Pep Boys

Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] on April 2014, We would like to apologize to [redacted] for inconvenience she may have experienced with our online process.This was an unfortunate issue where [redacted] s order was involved in an on site bug that prevented us from following the process for a return as the systems simply wouldn't allow us to progress through the processWe have been advised by our online specialist that a return slip has been processed and as soon as they see the return they will than refund [redacted] in full.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

From: < [redacted] >Date: Thu, Aug 7, at 10:AMSubject: [redacted] To: [redacted] < [redacted] >Dear [redacted] , We are in receipt of the rebuttal sent to your office by [redacted] dated June , A claim was opened # [redacted] and [redacted] will be sent a letter from our claims department on Pep Boys position in this matterRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s)If you have received this communication in error, any disclosure or use of such information is strictly prohibitedPlease notify the sender immediately and destroy all copiesThank you

---------- Forwarded message ---------- sans-serif;">From: [redacted] *** < [redacted] >Date: Tue, May 13, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected] per the email request, I am notifying your agency that the business did reach out to me today and have agreed to refund $of the $ Thank you for taking the time to review the complaint [redacted] ***

On March 22, 2015, I took my car to the Pep Boys Chapel Hill location to get the oil changed and tires rotated on my Honda Civic Hybrid After the mechanic looked at my car, the manager told me that, in addition to the oil change and tire rotation, a tie rod needed to be replaced and, along with the tie rod replacement, an alignment and brake service would cost $ I chose not to have that service done at the time, but was told that this replacement needed to happen within a few days Several days later, I took my car to a mechanic I trusted and was told there was nothing wrong with the tie rods It appears that the Chapel Hill employees tried to take advantage of me and I will never take my car to another Pep Boys Hopefully, I can prevent this from happening to others

Dear [redacted] , We are in receipt of the complaint sent to your office on August , by [redacted] We apologize for any inconvenience, [redacted] may have experienced at our facility# [redacted] came into tour facility for an oil changeIn the process of the oil change the mechanic noticed the front brakes were low (pad thickness was around 1/nds) [redacted] was advised about it and she approved the work, we also changed an air filterAbout a month later [redacted] returned advising she had a noise from the brakesWe checked the car for free and found that the wheel bearing was making noise the wheel bearing didn't have an play or any signs of going bad just the noiseWe advised [redacted] and offered her and her husband a discount, they refused and leftA few days later the [redacted] opened a complaint and at that time a discount was offeredWe did nothing wrong and do not feel we should refund or give a free repairA discount was offeredIf [redacted] would like to accept our discount offered, we ask that she return to our facility for the repairWe again apologize, as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

On November 3, 2014, the customer ordered and paid for a used engine to be delivered to a shop in Hartford, WIThe engine was delivered on November 6, The used engine came with a month or 6,mile part only warrantyWhen first contacted by the installing shop sometime in June, the engine had already fallen outside of the warranty limit of monthsLKQ made to the decision to offer the customer his money back or he could use it toward a remanufactured engineThe new engine was ordered on September 14, On September 25, 2015, the remanufactured engine was delivered to the same shop which installed the used engine for this customer in Hartford, WIOn January 4, 2016, the customer contacted us about an issue occurring with his vehicle"Engine cuts out at 3000+ RPM's" and "showing codes Pand P0302" were the reasons givenLKQ had the engine manufacturer, AT K, take over on the engine concernsTheir finding was the engine was damaged by terminology called engine washThis happens when an engine is cranking over for long period of time without the engine firingThis takes ail the oil out of the cylinders causing damage to the engineLKQ did sent an inspector to verify the damage and decided again to help the customer with another unit at no additional costLKQ did not pay for any labor because of the damage caused by the "fuel wash" I feel LKQ has been very fair in helping this customer - when his used engine failed past the month warranty period we gave the customer full credit toward a new engineThe new engine did not fail because of workmanship; it failed because of install issuesLKQ is willing to split their National labor rate in this matter; we would use Ali-Data Repair, a note labor guideWe would consider this to be the final claim for the customer and all warranties are completed,

Dear [redacted] , We are in receipt of the complaint sent to your office on November , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.Below is our response form the Service manager at store #*** [redacted] has been brining her car to Pep Boys for a number of yearsShe brought her car here for overheating on October 20thWe gave her a quote to repair her water pump and pass tubesShe accused us of breaking them when we did the FREE thermostat for her earlier that yearShe told us as she always does that we did it and she wanted it fixed right now and she was not going to pay for itWe advised her we could not do that and she could leave the car here because we advised her should not be driving it like thatShe hung up on us as she always does then calls back saying MrJim you don’t understandShe stated that she was going to get money from her pastorI asked if she would have the money when she picked up the car and she accused me of being a liar and accusing her of lyingAftershe calmed downWe agreed to fix the car and we would have it done as soon as possible, because she was driving to the eye doctor to have cataract surgery and she had to drive herselfShe blessed me, and I thought we were doneNext thing I hear is she called Corporate and complained, she than received the service for free If [redacted] still has a noise, we advise her to return to our facility, and we will check to see if the noise has anything to do with the repairs we rendered 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 on September 25, by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facility In order to further assist [redacted] ***, we will need [redacted] to provide us the location she visitedOnce we receive the location, we will than begin our resolution process Regards, Robin S [redacted] Customer Care SpecialPep Boys West Allegheny Avenue Philadelphia, Pa

[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: Pep boys are at fault for messing up my car I am working on taking them to court Regards, [redacted] ***

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on March 21, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our facility** [redacted] came to our facility for a oil changeWe changed the oil and topped off fluids, fixed a cap that was sitting lose** [redacted] did not request any other services at that timeHe called and said his vehicle is over heating, the vehicle was towed back at our cost, we found a coolant leak, water pump leaking, and alternator defectiveWe advised ** [redacted] that the alternator was ours and we would warranty that part, but ** [redacted] declined all repairsA later day ** [redacted] picked up his vehicleHe than drove the vehicle with the needed repairs not done!! and the engine light came onThe Area Director and the service advisor both explained to ** [redacted] that Pep Boys only did an oil change and will not be responsible for any other repairs neededWe find no wrong doing on behalf of Pep Boys and no repairs or refunds are dueWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] We are in receipt of the complaint sent to your office on September 23, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] was refunded the requested amount.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

Dear [redacted] ***,We are in receipt of the complaint sent to your office by [redacted] dated May 19, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility [redacted] was given a full refundWe again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on October 15, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was contacted and will return as soon as he has timeWe will inspect the vehicle and address his concerns, also we will be refunding [redacted] $ 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[redacted] , We are in receipt of the complaint sent to your office on July 26, by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility.>Mr [redacted] was given the requested refund We again apologize, as well as thank Mr [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on March 27, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility Below is our response given by Upper management at this locatiion[redacted] came in for service due to a no heat/coolant loss concernThe cooling system evaluation revealed the source of the problem, the radiator was cracked and the thermostat was stuck in the closed positionThe customer authorized the repairs which included the replacement of the radiator, thermostat and a cooling system flushAfter the repairs the car now had heat in the cab and it was no longer leaking antifreezeA couple of hours later after the pick up of the vehicle the customer called the shop to let us know that the car was not moving even though the gear selector in D (drive)We immediately arranged the pick up of the car and had the car towed back to the shopOnce in the shop we were able to determine the problem, one of the transmission lines had come loose from the radiatorThe transmission line was put back into place and the transmission fluid level was brought back to the proper levelThe transmission was now slipping and the car was "shaking" while drivingWe took responsibility for the damaged done to the transmissionWe apologized to the customer and assured her the repairs to the vehicle and rental car fees would be taken care of by Pep boysA replacement transmission was installed in the vehicle at no cost to the customerThe vehicle was test driven by several miles and it was given back to the customer in proper working order, the car experienced no more problems at allThe vehicle is over years old and with over miles, other components of the vehicle will fail due to age and tear and wearWe cannot be held responsible for damage to other vehicle components of the car, specially those components that are not related to the repairs we performedStarter failure is common on a vehicle over years old and is not related to any of the repairs we did to the vehicle 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 on November 11, 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 he visitedOnce we received the requested location we will than begin our resolution process 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 on January 06, by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experienced at our facility Ms [redacted] was contacted and given an apology along with a refund for the failed inspection, the manager also advised her of a free oil change for her next visit.We again apologize, as well as thank Ms [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*** Customer Care Specialist Pep Boys

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] account was given a credit yesterday March 9, 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 [redacted] ***

Dear [redacted] , We are in receipt of the complaint sent to your office on November 4, 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 he visitedOnce we received the requested location we will than begin our resolution process 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 [redacted] , We are in receipt of the complaint sent to your office on July 29, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The Service manager at this location will contact [redacted] today with a resolutionIf [redacted] is not contacted, we ask that he contact us at the below numberWe 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 Phone: ###-###-#### Fax: ###-###-####