Pep Boys

Dear *** ***,
We are in receipt of the complaint sent to your office on September 23, by *** *** *** We apologize for any inconvenience *** *** may have experienced at our
facility.*** *** was contacted by the Service manager and has agreed to return for a brake evaluation
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.
Please note my phone number is ***, not ***
Dear Ms. Raiche:
I would like to take this opportunity to thank you and the Organization you tactfully represent for all the effort you have exhausted in trying to arrive at an amicable resolution to this protracted matter between Pep Boys and I regarding my *** ***; my *** *** engine block damaged while my car was with PepBoys for repair, thus rendering my vehicle disabled. After approximately nine months, you and your Organization were able to at least receive a formal response from PepBoys, regarding my complaint.
Based on a careful review of the response from the Area Director of PepBoys, I can see that the Area Director and his entourage are trying to turn this whole matter into “I say-they-say”, which will further delay this matter. Frankly speaking, I have already suffered too long being without my car. I can no longer afford to be without a car
Let PepBoys go ahead and fix my carI agree to pay for a fairly good used engine and have PepBoys install the engine free of charge. Let them call me at *** with an estimate for the good used engine
Regards,
*** ***

See Attachment.
We are in receipt of the complaint sent to your office by *** ***We contacted our rewards department and had them do an investigation, below is what was found on both accountsAttached is the account history for the only rewards account we
have under this customer's name (*** ***), email address, or phone numberYou'll notice that the customer does not have anytransactions from December on this account.There was also a rewards account under *** *** nameHis history is attached as wellYou'll notice that he has a transaction on 12/23/2012, but the subtotal does not match that of the claimNeither of these two rewards accounts have been registered onlineIf you can provide the receipt barcode for the order that this customer is referencing, I can look further into that to see if it gives us any clues as to what's going on hereFax: ***
We apologize as well as thank *** *** for allowing us the opportunity to address her concernsRobin S***
Customer Relations

Response provides an incorrect account of the eventsService advisor sent ** *** to the dealer for the same noise that was to be corrected from earlier work performed by Pep Boys** *** was told by Pep Boys that they could not fix the problem that they had attempted to fix earlier via an unnecessary replacement of the struts on the carIt was confirmed by an outside party that this was an unnecessary replacement that was unrelated to the issue with his vehicle** *** has already taken to Pep Boys for a return visit during which he was told they could no longer resolve his issue (after a $bill)

***
11:AM (minutes ago)
to me
Dear *** ***,
We are in receipt of the rebuttal sent to your office by *** dated May 5, 2014.
A credit was put back on ***'s account for the price of the alignment
We again apologize as well as thank *** for allowing us the opportunity to address his concerns.
Regards,
*** ***
Customer service coordinator
Disclaimer: The information contained in this communication is confidential and
only for the use of the intended addressee(s) If you have received this
communication in error, any disclosure or use of such information is strictly
prohibited Please notify the sender immediately and destroy all copies Thank
you

ear *** ***,
size="2" face="sans-serif" "">We are in receipt of the complaint sent to your office on January 23, by *** *** We apologize for any inconvenience *** *** may have experienced at our facility.*** *** was placed in a rental and repairs were rendered in November 2014.We again apologize, as well as thank *** *** for allowing us the opportunity to address his concerns..Regards,Robin S*** Customer Care SpecialistPep Boys*** *** *** ***
*** ** ***
*** ***
*** ***

This is second time in my life I ever write the type of review you about to read...
This time I just could not wait to share my opinion about the PepBoys service center in Woodland Hills. I brought my 1999 Corolla there at 9AM to replace the thermostat. Only to find out around 2PM (because I called them) that they can't do it because one of the bolts is stripped. They told me they tried to get a hold of me but I was not answering.. because they called my son's phone number instead. Anyway they told me they did not touch anything else because of the bolt (mechanic was present when I was picking up the car "with hand on the bible" he said nothing else was touched). I went to Autozone in Canoga Park to by some tools to do the job myself. On the way back my car overheated with steam coming out from under the hood. Long story short they did touch other things and broke the radiator right on the top. On my way home after adding water I was passing by Pepboys again and stopped there to discuss this... They said it was fragile and they did break it, but said it is not their fault. And I agreed again that maybe it was fragile.
BUT they knowingly have let me drive off their lot with the car they broke which was not drivable. Manager of this shop Richard Esparza was very rude and he clearly did not appreciate me making those problems. Well I don't like him as well... he refused to help with anything at all even with adding more water to the radiator so I can get home. Instead he told me if I think I can get a new radiator from this it is not happening. Next day I purchased a new radiator and thermostat from Autozone and replaced both parts myself within 2 hours. Total parts cost was $135.(new radiator and thermostat). Pepboys wanted to charge me $160 at discounted rate for the radiator (part only) as an "I am sorry deal". Which I definitely refused.
My problem is the big cover-up and "we can't do anything wrong" attitude at this location. When I mentioned to them that 4 years ago same location was doing tire rotation on my son's Acura and 1 day later they towed his car from 101 Freeway because on the way to college, his front wheels almost came off due to them not tightening the wheel nuts (this could have be a tragedy). Yes they fixed everything back then.
Anyway when I brought it up, this time they told me they have completely new team including managers so nothing like this can happen and this is completely different shop noooo.. HAHAHAH
I never had issues with PepBoys as a parts store but they are definitely not suppose to be a repair shop.
With incident they lost me not only as a customer for the auto repairs but also as the customer for their parts.
It was a bit long but I hope informative enough for you to know what you are signing for when deciding to take your car for service there.
BUT yes they are conveniently located...

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[redacted]
12:PM (hour ago)
tome
Dear [redacted]
We are in receipt of the complaint sent to your office by [redacted] dated June 7, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.
The service manager spoke with [redacted] and advise him to return with the vehicle We would like to have the opportunity to address his concerns with the vehicles running conditionafter we evaluate the vehicle and if we determine that the repairs we performed did not fix the vehicle ,we will than address the refund request
We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.
Regards,
[redacted]
Customer Service Coordinator

Dear Ms[redacted],
"">We are in receipt of the complaint sent to your office on December 29, by Ms[redacted] We apologize for any inconvenience Ms[redacted] may have experienced at our facility.Customer came in to our store requesting a fuel injection service, car was running roughUpon inspection Master Technician found check engine light on retrieved stored codes found dtc porandom multiple cylinder misfire and poEvaporative Emission leakContacted the customer advised him of light being on and codes that where coming up, we asked him when the last time the spark plugs were replaced customer said he did not know when they had been replaced beforeWe recommended to replace as maintenanceThe spark plugs that came out were completely worn outThe vehicle ran better after repairs and left Pep Boys running okay the next day vehicle had problems with noise and then stopped running Pep Boys will not take responsibility for any further repairs, the vehicle came in running rough and multiple cylinders misfireAs a Customer Satisfaction we would like to offer Ms[redacted] the amount she paid our facility for the fuel treatment and spark plugsTotal $ 171.20We again apologize, as well as thank Ms[redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

dir="LTR" "display: inline !important;">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] came in on April 17, 10:am as he had lost control of his vehicle and hit a curb causing damage to vehicle suspensionAfter inspecting the vehicle, our technician replaced lower control arm as it was damaged as a result of impact After the repair [redacted] called and stated we had damaged the splashboard and front lip
Written on his M.P.I (Multi-Point Inspection) that we record any damage was a note for bumper damage, but the technician only wrote bumper, after asking him what he meant by bumper, he stated it had bumper damage as well and the front lower splash shield was damaged as well, but in his opinion it was still being held on by the bolts so he did not require replacement for shield as it was not excessively damaged
Before reviewing video I spoke to Javier and asked him what he had to remove in order to replace control armJavier did state he removed a shield, but it was the smaller rear shield , I did ask [redacted] to bring vehicle in order to see what damage there was to vehicle and I also advised him I would look at video, once I inspected the vehicle in order to know what exactly I would be looking for in video[redacted] returned, we brought the vehicle in to shop in order to lift and inspect
After inspecting vehicle we noticed that one bolt was missing on passenger side for the rear part of shield, but all other bolts that held item in place would have been there as they were all ripped off except for that were still on vehicle with a part of shield attached to them( bolts ripped off were about - 12), which would indicate to us they were all tight, the ones that were still on the vehicle did not appear to have been tampered with and did not show any sign of removal by socket
After reviewing we noticed the rear shield being removed, but the front shield went untouched as we could not see any indication of the front shield hanging as result of removing bolts in order to access any other component
We are denying the replacement of any parts that [redacted] is stating we had damagedThe video showed at no time did we remove the parts [redacted] is accusing Pep Boys of damaging
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],
size="2" face="sans-serif" "">We are in receipt of the complaint sent to your office on February 3, by Mr[redacted] We apologize for any inconvenience Mr[redacted] may have experienced at our facility.A claim was entered on behalf of Mr[redacted]The claim was investigated and deniedWe found no wrong doing on behalf of Pep Boys and no refunds are due.We again apologize, as well as thank Mr[redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa

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[redacted]
2:PM (minutes ago)
tome,[redacted]
Dear [redacted], We are in receipt of the complaint sent to your office by [redacted] dated June 10, We apologize for any inconvenience [redacted] may have experienced at our facility. The Service Manager did contact [redacted] and advised he can not find any history under the phone number or name she has givenHe tried again to contact [redacted], but the call went to voice mailThe Service manager will address [redacted]'s concerns once a repair history is found. If [redacted] can return to Pep Boys location where she had the said repairs done, we will be happy to assist with trying to locate her prior repairsOnce we locate the prior Work Order we can than start our resolution process. Regards,
[redacted] Customer Service Coordinator Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s)If you have received this communication in error, any disclosure or use of such information is strictly prohibitedPlease notify the sender immediately and destroy all copiesThank you

Dear [redacted],
We are in receipt of the complaint sent to your office on August , by [redacted] We apologize for any inconvenience, [redacted] may have experienced at our facility
"">
[redacted] came into tour facility for an oil changeIn the process of the oil change the mechanic noticed the front brakes were low (pad thickness was around 1/nds) [redacted] was advised about it and she approved the work, we also changed an air filterAbout a month later [redacted] returned advising she had a noise from the brakesWe checked the car for free and found that the wheel bearing was making noise the wheel bearing didn't have an play or any signs of going bad just the noise. We advised [redacted] and offered her and her husband a discount, they refused and leftA few days later the [redacted] opened a complaint and at that time a discount was offered. We did nothing wrong and do not feel we should refund or give a free repairA discount was offeredIf [redacted] would like to accept our discount offered, we ask that she return to our facility for the repair. 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],
size="2" face="sans-serif" "">We are in receipt of the complaint sent to your office on February 13, by Mr[redacted] We apologize for any inconvenience Mr[redacted] may have experienced at our facility.After Mr[redacted] entered a complaint he was contactedThe Service manager apologized and explained to Mr[redacted] why the hole was put in the oil panMr[redacted] also filed a complaint with the BAR Association, whom also investigated the matterThe Bar agreed the repair/hole was correct.We again apologize, as well as thank Mr[redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa

Dear [redacted],
size="2" face="sans-serif" "">We are in receipt of the complaint sent to your office on February 13, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted]'s concerns were sent to the Area DirectorThe Area Director has advised that he has personally Coached and will also provide Training for Lucy and all associates involved.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

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 facilityBelow is our response from the manager at this location.The car was already repaired at no additional charge [redacted] came in with his car overheating and a check engine light oneWe did a diagnostic to determine the problemThe car needed a water pumpThe check engine light was on due to system temp out of range(overheating) and malfunction on cooling fan circuitWe repaired the water pump and noticed somebody had tampered with all the wiring of the fan already The fan refused to come on under the systems control due to an open circuit in the system At his point I talked with the customer and he told me he had been having problems with the fan for over a year and many people looked at it and replaced many parts but they never worked I advised him we would look into the system. It was found that the wire from the computer to the fan relay was faulty and at this point I gave [redacted] two options We would need many more hours of diagnosis to find the bad wire or I could wire in a new relay that would come on when he turned the key on to keep the fans running to protect his car from overheating and to protect the parts we just put in He said he had no more time to wait so told me to put in the relay and then asked me if that would turn of his check engine light I told him I am not sure, but most likely it would NOT since there was still a problem in the circuitIn order for the light to turn off more diagnosis would be needed After that [redacted] put in a complaint that his light was still onI called him and told him it still needed more diagnostics done he agreed to come in first thing in the AM and didn't show up until five He came in the next week and was not charged for time spentbut it was recommended that he see the master tech at He put in another complaintHe went in an the master tech said he would need time with his car[redacted] said he didn't have time and would bring it back[redacted] didn't bring it back and put in another complaint saying we could not fix his car and that nobody contacted himI myself contacted and talked with him every time He agreed to give the master tech time to look at his car and bring it back, but once again was a no showAfter many attempts to help him he finally gave the master tech the time he needed to fix the car at no additional feeHe even used a different name and opened another complaint for the same reason His car is fixed as it should and was done so without being charged for the great expense it took to diagnose his car There is no reason he should get a refundThe job is complete.We apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards,Robin S[redacted]Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

Dear [redacted],
"">We are in receipt of the complaint sent to your office on November , by [redacted]We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] was contacted by the area Director and advised to bring her vehicle to our North Academy locationAt North Academy location a brake inspection was performed and the system was lubricated, test drove and everything is fine with the vehicle at this time.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep BoysWest Allegheny Avenue

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 
I would like to accept the refund for my alternator
 However I have not been contacted. If someone can call me at [redacted] or tell me who to contact id appreciate it!
Regards,
[redacted]

Dear [redacted],
"">We are in receipt of the complaint sent to your office on October 29, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager did leave a message for [redacted] to return to have the replacement parts installed.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

[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 [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]