Pep Boys

Dear ** [redacted] , We are in receipt of the complaint sent to your office by ** [redacted] dated March 18, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our Pep Boys facility [redacted] [redacted] came to our facility and requested a wheel alignmentThe Master technician that inspected the vehicle found the left front strut was slightly bent causing negative chamber, the distance between passenger wheel and strut was greater than the distance between the drivers side wheel and strutIn order for Pep Boys to correctly conduct a wheel alignment on ** [redacted] 's vehicle it would require replacement of the drivers front strut.As per Map standards the struts are recommended to be replaced in pairs and that is what the service advisor recommended prior to conducting the alignmentWe find no wrong doing on behalf of Pep Boys and no refunds are dueWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator

Dear Ms ***, We are in receipt of the complaint sent to your office by [redacted] ***Please see the below response from the manager at this location Mrs [redacted] came in to our facility on February 8,to have her van servicedWhen the her van was first inspected there were a number of issues that need attentionThis vehicle had a considerable amount of rust on the undercarriageHere is the list of the service and parts that were replacedRear pads and rotors replaced, tune up package, step fuel service, PepBoys oil change, two tires replaced, inner and outer tie rods replaced, alignment, alternator replaced, Battery tested as good needing to be charged, battery charged, Evac and rechargeThere was no dye present in the system so in order for us to make sure the system works it needed to be filled and have dye put inAll these service were performedMr [redacted] was told that in order for us to know what was going on that we would have to wait till the dye came out and then we could let them know where the leak was coming from on the ac system and then could make an accurate assessment of what was needed to make repairsTotal amount of ticket $ On February 9, Mr [redacted] brought the van back in saying it would not crankCharging system test completed results bad batteryWe replaced the bad battery 34/78dt800ps customer was made aware that they had years free replacement and years of total warrantyTotal amount of ticket On May 7, Mrs [redacted] returned with her van and states the AC is not working never has and that she paid dollars for this to be fixed why is it not fixed! I explained to her that on her visit back in February that of the said dollars only was related to her AC and that her husband was told that when it stopped working to bring it in and we would look for the dye and let her know where the leak was coming fromShe said ok and we took it back to be looked atAfter looking the van over including looking at the rear unit near the lift gate the only leaks visible were coming from both the low and high side portsBoth were replaced and the system was recharged again at no cost to Mrs ***I checked the ac vent was very cold and working properlyAt this time Mrs [redacted] was told that this was the only leaks we could see and that if it did it again it would have to be in the evaporator which outside of tearing her dash out (labor) we would not be able to tell her if that was the culprit(See work order [redacted] not yet authorized) About a week ago Mrs [redacted] calls me and says her battery would not crankI told her no problem if she could get it to me we would test everything and fix it for herWe even offered tow to Pep Boys I told her the tow would be free if it was a warranty itemVan came in and it did have a defect alternatorIt was replaced; battery was charged and tested againSystem tested great We ask that Ms [redacted] return to our facility for review of her concers ,and resolution We again apologize as well as thank Ms [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

Dear Ms. [redacted] , We are in receipt of the complaint sent to your office on February 13, 2015 by Ms. [redacted] . We apologize for any inconvenience Ms. [redacted] may have experienced at our facility, In order... to further assist Ms. [redacted] with her concerns, we will need the store location she visited. Once we receive this information we will than begin our resolution process. We again apologize as well as thank Ms. [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 [redacted] may have experienced at our facility [redacted] returned to our [redacted] location,her concerns were addressedWe apologize and will address the team at our [redacted] *** 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 [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: the object in question, in this case a tire, is still listed as 'available' on their website, weeks after my initial complaint I find it difficult to believe that inventory control at this company is so lax that they do not know what inventory their stores have, or where it is located Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] .We apologize for any inconvenience [redacted] may have experienced at our facility *** [redacted] came to our [redacted] facility with a coolant issueWhen the vehicle was inspected the technician noticed the water pump was leakingHe then did a block test and it passed, so we recommended the water pump to be changed [redacted] approved the repair and we the changed the pump and rechecked the car for any leaksThe technician took the vehicle on a test drive and car was running fine no over heating issue and no more leaks [redacted] stated that they drove over one hour and noticed the temperature gauge was line above half way, which is not over heating for this carShe took the vehicle to Pep Boys on [redacted] CT they looked at the vehicle and advised [redacted] she had a bad head gaskets on the vehicle and could not find any thing else wrong and that they could not get the vehicle to over heat The vehicle was than towed back to [redacted] location, the vehicle was inspected and we could not find anything wrong and the car would not over heat, the temperature would go just go over half way line on temp gauge and the fan would come on and bring back down to half waySo we put new radiator in the car thinking it may be possible a small clog or some restriction in flow and changed the temperature gauge sensor The manager Gary test drove the car for almost miles and the vehicle never overheatedThe issues with the vehicle have nothing to do with the installation of the water pump 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 Fax: ###-###-####

[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 refund was NOT given 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 find it almost impossible to believe that I had been driving the car with no problems at all until miles after leaving pep boysThe manager refused to let me view the video that he states showed no one lifting the hood, however if that was the case, why can't I see the video? There was NOT a clay like substance in my radiator, although it did need flushing, it was NOT THAT BAD! I keep an eye on it, and can have a certified mechanic who the car was towed to testify to that factReally, miles after leaving your shop and this is suppose to be a COINCIDENCE????? Regards, [redacted]

Dear Ms [redacted] , We are in receipt of the complaint sent to your office on January 14, by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experienced at our facility.> [redacted] came in the first time on December 29, WO# [redacted] , she advised that her vehicle was overheating and that it just started to happenThe location wrote her up for a coolant system evaluation for $They inspected the vehicle and found that it was low on coolantThey could not find where it was leaking, so they also put dye in itThey ran the vehicle after filling the coolant back up and got all the air out of the system, it was not overheating at that time, they were unable to find any leakThey advised her that the coolant was low and it was topped off and was now running and not over heating, they advised her to drive it and bring it back so they could check again to see if the dye was present We documented in the comment section of the customer's work orderThey customer left and then returned again January 3,WO# [redacted] , she said at this time is was only running hot when she came to a stop but started to drop once she started driving, the technician pulled it in and found that the electric fan had stopped working all together, they unplugged it and provided power directly to the fan and it would not come on, they advised her that it needed to be replacedThey also advised her that the thermostat had failed after over heating, We replaced the electric fans and thermostat, they put the fan in and before installing it into the vehicle they supplied power to ensure the fan was operationalOnce it was installed they replaced the thermostat and ran the vehicleIt was good to go with no issues, they test drove it and it was not over heatingAll this except the test drive can be viewed on our closed circuit Mrs [redacted] returned again on the January 10,WO# [redacted] , she stated it was running hot again at this time they brought it back into the shop, where they found the coolant temp sensor had went out, this was replaced at no cost to herThere were several other items that were recommended to her during her service that she declined to have completed, one bring a coolant flushThe work that was done was completed and needed, she is now wanting all her money back stating it was just the sensor from the start, that is not the case, we advised her a number of times that she could come in a review the CCTV validating the fans were not working and then working after we replaced it with new oneOnce the initial issue was corrected a senor went out, we replaced it free of charge to try and help her outWe have made the offer several times for Ms [redacted] to come in a review the work completed, but she has denied that requestWe stand behind the work we completed We find no wrong doing on behalf of Pep boys and no refunds are due We again apologize, as well as thank Ms, [redacted] for allowing us 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 on September 23, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> The store addressed [redacted] concerns [redacted] took her vehicle to [redacted] for repairs and Pep Boys paid toward that repair 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 top your office ** [redacted] on January 23, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our facilityThe Area Director has looked into ** [redacted] concerns with the store associates, and will advise the Service Manager to reach out to ** [redacted] and offer the refund she is requesting 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 rebuttal sent to your office by [redacted] ***We again apologize, but our prior response stands firmRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

[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] ***

Dear [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] was contacted and offered the requested refund 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 March 10, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.On Friday Feb 20, Customer had [redacted] tow her vehicle ( [redacted] ) to [redacted] Pep Boys [redacted] ***Philadelphia, PA [redacted] .We called customer to ask what was wrong with the car, customer stated the car didn't start at allUnfortunately the tow driver ill-advisedly unloaded her car at the bottom of the hill at the side rear parking lot as there was an abundant amount of snow on the groundIn an attempt to service the car mechanics tried to push her car up the hill to no availDue to slippery conditions causing possible injury/even death for our associates, we aired on the side of caution to bring vehicle in the next day after the snow plow cleared the driveway First thing in the morning on Saturday, 2/Our Master Tech of years experience was assigned the vehicleThe tech noticed that a tech not associated with Pep Boys was working on the vehicle before him and continued the evaluation for the crank/no startAt the end of the evaluation our tech found the issue to be the fuel pump in the vehicleAn estimate was communicated to customer of approx $including genuine [redacted] outside purchase fuel pump, gasket, additional parts and laborCustomer agreed to the repairs and authorized the work to be completedThe work was completed and the customer was notified to pick her vehicle upCustomer paid invoice # [redacted] in the amount of $The customer came back in the store to notify the assistant service manager of her concern of the dash lights being out, backup camera not working, radio and heater display not workingThe customer was informed that our instructions were for fixing the no start, not for fixing any additional issues with the car however our ASM saw this opportunity to be proactive and go beyond the call of duty to take care of our customer, so he brought the vehicle in to the shop to confirm the issues the customer statedThe Assist Service Manager, confirmed that the items the customer wasn't working and that we could have her bring the vehicle back to evaluate the additional issues that she mentionedCustomer left with the vehicleon 2/around 7pm with an appt for 2/Please note [redacted] The car was brought in not running so there wasn't a way for us to confirm that the additional issues this customer was stating wasn't from a prior time periodHowever, being the customer centric facility and company that we are, we gave the customer the benefit of the doubt by extending an evaluation free of charge [redacted] ($value) to diagnose the additional problems On Sunday, 2/the customer did not show for appointment, and we only received an answering machine upon our calls On Monday, 2/the customer submitted a complaintOur service manager call the customer on 2/and didn't get an answerthe service manager attempted to call the customer back again and received answering machine again On Tuesday 2/the service manager was able to schedule a time for Saturday, 2/for the customer to come in for the *Free of charge electrical evaluation On Saturday, 2/the customer brought her car in to our shop Work Order # [redacted] for the evaluation [redacted] free of charge (value), however this time she brought another additional complaint being the fuel gauge wasn't working properlyOur Senior technician worked on the vehicle once again and found evidence (missing fuses, fuse panel on the floor of the car...etc..) that another non-Pep Boys technician was working on the vehicle againThe technician promptly told managementThe Service manager authorized resuming the electrical evaluation and authorized an additional evaluation *Free of charge again ( $value) for the fuel gaugeAfter our evaluation of the fuel gauge the tech needed fuel in the vehicle in order to troubleshoot it as it was on emptyWe once again, we accommodated our customer this time *free of charge in the amount of $(fuel)After, the evaluation the tech saw the gauge working properlyCustomer picked up the car at 10:17am On Friday 3/the customer called againThis time the customer says that she wanted a refund on her original batteryWe received a directive from our upper management stating she was to get a refund for her batteryThe service manager then called the customer to come in to receive a refund on her original battery [redacted] aprox.($125.00)Service Manager called the customer to come in to get the refund on the batteryShe stated she would be at the store on Monday 3/ On Monday, 3/customer came in to get refund but also stated that the fuel gauge wasn't working stillThe service manager in order to facilitate good faith, accommodated her with another *free of charge service (value) AND a free oil change (value) to win customer backOur tech noted that at this time the tank was only half filledThe tech needed the tank to be filled again with gasWe accommodated our customer again *free of charge and filled her tank with $of fuelThe needle moved to the full position and we tested the vehicle and also idled it to use some fuel enough to notice that the fuel gauge was working properlyWork order # [redacted] Later that day the customer submitted a complaint to the Revdex.com On Monday 3/the customer opened a complaint stating that the fuel pump still wasn't working properly We at Pep Boys try to give each and every customer an excellent experience shopping inside the store to servicing their vehicles, and this situation is an example of just thatWe fixed the crank no start issue as she is driving the car currentlyThe customer brought her car in on a crank/ no start the customer doesn't even know if the problem that caused her crank no start attributed to the issues that she is explaining, let alone trying to insinuate that we caused damage to her carI feel as though we should offer an apology that this is happening to her carIn addition we tried multiple times to take care of our customer in line and above the guiding principles of Pep BoysAccommodating [redacted] with for approx $in services/refunds/and good will gestures would be a great example of going above and beyond for Customer Service for our customer Again we have been more than amicable to [redacted] , services were rendered, vehicle's fuel pump is functioning, however we are denying any further refunds Regard, Robin S [redacted] Customer Relations Specialist

Dear [redacted] We are in receipt of the complaint sent to your office by [redacted] on July 7, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys facility[redacted] , brought his vehicle to our location #on June 3, for an intermittent grinding noise when trying to start his Ford FThe vehicle was checked out by a technician and he did find that the noise came from the starter area after numerous attempts to recreate the customers intermittent concern The technician did remove the starter and we found damaged teeth on the starter gearAt that time the flywheel was checked and we did find slight wear in the areas where the starter did not engage correctDue to the fact that there was no major wear on the flywheel at that time and the replacement cost of the flywheel would not be effected by replacing the starter we recommended a starter replacement only at that timeThis decision was made to benefit the customer, [redacted] [redacted] did agree to the $parts and labor charge and we proceeded with the starter replacementThe repair was paid for and the vehicle was picked up by [redacted] on June [redacted] returned one month later on July 5, stating that he still hears a grinding noiseAfter rechecking the vehicle we found that the teeth on the flywheel did wear out much faster than we anticipated due to the initial wear that was caused by his original starterWe did provide [redacted] an estimate for the flywheel replacement at that timeHe declined the repairs and stated that he would not have agreed to the original starter replacement if we made him aware then that the flywheel needed to be replaced Unfortunately it is impossible to foresee a time frame of how long any part, be it new, used or worn but still functional , will last before it decides to break down Since the old starter was no longer available, we reinstalled the starter that was sold to [redacted] on June 7, Our goal was to help [redacted] by not providing a repair estimate for repairs that were not needed at the time of his service on June 3, Since we did not want [redacted] to feel taken advantage of, we offered him a refund for the price of the starter minus the labor charges to remove and install the starter, (this would have been a necessary charge to observe any damage to the flywheel) [redacted] accepted the store offer and was issued a refund for the part portion of his chargesA refund of $was issued to his visa card on July 14, 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 Fax: ###-###-####

I would like to remove my complaint, I was angry and upsetI would like to withdraw my complaint,

Dear [redacted] , We are in receipt of the rebuttal sent to your office by [redacted] We again apologize to [redacted] for any inconvenience this may have causedThe Area Director did reach out to [redacted] today and addressed [redacted] 's concerns, he apologized and ensured [redacted] that he will and has made some changes at this location [redacted] seemed satisfied with the callRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

I went to Pep Boys to receive a tire installation and alignmentDuring my visit the employee kept finding problems with my car that weren't even thereTelling me that my oil light just went on when the mechanic put my car on, I have a oil leak, I needed a new oil pan, a new oil gasket, a new reverse lightIt was strange that she told me that because I just did my oil change couple weeks ago and I go to the same place every time to get that doneMy car was completely fine until I got thereAll I wanted was a simple tire installationAfter I paid for everything I went to my car to check everything and they installed the wrong tires that I didn't buyI go back to ask why I have the wrong tiresThey told me because the ones I ordered they didn't have themI was confused because I waited so long and wasn't even notified once that they didn't have the tires I wanted and they just assumed I wanted the tires they gave meIt was so easy for them to come up to me saying I need this and that, they couldn't tell me at my visit that they didn't have the tires I orderedI was up saled several times for services, I grew impatientAfter driving away upset, my windows couldn't roll down, my trunk couldn't open and my car locks would stay unlocked when I would try to lock themThere were so many mistakes done to my car my trust with their business is lostI was so upset with how much they tried to up sale me and not notifying me about installing the wrong tiresI hope that they will do something about this

[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: I will accept the replacement bracket and installation. I've waited more than 4 months for Pep Boys to purchase a [redacted] bracket and because they haven't teplaced it in months all the driving I've done has ruined my suspension. Pep Boys of all places should know even the smallest car parts that are malfunctioning or broken cause more damage to the car overall! I'm furious that I have not received a replacement [redacted] bracket and more upset that my safety and business is being put to the side. No Pep Boys customer from the U.S. should be experiencing what I'm experiencing. Regards, [redacted]