Pep Boys

Dear *** ***,
We are in receipt of the complaint sent to your office on October 16,, by *** *** We apologize for any inconvenience *** *** may have
experienced at our facility
In order to further assist *** ***, we will need *** *** to provide us the location he visitedOnce we receive the location, we will than begin our resolution process
Customer Care SpecialiPep Boys
West Allegheny Avenue
Philadelphia, Pa \

Dear ***,
We are in receipt of the complaint sent to your office on July 26, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
On June 5, ***
*** approved the repairs listed on the work order attachedThis repair did not include front brakes, the technician that inspected her vehicle stated the front brakes did not need to be replaced, but did resurface the rotors in the front
*** *** returned to our facility on July 27, and *** *** was given a refund for the resurface of the front rotors, $*** *** was taken out to our shop area and shown the front brakes .We also replaced the rear brakes and rotors due to *** *** not believing that they were replaced the first time
Pep Boys is a large company, that would never put a customer in and jeopardy by not replacing brakes that are recommended or neededIt is unfortunate that *** *** should feel that way
We are declining any further refunds or free repairs
We again apologize, as well as thank *** *** for allowing us the opportunity to address her concerns
Regards,
Robin S***
Customer Service Specialist
W Alleghheny Ave
Philadelphia, PA

Dear *** ***,
We are in receipt of the complaint sent to your office on February 19, by *** *** We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">*** ***'s concerns were addressed by the service manager
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

Dear *** ***,
We are in receipt of the complaint sent to your office on October 14, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">*** ***'s concerns are being handled by our claims department
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 Ms.***,
We are in receipt of the complaint sent to your office on February 17, by Ms***We apologize for any inconvenience Ms*** may have experienced at our facility,
In order
to further assist Ms*** with her concerns, we will need the store location she visitedOnce we receive this information we will than begin our resolution process
We again apologize as well as thank Ms*** for allowing us the opportunity to address her concerns
Regards,
Robin S***
Customer Care Specialist

Dear ***,
We are in receipt of the complaint sent to your office by *** *** dated June 23, We would like to apologize to *** *** for any inconvenience he may have experienced at our Pep Boys facility. The Service manager has tried several times to reach *** ***We ask that *** *** return to this location and allow Pep Boys the opportunity to address her concerns. 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 19132 Phone: ###-###-#### Fax: ###-###-####

Dear *** ***We are in receipt of the complaint sent to your office on January 13,by *** ***We
apologize for any inconvenience *** *** may have experienced at our facility.*** *** was first unhappy with the tow pep serviceI apologized for their apparent negligence, and suggested that if she had free towing through her insurance, to use that to at least get the car back in our shop to see what the issue may beShe was happy with that suggestionOnce the vehicle was in our shop we checked the battery because the vehicle took a jump to get it into our shopIt was tested, it came back as a bad battery
*** *** was contacted and advised that it needed a battery before we could go any further in diagnosing the vehicleShe agreed to those chargesOnce the battery was replaced the vehicle still would not startThe vehicle was acting as if it had been flooded (which made sense, since the customer informed us that her daughter did attempt to start the car multiple times)The mechanic removed the a couple spark plugs to further verify our suspicionsThe plugs were fuel soakedWe then recommended changing the spark plugs due to their conditionShe informed me that had been done a few months ago (I believe August)I told her that since they had been soaked with fuel, unfortunately, it didn't matter how new they wereThe spark plugs, and I believe a coil/boot that was also soaked, were replaced
*** *** was advised before performing this work that we were hoping that this was the "end all" as far as repairing the issue, however, we were just taking the natural courses as the problems showed themselvesAfter she approved the spark plugs and coil on top of the battery, we did the workUnfortunately, the vehicle tried to start, but would not be consistentBefore calling the customer yet again, we did a compression test which showed us that or more cylinders were low on compressionWe concluded that the valve timing was offAgain, I called *** *** with less than satisfying newsI informed her that we would have to move yet another step further to be completely certain that the timing was offHowever, I specifically informed her that even if that is verified, I could not guarantee that changing the timing components would be the end of thisI informed her that it depended on the condition of said components, and the history of the vehicles maintenance, which she could not be too certain of herself due to the fact that they hadn't owned it for all that long (her words paraphrased, not mine)She, after her and I talked at length about the possible outcomes and fact that we both agreed a couple thousand dollars (based off rough estimates of scenarios we were discussing) may be too much money to put into this specific vehicle with no certainty, decided to have us further verify possible conditions
The timing cover was removed, the timing was off and the condition of the parts resembled that of parts that had not been properly lubricated or maintainedWe then drew the conclusion that there had been a lapse in maintenance over a long period of timeAgain, that is an assumption due to the fact that we do not know the history of the vehicleI was very adamant about telling the customer that we could not be exactly sure what would cause this, due to the fact that it was a pre-existing condition prior to visiting our store as noted on the first WO *** under the General Comments section
After her and I going over it multiple times and bouncing possible outcomes and monetary issues off of one another, she told me thank you for being patient with her, and she was going to take a few days to think about the options and call me back once she had made a decisionI told her that I would order the parts that day so that there would be less delay on getting the car returned to her if she chooses to do the work, which I did
I was advised that *** *** had called in regards to not being called about the parts coming in (which I don't recall ever telling her I'd do since she had to make up her mind), then she called and told someone that a tow truck was coming to get the vehicle, so we gave the tow truck driver the keys when he arrived and he said he would be back later to pick it up (which he didn't do), then she called back after they had the keys, and said not to give anyone the keys other than her or her daughterThis happened over a period of about 3-daysShe shows up to get the vehicle and we had no keys, because they were already released to the tow truck driver that she initially set up
We find no wrong doing on behalf of Pep Boys and no refunds or repairs are due
We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns

Dear ***,
We are in receipt of the rebuttal sent to your office by *** *** *** dated June 23,
*** ***'s concerns have been addressed for a second time, and we found no reason to reverse our prior decisionIt had been two years in between the initial repair and his complaint with out alerting us that there was ever an issueThe repair originally done had a year warranty with no validation or show of concern at any point during the warranty
We again apologize, however our prior response stands firm
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa
Fax: ###-###-####

Dear ***,
"">We are in receipt of the complaint sent to your office *** *** on March 6, We would like to apologize to *** for any inconvenience she may have experienced at our facility
**.***'s vehicle was taken to the *** Dealer .It was confirmed by the Manager *** at the dealer that the vehicle had multiple wiring issues not related to anything done by Pep Boys, however as per agreed, Pep Boys did pay the $ for the diagnostic
Pep Boys will assume no further liability for damages or further costs for this vehicle
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 July , by *** *** ***We apologize for any inconvenience *** *** may have
experienced at our facility
The Area Director contacted *** *** and advised that after he reviews the CCTV he will resolve the issue of the stolen tools
We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care SpecialisPep 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: First of all, I *** *** an the owner of the car.I can show you the title So their clearly dishonest right offThey know they screwed up because the car, with the wrong alternator and wrong belt had to go to another shop after the first oneI have never dealt with a more hard edged and dishonest group of peopleThis clearly needs to be publicized In addition, they placed an incorrectly sized battery in the car, have a picture, and I have to have additional work done because the radiator hoses weren't replaced on tight after their shoddy and sloppy workI am clearly expecting this to go to courtThey most probably have arrangement with mechanics to cover up their mistakes and the regional supervisor from Michigan has operated in bad faith from the startHe obviously has a disdain and dislike for those who are a better class of people than himI sincerely hope this can be forwarded up to a higher echelon of managers at Pep Boys corporateI have also information that a local tv station my do a story about this
Regards,
*** ***

Dear Mr***,
We are in receipt of the complaint sent to your office on March 25, by MsMr*** ***We apologize for any inconvenience Mr*** may have experienced at our
facility
Our Rewards program does not allow points to be earned on a transaction completed with gift cards causing the customer not to receive pointsWe have completed a Goodwill adjustment for this customerMr*** will be contact from a member of our rewards department and advised
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

[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 on August 5,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:
When I purchased tires I purchased four brand new tires that were all of the same type and manufacture in order to drive safely on the roadIt is recommended by Pep Boys and others that all four tires be the same for safety purposesHere is what Pep Boys says about that on their web page:
"Why Buy Four Tires?
When you are in need of a tire replacement, we recommend replacing all four tires at the same timeWhen the construction, tread design, tread depth and tire type of all four tires on your vehicle match, the reaction of your tires to road conditions and driving stress will be completely uniformAn identical reaction from all four tires improves your vehicle’s safety, balance, stability and overall handling."
By Pep Boys standards, as well as others, and my own experience, I feel that by having tires from two different manufacturers with two different tread patterns Pep Boys is putting my safety as well as the safety of my family and others around me at riskThe only way that this can be corrected is by the installation of four identical tiresRegards,
*** ***

Dear ***,
We are in receipt of the complaint sent to your office on July , 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 19132 Phone: ###-###-#### Fax: ###-###-####

We are in receipt of complaint submitted to your office by *** ***We apologize for any inconvenience *** *** may have experienced at our facility. *** *** was contacted and advised that if the other facility who was inspecting /repairing his vehicle, documents on their
receipt that we caused the damage, we would file a claim to investigate. We again apologize as well as thank *** *** for allowing us the opportunity to address his concerns. Regards, Robin S*Customer Engagement CoordinatorPep Boys Auto Plus

[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 company did not make an effort to resolve yetThe company asked for more information about which location was involved in the original complaintIt is:
Pep Boys #***
*** *** ***
***, MA ***
I did include this (I thought) in the complaint, but maybe the location info fell through the cracks Thank you for your further assistance in working with Pep Boys regarding this situation
Regards,
*** ***

I ordered wheel covers, 15" to fit my wheelsOne wheel cover cracked when I installed as directed using a rubber malletA second wheel cover came damaged and dirty When the second delivery of the final two wheel covers arrived I did not open and returnedI explained the situation in an Email and phone conversation to Pep BoysToday received reimbursement for $of $paidSo I am being charged for the two wheel covers--one that arrive damaged and the other constructed poorly

Dear ***,
We are in receipt of the complaint sent to your office on September 10, by *** *** ***We apologize for any inconvenience *** *** may have experienced at our facility, and to your office
for the delay in our response.Our credit department did contact *** *** and addressed his concerns.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