Pep Boys

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

[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]

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

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 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:  ###-###-####

[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 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 March 10, 2015 by Mr. [redacted] We apologize for any inconvenience Mr. [redacted] may have experienced at our...

facility.Mr. [redacted] came to our facility for brakes, complaint was that the brake pedal was hard. We inspected the brakes and recommended vacuum hoes to the brake vacuum pump and a brake booster hoses were leaking, causing major vacuum in the brake system. we removed and replaced the brake vacuum pump and the brake power booster, and two front tires extremely worn on the sides due to mis alignment. Mr. [redacted] also had a check engine light on, which we recommended a diagnostic, but Mr. [redacted] declined.
When Mr. [redacted] came to pick up his vehicle he disputed the bill, at that time the Area Director was contacted and a decision was made by the Area Director to discount the bill of $1000.00.
We would not have given the vehicle with a knocking noise or vibration back to Mr. [redacted].We apologize for the time it took to due the repairs, but decline any further refunds.
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

On November 3, 2014, the customer ordered and paid for a used engine to be delivered to a shop in Hartford, WI. The engine was delivered on November 6, 2.014. The used engine came with a 6 month or 6,000 mile part only warranty. When first contacted by the installing shop sometime in June, the...

engine had already fallen outside of the warranty limit of 6 months. LKQ made to the decision to offer the customer his money back or he could use it toward a remanufactured engine. The new engine was ordered on September 14, 2015. On September 25, 2015, the remanufactured engine was delivered to the same shop which installed the used engine for this customer in Hartford, WI. On January 4, 2016, the customer contacted us about an issue occurring with his vehicle. "Engine cuts out at 3000+ RPM's" and "showing codes P0301 and P0302" were the reasons given. LKQ had the engine manufacturer, AT K, take over on the engine concerns. Their finding was the engine was damaged by terminology called engine wash. This happens when an engine is cranking over for long period of time without the engine firing. This takes ail the oil out of the cylinders causing damage to the engine. LKQ did sent an inspector to verify the damage and decided again to help the customer with another unit at no additional cost. LKQ did not pay for any labor because of the damage caused by the "fuel wash" I feel LKQ has been very fair in helping this customer - when his used engine failed past the 6 month warranty period we gave the customer full credit toward a new engine. The new engine did not fail because of workmanship; it failed because of install issues. LKQ is willing to split their National labor rate in this matter; we would use Ali-Data Repair, a note labor guide. We would consider this to be the final claim for the customer and all warranties are completed,

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated June 27, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys...

facility.[redacted] was contacted and returned to our facility and received the requested refund.
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 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] brought his [redacted] in for an oil pump replacement. [redacted] provided the oil pump The service advisor wrote the vehicle up as a fluid leak evaluation to be able to determine what was leaking and to see what condition the truck was in. The truck smoked on start up, had a low end knock and had an oil light on that flickered when running. Courtney determined not to do work on the truck based on the current condition.On Tuesday [redacted] came to get the truck. The service advisor did not update him on the technicians findings and the original advisor was off, so the working advisor fumbled for information. No notes were on the ticket. The customer left the store and spoke to Chris ( mechanic ) outside the bay of the shop. He told Chris he was upset nothing had been done to his truck in regards to repair. Chris checked the oil level and found the truck was overfilled by 2-3 quarts.
Chris directed the truck to be pulled in the bay and have the oil level corrected by a GST. When draining the oil, Chris noticed metal shavings in the oil, Stephen was advised and directed not to drive the truck in the current condition.
[redacted] called on April 1, 2016, stating his engine locked up and he had the truck at another shop for inspection. I spoke with him and recapped everything that was covered with him at the store and he acknowledged the condition of the truck prior to service. I told him based off his information there was nothing we could do to correct an issue that existed with his failing engine.

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
[redacted]

Dear **. [redacted],
We are in receipt of the complaint sent to your office **. [redacted] on January 30, 2013.. We would...

like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility. Our claims department is handling **. [redacted]'s case.
We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards,
[redacted] Customer Service Coordinator

Worst experience ever.(AVOID)
Donald the manager shouldbe Fired
Can't believe he is a manager
(Horrible) no customer service skills
This place needs to be Shut down...
I had taken my truck into Pep boys
Casa Grande Az.
To get seal and bearing fixed, took all day but got it back $350. I was ok with it cause thought it was fixed. 1 day later I'm driving on free way and realize my rear tire wheel had tons of smoke coming out of it, I thought it was on fire..
So I called pep boys they sent a tow truck
Took 8 hours for them to tow my truck back to shop which was only 20 minutes away.
Took them two days to realize they improperly fixed bearing or didn't even fix it at all. Neglegence....
They weren't gonna charge me again because it was there fault but now there telling me that because it got so hot I now have to replace axel
Which they will cover but they should any way because it was there fault they didn't fix it right the first time. Now I am still waiting for them to I guess get the part, 5 days later I have missed 5 days of work. I called and told them this is ridiculous. Donald was no Help
Also come to find out the part had been there since Wednesday his employee told me that.
Donald told me that part didn't come in until Friday morning. (Liar)
So my truck was just sitting there for 3 days. No Excuse...
They don't know what they are doing
Horrible customer service
All the mechanics shouldbe fired
They are putting people's lives at risk..
I will be contacting the news hopefully they can expose this place because there neglegence is going to get some one hurt or worse.
What would of happened if I caught fire because of there neglegence.
Then maybe somebody would do something about this...

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have not received any calls from the business manager. 
Regards,
[redacted]

Went to Pepboys today at the T[redacted] F[redacted]a location; at 2525 N Monroe St. to get four 10ply tires for my dodge 1500, after pricing several places pep boys appeared to be the best deal at $569.04. It turns out I could not have possibly been more wrong.
The manager; M[redacted], gave me a quote of $569.04 (without giving me details about what that included), and said I would get a free brake inspection, alignment check, and that a free warranty came with the tires. All great news! He said it would take at MOST an hour and a half.
I decided to hang out and watch the work being done. A young kid I believe named K[redacted] began the work. It took him twenty minutes to remove the first tire, and additional ten to twenty minutes to try and get the rim removed with the automatic machine. Finally he called over another attendant to help him get it removed. Then he began texting. I was getting frustrated at this point, since it had been nearly fourty-five minutes since the process began and he only had ONE tire removed. Another twenty minutes later he had put the new tire on the rim and loaded it onto the truck... only then did he realize he FORGOT to put pieces back on the rim.
At this point I was LIVID and called over Manager M[redacted], I asked him if K[redacted] had done this kind of work before. Manager M[redacted] said "He just hasn't used this equipment." I said "So he's never done this work before?" Manager M[redacted] said "No, not on this equipment." I said "What the hell, why did you give me a newbie? I don't want him working on my truck anymore." Manager M[redacted] said "I'll go help him in a moment." Several minutes later, he emerged from the back room with a bowl of cereal, munching away as he leisurely strolled over to where K[redacted] was STILL struggling to get the first wheel mounted right. Manager M[redacted] continued eating and did not help K[redacted] at ALL, instead he watched him struggle to get the second wheel off. I stood there staring in horror at the situation, finally after about five minutes, Manager M[redacted] realized I was watching and put down the cereal and began helping. When he walked back into the office, I told him again that K[redacted] should NOT be touching my car, I wanted SOMEONE ELSE to finish the work.
FINALLY, another mechanic came over and began popping the tires off, and replacing them. It took him only twenty minutes, what took K[redacted] nearly two hours. Even with as quickly as the new man worked, I was still there nearly three hours. Finally when the truck was finished Manager M[redacted] came back in. I told him that this was the WORST Pepboys experience I had ever had, and that although he had been nice to me it was clear that K[redacted] had no idea what he was doing and had no business working on a truck when he didn't know the equipment. Secondly I told Manager M[redacted] that he was badly representing his company, as the way I was treated... a young woman with a truck... made it seem that his company put the 'newbie' on the woman's truck because it 'didn't matter'. Manager M[redacted] said; 'It's alright!'
When I get in the car, already angry that Manager M[redacted] did not even offer me an APOLOGY much less a discount off my purchase... did I realize that I got charged for a $57.12 warrant that he told me was FREE. Not only that but I was charged for wheel balancing... how was that not part of the package? He said everything was included. If I had known the warranty was extra I would have never purchased it.
Needless to say, a HORRENDOUS experience, I will NEVER be supporting Pepboys again as a customer AND as a woman. I urge other potential customers to stop and think before you patronize this business!

We are in receipt of the complaint sent to your office by Mr. [redacted].  We apologize for any inconvenience Mr. [redacted] may have experienced at our facility. We apologized and explained to Mr. [redacted] that we did have an inventory issue, but that we would match the price. Mr....

[redacted] had already gone somewhere else to purchase his tires. 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

Dear [redacted],
We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] came to our facility for an oil change and tire rotation, while performing the oil change the technician noticed the coolant low and topped off the fluid from the reservoir and pulled the vehicle out of the shop. [redacted] call back the next day stating she had coolant all over her engine.
We reviewed the CCTV and witnessed the technician removing the reservoir cap and replacing the cap, once he topped off the fluid.We notified [redacted] and advised her and offered for her to review the video, but [redacted] advised that her father would be in to review the video.
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 October 15, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was contacted and will return as soon as he has time. We will inspect the vehicle and address his concerns, also we will be refunding [redacted] $21.39.
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

[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: pepboys caused damages to my vehicle and I will subpoena them to court. 
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 are at fault for messing up my car.  I am working on taking them to court.
Regards,
[redacted]