Pep Boys

Dear **. [redacted],
We are in receipt of the complaint sent top your office **.[redacted] on March 10, 2014. We would...

like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.
**. [redacted]'s vehicle is still at our facility waiting to be picked up. The service manager has advised that the tie rod end was replaced under warranty and **. [redacted]'s was not charged for the labor. The service manager will also address the alignment with **. [redacted] when he returns to pick up his vehicle.We again apologize as well as thank **. [redacted]s. for allowing us the opportunity to address his concerns.
Regards, [redacted]
Customer Service Coordinator

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.

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!

We are in receipt of the rebuttal  sent to your office **. [redacted] on April 22. 2014, 
We again apologize, but our prior response stands firm.
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: This issue has gone on too long. All we do is go back and forth. This company will not take any responsibility for their actions. I will not let these incompetent  individuals/company  touch my car ever again.  I know what this man Beau, said to me on the phone, of course you can look at the paperwork and see the front brakes were done. This is not the conversation we had on the phone and I wish this call was recorded, so we could really see truth and deceit. Take a look at what he actually was charging me in labor. He charged me as if he did both front and back brakes. Since this is not be handled efficiently I will have to take other courses of action being small claims court.  They have already tried to get away with overcharging me in labor. This is the way this company operates. 
Regards,
[redacted]

[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: Pep Boys did not offer to correct their mistake, but decided to falsely claimed on their letter to you stating that their technician "started my vehicle and it appeared to have a severe miss. In fact it was so severe that the vehicle died trying to get it into the service bay."  That is a false claimed , because if it was true then I would of had NOT had paid for my brakes to be repaired or had a oil changed. I would of had gotten that fixed first if it was true , but Pep Boys does NOT want to take the responsibility for their mistakes.  Pep Boys also offer to fixed my vehicle at a cost for a mistake they committed and that is when I said I will handle it the legal way which Gary [redacted] H[redacted] and the technician walked away. I was not going to sit there and keep arguing with them when I know that I drop off my vehicle with no engine issues. I did called the police to file a report. Pep Boys also claimed they attempted to contact me several days later which is not true because I filed my complaint on 3-14-2015 and three weeks later on Easter weekend on Saturday 4-4-2015 I received a missed called from Gary which he left me a voice mail to call him back but I didn't get the message until later that night due to a large family gathering and I decided to wait until Monday during business hours to call him back on the same number he called me from but no one would answer my call it just kept ringing. Also in the Letter Pep Boys claimed my vehicles had a pre-existing issue with number 4 cylinder and injector or both. I would like to see the proof of pre-existing documents before my file complaint date. It seems Pep Boys prefer to lied instead of handling their mistake. I filed my complaint on 3-14-2015 and today on 4-30-2015 I finally received from the Revdex.com that Pep Boys responded back. I was forced to buy me another vehicle due to engine damage caused by Pep Boys. I had another certified mechanic look at mine vehicle and he said its possible that Pep Boys forgot to put the oil in my vehicle before they tested the brakes which caused the engine damage. I will give Pep Boys one offer to make this right and that is to paid me back a full refund what I had paid for my brakes and oil change, because I had suffer a great loss due to their mistake. Thank you [redacted] for handling my case and I am looking forward hearing back from you to get this resolved.                                         ...⇄ regards,
[redacted]

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I apologize that this customer's complaint was filed and not responded to. I never received a store location for this complaint.If its possible, please get me the store location the customer visited and I will ensure the store addresses it as soon as possible. Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone:  ###-###-####Fax:  ###-###-####

Dear [redacted], We are in receipt of the complaint sent to your office [redacted] on March 23. 2014. We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility. The area Director contacted [redacted] and...

apologized, gave a discounted price for the repairs rendered, both [redacted] and the area Director agreed on an amount. 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 October 14, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was contacted and his concerns were addressed. A refund was also offered.
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

Exceptional customer service is hard to find these days, but I found a shining example at Pep Boys on Broadway in Tyler, TX. I went in looking for some wiper blades for my 97 Infinity J30 and Sarah looked up what was required for my vehicle. Unfortunately there was only one compatible blade and it was not in stock. Next, she called other automotive parts stores in the area, including competitors, looking for the blade. She then called the dealers and checked with them. When the blade could not be found locally, she had the technicians look to see if there was an alternative solution to the one listed in the computer. Having exhausted all immediate solutions, she offered to order the part and then took steps to get it in as soon as possible. Sarah did all of this on her own initiative without any prompting from me. In addition, the store was short-handed and she managed to care for several other customers simultaneously while she professionally and efficiently attended to my situation.

Dear **. [redacted], We are in receipt of the letter sent to your
office by **.[redacted] on May 02, 2014. We would like to apologize for any
inconvenience **. [redacted] may have experienced at our Pep...

Boys
facility. **.
[redacted] was contacted by the service manager who addressed her concerns. The
service manger did give **. [redacted] a refund.We again apologize as well as thank **. [redacted] for allowing us
the opportunity to address her concerns.
Regards,
[redacted] Customer Service Coordinator

This pep boys is located in castle shannon pa 15234. My breaks were acting up so I took it there, granted I have an 1999 audi. But they had said my caliber is messed up, okay. They fix it and I get my car the next day. No later than two days later, oh no my breaks LOCK up, I have my friend look at it and was told that they didn't change the hose. No big deal. Call them 3 days later, still I have no car, and they tell me that they have 2 people looking at my car they don't know what's wrong but they can't get NO PRESSURE to my breaks.... WHATTTT. out of 2 people you people don't know what's wrong, and your suppose to be certified mechanics.. ha ha ha will never referre anyone to go to ANY pep boys. They all have bad reviews. I never once heard a sorry and their rude as hell.

Dear **. ***,We are in receipt of the complaint sent to your office by **. *** *** dated June 27, 2014. We would like to...

apologize to **. *** for any inconvenience he may have experienced at our Pep Boys facility**. *** had his car towed into our store on May 31, 2014, **. *** explained to *** (assistant service manager ) that his car had shut off and would not run. *** wrote **. *** up for a "crank/no start" evaluation. The tech first recommended replacement of the intake manifold due to a hole in the e.g.r. port, a 3-step to clean the intake and exhaust system and also repair the wiring harness due to heat damage. Technician also advised may need catalytic convertor, but could not determine condition of catalytic convertor until these repairs were performed and could get the car actually running.
**. *** agreed to have said repairs done. After the recommended repairs were completed and we were able to get the car actually running it was then determined by the technician that the catalytic convertor was indeed clogged, restricting exhaust flow and causing an e.g.r. backflow issue. The technician recommend replacement of catalytic convertor at this time. *** informed **. *** of the findings, we however did not have the catalytic convertor in stock and it would have to be ordered taking 2 days to arrive.
**. *** was in town for the races and was anxious to get home and did not want to wait. While we sympathized with **. *** the situation was beyond our control and **. *** was informed the car should not be driven, but he was very adamant about getting back home and understandably so. He then asked if the car could be driven, if he took it slow on back roads, we again stated that it was not recommended, but he took the vehicle anyway.
During our conversation with **. *** on June 26, 2014, he asked why we let him take him vehicle, I then stated that I could not keep it or hold it hostage and it was his car and ultimately his call, that I could only determine what was wrong with the vehicle and recommend repairs. Ultimately the decision was **. ***'s.
**. *** was not lied to and all information was relayed to him as clearly as possible during his visit with the location. The subsequent repairs performed by the *** *** location were due to the car being driven under the conditions we warned **. *** about prior to him taking the car. The root of the problem was the catalytic convertor, this was not repaired as he could not wait and it continued to cause further damage requiring repair."
We find no wrong doing on behalf of Pep Boys and the request for a refund is denied.
We again apologize as well as thank **. *** for allowing us the opportunity to address his concerns.Regards,
*** ***
Customer Service Coordinator

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 facility.
The manager did try...

to contact Mr Howarth to offer the requested refund request. If this refund has not yet been rendered, we ask that [redacted] contact the manager and make arrangements to return and receive his refund.
We apologize as well as thank [redacted] for allowing up the opportunity to address his concerns,

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue

Dear [redacted]
We are in receipt of the complaint sent to your office by [redacted] bought his vehicle in for a tire, there was a mis communication between the advisor and...

technician on approval to repair or replace the tire. When [redacted] returned and asked why a new tire was not installed, the technician realized the mistake and immediately returned the vehicle in the shop and installed the new tire.
 [redacted] also stopped in and we refunded any installation fees associated with the tire. [redacted] is a relative ,when we contacted him he did not have the details and didn't know the situation was resolved.
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
[redacted]

Dear Mr. [redacted], We are in receipt of the complaint sent to your office on April 1, 2015 by Ms. [redacted].  We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.The Area Director did communicate to with Ms. [redacted] via email. He...

apologize as well as offered Ms. [redacted] a refund for the $44.99 she requested. We again apologize as well as thank Ms. [redacted] for allowing us the opportunity to address her concerns.. Regards, Robin S[redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa 19132 Phone:  ###-###-#### Fax:  ###-###-####

The store is located at [redacted], FL [redacted]
[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:
Regards,
[redacted]

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....

**. [redacted] was contacted and received a full
refund. We again apologize as well as thank **. [redacted] for allowing
us the opportunity to address her 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:  Received refund of labor charged ($77). Power steering belt frayed today and car is not drivable. It is the same belt installed by PepBoys, upon their recommendation.
Regards,
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager contacted [redacted] and addressed her concerns. 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