Pep Boys

Dear *** ***,
We are in receipt of the complaint sent to your office by *** *** on June 6, 2014, We would like to apologize to *** ***
for inconvenience he may have experienced at our Pep Boys facility
*** was advised that the repairs needed on the A/C system had nothing to due with prior repairs at Pep Boys.We did refund *** *** $as customer satisfaction, so he could have a diagnosis at the dealer
We find no wrong doing on behalf of Pep Boys and no refunds are due
We again apologize as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin Searl
Customer Service Coordinator

Dear ***
We are in receipt of the complaint sent to your office on August 3, by *** *** We apologize for any inconvenience *** *** may have experienced at our facility, and to your
office for the delay in our response.A claim was opened claim # *** and was handled by our claims departmentThis claim was denied and *** *** was advised.We again apologize as well as thank *** *** for allowing us the opportunity to address his concerns.Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

Dear *** ***,
We are in receipt of the complaint sent to your office on February 26, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">We will need to further investigate *** ***'s complaint due to there being two stores involvedBoth store will discuss/investigate *** ***'s claim and provide a resolution
We again apologize, as well as thank *** *** for allowing us the opportunity to address her concerns
Regards,
Robin S***
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 23, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The Service manager did order replacement caps from the dealer, and [redacted] returned to our facility for the new replacement caps.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

[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:
Regards,
*** * *** *** The store never call me I have caller ID and they never try to contact me I was treat very disrespectful for the staff and I want that they give me part of my money because they charge me to much and I'm a person who trust in them and they fool me

Dear *** ***,We are in receipt of the rebuttal sent to your office by *** *** . We again apologize, however our prior response stands firm.We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Dear Ms***,
We are in receipt of the complaint sent to your office by Mr*** .We apologize for any inconvenience Mr*** may have experienced at our facility
Mr*** has been
contact and advised that a check for $will be sent to him at *** *** ** ** *** ***,Atlanta,GA
We apologize as well as thank Mr*** for allowing up the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
*** *** *** ***
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: 1st of all the dates are incorrectDue to the fact that documentation at pep boys done incorrectly my recipet of the original day I took the car has no date no odometer readingNor does my final customer copy have an odometer reading nor my signatureThe car was there the second time around for a week as I called daily to check status"After several tests" they could not tell me it was a head gasket leak since no test directly shows that there is a leak I never received test results just the fact that they was just gonna go with that decisionAfter the dealer,the makers of the car, tells me that the water pump was installed incorrectly then it is most certain that the cause of the over heating is due to the negligence during the installation, which makes sense since I got my car back on a WednesdayI drove it around normally as I work miles away and went through my daily routine driving around and for days no overheating? Def not a sign of a headgasket but days of a leaking water pump can cause overheating in timeAt this point I just want my car on the roadI am single father that is trying to get byThis is a major set back that I am not liable forYes the offer for pep boys to get a used engine and install it is good but the fact that I have to come out of my pocket for a mistake made in your behalf would be insaneI implore you to reconsider your offer,look at the facts and use common logic.
Regards,
*** ***

Dear *** ***, We are in receipt of the complaint sent to
your office by *** *** on June 2, 2014, We would like to apologize to **
*** for any inconvenience he may have experienced at our Pep Boys
facility,*** *** came in on the
June 10, for wheel installation and lower springs installedWe did the
install the wheels and tires, but could not get to the springs because it was
late in the day the service writer and manager on duty rescheduled ***
an appointment to come back another day to have the rest of the work done
When *** *** returned for his
appointment it was in the afternoon and the technician that had been paid for
the job was working that day, but had some jobs that had to finish and could not
get to *** *** at the appointment timeThe technician did try to get his car
done, but could only get one spring installed that night, and for the
inconvenience worked with *** *** on installing an oil catch at no charge
When installing the catch the
manager on duty and the technician did advise *** *** about the
modification that needed to be made whiling installing the oil catch, *** ***
response was that he trusted the technician that was doing the work and would
be fine with what ever had to be done to have the catch can installed
After the catch can was installed
*** *** inspected the work that technician had done and told both the
technician and the manager on duty that it looked great and was very pleased
The service manager also addressed
the issue with the TPMS sensors and offered *** *** a refund
We again apologize as well as thank
*** *** for allowing us the opportunity to address his concernsRegards,
*** *** Customer Service Coordinator

[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:
The main problem that Pep Boys did not address in their response is still unknownWhy was there no oil in my daughters car when we arrived to pick it up? Was the oil ever replaced after the initial oil change on 12-5-2014? Was the oil removed during all of their diagnosis (between 12-11-and 1-3-15) and failed to put back during the various diagnostic checks (which would be another reason why the engine was ruined)The manager name Katie that assisted us that night (1-3-15) went to the car before we did to see if the keys were left in the car and she stayed out there while the tow man, who is also an experienced/ professional and certified mechanic , with me and my daughters present and he opened up the hood and checked the engine for oil levels and the stick was bone dryNO OIL was in my daughters engine, not even a dropHe did it twice and showed Pep Boys Manager name Katie the dip stickThe tow man asked Katie to look at it and asked her does she see what he sees and that there is no oil on that stick and he proceeded to do it again and she witnessed the whole double checking of it and stated that she sees that it is empty and she don't know whyShe went on to say that if the oil had leaked out while it was sitting in their garage, they would have seen this when they pushed the car out to the parking lot, but they didn't see anythingWhen the tow man said, that the only reason for this engine being empty of oil is because Pep Boys never put the oil back in the car after the oil change was initially done, Katie apologized and stated that she will go and pull the cameras for that day to see what may have happenedRegardless to what the camera may or may not have shown, it is a fact that witnesses, with one of them being a Pep Boys Manager, visually seen that my daughters car was completely empty of any oilIt appears that my daughters perfectly running car went to Pep Boys on 12-11-to get a basic oil change and was told by the mechanic or the person that returned her keys to her saying that everything went well with her car and it was all good to go and no problems were stated or written down for or to my daughter in regards to the timing chain noiseThey allowed my daughter to drive her car back to school and to find that on the next day (Sunday) that she goes to start her car, it does not start and getting a jump did not get the car to start eitherAfter the series of events mentioned in the initial complaint, the car apparently was without oilAgain if there was a timing chain issue that prohibited my daughter car from starting that next day (Sunday) when she attempted to drive her car, then Pep Boys did us a disservice by not advising her verbally or in writing of such major problem, which could have ultimately destroyed her engine in addition to the no oil in the engineI still stand with my desired outcome of wanting my daughters car to be replace by a settlement of $According to *** Blue Book, my daughters vehicle is valued at $1,The oil change for my daughters car with Pep Boys was $plus the tune up that I originally had done in August with another competitor; Towing's and my gas to and from Illinois and Michigan and my wear and tear on my new vehicle; My daughter had a new touch screen radio recently installed in her car and all of this comes to approximately $500.00
I am looking for approximately $3,towards the purchase price of her new carIn essence, the totals above come to $4,766.10, but I am only looking for a total of approximately $so that Pep Boys and I can professionally and respectfully part ways
Regards,
*** ***

Dear *** ***, We are in receipt of the rebuttal sent to your office from *** *** *** ***'s check arrived at the store yesterday, he was contacted. Regards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa 19132 Phone: ###-###-#### Fax: ###-###-####

Dear *** ***
We are in receipt of the complaint sent to your office by *** *** on July 7, 2014, We would like to apologize to *** for inconvenience he may have experienced at our Pep Boys
facility.*** was given a full refund for the services rendered
We again apologize as well as thank *** for allowing us the opportunity to address her concerns
Regards,
*** ***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa
Phone: ###-###-####
Fax: ###-###-####

Dear ***,
We are in receipt of the complaint sent top your office *** *** on February 2014, We
would like to apologize to **.*** for any inconvenience he may have experienced at our facility
*** *** came in to our facility for a steering and suspension inspectionAfter we inspected the vehicle we found the outer tie rod ends on both sides bad and that tires needed to be replaced*** approved to replace the tie rod ends and do the alignment, but no tires this is why he still has issuesIt was noted on his work order that he needed tiresServices were provided at ***'s request and we recommended he replace the tires, no refunds are dueWe again apologize as well as thank *** for allowing us the opportunity to address his concernsRegards, *** ***
Customer Service Coordinator

Dear Mr***,
We are in receipt of the complaint sent to your office on February 19, by Mr*** ***We apologize for any inconvenience Mr*** may have experienced at our
facility.A claim has been opened, claim # ***, and a claims adjuster will be in contact with Mr***
We again apologize, as well as thank Mr*** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
*** *** *** ***
Philadelphia, Pa

Dear *** ***,
We are in receipt of the complaint sent to your office on March 3, by *** *** *** ***We apologize for any inconvenience *** *** may have experienced at our
facility*** *** has worked with the service manager in providing documentation from the dealerA check is being requested for *** *** for $ and will be sent to *** *** at *** *** ***, Dover, NH ***
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

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
size="4">
The service manager spoke to *** *** and reminded him about the discussion they had at the time they found the initial problem with his vehicleThe manager wrote on the work order under comments" Customer is fully aware that there is something lodged in the cross over pipe on the drivers side of the engine*** *** declined the removal of the pipe
*** *** was advised before any repairs that it could damage the engine and Pep Boys will not be held responsible for any engine damage
*** *** was advised that the repair he was requesting us to perform Water pump replacement would not fix his issue, but wanted the service done anyway
Attached is a copy of the work order, please see under "General Comments"
We find no wrong doing on behalf of Pep Boys and the request for a refund or further repairs is denied
We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Service Coordinator

Dear *** ***,
We are in receipt of therebuttal sent to your office by *** ***
We have reviewed *** ***'s concerns with our Merchandising Group and they have approved a tire for the price of $for *** ***This tire is located at our Pep Boys location *** *** *** **, Marlow Hgts, MD ***.185/75/part#sku *** *** nu106wwIf *** *** would like to take advantage of this offer please advise so we can make the necessary arrangements for him to pay and pick up at this location
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: Pep Boys is lying about several attempts trying to reach meThey have done nothing to reach out to meI have a *** message stating that the area manager had tried to reach me however that is a lieI will happily provide my phone records to prove no such attempts were madeWill they provide their phone records? I provided the name of the mechanic that provided service after their failure to re install beltsAll tensioner and pulleys were in good condition it was the failure to install the belt properly that caused the issueI have sent a demand for payment to the Pep boys located in ***, CAIf litigated I'm prepared to present plenty of evidence about their failure to install the belt properly and blatant disregard toward communication.
Regards,
*** ***

[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,
Alexis Harper

Dear ***,
We are in receipt of the complaint sent to your office on November 4, by *** *** ***We apologize for any inconvenience *** *** *** may have experienced at our facility
As
*** *** referred to on her opening statement " my car was not starting normally, I called Pep boys in ***, AZ to set up an appointment"At no point does her statement state what any other shop found to be her problem with her vehicleOur invoice states customer saying customer just had new battery installed in the vehicle Vehicle makes a clicking sound when trying to start
Pep boys of ***, AZ diagnosis on her *** , *** with a defective ignition starterClicking noise was starter locking up and not engaging engine
Pep boys did not have a starter in stockIt was approximately 6:PMwhich we informed the customer it would take two hours to diagnosis her vehicleShe agreed and waitedCustomer entered our location at 5:PMWe discovered we did not stock the starter for her vehicle and would have to special order itThat is when she started getting upsetWe then drove her to *** for customer to purchase a starter for her vehicle
Her uncle called at 7:complaining that his niece had been at our Pep boys location for over two hoursWe apologized and continued working on her car
At approximately 8:PM the starter that she had purchased from *** was defective and not workingWe apologized and ordered another starter from *** for her to replace the defective one for next morningWe had to close and no way of obtaining a replacement starter so late at night
At 7:AM *** *** Uncle and Father started calling Pep boys of *** complaining wanting the labor to be free for the inconvenience we caused his daughterWe apologized and gave all information leading up to this issue
At 9:AM we finished installing her starter and called her to make arrangements to go pick her up from her apartment and bring her back to the store Pepboys of *** went to her apartment and picked her up and brought her back to the store to pay her invoice for services renderedHer Uncle and Father continued calling wanting discounts and or free labor
We picked her up and test drove her vehicle and she left with a functioning starterAt approximately AM Alexandria Doss returns to the store claiming her starter was still doing the same thingI Raul M*** checked starter and it was functioning properlyShe insisted that the starter was not her problem
I then asked her to take her to drive over to *** and have them test her old starter which was taken offhowever I did caution her that a starter *** with no engine load on it might give an inconsistent test for starter draw
I asked her if she would like I would refund her full labor money and install her old starter back if she did not feel satisfied with results*** *** said no I will keep the starter you replaced on the carJust refund me my money
The starter was tested by *** is what she stated to us*** does not bench test starters in *** as *** *** informed Raul M*** performed the test
We refunded the labor *** *** paid at Pep Boys, but we will not refund for the started that was purchase at another facility
Regards
Robin S***
Customer Relations Coordinator