Pep Boys

Dear Ms [redacted] , size="2" face="sans-serif" We are in receipt of the complaint sent to your office on February 3, by Mr*** We apologize for any inconvenience Mr [redacted] may have experienced at our facility.A claim was entered on behalf of Mr***The claim was investigated and deniedWe found no wrong doing on behalf of Pep Boys and no refunds are due.We again apologize, as well as thank Mr [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep Boys [redacted] Philadelphia, Pa

I AM STILL WAITING ON SOMEOTO CALL ME AS THE ENGINE IS STILL NOT WORKING PROPERLT-"STILL STALLING"-IDLE BAD WITH TAPPING IN THE ENGINE-I AM REQUESTING SOMEONE THAT CAN MAKE AN APPOINTMENT FOR ME TO BRING THE CAR IN FOR THEM TO LISTEN TO AND DRIVE THE CARTHE CAR RUNS HORRIBLEIF I HAVE A REPLACEMENT ENGINE THIS SHOULD NOT BE OUR CONVERSATION AT THIS TIME HELP, PLEASE , IF SOMEONE IS LISTENING-THIS IS GOING ON SINCE JUNE

Dear [redacted] , We are in receipt of the complaint sent to your office on October 12, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was contacted and offered the requested refund We apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I asked several times in person and by phone to check everything on my vehicleI thought everything was done and checked I even explained why as I was going to take the vehicle back to the dealer.Regards, [redacted]

Dear [redacted] We are in receipt of the complaint sent to your office on December , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager did leave a message for [redacted] that he would replace the parts that were installed, [redacted] states she already had the repair doneWe ask that [redacted] contact Louis at this location and provide Louis with a receipt of the repairs that she had rendered at another facility and if a refund is warranted he will provide the refund.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office [redacted] on March We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility [redacted] was contacted by the manager who wanted to apologize, offer to [redacted] a full refund and advise [redacted] that he will address his concerns with his teamIf the manager has not been in contact with [redacted] , we ask that [redacted] return to our facility for the refund.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator

Dear ** [redacted] , We are in receipt of the complaint sent to your office by ** [redacted] dated June 23, We would like to apologize to **[redacted] or any inconvenience she may have experienced at our Pep Boys facility.On June 27, 2014, ** [redacted] had an appointment for an alignmentThe Customer Service Advisor completed the visit at the car and advised ** [redacted] she need tires because one tire was showing metal belts on the inside She agreed to this service and the store installed one tire and could not perform the alignment due to excessively worn front end components(inner and outer tie rods, controls arms with bushings, and a hub bearing)** [redacted] had the Customer Service Manager work with her on the pricing because she stated that she did not have that much money for the tire and alignment.($106.59- work number [redacted] ) ** [redacted] was advised of the repairs needed to the carOn the same day June 27, 2014,) ** [redacted] arrived back in the store to purchase another tire (work number 2111081) after earlier saying she did not have enough money to purchase both tires or the repairs, the Customer Service Manager explained to ** [redacted] Pep Boys had payment optionsAfter the customer left the store the Customer Service Manager realized that we had inadvertently left the alignment on the ticket and called her to again explain again why the alignment was not completed and offered her a refund for the price of the alignmentThe Customer Service Manager and Store General Manager have called and left a message explaining the refund and have requested that she return to the store so we can complete the transaction To date we have not received a call back ** [redacted] In both cases we discounted the product and labor in an attempt to help ** [redacted] get her vehicle in a safer operating condition and work within her budget We again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concerns Regards, [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

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 requestIf 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 West Allegheny Avenue

Dear ** [redacted] , We are in receipt of the complaint sent top your office ** [redacted] on January 2014, ***'s concerns were handled by our claims department We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] *** Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on April 25, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our facilityTo further assist ** [redacted] we will need the location of the Pep Boys facility she visitedOnce we receive this information, we will than begin our resolution processWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address his 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: (Pep Boys Case # [redacted] )I am rejecting this response because: (1,) Based on a conversation with the Pep Boys # [redacted] Service Manager; the displinary action taken for the Pep Boys Technician who failed to properly tighten down the lug nuts placing the lives of my family & others on the road was a written warningThe was rather disturbing based on another Pep Boys Techinians statements; stating that this was this Pep Boys Technician 3rd warning and that any additional warnings would be cause for termination (2.) Pep Boys Area Manager never apoligized or offer any reimbursement for the tow charges incurred ( [redacted] , Cato Pep Boys [redacted] +- miles one-way) (3.) The reimbursement offer made by the Area Manager was "not" for the cost of the Rack & Pinion Service (Parts & Labor); but for the "labor only"The total charge paid was $(parts) and $(labor) or $ (4.) Pep Boys nor the Area Manager never provided any explanation for the additional "fraudulent" "front brake" job recommendations; leading additional suspect that the "rear brake" job at a cost of $was potentially also not necessaryPlease see attached statement for Professional Mechanic [redacted] ; who reinspected and analyzed the Pep Boys front brake job recommendation (5.) Although I have been a long time patron of Pep Boys; this is the "second" time I have to place a major compliant due to negligence and poor service at Pep Boys # ***The other major compliant at this same Pep Boys location was Case # [redacted] (07/2012) At this time, I am asking Pep Boys to review this additional information and respond 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 tireWhen [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] ***

store id number is [redacted] and service work order is [redacted] I came in May 11-to have work done on my car ,I had been may be 8- months before to get new tire and I need more work done that was going to cost me about dollarsmy car is a [redacted] 2005, never took my car any wear else to get work done .before going to this pep boysI 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 withI get the work done,maybe 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] blocks from my house because was afraid to drive it any wear elsetold 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 yearsHe 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 itCall pep boys store number *** 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 storeNo one has been under my car to do this only pep boys ....Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Your pissing me off Look, I did not wait two years I went the next day, to let them know that my air conditioning was not working they could have gave me my money then, took their parts and gave me my money and let me know they could not fix it for what ever reason They charge me money just to say if they could fix the problem or not so why did they say they could fix it, when they couldn't Your a billion dollar business about to mess up over $ Where this is going can real easily be avoided and you know your wrong so you want to make excuses for keeping my money thinking I will go away but I won't ever till I am paid every dime of my $dollars Regards, [redacted] ***

Dear Ms [redacted] , We are in receipt of the complaint sent to your office on January 08, by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facilityMr [redacted] returned to our facility ,repairs were rendered and Mr [redacted] was satisfied with the resolution.We again apologize, as well as thank Mr [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*** Customer Care Specialist Pep Boys

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on April 2014, We would like to apologize to ** [redacted] for inconvenience he may have experienced with submitting a rebate through our rebate process ** [redacted] was contacted by the store manager, however each call they were not able to speak with ** [redacted] We ask that ** [redacted] contact the store and speak to the manager [redacted] , who will help to resolve this rebate issue for ** [redacted] We again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] Customer Service Coordinator

The Pep Boys in Homewood is terrible in customer serviceOn Wednesday, April 27, I went to the store to get a headlight bulb for my carI was the only female in the store at the timeI approached a worker by the name of Daniel and told him that I needed to get a bulb for my carHe said okWhile helping me another worker bought another customer up that happened to be a male and Daniel immediately stopped helping meHe didn't tell me to wait a few minutes or any kind of communicationHe just totally disregarded me and started helping this other guyAfter about minutes another worker by the name of Larry came up and asked who was next because a line had formedI told him that Daniel was suppose to be helping me then without any notification he started helping the other guy and that was very bad customer serviceDaniel then turned to me and started arguing with me saying that the guy had been firstLarry then apologized and said that he could help meHe asked to see my car to make sure he got me the right bulbWhile we were walking he explained to me that he was one of the area managers and would handle the issue that I had with DanielHe also tried to see if a mechanic could put my bulb in but they couldn't at the timeLarry then apologized again and told me again that he would talk to Daniel about what happened between he and I....the next day, which was Thursday, April 28, I called Pep Boys and asked if the had any open slots so that I could bring my car in to get my bulb replacedI was speaking to a guy named Tim and he said that they were busy and I would have a long wait but if I came around then they would fit me inMy daughter had a softball game at the same time so I really didn't want to come in at that time so I asked if I could come in on the next day at noonA few minutes later I called Tim back and asked if I could still come in that day which was Thursday because I had found a relative to watch my daughter for me and he said yes and I needed to be there at 6pmI said okWhen I arrived there Daniel was there again at workHe was helping someone but looked up and saw me and went back to helping the customer that he was withBy the time he got finished another guy was standing next to meDaniel then disregarded me again and asked the guy standing next to me could he help himThe customer told Daniel that I was next and Daniel just kind of smirked and I told him that I was there for an appointmentHe then went to his appointment screen and said that I wasn't on there for an appointment for that day and that I was down for the next dayI explained to him that I spoke to Tim and he was the one that said I could comeHe then said in a sarcastic tone that Tim was gone and I wouldn't be able to get an appointment for that eveningI then went to the check out counter and asked for a managerOne of the managers came up and I told him about my issue and the issues that I had been having with DanielHe then apologized and said that they could get me in but it would be a long waitI told him that wasn't a problemAnother serviceman came up by the name of Joel and the manager told Joel what happenedJoel then started saying that I couldn't be seen either and that Tim shouldn't have told me to come because they were busyI told him that I had driven minutes and I really needed my headlight to be put in and that this was my second day coming to that store and I was having issuesJoel then asked me what issues did I have the day before and I told him about my incidents with Daniel and that Daniel was horrible with customer service and he didn't need to be there the way that he treats customersI then added that I didn't know what Daniel's issues were with me but he seemed either racist or sexist and then Joel raised his voice at me and said that I didn't know Daniel and there wasn't going to be anything said to him because he works for the service departmentI then asked for my keys back and told them I didn't want them to do anything to my car because by the way they were acting I didn't trust them with my car and I then leftI have never been treated so badly by a businessThis is not the way to treat customers

Dear [redacted] , We are in receipt of the complaint sent to your office on August , 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 visitedOnce 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 West Allegheny Avenue Philadelphia, Pa

Dear Mr [redacted] , We are in receipt of the complaint sent to your office on February 19, by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility.A claim was opened, claim # [redacted] Mr [redacted] will be contacted by our claims department 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

Dear [redacted] We are in receipt of the complaint sent to your office by [redacted] dated May 19, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility size="2" face="sans-serif"> [redacted] was given a Customer satisfaction refund We again apologize as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Service Coordinator