Pep Boys

Dear [redacted] We are in receipt of the complaint sent to your office on November 3, by [redacted] *** We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] came to our facility with an over heating issueWe checked her vehicle and found out that there was a problem with her RadiatorAt the time we suggested replacing the hoses and beltsHoses were suggested due to there weaken condition and the belt because it was frayedClarence created the quote and explained to [redacted] her initial concern(replacement of the radiatorWe suggested the hoses, and we would install at no additional cost...and didn't mention the belt(wasn't told she need on at the time)The quote we created DID have the extended warrantyand I presented this estimate(less the belt to the customer)After Steve(Master Mechanic) had the vehicle torn apart, he noticed the condition of the belt and suggested replacementI created a quote, and talked with the Manager on Duty for the note(Jack) that we had an approval on the work, but a belt was suggested.We found out later that next day, that the belt was approved and the customer never asked for itJack Didn't charge [redacted] for either the part or Labor After hearing of this, we tried to call [redacted] the following day to ensure she was okay.If [redacted] would like to go over the bill, we ask that she contact the store and speak to Alex the manager.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

Exceptional customer service is hard to find these days, but I found a shining example at Pep Boys on Broadway in Tyler, TXI went in looking for some wiper blades for my Infinity Jand Sarah looked up what was required for my vehicleUnfortunately there was only one compatible blade and it was not in stockNext, she called other automotive parts stores in the area, including competitors, looking for the bladeShe then called the dealers and checked with themWhen the blade could not be found locally, she had the technicians look to see if there was an alternative solution to the one listed in the computerHaving exhausted all immediate solutions, she offered to order the part and then took steps to get it in as soon as possibleSarah did all of this on her own initiative without any prompting from meIn addition, the store was short-handed and she managed to care for several other customers simultaneously while she professionally and efficiently attended to my situation

Dear [redacted] , We are in receipt of the complaint sent to your office on October 30, by [redacted] We apologize for any inconvenience [redacted] may have experience while submitting her rebate We contacted our rebate department, they have advised that two Prepaid [redacted] cards will go out in the amount of $for the canopy and $for premium car coverDue to the [redacted] Cards being distributed once a month, we ask that [redacted] allow up to weeks for the delivery of the cards 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 Ms [redacted] , We are in receipt of the complaint sent to your office on January 14, by Mr[redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility.> We contacted the Area Director and reviewed Mr [redacted] 's complaint and have decided to refund Mr [redacted] Mr [redacted] has been contacted and advised that a check will be sent to him We again apologize, as well as thank Mr [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa Phone: ###-###-####

We are in receipt of the complaint sent to your office by Ms [redacted] .We apologize for any inconvenience Ms [redacted] may have experienced at our facilityThe store entered a claim and the repairs at [redacted] were paid by Pep BoysWe apologize as well as thank Ms [redacted] for allowing up the opportunity to address her concerns Regards, Robin S*** Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office on October , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The manager has attempted to contact [redacted] and address his concernsThe vehicle was picked up by [redacted] [redacted] was given a huge discount and seemed fine with that We ask that [redacted] call the store and speak to the manager with any concerns 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

INCIDENTS IN 1/YEARS This is an update on my previous previewI like Pep Boys, I do, because it's (relatively) convenient and cheap for oil changeI followed Tom (the A [redacted] older gentleman), who is a service manager who took care of me for yearsYet whenever he leaves, [redacted] just seems to hit the fenceA year and a half ago, I went to the Northgate Store (#0774), where I had been going on for years because of TomNot knowing Tom left, I came in to get an oil change as usualAnd they S [redacted] UP my carThe technician forgot to put the oil cap back on, and thus my car was leaking oil for weeks without me knowingI didn't and still don't know much about car, so I trust Pep Boys and Tom to take care of my carThey DIDN'T this timeMy car was making weird noises and I took it back in, this time to the Arden store (#0723) to take care of the noisesTo my surprise, Tom was there, and he took care of me with a free oil change and a promise that he would personally be responsible for me and my car if anything was to happenI trusted him and not pushing any complaints to corporateFast forward to only short months later, I came in for an oil changeI am a good customer, and I followed instructionsTom left me, again, this time for goodI was informed that he retiredI went ahead and asked for an oil changeThey informed me that it would be done by p.mI had an appointment at 5! I thought it was ridiculous, but I needed to get it done, so I bit the bulletI was completely SHOCKED when the technician informed me that the thread on my oil drain was completely strippedHe told me that they could not release my car for the night due to the fact that it would not be safe and that the Master Technician is not inI was left without any car and waited until they closed without any resolutionI had to request a Lyft to get my tired and frustrated self homeI called the Customer Relation line and was given a case numberThe Manager did not call me back the next day as promisedI called again in the morning to see what was going on and was left waiting on the phone for another min just to be informed that there is nothing that they could do for me and they gave the case to "Senior Management"I called Pep Boys and they told me that they were replacing my entire oil pan for me, and that they would reimburse my uber and lyft ridesThat is great, but who are going to pay for my hours of waiting time and frustration? A mistake happen once and not the the same personI had these "mistakes" happen to me twice, by the same company! As they say "fool me once, same on youFool me twice, shame on me"It seems like Pep Boys will sweep this under the rug as they usually doThere are a lot of dissatisfied customers on Yelp indicating that PepBoys are not doing their job and not training/supervising their technicians as they shouldThey put their customers' lives in danger and prove neglegance in their servicePerhaps it's time for a CLASS ACTION LAWSUIT so that the company will wake up and get their [redacted] togetherI will also file a formal complaint with the Revdex.com and see if they would look into thisIt is not acceptable

Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] dated May 5, We would like to apologize to [redacted] for any inconvenience he may have experienced with his rebate.A card was issued to [redacted] in October of 2013, that was returned as undeliverable and then expired [redacted] called us on 5/9/2014, and was offered a gift card in replacement, which will be mailed to [redacted] , VA ***, unless other wise instructed Tracking ID: [redacted] Name: [redacted] Address: [redacted] City, State, Postal Code: [redacted] VA [redacted] Telephone: ###-###-#### We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] 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: [redacted] I am rejecting this response because: Regards, [redacted] I'm rejecting this response as Pep boys is responsible for damage of my car I have attached documents from the dealing indicting the reason why my car was damageThe mechanic did not his do diligence in which caused my power steering to be destroyedWhen will someone take responsibilities for damaging someone car and costing more money to correct the problemI spend to get a belt, turn around had to spend close to $2,to get my car fixPower steering do not damage that easy as I said before before I brought my car to Pep boys was nothing wrong with my power steeringFor Pep Boys not to take responsibilities for their workers is just not right I want a better resolution Thank you

Dear [redacted] , We are in receipt of the complaint sent to your office on October 14, by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was contacted by the management at this location, they addressed her concerns and offered [redacted] the refund she is requesting [redacted] is to return Thursday 23, for her refund 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 ***, We are in receipt of the letter sent to your office by **[redacted] on May 02, We would like to apologize for any inconvenience ** [redacted] may have experienced at our Pep Boys facility** [redacted] was contacted by the service manager who addressed her concernsThe service manger did give ** [redacted] 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 by [redacted] .We apologize for any inconvenience [redacted] may have experienced at our facility Today June 19, *** [redacted] has his vehicle back at our shopHe has received a refund for the brake service rendered and is now having struts replaced [redacted] is satisfied with our resolution 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 West Allegheny Avenue

Dear Ms***, We are in receipt of the complaint sent to your office by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility Mr [redacted] was contacted by the managerMr [redacted] advised the manager that he had already purchased a new tireThe manger offered to give a partial refund We apologize as well as thank Mr [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] 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: Dear [redacted] , This letter is in response to Pep Boys response to my complaint ID [redacted] On May 29, I brought my vehicle in to Pep Boys [redacted] location as a result of an oil leak I was told that they would perform a fluid leak evaluation using an oil dye I was told this would take a few hours and so I went home and waited for a call A few hours later I received a call from [redacted] who informed me that the results of their evaluation showed my head gasket needed to be repaired She stated that Pep Boys would not be able to perform this work as it was a major engine repair She also stated I needed my engine rebuilt I discussed the diagnosis with her and thought it was strange because the symptoms of a blown head gasket did not match what my car was doing After speaking in length with [redacted] she suggested I drive the car around for 1-so they could examine the vehicle further She also stated she would have a different mechanic review the compression test because each mechanic interprets the results differently When I brought the car back in two days I was told there was no blown head gasket and that oil was leaking from my valve cover gasket and oil pan NEVER was it determined that the grommets were leaking until AFTER the valve covers were removed in order to replace the gasket AFTER the grommets were damaged during the initial repair on June 1st, I was told about the grommets needing to be replacedI was NEVER informed by the manager about the dire need to replace the valve cover assembly which came with the grommets He was nonchalant about the entire situation and said they would extend the warranty until the end of the year at which time I could get the repairs done I was NOT told that my engine could be destroyed or further damaged by driving with the damaged grommets In addition, it was determined in June when my vehicle was initially repaired at Pep Boys that the spark plugs needed to be changed yet they were not replaced The manager stated they would be replaced when the valve covers were replaced THIS is the reason the vehicle was misfiring when it was brought in in November It may also be the cause of additional engine malfunction on my vehicle The spark plugs should have been replaced in June when it was noted by the mechanic that they need replacementAccording to the response from Pep Boys forwarded to me, it states that I wanted the ignition coils covered at no cost because they were not part of the original diagnosis THAT IS A LIE I had my vehicle repaired at a different Pep Boys several months prior and ***, the manager at the [redacted] location agreed it was still under warranty and that is why I was not charged The same with the spark plugs, which were replaced several month prior on the same day at the other Pep Boys locationPep Boys clearly is not capable of performing engine work as was originally stated to me by [redacted] , the customer service representative I dealt with when I fist brought my vehicle in The grommets were damaged on my vehicle when the valve covers were removed to replace the gaskets Pep Boys claims they were not aware the grommets only come with the entire valve cover assembly, yet [redacted] has been making their vehicles this way for close to years, if not longer My vehicle is a so any reputable mechanic should have known this If the mechanic who worked on my vehicle was not knowledgeable in [redacted] then they should not have tried to perform engine work on my vehicle which only caused further damage I agree with Pep Boys that my car did not have a blown head gasket when it was originally brought in to their [redacted] location on May 29, However, after their mechanic(s) worked on my vehicle causing additional damage, my car now has radiator and engine damage and no longer runs I tried to take my vehicle back to Pep Boys shortly after they did the final repair in November, only to be told by the manager not to return because they do not want to touch my vehicleThis, after they caused multiple damage to my vehicle because of their incompetence and lack of knowledge of [redacted] Pep Boys is responsible for the damage caused to my vehicle after they removed the valve cover assemblies from my engine, causing the grommets to be damaged and thereby causing oil to leak internally into my engine My car was only leaking oil externally when I bought it in After they "fixed" my vehicle it was leaking oil internally I feel that I am owed the money to repair the damage Pep Boys caused to my vehicle Regards, [redacted]

Hello, The car is junked now because it stopped running shortly after, because it never needed the part they replaced When I picked it up they said it needed a transmission and gave me a business card to where I can get a rebuilt one for cheap The manager [redacted] gave me the card I WANT A REFUND FOR A PART THAT WAS NEVER NEEDED PLEASE $

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# The Area Director has again reviewed [redacted] 's concerns and while he does not feel that Pep Boys did anything wrong he has decided to refund [redacted] for the repairs done at Pep Boys on work order number [redacted] in the amount of $as a customer satisfactionA check will be sent to [redacted] to [redacted] **, [redacted] Fl [redacted] with in seven to ten days.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 19132Regards,

[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'm referring to my latest visits with Pep Boys (12/and 12/11) where they did a diagnosis for the delayed cabin start after which my car got completely screwed upAfter the first visit, the cabin fan started working when I took my car back (and they had no clue it was working) but the engine fan won't shut off after I turned off the engine when I reached homeBefore I left the shop during my first visit, I was told it was my AC relay that needs to be replaced and that they'd have to order the part inThey did a whole another diagnosis when I brought back the car next day and they said I had to take it to [redacted] Didn't charge me both times for diagnosis, saying I was going to get a big bill from [redacted] anyways, so they're being considerateReally??? Now, after the second visit, they said it was the computer module, didn't mention if it was the BCM or the IPDMWhy didn't they mention this the previous day? All they said the previous day was that the AC relay needs to be replacedAfter I took it to [redacted] , they did a diagnosis for the engine fan not shutting off and said my IPDM needs to be replacedPaid $for Parts and Labor, $for Diagnosis and towing amounting to $($Total)Pep Boys kept calling me after I launched a customer relations complaint with their corporate office and also with Revdex.com, to get a closure on the incidentThe last time they spoke to me, they said it was definitely the BCM (Thanks For Being Reliable and Consistent Of What you inform your customers) and when I said [redacted] 's diagnosis came up with IPDM, they said they're both the sameWow!! I think they should just confine their work to Oil Changes, Brakes and TiresNothing Else 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 do not want to deal with the store manager or any associates at that locationMy first several attempts at a resolution were made through the business and it ended with me driving to [redacted] with a badly installed fuel pump that I was talked into paying for even though I had paid $already to fix the issue that brought me to that Pep Boys in the first placeI will not accept anything less than talking with Pep Boys corporate about the issues and starting a resolution through them Regards, [redacted]

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated April 28, We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was given an estimate, which he declined and than left the vehicle on the lot for three weeksHe was contacted several times and after no contact could be made, the store followed the abandoned vehicle process [redacted] was advised where the vehicle is located, what company towed the vehicle and who to contact about getting his vehicle back We are not responsible for the vehicle once towed from our lot 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 Mr [redacted] on January 31, We would like to apologize to Mr [redacted] for any inconvenience he may have experienced at our facilityMr [redacted] requested to speak to the Area DirectorToday [redacted] Area Director contacted Mr [redacted] and advised of our resolution/decision.We again apologize as well as thank Mr [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator