on file.  We could hear Mr. [redacted] getting angry in the background and she handed the phone to her husband [redacted] who became very upset about the cancellation fees that she had agreed to.   We have had multiple conversations with Mr. [redacted] in order to resolve this matter. The total no-call no-show fee that she owed was $319.98.  Our therapists are paid on commission and our appointment cancellation policy and fees help us offset the costs of their missed pay when guests cancel at the last minute or simply no-show as the [redacted]'s did in this case.  Hot Stone sessions require the therapist to be booked for 2 hours for the 90-minute guest session time as well as the preparation, setup time, and post-session disinfection of the equipment. Our cancellation fees also help to offset our expenses for the setup, preparation, and take-down fees for all the equipment required for a hot-stone session.  No-shows for hot-stone sessions are particularly troublesome in that the therapist misses 2 hours of pay that could have been booked with other guests.  The cancellation/no-show fees help offset those expenses to ensure those therapists do get paid for their time and that our business recovers the cost of disinfection supplies and equipment wear and tear. Anytime a hot stone session is setup for a guest prior to their scheduled arrival, there is necessary disinfection and wear and tear regardless if the guest shows up.   In an attempt to reach a satisfactory conclusion to this dispute, as a courtesy we offered to extend to them the Introductory Rate for the Hot Stone massages even though they were not eligible. This discounted the no-show fee from $319.98 to $199.98.  In addition, after continued phone calls and conversations with Mr. [redacted], we also agreed to charge them the lower fee for a same-day cancel (50%) instead of the No-show fee (100%).   As a result, we charged Mrs. [redacted]'s [redacted] card for only $100.00 for the 2 Hot Stone massage sessions that she booked instead of the fee they owed which was $319.98.   At this time we do not plan to recover the additional $220.00 that Mrs. [redacted] owes for the no-call/no-show fee.     For reference, we have also attached our Published Price Board which hangs in our lobby, showing our member and non-member rates, as well as the Massage Envy appointment cancellation policy which is publicly posted online on the Massage Envy website (see attached for both).  If we can provide any further information please let us know.   Best regards, Massage Envy Spa - Tomball 14257 FM 2920 Rd., Suite 125 Tomball, Texas 77377 281-255-5000

To whom it may concern, We received a complaint letter under ID [redacted] which is attached.  The complaint letter was submitted against Bonlife as the company, but it lists our address ([redacted] Way, Northlake , IL 60164).  We are not aware of Bonlife nor are they located in our...

facility.  I have contacted the complainant which is [redacted] V [redacted] and explained this to her.  She apologized and was going to contact the Revdex.com to remove our address.  I spoke to someone at the Revdex.com this morning and that communication has not taken place so they suggested that I write this email.   Our company “[redacted]” is an International Logistics supplier and only provide service.  We do not sell any actual products.    Please contact me if you need any additional information regarding this issue.   Best Regards, [redacted]

Revdex.com:
At this time, I have not been contacted by Alligator Construction & Demo, LLC regarding complaint ID 11928769.
Regards,

[redacted] See Attached [redacted]RE: ID #[redacted] In response to the aforementioned incident number, please let this serve as our response. We have reviewed Ms. [redacted] claim that we had damaged her windshield when installing a set of windshield wipers on her vehicle and have determined that the damages to the...

windshield did not occur at the time her wiper blades had been replaced. At no point did the wiper arm hit the windshield as stated and no mention of the damages were made to us the time the alleged damages would have occurred. Contrary to her statement that the cracks on the windshield are perfectly lined up with the wiper arm we feel the cracks on her windshield are not indicative of the wiper arm crashing onto the windshield and do not correlate with any damage that would have occurred from the wiper arm hitting the windshield (damage does not line up with wiper arm). It was further noted by our Team Member that the crack had already been there when he replaced the blades. Assuming that Ms. Bernard was already aware of the existing damage, our Team Member did not feel at the time that it was necessary to point the damages out to her but did say he felt that it was very likely the customer had not been aware of the crack due to stuffed animals being lined up on the dash that would have shielded the crack from the customers view from inside the vehicle. We sympathize with Ms. [redacted] circumstances however we did not cause the damage to her windshield and will not accept responsibility for the replacement costs to have her windshield replaced. We appreciate the opportunity to respond to her complaint however we do not accept responsibility for the damages and no further action will be taken regarding her request to replace her windshield.Sincerely, [redacted] O'Reilly Auto Parts Customer Satisfaction Dept.

Don't waste your time with them. STINKY attitude and their managers look people down ! on 11-18-2015 I walked into the store in 2421 del paso blvd. store trying to get a lot of maintenance parts like timing belt kit, alternator, anit-freeze coolant and 6 NGK irid spark plugs. I walked up to the counter and talked to an assistant manager named Pedro(day shift) I wanted some spark plugs and is it gapped, he said NO. mind if I check it before buying it because it happened so many times with O'reilly auto parts their spark plugs are way out of gap and need to be check correctly and of course save time by doing it right the first time with car repairs. HE straight OUT said think the gapper is free? if you want to check the gaps of the spark plugs buy a gapper and go home to check it all you want. I was like WOW are you serious about a $2 gapping tools to check some spark plugs with? LOL, good luck having people spend money at your store with 12-13 employee walking around acting like their very busy, NOT!

DO NOT GO TO O'REILLY. I bought new parts they would not fit and the part that did work was broke from the factory. Avoid O'Reilly. Go to a junk yard and get it atleast it will work compared to the junk that they sell. I would not buy an air freshener for the car cause it might not fit on the mirror. If the junk parts tear up I'm just going to go to Napa or car quest.

I have had a contract with Trapline for over 4 years and am extremely pleased with their service! They were very thorough in helping me to prevent rodents from getting into my attic! Every time I called, they were prompt in responding. I highly recommend Trapline!