Pep Boys

[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 S[redacted] not his staff is properly handling my claim. I'm stow waiting for the adjuster to come back out and meet with the repair shop and myself. Also, they are trying to put inferior remanufactured parts on my vehicle. 
Regards,
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] was given the requested refund.
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: 215-430-9849

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.
To further...

assist [redacted], we will need the Pep Boys location he visited. Once 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
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: ###-###-####

store id number is [redacted] and service work order is [redacted]. I came in May 11-2014 to have work done on my car ,I had been   may be  8- 12 months before to get new tire and I need more work done that was going to cost me about 1600 dollars. my car is a [redacted] 2005, never took my car any wear else to get work done .before going to this pep boys..... I lived in the city so went to get my car repaired at the pep boys on [redacted] in [redacted] IL .I'm in [redacted] IL  now so decided since I never had no issue before to go to the pep boys closer to my area that why I went to the one in [redacted] IL [redacted].  this is the store I have the complaint with. I get the work done,maybe 2 week later I notice my car was not picking up speed  long story  short it stop on me on the way home from work and it never stops so I notice a leak under the car, got it start and took it straight to the [redacted] 2 blocks from my house because was afraid to drive it any wear else. told them it stop that I had a leak and I believe it was under the transmission they took it in  5min   later manager came out and told me he need to show me something He ask me who did transmission work on the car to my surprise (no transmission work has ever been done ) I had the  Car for 6 years. He show me the small piece of steel that was glued over the hole in transmission that was coming off .He immediately show it to me because they didn't wont to touch it. Call pep boys store number [redacted]  several time they kept telling me manger wasn't in and that he would get back to me they also said that they have camera in back that they would allow me to see when my car was being fixed ....never happen didn't hear from any one at that store. No one has been under my car to do this only pep boys ....Thank you

I had received a packet of Pep Boys discount cards in the mail. I went to Pep Boys to purchase 4 tires for my car. I made my tire selection and presented a discount card for 20% off any tire purchase to cashier. He said the discount card could not apply to my tire selection and gave some lame reason. I shrugged it off and took a seat in the waiting room. An assistant came in about 30 minutes later and said my car needs wiper blades and rear brakes. I said "I just want tires today, but thanks for the report" I did not say it but I put new wiper blades on a few weeks earlier and knew they were good. After a 2-hour wait, they had my car ready and I was so ready to go that I paid and left. Later, I reviewed my bill and saw that I had been charged $10 bucks for a can of Gumout that I did not order and a "Shop fee" of $10 bucks.
All said, my complaints are:
False advertising on Discount cards that are only good to bait you in the store.
False inspection reports to sell things to gullible customers.
Extra, frivolous charges to run up the final bill, without the customers awareness.
I will not be buying from them in the future and I will be informing others as well.
Alvin Ex-Customer

I absolutely reject and disagree with the response I received from Pep Boys. After 5 to 6 attempts of trying to fix my vehicle’s A/C, it is still not working correctly. The problem that I initially came to Pep Boys with is the SAME that I have today. Pep Boys initially misdiagnosed the problem, which turned itself into a classic Bait-n-Switch by requesting more money from me to properly fix the issue which they could not even do.
 PepBoys recognized that there was a problem with the unit and that is why they tried 5 to 6 times to fix it. Let me say that again, they initially misdiagnosed the problem and then attempted to fix my A/C 5 or 6 more times with unsuccessful results. When the service manager was faced with the possibility of having to return the money and was looking at eating the labor/parts he came up with a response of “with in factory specs”.
 Let me be clear, what Pep Boys did was randomly replaced parts with hopes of fixing my A/C problem. Pep Boys misdiagnosed the problem on my first visit  and then after the 5th or 6th time of attempting to fix my A/C the service manager decided to tell me that what they had done was the best they were able to do. His advice was that the next step was to rebuild the whole system. (I am not sure what that entails.) Mind you, all of this was told to me after I paid my 2 bills.  No test ride was given to show me how my A/C was blowing cold. No one walked out to my truck to show me what work had been fixed. In fact, I had to pay my bill first to even get keys so I could go out to my truck to see what work was completed. As a customer who had been back to the Pep Boys numerous times for the same issue you might think the manager or the technician would have shown me what they fixed. Nope, I did not get any of that!!
 After paying my bill and driving away I once again had to return to Pep Boys to inform the service manager that the A/C was still not working. To my shock he tells me that now my A/C was with-in factory specifications. Wow, what a surprise!!! Now that these incompetent individuals have taken about $750 of my money and are at a loss of what to do next my A/C unit is now conveniently “with in factory specs”. Let me say this again, my A/C is blowing the same temperature and fluctuating the same degrees as it did when I initially showed up to Pep Boys. But now it is “with in factory specs”. Conveniently, the service manager wants nothing to do with me and will not give me a refund. I mention the Pep Boys ad on the wall of 100% satisfaction guarantee and he tells me to call corporate and deal with them.
 Let me clear something up for Robin S[redacted]. As the Pep Boys customer care specialist, your response, clearly written by the service manager, is factually incorrect and the manager is outright lying!
 
First off my name is [redacted], not *l[redacted]. The least you could do is spell my name correctly when responding to me. Your lack of attention to detail is clear in not only your lack of work as a manager but in your written response.
 
Second, You never advised me to take my truck to the dealer for a second opinion. Never! In conversation, I said that if you guys were unsuccessful at fixing the problem I would have no other choice but to take it to the dealership to be corrected. Your response to that was that you would contact your friend who worked at [redacted] to see if he had any insight on how to fix the A/C.  Quite frankly, after the 6 failed attempts of trying to fix my A/C you should be bending over back words to help me, even if that meant returning my money and advising me of a more qualified service center. I gave you 6 attempts to fix my truck. I am not a customer looking at getting something for FREE as you are insinuating. As I stated from the beginning, all I wanted was my A/C to blow cold. That’s it! I agreed to every attempt you asked for to fix the problem before I requested a refund. I trusted you when you called to inform me that more parts needed to be replaced, increasing my bill to about $750. You assured me that it would fix my issue and it did not! DO NOT spin this as I am some 2 bit customer trying to get something for free. I am requesting a refund because you buffoons could not fix the problem!! I am out $750 and still have the same problem I had when I first came to Pep Boys.
 
Third, I did not leave the store with an agreement with you to have the dealership give me a second opinion. We had no agreement that I would return with results from the dealership. Once again that is lie! In fact, I left the store by you telling me to contact corporate with my complaint while refusing to give me the their telephone number. Telling me to go online and get it. 
Fourth, the temperature numbers you are spewing mean nothing. You had my A/C blowing at 40 degrees for over an hour on my second visit to your store where the ambient temperature was in the 100’s. By the time I got home it was back up to 70 degrees. The intermittent issue has never been fixed and my A/C still blows warm. Review your own numbers from the 6 times that my truck was in your shop. My vent temps are the same as what they were when I first came to Pep Boys for an A/C inspection. If what you are leaving me with is “with in factory specs” then you should have never worked on my truck to begin with. You should have told me that it was with in factory specs and that the fluctuation is normal. But you didn’t! Before you charged me a second time you should have listened to the second mechanic that worked on the truck that mentioned he worked on another [redacted] that had the same issue that you guys were not able to resolve. He mentioned more then once that he felt my truck had the same issue.
Let me be clear to all the slow brains that may be reading this. I reject your first response saying everything has been worked out with the customer. That is Lie! I reject your second response saying that you believe my A/C is working properly. That too is a Lie. I reject your wording in your latest response insinuating I am a customer trying to get his money back for work that was performed and operating properly. That characterization does not depict me one b!  Look at the facts, I gave your service center numerous attempts to fix my A/C and they could not. I paid everything they requested because all I wanted was for my A/C to work. I am requesting a refund because Pep Boys could not fix my truck.
It is clear to me that your establishment is as crooked as the people you employ. Your guarantee means nothing and your lack of honesty and integrity is clear by your written response to my request for a refund for work that was not properly completed. The negligence of your service manager to extort money out of me for the guarantee of completed work is negligence at best, criminal at worse. That incompetent manager may stay employed with your company for maybe another 6 months but you have lost a long time loyal customer. I shopped with at Pep Boys for over 23 years and have spent many dollars at Pep Boys and I encourage you to review my rewards card. You have lost me as a customer and everyone else I come in contact with whom I can share my experience with. 
I am still requesting a refund!! 
[redacted] Complaint: [redacted]

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.
According...

to the CCTV, we were not able to confirm if we scratched the wheel, however as a Customer Satisfaction we replaced the rim 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
Fax: ###-###-####

We are in receipt of the complaint sent to your office by Ms. [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our facility. The manager will reach out today to Ms. [redacted] and offer a refund. We again apologize as well as thank Ms. [redacted] for allowing...

us the opportunity to address her concerns.  Robin S[redacted]Customer Care Specialist

Dear Ms. [redacted],
We are in receipt of the complaint sent to your office on January 14, 2015 by Ms. [redacted] We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.
dir="LTR">[redacted] came in the first time on December 29, 2014 WO# [redacted], she advised that her vehicle was overheating and that it just started to happen. The location wrote her up for a coolant system evaluation for $34.99. They inspected the vehicle and found that it was low on coolant. They could not find where it was leaking, so they also put dye in it. They ran the vehicle after filling the coolant back up and got all the air out of the system, it was not overheating at that time, they were unable to find any leak. They advised her that the coolant was low and it was topped off and was now running and not over heating, they advised her to drive it and bring it back so they could check again to see if the dye was present.
We documented in the comment section of the customer's work order. They customer left and then returned again January 3,2015 WO# [redacted], she said at this time is was only running hot when she came to a stop but started to drop once she started driving, the technician pulled it in and found that the electric fan had stopped working all together, they unplugged it and provided power directly to the fan and it would not come on, they advised her that it needed to be replaced. They also advised her that the thermostat had failed after over heating, We replaced the electric fans and thermostat, they put the fan in and before installing it into the vehicle they supplied power to ensure the fan was operational. Once it was installed they replaced the thermostat and ran the vehicle. It was good to go with no issues, they test drove it and it was not over heating. All this except the test drive can be viewed on our closed circuit.
Mrs. [redacted] returned again on the January 10,2015 WO# [redacted], she stated it was running hot again at this time they brought it back into the shop, where they found the coolant temp sensor had went out, this was replaced at no cost to her. There were several other items that were recommended to her during her service that she declined to have completed, one bring a coolant flush. The work that was done was completed and needed, she is now wanting all her money back stating it was just the sensor from the start, that is not the case, we advised her a number of times that she could come in a review the CCTV validating the fans were not working and then working after we replaced it with new one. Once the initial issue was corrected a senor went out, we replaced it free of charge to try and help her out. We have made the offer several times for Ms. [redacted] to come in a review the work completed, but she has denied that request. We stand behind the work we completed.
We find no wrong doing on behalf of Pep boys and no refunds are due.

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

From: <[redacted]>Date: Thu, Aug 7, 2014 at 10:42 AMSubject: [redacted]To: [redacted] <[redacted]>Dear [redacted],
We are in receipt of the rebuttal sent to your office by [redacted] dated June 5 , 2014. A claim was opened # [redacted] and [redacted] will be sent a letter  from our claims department on Pep Boys position in this matter.. Regards, Robin S[redacted] Customer Care Specialist Pep Boys 3111 West Allegheny Avenue Philadelphia, Pa 19132 
Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s). If you have received this communication in error, any disclosure or use of such information is strictly prohibited. Please notify the sender immediately and destroy all copies. Thank you.

Dear Ms.[redacted],
We are in receipt of the complaint sent to your office on July 26, 2014 by Mr. [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility.
dir="LTR">Mr. [redacted] was given the requested refund.
We again apologize, as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns..

Regards,
[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: ###-###-####

Dear Ms. [redacted],
We are in receipt of the complaint sent to your office on April 16, 2015 by Mr. [redacted] We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.
dir="LTR">To further assist Mr. [redacted], we will need the location he visited. Once we receive the location we will than begin our resolution process.
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

[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 do not mind pepboys looking at my car what I do not appreciate is pepboys lying on me yes pepboys has been servicing my car since 2008 I have paid for all my services mr jim is lying he got mad at me because I asked for his boss and did not contact him first I never ask pepboys to do any service for me for free the only reason it was paid for by the zone manager mr brett is to barred from pepboys I paid for my brakes this year and my thermostat and cooling work that was done on my car the complaint as a home owner and a taxpayer and a resident of lansing no business is going to tell me I cannot come or go mr brett would not let me pay for bill of the 239.00 after my church agreed to pay the bill mr brett told me told me that it would be best that I find another mechanic becausepepboys do not want to service my car anymore based on what mr jim told him I never met the man mr jim need to be a man and tell the truth and stop hiding behind the zone manager and tell the truth the discounts that was given to me by pepboys was greatly appreciated I always paid for the services pepboy provided if I had not called the 800 number and called mr jim it would not had been any issues I already apologize for that and keep my Pastor name out of your mouth pepboys you do not what your talking about I always said my church is the words I use I am a woman I do not have to lie I can apologize when I am wrong but I will notaccept being lied on truth is always better I have all of documemtation for every service that was done on my car the freebill was to get rid of me not to help LET'S KEEP IT REAL PEPBOYS I do notfeel that the zone manager should reprimanded the mechanics of pepboys they did nothing wrong when I went to pick up this copy that the zone manager mr brett finally release to give me after I called the 800 number the coldness that I got from them was hurtful because those guys always treated me with respect that I do feel bad about that the issues that myself and mr jim had cause had nothing to do with the staff of pepboys and all the discount given to me to help me always came from the managers of pepboy which I am very grateful for every word I am saying now I can say in person and to correct I did not hang up on nobody.
Regards,
[redacted]

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....   Client was a bit reserved on the telephone as I invited her up here 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 $$$ so she requested take care of here PepBoys. 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 Camry 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 by [redacted] on July 17, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys...

facility.In order to further assist [redacted], we will need the Pep Boys location he visited. Once we receive this information , we can than begin our resolution process.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: ###-###-####
Regards,

Dear [redacted],
We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our...

facility.
The area Director has requested [redacted] to advise his daughter to contact the store and authorize her father permission to speak on her behalf.
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

Dear [redacted],We are in receipt of the rebuttal sent to your office by [redacted].   We again apologize, but our prior response stands firm.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

[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.  The address is correct .
Regards,
[redacted]

Dear **. [redacted]
We are in receipt of the complaint sent to your office by **. [redacted] on July 7, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys...

facility. 
The Service Manager has made several attempts to contact **. [redacted] since his case was originally opened.
On July 15th, The Service Manager sent **. [redacted] the following email:
 **. [redacted] ... I have been trying to contact you in regard to comments you sent us about your recent experience at Pep Boys, but have been unsuccessful reaching anything but your voicemail.
 If you would like to discuss this matter further and reach a resolution, please contact me directly at the store: ###-###-####. I have all of the history information and am fully capable of addressing your concerns.
If **. [redacted] has yet to respond to the email, we ask that he contact Mike at this location.
We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.
Regards,
[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: ###-###-####

Dear Mr. [redacted], We are in receipt of the rebuttal sent to your office by Mr. [redacted].  We again apologize, however our prior response stands firm. Regards, Robin S[redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa 19132