Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office on October 16,, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] did return to our facility and repairs were rendered at no charge.
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

---------- Forwarded message ----------
sans-serif;">From: [redacted]>Date: Mon, May 19, 2014 at 3:09 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Pep Boys fixed my car but the amount of time it took is still unacceptable.

Dear **. [redacted],
We are in receipt of the
complaint sent to your office **. [redacted] on April 14. 2014, We would like
to apologize to **. [redacted] for inconvenience she may have...

experienced at our
facility.Below is the response from the store manager on **. [redacted]'s
concerns. Monday April 14, 2014 We contacted both
crs on file and left a message. When **. [redacted]'s son [redacted] came
to our facility he wanted to know about having the clutch replaced for $495.00
we advised him at that time that he would need to leave the vehicle ,we would
call him with a complete estimate before we even start the work.
We also advised [redacted] he had the option to take the
car now. [redacted] said okay I will leave the car. We went into detail explaining
that to do the clutch job the proper way we will need to send out the flywheel
to be resurfaced. So yes technically the book states 6-8 hours in addition to
lay up time for machine shop turn around on the flywheel. The customer stated he
had four days before needing the car. We did not anticipate the car going into
the weekend otherwise we would of stated that in the beginning.
I did run into a Mechanic schedule issue- the
Mechanic I had start the car on Monday was off Thursday and Friday- here is
where I let the ball down, and this is the main reason the car needed to be
completed on Saturday. **. [redacted] came into the store very upset , I spoke with
her explaining that we can not have a different mechanic finish a job someone
else started. At this time she told me the pricing changed several times. I
[redacted] personally told her that I am the same person who spoke with her
son and took the car in, I am alo the same person who made one phone call to her
son for job approval which was estimated at 1400.00 When I made this call I was
given the okay for the work, customer still had opportunity to decline , because
as I stated on drop off I would call and get authorization before even touching
the car. [redacted]''s mom at this point told me she knew about the phone call because
she gave the approval for it. This is where I do not understand how they are
stating the price changed over time- when I personally made one phone call-
allowing them to say yes or no. I called on Saturday to update the customer
about completion and offered a 10% discount on certain lines for customer
satisfaction. I went over the invoice in detail with [redacted] on the phone and
everything was okay. They came to pick up the car.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 on January 14, 2015 by Mr.[redacted]. We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.
dir="LTR">
We contacted the Area Director and reviewed Mr. [redacted]'s complaint and have decided to refund Mr. [redacted]. Mr. [redacted] has been contacted and advised that a check will be sent to him.
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
Phone: ###-###-####

Dear [redacted], We are in receipt of the complaint sent to your office on March 3, 2015 by [redacted].  We apologize for any inconvenience [redacted] may have experienced at our facility.The tires [redacted] purchased were $120.99 per tire, plus $1 per tire environmental fee and $0.32 shop fee. After entering the buy 3 get 1 special the charges were $362.97 for the tires, $4 environmental fee and $0.32 shop fee plus the install package for 4 tires including the road hazard for $183.36. he also paid $36.12 for taxes. [redacted]'s  total ticket cost was $586.77 and it shows the adjustment for $120.99 on the ticket. [redacted]'s initial estimate was for tires $536.28 labor $123.92 totaling $718.65. We ask that [redacted] return to our facility if further explanation is required. 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] 
[redacted]

Dear [redacted], We are in receipt of the complaint sent to your office by **. [redacted] dated March 26, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have...

experienced at our Pep Boys facility. Below is the response from the Area Director of this location. **. [redacted] came in with a starting / running issue. We diagnosed it and recommended an Alternator. Customer approved. On this vehicle, the Ignition Coil must be removed to access the Alternator. We removed the Ignition Coil and it came apart in the Technician's hand because a prior non- Pep Boys Service. Technician had broken it and glued it back together rather than replacing it properly. It separated at this glue. Of course, we only repair it properly, so we told the customer that he would need the Ignition Coil replaced. We agreed to discount the total repairs on this work order by $324.63. The customer paid $890.88. **. [redacted] came back still having a problem. The store chalked it up to an incomplete diagnosis (they determined it needed a battery, as well). They replaced the battery at no charge to the customer, a discount of $188.01. **. [redacted] still had a problem with the Alternator Belt shredding. He was concerned that store [redacted] didn't know what they were doing, so I offered to have store [redacted] look at the problem and resolve it for him. After several attempts to find a replacement Alternator, partnering even with ** dealerships and the local ** expert, [redacted] (both of which couldn't figure out what was going on, either), it was finally discovered that this car was made for sale in Germany and had been imported into the US by an individual. Because of this, it had different parts than the same car made for sale in the US. One of those different parts was the pulley on the Alternator (7 ribs in Germany, 6 in the US). This different pulley was causing the belt to shred. The Service Manager sent both the new and original Alternator to [redacted] to have the original pulley transferred to the new Alternator. Repairs were completed and the car has had no problems since. We charged the customer nothing for this final fix. The repair SHOULD have been $523.11. The repairs that this vehicle needed, and the amount of time it took to fix them, was not because of any negligence or lack of ability on Pep Boys part. The problem was (1) a prior shop had broken a part and hid the damage that we had to fix properly, and (2) no one, not even ** or [redacted], knew that this vehicle had different parts because it was a German model not a US model. The customer's total repair bill was $1926.6. We only charged him $890.88 and Pep Boys absorbed the other $1035.75. The customer was aware of the situation throughout the entire process. To make matters more interesting, **. [redacted] is not the owner of this vehicle. He was the driver who dropped it at the store. The owner is [redacted], a [redacted] in [redacted], and **. [redacted] uses this vehicle for business purposes. **. [redacted] agreed to everything that we offered him throughout the process, including a final offer (that he hasn't taken advantage of) a refund of half the labor we charged him to replace the Ignition Coil (the Service manager agreed to give him back $53.50, for no reason other than Customer Satisfaction). I spoke with **. [redacted] and already explained to him that this repair cost me more than him, even though the only fault on my part was being the unfortunate shop to have to fix someone else's mistakes.**. [redacted] was advised we would honor the $53.50 the store offered him, but could give him nothing more.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Dear Ms. [redacted],
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.
A check was issued...

to Mr. [redacted] on July 8, 2015.
We apologize as well as thank Mr. [redacted] for allowing up the opportunity to address his concerns

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]
Philadelphia, Pa 19132

Dear Ms [redacted],
We are in receipt of the complaint sent to your office by [redacted]. Please see the below response from the manager at this location.
Mrs [redacted] came in to our facility on February 8,2015 to have her van...

serviced. When the her van was first inspected there were a number of issues that need attention. This vehicle had a considerable amount of rust on the undercarriage. Here is the list of the service and parts that were replaced. Rear pads and rotors replaced, tune up package, 1 step fuel service, PepBoys oil change, two tires replaced, inner and outer tie rods replaced, alignment, alternator replaced, Battery tested as good needing to be charged, battery charged, Evac and recharge. There was no dye present in the system so in order for us to make sure the system works it needed to be filled and have dye put in. All these service were performed. Mr [redacted] was told that in order for us to know what was going on that we would have to wait till the dye came out and then we could let them know where the leak was coming from on the ac system and then could make an accurate assessment of what was needed to make repairs. Total amount of ticket $1931.74.
On February 9, 2015 Mr [redacted] brought the van back in saying it would not crank. Charging system test completed results bad battery. We replaced the bad battery 34/78dt800ps customer was made aware that they had 2 years free replacement and 6 years of total warranty. Total amount of ticket 137.87
On May 7, 2015 Mrs [redacted] returned with her van and states the AC is not working never has and that she paid 2000 dollars for this to be fixed why is it not fixed! I explained to her that on her visit back in February that of the said 2000 dollars only 59.99 was related to her AC and that her husband was told that when it stopped working to bring it in and we would look for the dye and let her know where the leak was coming from. She said ok and we took it back to be looked at. After looking the van over including looking at the rear unit near the lift gate the only leaks visible were coming from both the low and high side ports. Both were replaced and the system was recharged again at no cost to Mrs [redacted]. I checked the ac vent was very cold and working properly. At this time Mrs [redacted] was told that this was the only leaks we could see and that if it did it again it would have to be in the evaporator which outside of tearing her dash out (1050.90 labor) we would not be able to tell her if that was the culprit. (See work order [redacted] not yet authorized)
About a week ago Mrs [redacted] calls me and says her battery would not crank. I told her no problem if she could get it to me we would test everything and fix it for her. We even offered 1800 tow to Pep Boys I told her the tow would be free if it was a warranty item. Van came in and it did have a defect alternator. It was replaced; battery was charged and tested again. System tested great.
We ask that Ms. [redacted] return to our facility for review of her concers ,and resolution.
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

Dear [redacted],We are in receipt of the complaint sent to your office on October 27, 2014, by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.Our response back in December, we requested [redacted] return to our facility, so we could evaluate the vehicle  before we would determine if a refund is warranted. If [redacted] has not returned to our facility, we ask that he do so, and we will review his concernsRegards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

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 store entered a claim and the repairs at [redacted] were paid by Pep Boys. We apologize as well as thank Ms....

[redacted] for allowing up the opportunity to address her 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 will accept the replacement bracket and installation. I've waited more than 4 months for Pep Boys to purchase a [redacted] bracket and because they haven't teplaced it in months all the driving I've done has ruined my suspension. Pep Boys of all places should know even the smallest car parts that are malfunctioning or broken cause more damage to the car overall! I'm furious that I have not received a replacement [redacted] bracket and more upset that my safety and business is being put to the side. No Pep Boys customer from the U.S. should be experiencing what I'm experiencing.
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.
At this...

time we are replacing the engine and the Area director is working with [redacted] with compensation.
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: ###-###-####

Dear Ms. [redacted],We are in receipt of the complaint sent to your office on December 29, 2014 by Mr. [redacted].   We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.Mr. [redacted] was contacted by the rewards department and advised that the receipts have been added and that he would be receiving $70.00 in rewards. Mr. [redacted] should have no problem accessing his rewards account.We again apologize, as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa 19132Phone:  ###-###-####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 returned to the store this weekend and the store manager didn't want to do anything with my brakes.
So please do followings separately.
1. I prefer to go to a different pepboy store. Which shop can I bring it to get pads uninstalled?  
2. What's the name of that service manager should I contact?  
3. Please provide a formal letter so I can bring it to the shop.  Otherwise, they don't want to admit anything.
Regards,
[redacted]

I called Pep Boys at 10:05 am this morning and spoke to "Jose" I believe his name was. He said my Van was ready. I did not receive any call from them informing me that my van was ready. This is one problem I have with Pep Boys, their customer service is very poor! They do not communicate well at...

all. Jose said that the cost of fixing the van is $400 dollars. I informed him that Jorge D[redacted] quoted me a price of $300. Jose said Jorge was not at work today and that he would call him on his cell phone. Then he says Jorge gave me a 10% discount for something. So now the price is $370. when I originally took my van to them to fix they charged me $527 to fix a "No start" they gave it back to me and said it was the starter. I drove it for 6 days and it started but on the 6th day it was a "No start" again! My question is why are they charging me $370 for a problem that was supposed to be fixed with the $527 starter that they say they put in? They had my van since April 21, 2015 today's date is May 19, 2015 that's almost one month. Why am I being charged $370 more dollars for something that they said was fixed by putting a starter in?TranslateI do not think I should be charged the $370 for fixing my "No start" vehicle because they already charged me $527 to fix the "No start" by replacing the starter. Then 6days after replacing the starter my van again was a no start. The same problem they said they fixed by replacing the starter. Evidently the starter was not the problem. Actually while writing this complaint it appears that I should not be charged the $527 for the starter since it is evident that the starter was not problem.

Dear [redacted],
We are in receipt of the complaint sent to your office on March 12, 2015 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] originally came in for service on February 14, 2015. We installed 4 tires and checked the battery and [redacted] had concerns of a maintenance tune up. We suggested spark plugs and a battery . Also noted that the lower control arm bushings were bad as well as a lower ball joint (customer declined work to suspension). The battery saver did not function correctly and radio needed a code after installing that we could not retrieve.
We advised [redacted] to go to any dealership and we would pay if there was a cost to get the code for radio. When [redacted] left she stated driving to Columbus there was a strange noise coming from the front end, so we advised her to stop into the Columbus location, [redacted], to verify everything was ok. Upon inspection store #[redacted] noted that customer needed both lower control arms and the wheel bearing was bad. [redacted] was very upset and filed the complaint stating that none of this was wrong prior to us working on the vehicle. We spoke with [redacted] and explained we could take a look, but everything that was found at store #[redacted] was also noted down with our inspection except for the wheel bearing and that we could check into that. The noise she was hearing slowly faded, so we were unsure what this was as we never heard the noise. We scheduled her to bring back the vehicle on February 21, 2015
[redacted] arrived to have vehicle checked out and upon inspection same problems as stated and noted on original orders. We discounted the job a total of $190.47 due to her being upset (complaint) about this work. She told us to go ahead on the repairs and to install a headlight bulb that was out as well. We installed a bulb both lower control arms and ball joints with alignment. Also installed a wheel bearing. When vehicle was complete we spoke with [redacted] in regards to her struts on the vehicle as they were weak and have excessive bounce and she was not concerned about this issue. She said she wanted her radio fixed and I stated again that she will need to take the vehicle to a local dealership and we would pay if there were a charge to retrieve code. She left very happy with service and price.
[redacted] called on March 11, 2015 She stated we broke her plastic hood latch inside the vehicle. We have nothing to prove that we did not break the latch, but the latch was broke every visit we seen the car we had to use pliers to pull the cable to pop hood. [redacted] insisted we broke it so we told her we would cover the part as it was an $11. 00 dollar purchase. Jessica told me she would arrive to get part put on March 14, 2015 and never showed up. We still currently have the cable here waiting to be installed, but have not heard anything back from [redacted]
We again apologize, as well as thank [redacted] or allowing us the opportunity to address her concerns..
Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

I filed complained on 3/10/2015 with #[redacted]. now they called me and refunded full amount.
sans-serif;">i am very gratitude Revdex.com's help. you did another super job. thank you, Revdex.com.
[redacted]
east brunswick, nj 08816

Dear [redacted],
We are in receipt of the complaint sent to your office on August 7 , 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 she 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 her concerns..


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

Beware...Warning
930 e Florence Blvd
Pep boys
There NEGLEGENCE is going to get someone hurt, trying to get a hold of somebody in charge but it seems hopeless . So I will be contact news 3
To investigate pep boys and to warn other people about the dangers of doing business with Pep boys of Casa Grande Az. Beware of manager Donald. Beware