Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office on March 17,...

2015 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The manager contacted [redacted] Saturday morning 4/4/2015 in regards of her service that took place Dec 06,2015. I pulled the CCTV on this service and physically watched the Assistant Manager Ignacio (who was assigned with her) walk her out to shop bay and point out to her a secondary oil leak at timing cover & timing belt noise due to potential oil onto that belt....
 I invited [redacted] back to our location to review the findings with me and said that would not be necessary but we proceeded to discuss the general comments section of her invoice that clearly states she requested us replace her least expensive oil leak because we were better priced than NTB who quoted her more $$$ . I made sure to point out she waived our $35 oil leak evaluation, but we strive for complete satisfaction with courtesy evaluation is how come we escorted her to the shop to observe her second oil leak and documented and estimated this at the bottom portion of this invoice attached.
 I explained to [redacted] pending how much oil she has lost in the [redacted] from Dec 6 til now or the possibility the timing belt has broken w/help of oil onto it, could be either reason her car stalled out on her driving to work. I further explained and asked her to Tow vehicle here at Pep Boys expense to validate through proper diagnostic to determine this cause and she also said this would not be necessary that the car is old and all that we have discussed "makes total sense" and thanked me for my concern and time explaining.
 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 on July 24, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced with our Online Web ordering..
dir="LTR">[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
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: ###-###-####

[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 also stand firm on my previous response. Pep Boys has done nothing to resolve the problem. Clearly customer satisfaction is not a belief of Pep Boys. They even spelled my last name wrong in one of their past responses. Their indifference to proof read a response to their customer shows a lack of professionalism. I suppose I was wrong to expect anything different when it comes to their conflict resolution. I will never again give Pep Boys any business, and I will be sharing my experience with others so they don't have to experience this atrousious service.
Regards,
[redacted]

Dear [redacted]
We are in receipt of the complaint sent to your office by [redacted]. In order to further assist [redacted], we ask that she assist with the store location she visited.Once we receive this information, we can than begin our resolution process.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Dear [redacted],We are in receipt of the rebuttal sent to your office by [redacted] .  As stated in our first response, it is unfortunate that the compressor failed after the alternator repair. We again apologize, but our prior response stands firmRegards,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 he may have experienced at our...

Pep Boys
facility. [redacted]
had his van was towed to us April 25, 2014, We had our technician look at his
van, [redacted] advised that the van caught fire on the side of the road and that
HE wasn't sure why. After the technician looked at this van he found that it had
a lot more damage from fire then just the belts, it had wiring and hoses that
where melted. We contacted the [redacted]'s and advised them that we would not being able to help them.We advised
that they tow the vehicle to the dealer, they replied OK and we advised that
there would be no charge from us. The next day April 26, 2014, we contacted the [redacted]'s and spoke
to [redacted] about the condition of the van and advised her that we parked it
out on our lot and that it was OK for the week, The [redacted]'s advised that they
did not have any money and that they would need to leave the vehicle for a week
on our lot. On May 1, 2014, [redacted] called about the van not running and unable to drive to the dealer. We
advised that it looked like the drive axle was rubbing something under the van
and that it may cause a fire, and at that time they said they were having it
towed off our lot very soon. On May
12, 2014 after trying to contact the [redacted]'s more than three times at
###-###-#### number provided by them. We than started our abandonment process.
During that process we continued to
contact the [redacted]'s, but the call always went right to voice mail
The vehicle was then towed, After it was
towed off our lot [redacted] than called about the vehicle The vehicle is now in the hands of [redacted] Towing and
Removal, [redacted] The [redacted] will have to contact the towing company now and
make arrangements to pay for the towing and storage fees. The [redacted]'s were contacted several times and were aware
that the vehicle would be towed. We are denying any request to pay for any
towing or storage fee's. 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 **. [redacted] on February 18, 2014. We would...

like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility On February 2, 2014, Customer [redacted] had a 1994 [redacted] towed to our facility. [redacted] request a fuel pump replacement. The service advisor asked **. [redacted] if he wanted to do a fuel system diagnosis first. **. [redacted] declined. The service writer than wrote up the repair bill and went over the price with **, [redacted]. When the technician brought the vehicle he could immediately smell fuel, he lifted the hood and knew there was a fuel leak. **. [redacted] was contacted and advised that a diagnostic should be performed in order to find the leak. **. [redacted] declined the diagnostic After the fuel pump replacement was done, **. [redacted] returned paid the bill and left with the vehicle. A few days later the service manager was informed a customer had filed a complaint. The complaint was filed by [redacted]'s uncle [redacted], The service manager contacted **. [redacted] and advised that the vehicle went on fire and that it was Pep Boys fault . At that point the service manager advised **. [redacted] that he would need to speak to the technician and pull the paper work and investigate. The service manager than contacted **. [redacted] with his finding, and advised **. [redacted] that [redacted] was contacted and advised that the vehicle had a fuel leak, a diagnostic was recommended several times, but was declined by [redacted]. **. [redacted] than stated that he should have been notified of the fuel leak. It was than explained to **,. [redacted] that our policy is to contact the person on the work order. It was noted on the work order in our comment section that the vehicle had a fuel leak. We find no wrong doing on behalf of Pep Boys and no refunds are due. 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 by [redacted],dated March 30, 2015.We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] brought his 2006 [redacted] into our shop on March 5th, 2015. The vehicle had suffered damage. There was laundry detergent in the gas tank, and two slashed tires. [redacted] filed two separate claims with his insurance company for the damage.
On March 5th we received authorization to remove and replace the fuel tank due to the contamination from his insurance company. Total for this was $907.10
On March 13th the insurance adjuster came into the service bay to look at the vehicle, and authorized a new filler neck. Total for this was $228.61
March 19th the Insurance adjuster came back, and authorized an alignment and the labor for the filler neck for $553.99.
March 20th there was power to the fuel sending unit, but the vehicle wouldn’t start. The adjuster came back and authorized a new fuel pump, plus the labor to install for $642.86. At this time the adjuster also authorized 2 new Continental Extreme Contact tires to replace the two that were slashed. This totaled $291.46.
The insurance company informed us that they would be cutting a check in the amount of $1,624.02, which was the cost of repairs minus [redacted]’s deductibles of $500.00 per claim for a total of $1,000.00
[redacted] picked his vehicle up on March 29th, and paid $2,443.00 after discounts of $181.02 were applied as a courtesy. At the time of pick up, [redacted] did not complain about his pricing.
After all is said and done [redacted]’s out of pocket expenses were $818.98.
All of the work was authorized by [redacted]’s insurance company, as they were the ones paying for the work.
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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted],
We are in receipt of the complaint sent to your office on April 22, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced with his online purchase.
dir="LTR">We apologize for any mis communication with our online Web purchasing . When using a coupon online it states "Not valid in combination with any other discounts or promotions".When [redacted] entered the coupon the system automatically referred back to the regular price before the sale.
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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear **. [redacted]'s
We are in receipt of the complaint sent to your office **. [redacted] on March 10, 2014. We would like to apologize to **.[redacted] for...

any inconvenience she may have experienced at our facility. [redacted] came in asking if we could install a part that she purchased from [redacted].We found this part to be wrong, she than had to go down to [redacted] to purchase the part again for us to install, when **. [redacted] returned the part didn't match the part we took out of the car, it confused the technician , so **. [redacted] went back to [redacted] and they explained to her that the part that they gave her was the right part and that it had been modified. She came back and store and we installed the part. During the communication process and the exchanging of the parts our Service Writer forgot to write the tire rotation on the work order. Simply we over promised and under delivered. Trying to help make sure that we were getting the right part, we failed to rotate the tires and couldn't complete the car in the time promised. The part she purchased from [redacted] was faulty, which we had no way of knowing. We were contacted by her family that the part failed after leaving our facility. Without seeing the vehicle, we refunded our services as a Customer satisfaction $112.33. As for our survey being performed incorrectly, this was addressed by the Area Director with the associate in question. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Dear Ms [redacted],
We are in receipt of the complaint sent to your office by Mr. [redacted] dated August 6, 2015. We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.
The...

manager did reach out to Mr. [redacted] and agreed to refund Mr. [redacted] for the part and labor on one side.
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

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated May 2, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys...

facility.[redacted] came in for a bulb replacement, no work order was written up since we offered this service for free. Once the bulb was installed it failed to work. At that point [redacted] was advised that the vehicle may have an electrical issue.
[redacted] declined the electrical diagnostic and went on her way. At no time did the store perform any other service or diagnostic on the vehicle.
We apologize to [redacted], if she felt she was mistreated in any way by any of the associates, but we are declining any repairs done at no charge on this vehicle.
We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.Regards,
Robin S[redacted]
Customer Service Coordinator

We are in receipt of the complaint sent to your office by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility. Customer came in for an oil change, the GST noted the vehicle was running rough when pulled into the bay and the check engine...

light was on. We suggested an engine diagnostic. Also noted that they vehicle was out of inspection, missing lights, plate bulb out and suggested brake check and four tires. Customer advised that she had $1000.00 in repairs recently done at another facility. We asked where and when so we could determine the repairs she had done, but the customer did not know at that time and said she would call back with the information. After the technician did a visual inspection he found code [redacted] camshaft position sensor. The oil change was performed and we started the vehicle, the lifter was making a noise and the vehicle jumped, timing is off. Currently the vehicle is not street legal. At this time, we are waiting for the customer to provide the location where the vehicle is located, so we can send an independent adjuster to inspect the vehicle. We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns.   Regards, Robin S[redacted]Customer Care Specialist

I have already sent the address of the location I went to in a previous email. I don't know why your are requesting it again. For the second time the location of the pep boys is [redacted] [redacted] Plano TX [redacted]. If I could get someone to give me a call and let me know if the complaint has...

been sent to the company, I would appreciate it. My daytime phone number is ###-###-####. Thanks you!

[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 took my car to Pep Boys to be repaired.  I understand Pep Boys say they repaired and tested for leaks.  I find that very hard to believe as the car still leaked coolant in my driveway after each time I took the car to Pep Boys.  [redacted] Auto Care found that the engine was overheating; the water pump could not turn due to a badly worn belt and the tensioner pulley was missing.  [redacted] Auto Care replaced the tensioner, belt and thermostat.  [redacted] Auto Care also repaired the poor connection at the left coolant fan motor. 
 If Pep Boys fixed the problem, why would I have returned advising them the car was still leaking?  If Pep Boys fixed the problem, why did their competitor, [redacted] Auto Care find the worn belt, missing pulley and poor connection? 
I believe I am entitled to a full refund from Pep Boys because they did not fix the leak.  The car continued to leak until I took it to [redacted] Auto Care..
Regards,
[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,
Daniel Sosnowski

[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:
Mr. Robin S[redacted] is not fully explaining what happened in store. The car is a [redacted] v8 with a 5.4 L engine. This is a big SUV, as is its required Freon volume to cool off the entire cabin. The technician in Pepboys put only 5 liter of Freon to test the compressor, while this amount was not enough to trigger the compressor to start working. This resulted in an incorrect diagnosis which was "your compressor is weak and must be replaced by a new one". In the quote - that I have a copy of - there is not even a single word about leak!!! Thre was no leak. As a matter of fact I asked the technician if there was a leak and he said no. 
I told Mr. A[redacted] that day that there is no leak and my AC works just fine. But he said "it will eventually leak "!!!! And I told him "any AC will leak over time; it could make 2-3 years to leak out" but he Mr. A[redacted] very much insulted me by keep telling me "you do not understand" while I was trying to explain to him that my car simply needed more gas to make the compressor work!! But he keep ignoring what I was saying and that was the main reason I left the store.
Although I explained all the details in my very first communication here, also attached the original quote of almost $1,500 for replacing the compressor, it looks like Pepboys official (Mr. Robin S[redacted]) only highlights what makes his own case to prove me wrong. I do not take this personally but I am very surprised why Pepboys acting this way.
Nonetheless, the solution was as easy as I mentioned, to get the second opinion, I took the car to another mechanic and he simply filled up the Freon gas and the AC started working with no problem and it has been working since then. I am very much puzzled why Pepboys is taking this so personally and hesitates to accept that they made a wrong diagnosis!!
Regards,
[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.  Funny how they never stated anything about their terrible customer serviceRegards, [redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office on August 3, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility, and to your office for the delay...

in our response.  [redacted] was contacted by the Service Manager, who advised [redacted] that he reviewed the CCTV and there was nothing we did that would have caused the exhaust leak. [redacted] did agree that the system was totted and needed replacement. 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 3111 West Allegheny Avenue Philadelphia, Pa 19132

I've never had a worse customer experience than the one I am currently experiencing with Pep Boys' Piedmont Road location. Last week, I called to check on the warranty of a tire I had purchased in November of 2015. I needed 4 new tires, and while this was the only one eligible for a pro-rated amount from Pep Boys, I decided to utilize this company for all 4 as they were running a special on their website and I wanted all 4 tires to be the same brand. I was told by the store associate on the phone that I would not need an appointment and that tires should normally take about an hour to put on. Because I like to be on the safe side, I placed on online order for the three additional tires (assuming the associate had the one I called about). After dropping off my car on Saturday (8/20) morning at 11:30 am and being informed they would need to order one more tire from another store, promised it would be delivered and put on first thing Sunday morning, I returned at 2 pm Sunday (plenty of time to perform a service on a tire promised "first thing in the morning") to find out not only had the tire not been put on, it has not even been delivered! I personally witnessed the associate call the Marietta store and inquire about the missing tire, and found it interesting that the Marietta store had been under the impression it was to be picked up, not delivered, but was promised an associate would pick it up and my car would be ready by close of business Sunday (6 pm). When I arrived back at the store for the second time Sunday evening at 5:45pm, the tire had still not made its way to the Piedmont store. The ONLY point of positivity in this story was the very apologetic associate who instead of making excuses provided several discounts for my patience with the delay (thank you!). At that point I was also promised that two other tires were being sourced from another location and that my car would definitely be ready the following day, Monday. On Monday evening, I phoned the store three times, between which I spend a total of over 20 minutes on hold. You can imagine my shock and well-deserved ill temper towards this company when I finally found out that zero of the three ordered tires had been picked up/delivered to this store and my car was still not ready three full business days after I originally dropped it off! On top of their inability to manage supply chain and store to store transfers, I received a complete lack of customer service from associates on Monday night who told me it was "out of their control" (I am still confused how driving to an from another store to make a pickup is out of the store's control) and that promised delivery times meant nothing. When my male friend arrived at the store on Monday night, he was able to get the store to provide an interim tire so that I could utilize my car and stop throwing money into car service to drive me around town until the 4th tire was shipped. I believe this should have been offered in the first place as a courtesy to customers whose order cannot be fulfilled in promised deliver times. I'm not sure how a business can survive when your business philosophy is complete disdain for your customers. It is truly a shame to see a store I have used for years take such a drastic turn for the worse - I will not return to this company in the future.