Pep Boys

Dear ** [redacted] We are in receipt of the complaint sent to your office by ** [redacted] on July 17, 2014, We would like to apologize to ** [redacted] for inconvenience he may have experienced at our Pep Boys facility.** [redacted] was contacted by the Service ManagerThe service manager addressed ** [redacted] 's concernsthe service manager apologized for the technician not rotating the tires and ensured ** [redacted] , that he would personally take care of him in the future We again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: ###-###-####

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated April 22, We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] came to our location requesting a repair for her [redacted] , it needed a catalytic converter.and a osensor replaced due to the check engine light being on, as it turned out during the final step in the repair, the threads for the osensor came out during the removal of the old sensor, not during installation, so we had to order a ore tap kit from another auto supply store, however, this did extend the completion time into the next day The stripped threads were not the fault of the technician or even the car, it just happens sometimes and cannot be predicted in any way, We did communicate this to [redacted] as soon as we knew it would take additional time and discounted the invoice $with this discount and the notification of the additional time needed, this would have been more than enough to allow for a rental car for day 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

I went to the store, found ***, they only return me $19.6, not the total amount on the receipt I never make any purchase of %19.60, nor have I ever know or touch the gift card the clerk gave me I do not know what's wrong with the refund Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Dear ***, We are in receipt of the complaint sent to your office by ** [redacted] dated May 20, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our Pep Boys facilityThe Service Manager has tried several times to contact [redacted] , to review the details of what transpired and what actions are needed to be taken to get a resolution We ask that ** [redacted] contact the Service Manger, so he can have the opportunity to address the issueWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility# [redacted] brought his vehicle in for a noise Our inspection uncovered many conditions requiring repair During the course of our discussions, we offered to repair his car, but cautioned there were other issues that cause the noise We recommended repairing the most serious first which he authorized (Control arm and bearings since there was serious and movement in the parts requiring repair) After repairing the front there was still a noise coming from the rear We recommended replacing both rear bearings and cautioned the whole axle may need to be replaced [redacted] authorized the work and we replaced the rear bearings After the repair, we test drove with [redacted] and found a noise still coming from the rear We offered to apply all monies paid to this point for the replacement of the axle The axle replacement estimate was $ After applying the $he already paid, there would be an additional $duePlease note, [redacted] was fully informed that has vehicle had multiple issues that cause noise and we offered to show him in the shop before proceeding with repairs Our final offer is to refund the $paid for the rear bearings or we can replace the rear axle for an additional $ We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility To further assist [redacted] , 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 [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on July 24, by [redacted] We apologize for any inconvenience [redacted] may have experienced with our Online Web ordering..> [redacted] has been fully refunded 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 Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on April 11,by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.>We apologize to [redacted] for the misinterpretation of the availability of the tire he was trying to purchase onlineThis tire is a discontinued tire and our inventory showed we still had three in stock, unfortunately the three in stock could have been in any of our storesWe do apologize however we do not have any more of this particular tire at that cost to accommodate [redacted] 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 ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on April 2014, We would like to apologize to ** [redacted] for inconvenience she may have experienced at our facility.Below is the response from the store manager on ** [redacted] 's concernsMonday April 14, We contacted both crs on file and left a messageWhen ** [redacted] 's son [redacted] came to our facility he wanted to know about having the clutch replaced for $ we advised him at that time that he would need to leave the vehicle ,we would call him with a complete estimate before we even start the work We also advised [redacted] he had the option to take the car now [redacted] said okay I will leave the carWe went into detail explaining that to do the clutch job the proper way we will need to send out the flywheel to be resurfacedSo yes technically the book states 6-hours in addition to lay up time for machine shop turn around on the flywheelThe customer stated he had four days before needing the carWe did not anticipate the car going into the weekend otherwise we would of stated that in the beginning I did run into a Mechanic schedule issue- the Mechanic I had start the car on Monday was off Thursday and Friday- here is where I let the ball down, and this is the main reason the car needed to be completed on Saturday** [redacted] came into the store very upset , I spoke with her explaining that we can not have a different mechanic finish a job someone else startedAt this time she told me the pricing changed several timesI [redacted] personally told her that I am the same person who spoke with her son and took the car in, I am alo the same person who made one phone call to her son for job approval which was estimated at When I made this call I was given the okay for the work, customer still had opportunity to decline , because as I stated on drop off I would call and get authorization before even touching the car***''s mom at this point told me she knew about the phone call because she gave the approval for itThis is where I do not understand how they are stating the price changed over time- when I personally made one phone call- allowing them to say yes or noI called on Saturday to update the customer about completion and offered a 10% discount on certain lines for customer satisfactionI went over the invoice in detail with [redacted] on the phone and everything was okayThey came to pick up the car.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 on March 19, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was contacted by the Area Director and advised that a refund would be provided to herIf [redacted] has not returned for her refund we ask that she do so at her earliest convenience 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 [redacted] , We are in receipt of the rebuttal sent to your office by [redacted] *l [redacted] We apologize, however our prior response stands firmRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

Our car starting making a noise (muffler) after driving on cobblestone streets for several days We made it to a Meineke , but it was near closing time They looked at it and could find nothing major and told us it would be fine to drive back to Pittsburgh We took the car to our local Pep Boys the following morning and called us with a $estimate This sounded a little fishy as they had recently inspected it and found nothing We told them to hold off as we wanted another estimate We took our car to a local, independent muffler garage He told us that we could wait while they checked it over and got an estimate Fifteen minutes later.....$for two loose bolts! This isn't the first time that they have pushed/scared us into buying expensive extras, but it is the last time They are scamming their customers

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.Customer did return and had the repair renderedThe complaint was resolved.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 19132Phone: ###-###-####Fax: ###-###-####

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 service manager did contact [redacted] and invited him back to the store to go over the vehicle and explain the situation in what he stated was the problem and how we did do a courtesy code pull for the engine light for him and to discuss other findingsWe did recommend [redacted] take the vehicle to a transmission shop, and [redacted] did take our advise and took the vehicle to the transmission shop for a solenoid problemWe invited him back to discuss at his convenience We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist

We are in receipt of the complaint sent to your office by Mr*** We apologize for any inconvenience Mr [redacted] may have experienced at our facilityWe apologized and explained to Mr [redacted] that we did have an inventory issue, but that we would match the priceMr [redacted] had already gone somewhere else to purchase his tiresWe again apologize as well as thank Mr [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*Customer Care Specialist

Dear [redacted] ,We are in receipt of the rebuttal sent to your office on October 31, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.If [redacted] feels his vehicle is not running properly, due to our repair, we ask that he return to our facility for an inspection and diagnosticWe 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

Dear [redacted] ***,We are in receipt of the complaint sent to your office by ** [redacted] dated May 15, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our Pep Boys facility size="2" face="sans-serif">A claim was entered and denied** [redacted] than filed this complaint and our claims department along with the Area Director reviewed the complaint againWe found that Pep Boys is not at fault, but as a Customer Satisfaction, we will meet half way and refund $We offered to ** [redacted] $and he acceptedA refund will be given at the store.We again apologize as well as thank **[redacted] for allowing us the opportunity to address his concernsRegards, [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: this issue has still not been resololvedThe location of this business is [redacted] in [redacted] , COI look forward to your response 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 left a vmail with Robin Searl on Friday Aug 22, I have attached a document that details the statement of facts, photos, and summary of conversations/committments and etc The document includes my desired outcome and some other relevant data which should help her with her research There are some receipts that I will attempt to attach later this evening The store and transaction information is below: Transaction Information:Date: 7/13/2014Reg: ***Cashier: [redacted] Store: ***Service Work Order: [redacted] Regards, [redacted] (M) ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on March 12, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] originally came in for service on February 14, We installed tires and checked the battery and [redacted] had concerns of a maintenance tune upWe suggested spark plugs and a battery Also noted that the lower control arm bushings were bad as well as a lower ball joint (customer declined work to suspension)The battery saver did not function correctly and radio needed a code after installing that we could not retrieve We advised [redacted] to go to any dealership and we would pay if there was a cost to get the code for radioWhen [redacted] left she stated driving to Columbus there was a strange noise coming from the front end, so we advised her to stop into the Columbus location, [redacted] **, to verify everything was okUpon inspection store # [redacted] noted that customer needed both lower control arms and the wheel bearing was bad [redacted] was very upset and filed the complaint stating that none of this was wrong prior to us working on the vehicleWe spoke with [redacted] and explained we could take a look, but everything that was found at store # [redacted] was also noted down with our inspection except for the wheel bearing and that we could check into thatThe noise she was hearing slowly faded, so we were unsure what this was as we never heard the noiseWe scheduled her to bring back the vehicle on February 21, [redacted] arrived to have vehicle checked out and upon inspection same problems as stated and noted on original ordersWe discounted the job a total of $due to her being upset (complaint) about this workShe told us to go ahead on the repairs and to install a headlight bulb that was out as wellWe installed a bulb both lower control arms and ball joints with alignmentAlso installed a wheel bearingWhen vehicle was complete we spoke with [redacted] in regards to her struts on the vehicle as they were weak and have excessive bounce and she was not concerned about this issueShe said she wanted her radio fixed and I stated again that she will need to take the vehicle to a local dealership and we would pay if there were a charge to retrieve codeShe left very happy with service and price [redacted] called on March 11, She stated we broke her plastic hood latch inside the vehicleWe have nothing to prove that we did not break the latch, but the latch was broke every visit we seen the car we had to use pliers to pull the cable to pop hood [redacted] insisted we broke it so we told her we would cover the part as it was an $dollar purchaseJessica told me she would arrive to get part put on March 14, and never showed upWe still currently have the cable here waiting to be installed, but have not heard anything back from [redacted] We again apologize, as well as thank [redacted] or allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa