Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated April 29, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] came to our facility in January 2015, and requested our free safety inspection, this service only includes checking the fluids ,,tires, and hoses. This is not a safety inspection, and does not include front end suspension.
We are denying any repairs done at no charge.
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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted],We are in receipt of the
complaint sent to your office by **. [redacted] dated May 19, 2014. We would
like to apologize to **. [redacted] for any inconvenience she may have experienced at
our Pep Boys facility.
size="2" face="sans-serif">**. [redacted] returned to our facility and reviewed the CCTV
video. The video confirms **. [redacted] did not have an oil splash pan on the
vehicle when at our facility.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 opened by [redacted]. The manager has tried several times to get in contact with [redacted].We have just requested through email for [redacted] to contact either the store manager or myself. Regards, Robin S[redacted] Customer Care Specialist Pep Boys [redacted] 
[redacted] 
[redacted] 
[redacted]

Dear [redacted] We are in receipt of the complaint sent to your office on December 10, 2014, by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager did contact [redacted], apologized and offered to assist him. [redacted] advised the manager that he had been taken care of at another location.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Dear [redacted],
We are in receipt of the letter sent
to your office by [redacted] on June 16, 2014. We would like to
apologize to **. [redacted] for any inconvenience she may have experienced...

at our
Pep Boys facility. We apologize for the frustration while submitting your
rebate, and will send you a $20.00 check. Please allow 7/10 days for
deliveryWe again apologize as well
as thank **. [redacted] or allowing us the opportunity to address his
concerns. Regards, [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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I'm referring to my latest visits with Pep Boys (12/10 and 12/11) where they did a diagnosis for the delayed cabin start after which my car got completely screwed up. After the first visit, the cabin fan started working when I took my car back (and they had no clue it was working) but the engine fan won't shut off after I turned off the engine when I reached home. Before I left the shop during my first visit, I was told it was my AC relay that needs to be replaced and that they'd have to order the part in. They did a whole another diagnosis when I brought back the car next day and they said I had to take it to [redacted]. Didn't charge me both times for diagnosis, saying I was going to get a big bill from [redacted] anyways, so they're being considerate. Really??? Now, after the second visit, they said it was the computer module, didn't mention if it was the BCM or the IPDM. Why didn't they mention this the previous day? All they said the previous day was that the AC relay needs to be replaced. After I took it to [redacted], they did a diagnosis for the engine fan not shutting off and said my IPDM needs to be replaced. Paid $285 for Parts and Labor, $100 for Diagnosis and 1 towing amounting to $25 ($410 Total). Pep Boys kept calling me after I launched a customer relations complaint with their corporate office and also with Revdex.com, to get a closure on the incident. The last time they spoke to me, they said it was definitely the BCM (Thanks For Being Reliable and Consistent Of What you inform your customers) and when I said [redacted]'s diagnosis came up with IPDM, they said they're both the same. Wow!! I think they should just confine their work to Oil Changes, Brakes and Tires. Nothing Else
Regards,
[redacted]

Dear [redacted],We are in receipt of the complaint sent to your office on October 14,  2014 by [redacted] .  We apologize for any inconvenience [redacted] may have experienced at our facility.We investigated the situation in which [redacted] felt he was mistreated while picking up his vehicle after having tires installed, the manager did contact [redacted] and apologized and offered a free oil change and hopes [redacted] will accept their apology. While we do have a process in which the customer who purchased the tires must bring the credit card that was used for the online purchase, it was unfortunate that the purchaser did not notice that communication at the time of the online notification Ready For Pick Up . We have attached the notification for [redacted] to review.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

2 INCIDENTS IN 1 1/2 YEARS
This is an update on my previous preview. I like Pep Boys, I do, because it's (relatively) convenient and cheap for oil change. I followed Tom (the A[redacted] older gentleman), who is a service manager who took care of me for years. Yet whenever he leaves, [redacted] just seems to hit the fence.
A year and a half ago, I went to the Northgate Store (#0774), where I had been going on for years because of Tom. Not knowing Tom left, I came in to get an oil change as usual. And they S[redacted] UP my car. The technician forgot to put the oil cap back on, and thus my car was leaking oil for weeks without me knowing. I didn't and still don't know much about car, so I trust Pep Boys and Tom to take care of my car. They DIDN'T this time. My car was making weird noises and I took it back in, this time to the Arden store (#0723) to take care of the noises. To my surprise, Tom was there, and he took care of me with a free oil change and a promise that he would personally be responsible for me and my car if anything was to happen. I trusted him and not pushing any complaints to corporate.
Fast forward to only 3 short months later, I came in for an oil change. I am a good customer, and I followed instructions. Tom left me, again, this time for good. I was informed that he retired. I went ahead and asked for an oil change. They informed me that it would be done by 8 p.m. I had an appointment at 5! I thought it was ridiculous, but I needed to get it done, so I bit the bullet. I was completely SHOCKED when the technician informed me that the thread on my oil drain was completely stripped. He told me that they could not release my car for the night due to the fact that it would not be safe and that the Master Technician is not in. I was left without any car and waited until they closed without any resolution. I had to request a Lyft to get my tired and frustrated self home. I called the Customer Relation line and was given a case number. The Manager did not call me back the next day as promised. I called again in the morning to see what was going on and was left waiting on the phone for another 10 min just to be informed that there is nothing that they could do for me and they gave the case to "Senior Management".
I called Pep Boys and they told me that they were replacing my entire oil pan for me, and that they would reimburse my uber and lyft rides. That is great, but who are going to pay for my hours of waiting time and frustration? A mistake happen once and not the the same person. I had these "mistakes" happen to me twice, by the same company! As they say "fool me once, same on you. Fool me twice, shame on me".
It seems like Pep Boys will sweep this under the rug as they usually do. There are a lot of dissatisfied customers on Yelp indicating that PepBoys are not doing their job and not training/supervising their technicians as they should. They put their customers' lives in danger and prove neglegance in their service.
Perhaps it's time for a CLASS ACTION LAWSUIT so that the company will wake up and get their [redacted] together. I will also file a formal complaint with the Revdex.com and see if they would look into this.
It is not acceptable.

Dear [redacted],
We are in receipt of the complaint sent to your office by **. [redacted] dated June 24, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys...

facility.**. [redacted] called requesting a price for the lower ball joint installed. The associate quoted an estimated repair cost of $178.00 Plus tax, but would have to verify when the vehicle arrived, .
The vehicle was dropped off and when we inspected it and the vin number was recorded, it was found that the vehicle called for two different listings, and the repair would be a more expensive part and labor.
Before the service was started **. [redacted] was contacted and this was explained, at that time **. [redacted] declined the service, but seemed understanding. Before **. [redacted] left, he expressed his concern over the price and at that time was offered a $100.00 off the price of the repair. **. [redacted] indicated he would call for an appointment.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.
Regards,
[redacted]
Customer Service Coordinator

Dear [redacted],
We are in receipt of the complaint sent to your office on August 7, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] was given a full refund.
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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated April 28, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">We performed an oil change and a courtesy vehicle inspection in December. [redacted] called last month stating that the failure to properly check the transmission fluid was the cause of the eventual transmission failure. Our checking of the transmission fluid level did not cause the transmission failure.
We find no wrong doing on behalf of Pep Boys and no repairs or refunds are due.
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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear Ms. [redacted],
We are in receipt of the complaint sent to your office Mr. [redacted] on January 31, 2013.. We would...

like to apologize to Mr. [redacted] for any inconvenience he may have experienced at our facility. Mr. [redacted] requested to speak to the Area Director. Today [redacted] Area Director contacted Mr. [redacted] and advised of our resolution/decision.We again apologize as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns. Regards,
[redacted] Customer Service Coordinator

Dear [redacted],
We are in receipt of the complaint
sent to your office by [redacted] dated May 5, 2014. We would like to
apologize to [redacted] for any inconvenience he may have...

experienced with his
rebate.A card was
issued to [redacted] in October of 2013, that was returned as undeliverable
and then expired.
[redacted] called us on 5/9/2014, and was offered
a gift card in replacement, which will be mailed to [redacted],
VA [redacted], unless other wise instructed.
Tracking ID:
[redacted]
Name:
[redacted]
Address:
[redacted]
City, State, Postal Code: [redacted]
VA [redacted]
Telephone:
###-###-####
We again apologize as well as thank [redacted] for allowing us
the opportunity to address his concerns.
Regards, [redacted] Customer Service Coordinator

I took my car for an oil change and the oil drain plug was never tightened properly and all the oil leaked out of the car. I contacted pep boys several times and left messages for a supervisor to return my call and never received a response. This is an unqualified mechanic shop and should not be able to work on people's cars with very limited experience.

Dear [redacted],We are in receipt of the
complaint sent to your office by **. [redacted] dated May 15, 2014. 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 again. We found that Pep
Boys is not at fault, but as a Customer Satisfaction, we will meet half way and
refund $355.00. We offered to **.
[redacted] $355.00 and he accepted. A refund will be given at the store.We
again apologize as well as thank **.[redacted] for allowing us the opportunity to
address his concerns. Regards, [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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because: I asked several times in person and by phone to check everything on my vehicle. I thought everything was done and checked.  I even explained why as I was going to take the vehicle back to the dealer.Regards,[redacted]

Dear [redacted]
This case should be closed, below is our response and [redacted] was also sent a check on March 3, 2014Dear [redacted],We are in receipt of the complaint sent to your office on January 23, 2015 by [redacted]  We apologize for any inconvenience [redacted]  may have experienced at our facility.[redacted] was placed in a rental and repairs were rendered in November 2014.We again apologize, as well as thank [redacted]  [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]
[redacted]

Dear Ms. Mahoney,
We are in receipt of the complaint sent to your office on April 6, 2015 by Ms, [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our...

facility.

Ms. [redacted] was contacted and returned to our facility, we replaced all four tires and also did an inspection and replaced the headlight. Ms. [redacted] was satisfied with this resolution.
We again apologize, as well as thank Ms. [redacted] or allowing us the opportunity to address her concerns..

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]
Philadelphia, Pa 19132

Good Morning,
 
Address is listed below:
 
Pep Boys
6200 [redacted]
[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]

Dear Mr. [redacted],
We are in receipt of the complaint sent to your office on March 3,  2015 by Mr. [redacted]. We apologize for any inconvenience Mr. [redacted] may have experienced at our...

facility.The Area Director and Mr. [redacted] are working on a resolution.
We again apologize, as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns..



Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]
Philadelphia, Pa 19132