Pep Boys

[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,
*** ***

Dear *** ***, We are in receipt of the complaint sent to your office by *** *** *** on June 5, We would like to apologize to *** *** for any inconvenience she may have experienced at our facility. ***
***'s concerns are being handled by our claims department.Regards, *** *** Customer Service Coordinator

Dear *** ***,
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 has
tried several times to contact *** *** to address his concernsWe ask that *** *** contact the manager who will make arrangements for *** *** to receive a refund for $
We apologize as well as thank *** *** for allowing up 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 by *** *** .We apologize for any inconvenience *** *** may have experienced at our facility
*** *** was given a full
refund for the tires purchased onlineHe than purchased the correct tires recommended by the dealer
We apologize as well as thank *** *** for allowing up the opportunity to address his concerns,
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Regards,

Dear ** ***,
We are in receipt of the complaint sent to your office by *** *** ** dated May 20, We apologize for any inconvenience *** ** may have experienced at our facility
On May
20, *** *** ** dropped off his car for a brake inspection*** ** called in to ask about his vehicle and the brake inspection he had requestedHe spoke to one of the service advisors who told him that in addition to the repairs that were already recommended, he would also need calipers because they where seizedThe total estimate was approximately $*** then asked to speak to the manager on duty, which was Shayna (CSM) to get a better understanding of why the estimate was different than what he previously thought it would before the inspection was performed
Shayna explained that upon inspection it was determined that the calipers were seized and needed replaced in addition to the other repairs neededShayna indicated she would check with the technician to confirm the evaluation and get back to him in about thirty minutes to an hour*** ** called back within ten minutes wanting to know why he hadn't been called back yet and when speaking to Shayna stated that he had obtained a lawyer whom was advising him on what to do with his vehicleHe stated that his initial service advisor, Steven, quoted him a price of $and that Pep Boys must honor that priceShayna told him that she would honor the quote for the brake repair estimate that was originally givenThe customer insisted that the calipers be added to that price as wellAt that time he indicated he would call us back to let us know whether to move forward with the repairs or not
*** ** then called back and declined the repairs stating that he had contacted his lawyer and was advised to pick up his vehicle and take it elsewhereAt the customers request we had the technician back *** **'s car out of the service bay to insure that the keys and car were ready for him when he came to pick up his vehicleWhen *** ** came in to pick up his vehicle he let Shayna know that he had contacted corporate and that if we would not do all the repairs needed for the price of the brake repair which he estimated to be around $then he would contact the Revdex.com as wellShayna apologized for any inconvenience and offered to walk *** ** through the estimate againWhile doing so Shayna let him know of the safety hazards he was facing by driving the car with seized calipersHe paid $for his brake inspection and drove the car away
We find no wrong doing on behalf of Pep Boys and no repairs are due
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 January 28, We would like to
apologize to *** for any inconvenience she may have experienced at our facility
*** came if for headlight replacement on Dec22, According to the mechanic who worked on the car, one side was damagedWe were only able to replace the one sideThe assistant service manager at the time agreed to take care of the headlight assembly replacementThe service manager at this location had been in contact with *** and was taking care of ordering the light from the dealerThis service manager was then transferred to another location and failed to follow up with the order, the customer or let anyone know of the status of this issue, so that we could take care of itWe apologize for this delay, the part has been ordered as of today and as soon as *** contacts the store and speaks to *** an appointment will be set up
We again apologize as well as thank *** for allowing us the opportunity to address her concerns*** ***
Customer Service Coordinator

Dear ***, We are in receipt of the complaint sent to your office **Robert *** on March We would like to apologize to *** for any inconvenience he may have
experienced at our facilityThe Service technician has too much to lose by tampering with a customers vehicle and all our work is on CCTVOur technicians are certified mechanics who cannot and will not jeopardize their jobThe technician was changing the brake sensor but it routed a special was so the tech left the old one to follow the routing and left it thereA month later *** returned and the Manager took *** to the shop and showed him the old wires and also that it was impossible for the technician to break the transmission dipstickWe find no wrong doing on behalf of Pep Boys and no refunds or repairs are dueWe 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 response that I received from *** *** is completely falseIt seems as if all that took place was an email being sent to *** asking him what happened without actually investigating the issue and the MULTIPLE customer service complaints I opened onlineIt seems ***'s response was just copy pasted in and that was adequate enough and all *** did was try and change the wordage to take it away from first personFor example, he is referencing to *** and that we as a company, etcAnd then he said "*** got very upset and asked ME why we didn't catch that...." why would it say me? I didn't talk to *** that's not a general typo*** did not even address a single customer service concern in my complaint and how I never received calls back and how the car was there in the afternoon on the second visit, and when I confirmed it had arrived I was told by multiple employees at that location that it was being looked at (as it wasn't always the same employee who answered)I had also received a confirmation from the employee there stating that they finished the radiator diag and found NO problems with the radiator and the ONLY thing it can be was an ENGINE crack Then it is magically the radiatorI have called three different Pep Boys and I asked each of them how long it would take to tell that a radiator is cracked after the water pump and the seals had already been replaced, EACH ONE of them said that it should take no time at allThe test they run on the radiator to see if it has a crack or is leaking is highly efficient at detecting leaks and if there are any problems with the test, a really easy way is to just leave the car running, put a piece of cardboard underneath and if there is any coolant under it, that is what it is since the water pump has already been replaced then its pretty straight forwardYet it took them, what, almost hours or moreI also asked each of them if you get a coolant diagnostic, does the pressure test they perform on the radiator, stress the radiator more than the water pump and they said it didSo if the radiator had been failing it should have showed signs of failure when they performed the pressure test, granted they actually performed oneAlso, my car had coolant around the hosing under my hood after the water pump repair and they told me that it is fine it is oldThere is no way my radiator was showing no signs of failure or damage and then not even two weeks later it, to use ***'s words, blew upEspecially for the limited driving I do?! All I literally do is go to work and homeMy daughter does the shoppingAnd to strike another point I have no son nor am I married.
Also, on January 30th is when I had the timing belt, water pump, cam and crank seals replaced, the wording *** used in the reply makes this unclearI explicitly asked for an honest answer if this would fix my problems and if it was worth doing as my car is really old, and they said yes, why wouldn't I do it? Yet in the reply, apparently, *** and *** both said that the repairs are worth more than my car is worth which is complete bsWho in their right mind would say oh okay well go ahead and do it anyways even though I'll probably have to put more money into it and this alone is costing me more than I'll ever get out of my car?!? Makes ZERO senseFor the other horrible reviews of Pep Boys and past experience with them there is no way they would advise a customer against getting a repair doneThis being a perfect example of how they value a couple hundred bucks over ensure customer service.
While I did authorize all repairs performed, I was swindled into it and lied toOn my original visit I was told by *** and multiple techs that they fully recommend the repair vs the value of my car, and that they are confident that this will fix all over heating issuesI submitted multiple complaints while they were "diagnosing" my car on the 2nd visit and all of them were pretty much swept under the rug or just sent to *** which he just kept giving me bs and the runaround like I stated in my original complaintWhile I am not arguing the original repair, I am saying I was falsely led to believe that it was worth it vs my cars value and that, in their expert opinion, it would fix my carIf they had told me there is a chance it will not fully fix the problem and the radiator could need it as wellOr told me that it was not worth it vs the value of my car, I wouldn't have done the repairs at allBut I had no choice of getting the radiator fixed after my timing belt was doneAlmost spending a $1,and then two weeks later having to say okay well time to get a new carI had no choice but to fix the radiator, which is why they did not tell me at all it could lead me to needing my radiator fixedNo where on my original receipt does it show further recommendations that the issue may not fully be resolved and to watch the car closelyNothing of the sort.
I believe I have done a good enough job proving that the majority of *** ***'s reply is completely fabricated by responses from their employees at the business in question as well as other Pep Boys and that the response they gave was an attempt to make it seem there was no wrong doing on their part which is why none of the customer service issues were touched upon, the fact it took so long to diagnose my car the 2nd time when other Pep Boys confirmed how long it really should take, the fact I was hardly treated with any respect, because if they did address any of them it would only prove that they put the customer second and poke further holes in their account of the events.
They should be reminded that a full and honest account of events should be submitted.
Regards,
*** ***

Dear *** ***,
We are in receipt of the rebuttal sent to your office by *** *** *** A check will be requested and sent to *** *** for $We ask that *** *** to allow 7/days to receive his check.Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

Dear *** ***,
"">We are in receipt of the complaint sent to your office on November 3, by *** *** *** We apologize for any inconvenience *** *** may have experienced at our facility.*** *** was advised to get an estimate from *** glass repair** *** advised that she would contact *** after the holiday.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 19132Phone: ###-###-####Fax: ###-###-####

Dear *** ***,
We are in receipt of the complaint sent to your office on February 3, by *** *** *** We apologize for any inconvenience *** *** may have experienced at our
facility.To further assist *** ***, we ask that *** *** advise us of the Pep Boys location she visitedOnce we receive the requested location, we will than begin our resolution process
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 March 7, We would
like to apologize to *** for any inconvenience she may have experienced at our facility
The Area Director contacted *** and has agreed as a Customer Satisfaction to send *** a refund for services performed at Pep Boys in the amount of $This check will be mailed to *** within seven to ten days
We again apologize as well as thank *** for allowing us the opportunity to address her concerns
Regards, *** ***
Customer Service Coordinator

Dear *** ***,
We are in receipt of the complaint sent to your office on October 15, by *** *** We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">We are not in business to charge customers for parts and not put them onIf this was true than *** *** should have had her vehicle towed back to this location, and give them the opportunity to review her concernsWithout a vehicle there is no way to prove to *** *** that what she was told is untrue
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 S***
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 ***, 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: the car had no flat tires and it was never park for months that is a flat lie and yes I towed the car because the alternator was not working and I did not wanted to use up all the battery by driving it there !!!and that was what the good guys from *** told me they said to tow the car not to drive it because if I did it could damage the battery as well !!!!and the problem was that they emptied the radiator and filled with water which does not work for that kind of radiator ,they did it from the overflow tank which is locater near by the alternator and I returned the car the very same day but the mecanic that worked on it said that he was off for the day to bring it back next day when I did they told me it was gonna be $plus the diagnosis $ so I took it to another mecanic and I paid $for the right kind of antifreeze plus $labor and guess what ? the car is not overheating any more !!!I believe they are scamming people at that pep boys facility !!!!!for they charged me $ for a belt that the car did not needed !!!I mean just because I towed the car that does not mean they can robbed me !!!I can contact *** and ask the tow truck driver that advice me to tow the car not drive it and have him testify on my behalf !!! he saw the car working it was not over heating !!!!!
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: There was damage to my car rims which has not been resolved. I want my complaint noted against the dealer for both the damage and the indifference concerning my complaint. I will further forward this complaint to the approptiate state agency since it is unreolved and Pepe Boys has utterly dismissed my concerns without the curtesty of any direct responce to me. Thank you for your attempt for resolution
Regards,
*** ***

***@pepboys.comDear *** ***, We are in receipt of the rebuttal sent to your office by *** ***. *** *** brought his vehicle in with the pre -existing issuePep Boys did an oil change and brakesThe issue has nothing to do with the repairs performed at our facilityThis claim is denied. 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:*** ** *** * *** *** *** *** PA *** Phone # ###-###-####
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 this is not a solution. If I would have never checked the work, and drove off, I would be at a loss for the difference of the battery and any warrantiesAlso, I do not believe this was a human error, but rather a business practice. I will never trust PepBoys again, nor do I wish to visit or have a sort of service done at any of your Nationwide Stores
Regards,
*** ***

Dear MsRaiche,
We are in receipt of the complaint sent to your office on January 11, by Mr*** ***We apologize for any inconvenience Mr*** may have experienced at our
facility
Mr*** was originally denied the rebate because he ordered online and submitted his online order form. He then resubmitted his receipt, but did not pick up or pay for the items ordered until Dec13th. He was then unqualified for being outside of offer dates
Mr*** would be eligible for - $rebates for a total of $30. We have requested his rebate be processed as an exception
We again apologize, as well as thank Mr*** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Relations