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Pep Boys Reviews (1616)

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: ###-###-####

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.

[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 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

Please beware of ever using this Pep Boys location for any repair work. They constantly try to deceive people in order to have they pay much more than the repair and or service should cost. I only use this store when it is something simple and is convenient to me for various reasons. Now I will never use them again. Almost anytime I have taken my car there for minor issues they always turn it into a major one. The latest incident involved a nail in my tire they said they could not fix and tried to see me an overpriced tire that did not even match the other 3. The next day I took my car to my regular mechanic and he said the nail had not penetrated the sidewall, pulled it out and sent me on my way at no charge. There have been other occasions that Pep Boys lied to me in order to rip me off.

[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 left a vmail with Robin Searl on Friday Aug 22, 2014. 
I have attached a document that details the statement of facts, photos, and summary of conversations/committments and etc.  The document includes my desired outcome and some other relevant data which should help her with her research. 
There are some receipts that I will attempt to attach later this evening.
The store and transaction information is below:
Transaction Information:Date:  7/13/2014Reg: [redacted]Cashier:  [redacted]Store: [redacted]Service Work Order:  [redacted]
Regards,[redacted] (M) ###-###-####

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 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 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

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: ###-###-####

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

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: 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 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,

[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]

[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:
That was my initial request from the General Manager Roger the sunday I came in requesting it where he refused to do this. He explained to me it was like someone who sold a gun to another person the shot someone with that gun. The seller is not at fault it's the person who shot the gun. Meaning because I bought the spraypaint and painted my motorcycle with it that it is my fault not pepboys. Yes since then I have requested someone above roger contact me which never happened. I had a forwarded email response from Roger where his boss responded saying to take care of it. I don't have any desire to ever communicate with a guy who refers gun law to me as a case of customer resolution. This ticket was opened a month ago. If I waited for my complaint escalation and a refund it would have taken 2 weeks. My issue here is his business practices and how I was treated by him because I'm a 24 year old customer. In person how he talked to me is not how I was address in email which was professional and had obvious customer concern and a quick resolution. This spray paint was $40 in total. I'm more concerned for everyone else that shops there that he might take advantage of. I'm already nevee shopping there again. There are plenty of other places for me to shop for the same thing. They aren't a specialty shop of supplies. Definitely not world class customer service with a disrespectful general manager either who laughs and smiles when I asked for this refund resolution and said there's no way it's against store policy
Regards,
[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.
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: ###-###-####

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

[ The Vice President of Pep Boys for this location has noticed and understood how easily the check of the transmission oil could have easily overlooked by the staff members!
Pep Boys doesn't require a certificate from their mechanics and if they say they do not all their locations obey it. This was a simple mistake by their mechanic or a communication failed among the service desk and the mechanic . Could it be that this young mechanic didn't know how to check the transmission fluid on a 1977 **? 
I had clearly asked them to check everything and yet they told me that they did! I told them to check the trans oil and I was told it was fine!
My car was running very smooth and all these years never gave any problems. Pep Boys failed and overlooked my request. I will take this car to the dealer and will get a report from them then will turn the papers over to my attorney! 
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],We are in receipt of the rebuttal sent to your office on January 6, 2015, by [redacted] .The below email was sent on December 24, 2014. We again apologize if [redacted] did not receive the email.  Hi [redacted]I do apologize for the inconvenience with this order and we have processed a refund for the missing order in the amount of $228.22 .If you have any further questions or concerns please call us at ###-###-#### and refer to case [redacted] and any of our agents would be happy to assist youThank you for choosing Pep Boys Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

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