Pep Boys

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

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.
dir="LTR">The manager Chad W[redacted], has tried several times to contact [redacted] and apologize. Chad did investigate [redacted]'s claim and feels that we failed on our part to communicate. Chad is requesting that [redacted] return to our facility for the refund she is requesting.
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 Ms [redacted],
We are in receipt of the complaint sent to your office by Mr. [redacted] dated August 6, 2015. We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.
We...

apologize for the Horrible Customer Service Mr. [redacted] received at our Sepulveda Blvd location. We can assure Mr. [redacted] that the Area Director has already addressed this situation with Mr. [redacted].
We would like to offer the refund request by Mr. [redacted] for $27.72. We will send this refund in a check to his address with in the next 7 days.
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

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.

[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]

Dear [redacted],
We are in receipt of the complaint sent to your office on September 10, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility, and to your office...

for the delay in our response.  We did find the steering wheel replacement and have contacted [redacted] for her to return for the repair. 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 Phone:  ###-###-#### Fax:  ###-###-####

Revdex.com:
I reluctantly cannot accept this offer from LKQ.  The letter refers to the original engine purchased which also failed.  LKQ did in fact credit me the amount I paid for it towards the reman as I provided documentation showing.  That warranty was honored for the part only as the engine had barely 2000 miles on it.  A Carfax check clearly shows this.  I had to wait months for this to be honored then and was left without the car for the duration.  I was then offered another engine with 100000 more miles on it than the original one purchased.  I understandably declined following the first failure and opted to give LKQ another chance and forked over the extra money for a reman after being assured by Rick Westphal that this engine would be covered by the LKQ warranty for 3 years.  I received no coverage for the labor on the first engine and did not want to be without the vehicle again so I took what I thought to be the safe route.  Low and behold the new engine threw a code immediately after install.  I was again stuck without the vehicle for months awaiting the warranty process.  LKQ would provide no Info on the warranty status and referred me to a Stuart Williams through ATK.  After a long awaited answer and numerous inspections Stuart verified a new engine was being sent.  [redacted] installed the replacement and finally after all of that time I had the vehicle running as it should with the replacement engine. I feel as a consumer I have endured a great deal of problems from the start to the end of my transaction.  I have spent a large amount of money repairing this vehicle and have been inconvenienced to say the least having to arrange alternative transportation to get my child to school and my wife to work as throughout this entire issue I was left with one car.  Given that I have paid every dime to the shops and LKQ despite all of this I believe the labor cost of the second install in full will be the only satisfactory outcome.  I thank all involved for the time invested on this and hope to resolve this soon .   K.I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Justin [redacted]

Dear [redacted],
We are in receipt of the rebuttal sent to your office by [redacted].   We are requesting [redacted] return to our facility for a refund.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone:  ###-###-####Fax:  ###-###-####

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated May 28, 2015. We apologize for any inconvenience [redacted] may have experienced with our online ordering.
dir="LTR">We have reviewed your order and found that we have made several mistakes during your order process. We will look into why theses mistakes occurred and can assure you this will not happen again.
We again apologize and would like to send you a check for the $50.00 (cost of your shipping) and (discount of your item). We hope that you accept this offer along with our apology.
Please confirm that we should send the check to [redacted], North Ridgeville,OH [redacted]



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 August 26, 2014 by ** .[redacted]
size="4" face="Helv">
We investigated the complaint by **. [redacted] and found no evidence on our CCTV, that we could have in anyway damaged the customers dash board, [redacted] also reviewed the CCTV.
We find no wrong doing on behalf of Pep Boys and will not take responsibility for any damage.
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:
I was NEVER contacted by a manager. I was told someone would contact me within 24 to 48 hours THREE times. Each more than 48 hours every time I called. I missed a full day of work due to complete negligence and because of that I asked for a gift card in the least. I was never contacted or apologized to, and my measly request of a gift card was not honored after all that I put up with. ( refer to original complaint) I would LOVE to be contacted and have the matter resolved. 
Regards,
[redacted]

[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 85% satisfactory to me.  I also understand that parts PepBoys installed on my vehicle are not free.  With that said, I accept PepBoys partial refund offer to resolve this matter.  I also would like to take this opportunity to thank the Revdex.com, **. [redacted] and his staff who had hands on in assisting me in this dispute.  I would also like to say to anyone who may have the opportunity to review this complaint to understand that I'm a true believer that the Revdex.com is not just a agency name it is a trust worthy organization thats true to it mission.
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: the master tech at pepboys lied for those repairs there was no leak on heater core nor was thermostat needed replacing. I was scheduled for sunday and I did not refuse repairs. I had 2nd mechanic from a local shop check my car when I blew engine I have mechanics note stating the very next day where the real leak was and that the heater core and thermostat is fine. I have replace engine since then and I still have the same heater core under my car AND I ASSURE YOU IT IS NOT OVERHEATING NO MORE. BEACUSE I HAD TOOK IT TO A REAL MECHANIC.
Regards,
[redacted]

The Pep Boys in Homewood is terrible in customer service. On Wednesday, April 27, 2016 I went to the store to get a headlight bulb for my car. I was the only female in the store at the time. I approached a worker by the name of Daniel and told him that I needed to get a bulb for my car. He said ok. While helping me another worker bought another customer up that happened to be a male and Daniel immediately stopped helping me. He didn't tell me to wait a few minutes or any kind of communication. He just totally disregarded me and started helping this other guy. After about 10 minutes another worker by the name of Larry came up and asked who was next because a line had formed. I 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 service. Daniel then turned to me and started arguing with me saying that the guy had been first. Larry then apologized and said that he could help me. He asked to see my car to make sure he got me the right bulb. While we were walking he explained to me that he was one of the area managers and would handle the issue that I had with Daniel. He also tried to see if a mechanic could put my bulb in but they couldn't at the time. Larry 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, 2016 I called Pep Boys and asked if the had any open slots so that I could bring my car in to get my bulb replaced. I 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 6 then they would fit me in. My 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 noon. A 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 6pm. I said ok. When I arrived there Daniel was there again at work. He was helping someone but looked up and saw me and went back to helping the customer that he was with. By the time he got finished another guy was standing next to me. Daniel then disregarded me again and asked the guy standing next to me could he help him. The customer told Daniel that I was next and Daniel just kind of smirked and I told him that I was there for an appointment. He 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 day. I explained to him that I spoke to Tim and he was the one that said I could come. He then said in a sarcastic tone that Tim was gone and I wouldn't be able to get an appointment for that evening. I then went to the check out counter and asked for a manager. One of the managers came up and I told him about my issue and the issues that I had been having with Daniel. He then apologized and said that they could get me in but it would be a long wait. I told him that wasn't a problem. Another serviceman came up by the name of Joel and the manager told Joel what happened. Joel then started saying that I couldn't be seen either and that Tim shouldn't have told me to come because they were busy. I told him that I had driven 30 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 issues. Joel 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 customers. I 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 department. I 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 left.
I have never been treated so badly by a business. This is not the way to treat customers.

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 Specialist Pep Boys 3111 West Allegheny Avenue Philadelphia, Pa 19132 Phone:  ###-###-#### Fax:  ###-###-####

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

Robin_S[redacted]@pepboys.comApr 27 (7 days ago)Dear [redacted], We are in receipt of the rebuttal sent to your office by [redacted]. We again apologize, however we found no wrong doing on behalf of Pep Boys and our prior response stands firm.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 March 10, 2015 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">The Service manager has tried several times to reach [redacted]. We ask that [redacted] contact our South Orange Ave location and speak with Rick who is the Service manager, and would like the opportunity to address [redacted]'s 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

Dear [redacted],
We are in receipt of the complaint sent to your office on November 14 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our...

facility.We apologize for the delay. [redacted]'s gift card has been sent.
We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns.
Regards,
Robin S[redacted]
Customer Care SpecialiPep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

I made an online appointment for 10 am , I was in 15 minutes early. Was informed it will take a while, I asked a tine range, Edwin would not give me a time range. I reminded him I made a appointment a 10 am appointment, he said there were nany 9 am sppointments. I asked why when on thrir website it just gives you an sppoitnment by the hour and diednt say there would be miltiple sppointments eithin that hour. I folliwef sfter 2 hours snd was informed thst my car was next, itd been 4 hours my car in not in the bay yet, and they 3 empty spaced fro previous car worked on. Btw, we are from out of town visiting a friend at the local hospital. Still waiting , there is no sense of urgency, everyone is procastinating and the front people gave the buggedt ego with no vustomer service skill at all. They make u feel they are doing you a huge huge favor and so dont follow up , we are pretending to be busy! Who pays for the service? Customers! Duh !
Fire them!