Pep Boys

Hello,This letter is about the complaint I submitted on 3/4/against Pep Boys, and their reply about my complaintTheir reply is good PR, and is how they wish things had happened, but is pure fiction designed to make them look competent, caring and innocentIt does not address what actually happened at allHere's what happened again: I took my vehicle to Pep Boys, told them the air conditioner did not blow cold air, and asked them to tell me what'swrong and to give me an estimated cost for repairsThey told me the compressor was broken and needed replacement, along with the dryer and a third component, at a cost of $1,for parts and labor| declined to have any repair work doneI took my car elsewhere, was told it simply needed refrigerant added, and had that done and working like new within minutesIt was so minor that they did not even charge me anything.Pep Boys, conversely, is incredibly incompetent or altogether dishonest with their broken parts and $1,storyI told Pep Boys this, but they ignored it in their fabricated version of thingsThey never offered me a “system diagnostic for $34.99"I never asked for an estimate for a compressor replacement; I only asked for an estimate to make the AC workSince they are lying in their reply and ignoring facts, I assume they also lied (as opposed to being incompetent) when they told me the compressor was brokenThey are not helpful, competent or honest, as their reply impliesThey are con artists who lied, then lied some more to cover up their first lieI hope you are not going to let them get away with this, since you exist to protect consumers from things like thisWhat will you do now? And how do I reach you? I called ###-###-#### and ###-###-#### many times, but no one ever answers or returns my messagesTry - calling those numbers-and-sanyone answers--Leave a message and see if anyone calls you backAnd I've written many e-mails that no one replies to eitherThe only e-mail I received from Revdex.com says to not reply since it's an unmonitored email addressThank you,
*** ***

[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:
To Whom It may Concern
I do not accept Pep Boys decision to do nothing about the damage they caused to my truck and I do not accept that they will not refund my money, I already contacted Channel and sent pictures to ***, I repeat I will NEVER LET THESE CROOKS GET AWAY FROM STEELING FROM AMERICAN TAXPAYERS!!!!!!!
PEP BOYS SOLD ME FAULTY PRODUCT!!! *** *** had to rebalance the wheels after pep boys took the large wheels that I couldn't steer with and told me that the wheels are seconds defects and PEP BOYS CHARGED ME FOR TOP GRADE WHEELS AND TIRES!!!! Brandon NEVER GAVE ME THE MONEY DIFFERANCE ON THE SMALLER TIRES THAT IS WHAT CROOKS THEY ARE!!!!!!!
I WILL MAKE SURE EVERYBODY I KNOW AND I KNOW EVERYBODY!!!! Pep boys WILL NOT GET AWAY WITH THIS I PROMISE!!!!!!!!!!!!!!!!!!!!!
Regards,
*** ***

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
dir="LTR">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

Dear *** ***, We are in receipt of the complaint sent to your office *** *** on April 11, We apologize for the inconvenience and appreciate your patronageThe
order placed online and cancelled has to do with the bank involvedWe did run a report and could see where the sale was posted ,the problem needs to be addressed by the bankWe 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 letter sent to your
office by *** *** on June 16, We would like to apologize to
**.*** for any inconvenience he may have experienced
at our Pep Boys
facilityThe service manager
spoke with *** He states that *** dealership told him that brake job
was done incorrectlyPep boys did the front basic brake replacement on February
8, *** states that we did not resurface the rotorsWe
verified thru cctv that the rotors were resurfaced and that the job was done
correctly, and we to spoke an associate at the *** dealershipThe dealer
remembered *** and his repairsThey will not back up the allegations
The dealer only stated that the vehicle came in with warped rotors and that
they resurfaced them and that was itThe dealership did the rotor resurfacing on May 24, As
customer satisfaction only we offered *** a refund of He
accepted the offer and wants Pepboys to send him a check for said amountA
check is in process will be mailed to *** *** *** *** ***, OH ***.We again apologize as well as thank *** allowing us the
opportunity to address his concernsRegards, *** *** Customer Service Coordinator

Dear *** ***,
We are in receipt of the complaint sent to your office on April 6, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">*** *** returned to our facility on April 21, and had two tires replace
We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
*** *** *** ***

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.The vehicle was brought in on October 23, 2014, and the customer issue was a popping noise in the front suspensionWe prepared a work order for a suspension evaluationWhen the vehicle was checked out it was determined there were loose stabilizer links which needed replacement*** declined the repair at the timeThe next day the vehicle was on the lot and *** gave me a call and stated we left her coolant reservoir cap loose and her vehicle overheatedI checked to see what service was performed and found the suspension evaluation
We offered to check the cooling system and determine what was going on with the vehicleShe stated she would bring the keys and wanted to be here when the vehicle was checkedUpon inspection, the cooling system was in a severe condition from lack of maintenanceThe system was rusted so severely internally it had the same appearance as if the system was full of red clayThere was a block test performed on the vehicle which indicated there was either a blown head gasket or cracked headI relayed this info to *** and stated with the condition of the cooling system it would be difficult to pinpoint the cause of the overheating condition, possible stuck thermostat, cooling fan issue or internal rusting which caused the issue*** stated that she has to check her coolant and oil every time she uses the vehicle and also stated she has jugs of water in the trunk for filling and was quite intent that she did not leave the reservoir cap loose and it was loosened intentionally at our facilityI stated to her it appears the condition of the cooling system coupled with her statement of carrying water with her and checking the level, there was and still is an internal issue with the cooling system to which we accept no liability
We find no wrong doing on behalf of Pep Boys and will not be responsible for any repairs or refunds
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 *** ***,We are in receipt of the
complaint sent to your office by *** *** dated May 19, We would
like to apologize to *** for any inconvenience he may have experienced at
our Pep Boys facility
***'s concerns have been addressed and the vehicle
has been picked upWe 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 by *** *** *** on June 25, 2014, We would like to
apologize to *** for any inconvenience he may have
experienced at our Pep
Boys facility, and to your office for the delay in our responseIn order to further assist
***, we will need *** to provide the location of the Pep Boys
facility that he visitedOnce we receive the Pep Boys location he visited we
will than begin our resolution process.We again apologize as well as thank ***for
allowing us the opportunity to address his concerns
Regards,
*** *** 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: I was told the job was going to be hours from *** *** when he called me june 1st at 9:am I am attatching emails that a hour job had suddenly turned into a hour job when *** called me at 9:I had agreed to get the work done and told him to take as long as it needs to get my vehicle fixed, I had never told the business I was in a hurry and did not want to wait, if I was in such a hurry I would not of gotten the second tow truck on my way home from *** *** pep boys store and gotten it towed to the nearest pep boys in *** ***I was also told that Justin bowman the mechanic working on my vehicle had to go to the hospital, so if the job was not done correctly and he had to go to the hospital I would of waited a day or two for my car, all I was asking was for the job to be done correctlyI had also gotten a call hours into them working on my car in addition to the emails, my life was put in danger and *** *** reassured me my car was perfectly safe to drive homeI was also overchsrged dollars labor which I had gotten refunded if I did not catch that on the paperwork I would of never been reimbursed for it, I expect the truth to come out of this and I expect a refund or I will have to continue taking further actions
Regards,
*** ***

ear *** ***
We are in receipt of the complaint sent to your office on October 12, by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">
The store is working with *** *** on the repairs that are needed
We 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 December 8, , by *** ***We apologize for any inconvenience *** *** may have experienced at our facility
dir="LTR">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 convenience
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

[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: I have still not received my gift card
Regards,
*** ***

My review is of the Pep Boys on Center Line Dr., Knoxville, TN The customer service person didn't tell me about the buy tires get one free offer (I knew about it from looking at their web site)When I said I didn't need tires and asked if I could get credit for the 4th, I was told, abruptly "No!" Then after an hour I was told that my car needs new 'tie rods' which was causing it to vibrate, at a cost of $My car has not been vibratingThis is the same thing they told my friend who took my car in for the last new tire--he checked and he said (he is a mechanic" that there was no wear to my tie rods (They have also tried to sell him other parts and services he didn't need when he took in his own car)They were not even polite to meI told them to put the old tires back onI really feel this was an effort to scam me--they looked up the computer record and saw the old note about the tie rods then told me I needed themI'll never go back to this location or any other Pep BoyIf they'd been courteous and acted concerned about me I would feel differently despite the attempt to get me to buy something I don't need

Dear *** ***,
We are in receipt of the complaint sent to your office on December 8, 2014, by *** *** We apologize for any inconvenience *** *** may have experienced at our
facility.Customers vehicle come in with power steering problem we diagnosed problem to be the power steering pumpOnce we replaced it built up proper pressure, we noticed and informed customer that rack and pinion was bad*** *** approved the work to be doneWe did the work and *** *** was only charged the parts and we took care of the labor to try and take care of the customer*** *** came back a few days later stating the steering not working properly again, we diagnosed and found it to be a bad rack and pinionWe replaced under warranty at no cost to the customer, but did inform *** *** that the lower steering shaft was going bad, but not bad yet suggested replacement
*** *** was unsure so the vehicle was put back together test driven operated fineAfter miles and several months, *** *** returned, after diagnosing we found it was his lower steering shaft as per our AD we replaced it at just parts cost to the *** *** due to it being an op from the dealershipUpon completion of the work is when *** *** starting complaining about the price that had already agreed upon*** *** was informed that we could not discount any more to the ticket
*** *** put a complaint in system was contacted by the Service manager and advised our position*** *** was again contacted with the Area Director on a way call*** *** was advised that over a thousand dollars in labor cost was already given to him
We again apologize, however we feel we have been more than amicable to *** *** and no refund are due
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa

Dear *** ***,We are in receipt of the rebuttal sent to your office on September 25, by *** *** ***
We have contacted our claims department and reviewed *** ***'s claim and found.*** *** was contacted by the claims department and a message was left*** *** can contact the claims department and speak to Maryanne L*** ###-###-#### and reference # ***
Regards,
Robin S***
Customer Care SpecialisPep Boys
West Allegheny Avenue

Dear ***,
We are in receipt of the complaint sent top your office *** *** on March 10, We would
like to apologize to *** for any inconvenience she may have experienced at our facilityWe ask that *** return with the battery for a refund and see the service manager Nicolas.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 letter sent to your
office by *** *** *** on June 16, We would like to apologize to *** *** for any inconvenience he may have experienced at our
Pep Boys
facility*** *** came to our facility on May 9, 2014, for a synthetic oil changeTwo
weeks later *** *** returned with a light on the dashWe advised him that
this is a sensor and has nothing to do with an oil change*** *** than put in a complaint and the service
manager advised *** *** to take his vehicle to the dealer for a second
opinion and if the dealer states that the sensor is bad due to the oil change
than we would enter a claim*** *** has not returned with that
documentation.We again apologize as
well as thank *** *** or allowing us the opportunity to address his
concernsRegards, *** *** Customer Service Coordinator

Dear ***,We are in receipt of the
complaint sent to your office by *** *** *** on May 9, 2014, We would
like to apologize to *** *** for inconvenience she may have experienced at
our Pep Boys facility
size="2" face="sans-serif">The manager left a message for *** ***He would like to
apologize for any inconvenience and offer the refund for the out of pocket
expense.We again
apologize as well as thank *** *** for allowing us the opportunity to
address her concernsRegards, *** *** Customer Service Coordinator