Pep Boys

Dear [redacted] , We are in receipt of the complaint sent to your office on August 7, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility *** [redacted] was given a refund for the labor amount that she was charged 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 The manager did put my window up the next dayBut I had to wait until the next day for something that should have been done the day of serviceAnd I had to wait about minutes for the window to be put back upThe manager also stated that he would refund or credit my payment for the oil changeBut he never did, I was never refunded or creditedBottom line, the Sunday manager had a technician and all equipment on Sunday to put my window up, but he chose not to and to make me wait until the next day 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: in my original response to Revdex.com, I requested a refund, and assurance that Pep Boys doesn't deliberately rip off their customersI accepted a refund, but I haven't been convinced that they don't have a policy of cheating 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:I never spoke with the Service ManagerAlso the customer service rep took my complaint and said she will forward it to the managerWhen the site manager never responded she said she would forward it to the next level manager, who also never reached out to meThe only person I spoke with in this entire process was the employee whom I filed the complaint against whose name is Charles and I spoke to the customer service repThat's it Regards, [redacted]

---------- Forwarded message ---------- sans-serif;">From: [redacted] *** [redacted] >Date: Mon, May 19, at 3: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]" Pep Boys fixed my car but the amount of time it took is still unacceptable

[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: they have yet to pay for all the damages connected with them wrecking my vehicle to include the water pump, compressor, rental car, tow call that wasn't used because car was driven off the lot by the tow driver who saw the brakes operational as they claimed the brakes completely failed and attempted to charge me $for a brake job, missed job opportunity for golf lessons Thanks Regards, [redacted]

Robin_S***@pepboys.comApr (days ago)Dear [redacted] , We are in receipt of the rebuttal sent to your office by [redacted] We again apologize, however we found no wrong doing on behalf of Pep Boys and our prior response stands firm.Regards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear Mr [redacted] , We are in receipt of the complaint sent to your office by Mr [redacted] dated March 10, We would like to apologize to Mr [redacted] for any inconvenience he may have experienced at our Pep Boys facilityOn December 23, 2013, Mr [redacted] brought his Chevy Cobalt to our shop for and oil change and a replacement air filterMr [redacted] called us on December 31, to inform us that he had been in on the 23rd and that he had a problem with his car, which he believed was caused by service he had received on the 23rd, he elaborated that he had a friend check his car and his friend claimed that there was no oil in the vehicleWe promptly had Mr [redacted] tow his vehicle back to our store to be evaluated that dayWhen the tow truck arrived we had the vehicle dropped off in our parking lot and my assistant manager and myself went to the car in the parking lot and checked the vehicle's oil level.(I had [redacted] follow me to the car in the parking lot so that I would I have a witness to what I saw, but the car can be seen on our cctv and at NO time did I add a drop of oil to the vehicle.) The oil level was fullI then started the vehicleThe vehicle had a very bad engine misfire and was shakingNot a condition or symptom of a vehicle that was not full of oilI noticed that the customers vehicle had a "Check Engine" light that was illuminated on his dashI hooked up a scan tool to the vehicle to discover a trouble code P0300, which stands for Random engine misfireWe advised Mr [redacted] that it was an unfortunate coincidence that his engine had developed a misfire, but it was not the result of any negligence on our part with the oil changewe did offer to do further diagnostic testing for his vehicle to try and trace the root cause of his misfire and informed him it would be at a cost of $which is our standard rate for a half hour of diagnostic timeMr [redacted] declined any further repair and paid his tow bill and took his vehicleWe find no wrong doing on behalf of Pep Boys and no refunds are due.We again apologize as well as thank Mr [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] ***,We are in receipt of the complaint sent to your office by **[redacted] dated May 14, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our Pep Boys facility face="sans-serif"> ** [redacted] was asked to return by the Service Manager who took ** [redacted] into the shop and showed ** [redacted] the sludge build up under the valve cover, also compared her vehicle with another vehicle that was in the shop at the time ** [redacted] wanted to take her vehicle to the dealer for a second opinionWe advised ** [redacted] that if the dealer states that the repairs we did had anything to do with the issue she now has with the engine that we would take responsibilityWe have not heard from ** [redacted] since she took her vehicle We again apologize as well as thank ***for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator

I am notThank you for messaging me be back for the clarificationI mistakenly clicked the wrong link and filled out the rejection side and it would not allow me to undo the processAs stated in my repsonse I do accept the offerThank you and I do apologize for the inconvenience

Dear [redacted] , We are in receipt of the complaint sent to your office on February 17, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility, In order to further assist [redacted] with her concerns, we will need the store location she visitedOnce we receive this information we will than begin our resolution process 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 [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: pepboys caused damages to my vehicle and I will subpoena them to court Regards, [redacted] ***

Dear [redacted] , size="2" face="sans-serif" We are in receipt of the complaint sent to your office on February 13, by [redacted] *** We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] ***'s concerns were sent to the Area DirectorThe Area Director has advised that he has personally Coached and will also provide Training for Lucy and all associates involved.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 top your office ** [redacted] on April 14, We would like to apologize to ** [redacted] for inconvenience he may have experienced at our facilityOn March 10, ** [redacted] brought this vehicle to our facility with an overheating and no heat concernInitial inspection we found the water pump leakingWe replaced the water pump and the car was inspected and road tested with no further indication of any issues** [redacted] returned with vehicle because of no heat issueThe vehicle was inspected and found air in systemWe should have suspected a head gasket leak, but none was found and perhaps a more rigorous test would have revealed itOn a follow up visit SM found the leak and advised the customerCustomer brought the vehicle to the dealer for further inspectionInitially, dealer indicated water pump was leaking due to wrong bolts and screwsService Manager visited the dealer to inspect their findingsThe water pump had already been replacedThe technician explained they were not the wrong bolts, however, bolts were missingThe technician gave the Service Manager the water pumpThe technician had still not discovered the head gasket leakAn Inspection of the water pump indicates all bolts had been installedFollow up condition report from dealer now indicates both improper and missing bolts and an estimate up to $19,000.but the dealer cannot produce wrong boltsWe spoke to the ** [redacted] on April 16, We reviewed the condition of his vehicle, the estimate from the dealer and the inconsistencies with whether the bolts on the water pump were missing or wrongDiscussed how a slow leak may not be discovered and no heat conditions can be a possible indication of a head gasket leakBased on this, offered a refund of initial costs due to missed/misdiagnosisAlso offered to replace the engine with used engine, ** [redacted] would be responsible for the engine at our cost and labor less initial payment** [redacted] wished to consult his attorneyAnd would call us back the next dayWe 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 by [redacted] on August 28, we apologize for any inconvenience [redacted] may have experienced at our facility We took responsibility for the wheel and replaced it as a Customer satisfaction, his claim is being denied due to [redacted] not wanting to work with us on the repairs We find no wrong doing on behalf of Pep Boys and no refunds or further 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 [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.>This is being handled by our claims department [redacted] is in contact with James S [redacted] in our claims department 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 August 15, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The Service Manager did contact [redacted] he apologized and offered [redacted] a free oil change.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her 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] on April 2014, We would like to apologize to [redacted] for inconvenience she may have experienced at our Pep Boys facility [redacted] made an appointment, but the parts needed for the repair did not arrive on time, so the parts were ordered from an out side vendor, which delayed her repairWhen the tires were installed we replaced the TPMS sensorsThe sensors were leaking only when the weight of the vehicle was on the tires and when we would check for the leak, we would have the vehicle on the lift, therefore not being able to detect the leak The service manager [redacted] contacted [redacted] , addressed her concerns and offered a full refundA check will be sent of to [redacted] We again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on February 25, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our facility** [redacted] has been given a refund We again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concerns Regards, [redacted] Customer Service Coordinator

Dear [redacted] We are in receipt of the complaint sent to your office on December 29, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] was contacted by the service manager, who will work with [redacted] on resolving his concerns.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 19132Phone: ###-###-####Fax: ###-###-####