Pep Boys

Jun 9, Dear *** ***,We are in receipt of the letter sent to your office by *** *** *** on May 13, We would like to apologize for any inconvenience *** *** may have experienced at our Pep Boys facility.*** *** came in on November 25, stating that
her vehicle was making noise when turning, so we wrote a ticket up as a brake inspection and test drove the vehicle, when technician pulled the wheels off he noticed that the pads in the front were low causing the noise and continued the inspection and noticed that the rotors were below specification ,so we advised *** *** that she needed.A front brake replacement with rotors and she approved of the work of $which the labor was discounted from $to $and the pads were discounted from $to$ During the inspection we noticed that the rack & pinion boots also were torn and we recommended a replacement, But Ms.*** declinedWhen work was done we test drove vehicle and no noise was there*** *** called back a couple of months later stating that her brake pedal is going to the floor and her engine light is on soWe advised *** *** it had nothing to do with a brake repair*** *** than went to another facility other than Pep Boys, in February 201,and they replaced an air fuel ratio sensor master cylinder and a boosterThe air fuel ratio sensor has nothing to do with brakes and a master cylinder can cause a pedal to go to the floor, but it has nothing to do with replacing the brake pads and rotors three months prior.The technician at the other shop is stating that Pep Boys hyper extended the brakes to cause brake booster to go bad which if that was possible *** *** would not have been able to drive the vehicle for three months.The request for a refund has been denied.We again apologize as well as thank *** *** for allowing us the opportunity to address her concerns.Regards,

Dear *** ***,
We are in receipt of the complaint sent to your office on September 25, by *** *** *** We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">*** *** came to our facility and requested valve cover gaskets replaced because they were leaking oil into the spark plugsWe performed the work and then ran the vehicle because it would not run beforeThe vehicle needed a timing belt and head work
We did not charge for the service we did nor did we charge her for the deductible on the timing belt replacement*** *** wants the warranty company to refund her money
We rendered the repairs at no charge and nothing further is owed to *** ***
We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa

I took my vehicle to the Pep Boys in Glen Burnie for the Maryland State inspection I initially failed with items that needed to be corrected I took the vehicle and had the repair work done at another location and returned to Pep Boys for my reinspectionI was then told that my vehicle failed due to additional items When I spoke with the service desk person he said that they "should have done a visual inspection not a full inspection" The mechanic that performed the inspection came out and when I asked why the items listed today we're not listed on the initial inspection his response was "I do not know, but the items need to be fixed because I know about them now." The mechanic then stated "the brake lines look like they may rupture so they need to be replaced" I stated that it had been days since the first inspection and only additional miles how did it progress to this? His response was "I am sorry" I asked if he would have done the requested reinspection would the vehicle have passed, and his response was "yes" So I have a vehicle that had a service that was not requested and now have additional items that need to be fixed in order to register my vehicleThis interaction seems to suggest that no matter what vehicle, goes in to their shop for an inspection, will fail just to produce more work and revenue for the shop

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:
1. The receipt is attached showing that they charged me $labor for installation and this $is a premium brake service include a 12-month warranty on it
2. They installed pepboy's rotors so this warranty should cover both parts and laborWhen I uninstall the warped rotors later, I will bring those back for a separate refund on a separate receiptSo, I need a refund of $because of warranty. Thanks!
Regards,
*** ***

We are in receipt of the complaint sent to your office by *** ***We apologize for any inconvenience *** *** may have experienced at our facility. The manager spoke with *** *** and advised her that he would provide her the requested refund, once the parts are returned
*** *** contacted the manager again and he assured her the refund would include the labor. We again apologize, as well as thank *** *** for allowing us the opportunity to address her concerns. Regards, Robin S***

[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: ***
I am rejecting this response because:
On 6/25/I talked to Josh; the manager and he told me that they preformed a diagnostic test on the vehicleHe liedThe test was never preformed and Iwas told that by Ken B***I was shocked to learn no test had ever been doneSomeone decided a engine igniter was the problem and it was going to cost which included the cost of the diagnostic test; which was never preformedI agreed to have it fixedIt turned out that that was not the problemI was led to believe that the diagnostic test showed no other problemI know when my vehicle was towed in there was no fuses in the floor board and no wires were melted, including the wiring caseThe wiring was tested and there was no problem with itDue to the fact that they falsely led me to belive they pulled my car into a bay and preformed a diagnostic testMy car was never moved from the place it was pulled to in the parking lot, under a treeRandy the mechanic was using my car battery to check diffrent things and drained the batteryMy car would not start, which is why I brought it inIt would however, turn over and I did have working gauges until Randy fried my wires due to his shade tree mechanic job he didI feel like he tore my car up worse then the original problemI have tried many times to talk to customer service and Ken B***Which did not get anywhereIf the test had been done I do not think the wires in my car would have ended up friedI feel telling they did something, when clearly they did not is fraudAnd should be responsibleI a, very upset that Pep Boys seems to not be honest or have integrityThey know they were wrong and do not want to take responsiblity for their actionsIf I had not gone into the store on July 11, my car would still be sittingNo one ever called about itI was forced to have my car towed home or they were going to have it towed away before we could resolve this problemI am very upset and would never take another vehicle, nor would I reccomend them because they lie and mess up and refuse to take responsibilty
*** ***
Regards,
*** ***

Dear *** ***,We are in receipt of the complaint sent to your office on December 8, , by *** *** We apologize for any inconvenience *** *** may have experienced at our facility.The service manager was trying to reach *** ***, to offer her the 10% discountWe ask if *** *** has not yet returned to our facility to receive this discount, that she return at her convenienceWe contacted our rebate department and found that the rebate for the tires purchased in was delivered, but not used and expired in July of We requested a rebate Pre Paid *** card be sent to *** *** in the amount of $We again apologize, as well as thank *** *** for allowing us the opportunity to address her concernsRegards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Dear *** ***,We are in receipt of the
complaint sent to your office by *** *** dated June 17, We would like
to apologize to *** *** for any inconvenience he may have experienced at our
Pep Boys facility
face="sans-serif" size="2">In order to further
assist *** ***, we will need the location of the Pep Boys facility he
visitedOnce we receive this information we will than start our resolution
process.We again
apologize as well as thank *** *** for allowing us the opportunity to address
his concernsRegards, *** *** Customer Service
Coordinator

Dear *** ***,
"">We are in receipt of the complaint sent to your office on December , by ** *** *** We apologize for any inconvenience *** *** may have experienced at our facility.*** *** came to our facility and had an oil change and tires installedWhen the issue arose with the blower motor *** *** assumed it was from us changing the cabin filter, but we did not change the cabin filterWe took the vehicle in did a diagnostic at no charge and advised *** ***, he picked up his vehicle and that night the radiator fan would not turn of* *** had his vehicle towed back to us and again we did a diagnostic and advised *** *** to take his vehicle to the dealer.As *** *** stated we did not charge for any diagnostics, because we did not do the repairWe made a recommendation and advised *** *** to take the vehicle to the dealer.We did not render any repairs on this vehicle and no refunds are due.We again apologize, as well as thank *** *** for allowing us the opportunity to address her concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa ***

Dear *** ***,
We are in receipt of the complaint sent to your office by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
*** ***
received a refund for the parts she purchased from store #** $plus tax and for the alignment $71.99, the charge of tightening the bolt $the refund totaled $
We apologize as well as thank *** *** for allowing up the opportunity to address her concerns,
Regards,
Robin S***
Customer Care Specialist
Pep 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: ***
I am rejecting this response because:
A repair estimate with caliper included was given by Steven at the time for $No written estimates of repair was given to me at any time throughout the processThe technician at the store did hang up on me for at least timesThese 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,
*** **

Dear ***,
We are in receipt of the complaint sent to your office on August 7, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">*** ***'s vehicle called for three different Rack and Pinions*** *** brought the part from *** and brought it to our facility to have installedWe apologize this went unfounded at the time of installation*** *** was contacted and offered a full refund
We again apologize as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa

yes I finally did get my refundI also decided since this is the way pep boys treats their customers I am not doing business with them in the future

Do not be fooled by thinking of you make an appointment you will save any time nor should take any of the star reviews seriouslyI have never made an appointment somewhere and still had to wait for over hours for a simple oil changeWhat is the point? Not to mention the rude and inconsiderate "customer service" representatives! Do yourself a favor and keep driving past this place!

I went to Pep Boys on Oracle to fix a flat tire They were helpful and figured out a way to save me 40% on the repair I was very impressed with this place

[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 ***, and find that this resolution is satisfactory to me, ALTHOUGH I WILL NEVER GO TO PEP BOYS AGAIN UNDER ANY CIRCUMSTANCES! I continue to receive coupons for service on my car, but these guys are incompetent and negligible. I would advise any potential customer to think twice before having any service on their car performed by any Pepe Boys!
Regards,
*** ***

Dear ***,
We are in receipt of the complaint sent to your office on November 11, by *** *** ***We apologize for any inconvenience *** *** may have experienced at our facility
To
further assist *** ***, 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 *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep 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: ***
I am rejecting this response because:
*** ***'s assertion that I was offered a replacement even though the suspension parts in question seemed to be in working order is a lieI was never offered replacement after the technician deemed my suspension "fine." It was at that point that I determined to get a second opinionI was offered no explanation as to why one Pep Boys store told me one or both were faulty (the store that did the original work was contacted by the store that told me the struts were damaged)Once again, Pep Boys has failed in its attempt to make it right.
Regards,
*** ***

Dear ***,
We are in receipt of the complaint sent to your office *** on January 30, We would like to
apologize to *** for any inconvenience she may have experienced at our facility
*** Originally they took her vehicle to our *** store for a diagnosis*** than decided to bring it to our *** location to have some work doneWe informed *** that their was a leak and we performed the below servicesAs a gesture of faith, we billed some of the cost back to the *** store and absorbed some from the cost at our *** store, totaling $A week afterwards the *** store received a call regarding the engine and possibly a timing chain not workingWe spoke to *** and assured them that the work we performed would be in no way related or could cause a timing chain to breakTiming chains can go at any time and there is no way to predict when it will go, this was explained to the customer*** was contacted, let her know that we were sorry her timing chain went and recommended she speak to the seller of the vehicleWhether he had it checked or not in the past was unknown to us and the vehicle had roughly 190,milesWe also let her know we would be happy to give her a discount, if she chose to have us look at the engine and offered a $discount off the laborOur final decision with *** was that we determined, the timing chain simply had no correlation to the work that we did to address the leak, and with our fnding no refunds are due. We again apologize as well as thank *** for allowing us to address her concernsRegards,
*** *** Customer Service Coordinator