Pep Boys

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:  ###-###-####

[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]

[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]

Dear [redacted],
We are in receipt of the complaint sent to your office on August 3, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted] was contacted and offered a 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 Phone: ###-###-#### Fax: ###-###-####

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
Mr. [redacted] was...

contacted by the manager. Mr. [redacted] advised the manager that he had already purchased a new tire. The manger offered to give a partial refund.
We apologize as well as thank Mr. [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 September 23, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our...

facility.The service manager is working with [redacted]'s daughter to get the issue resolved.
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 April 30. 2014, We would
like to apologize to **.[redacted] for any inconvenience she may have...

experienced at
our Pep Boys facility. The car fax report
was corrected on April 30, 2014 We
again apologize as well as thank **.[redacted] for allowing us the opportunity to
address her concerns. Regards, [redacted] Customer Service
Coordinator

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.
In order to further assist [redacted], we will need [redacted] to provide us the location she visited. Once we receive the location, we will than begin our resolution process.

Regards,
Robin S[redacted]
Customer Care SpecialPep 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.On Friday Feb 20, 2015 Customer had [redacted] tow her vehicle (2006 [redacted]) to [redacted] Pep Boys [redacted]. Philadelphia, PA [redacted] .We called customer to ask what was wrong with the car, customer stated the car didn't start at all. Unfortunately the tow driver ill-advisedly unloaded her car at the bottom of the hill at the side rear parking lot as there was an abundant amount of snow on the ground. In an attempt to service the car 7 mechanics tried to push her car up the hill to no avail. Due to slippery conditions causing possible injury/even death for our associates, we aired on the side of caution to bring vehicle in the next day after the snow plow cleared the driveway.
First thing in the morning on Saturday, 2/21 Our Master Tech of 25 years experience was assigned the vehicle. The tech noticed that a tech not associated with Pep Boys was working on the vehicle before him and continued the evaluation for the crank/no start. At the end of the evaluation our tech found the issue to be the fuel pump in the vehicle. An estimate was communicated to customer of approx $790.00 including genuine [redacted] outside purchase fuel pump, gasket, additional parts and labor. Customer agreed to the repairs and authorized the work to be completed. The work was completed and the customer was notified to pick her vehicle up. Customer paid invoice #[redacted] in the amount of $789.30. The customer came back in the store to notify the assistant service manager of her concern of the dash lights being out, backup camera not working, radio and heater display not working. The customer was informed that our instructions were for fixing the no start, not for fixing any additional issues with the car however our ASM saw this opportunity to be proactive and go beyond the call of duty to take care of our customer, so he brought the vehicle in to the shop to confirm the issues the customer stated. The Assist Service Manager, confirmed that the items the customer wasn't working and that we could have her bring the vehicle back to evaluate the additional issues that she mentioned. Customer left with the vehicle. on 2/21 around 7pm with an appt for 2/22. Please note* The car was brought in not running so there wasn't a way for us to confirm that the additional issues this customer was stating wasn't from a prior time period. However, being the customer centric facility and company that we are, we gave the customer the benefit of the doubt by extending an evaluation free of charge* ($44.99 value) to diagnose the additional problems
On Sunday, 2/22 the customer did not show for appointment, and we only received an answering machine upon our calls.
On Monday, 2/23 the customer submitted a complaint. Our service manager call the customer on 2/23 and didn't get an answer. the service manager attempted to call the customer back again and received answering machine again.
On Tuesday 2/24 the service manager was able to schedule a time for Saturday, 2/26 for the customer to come in for the *Free of charge electrical evaluation.
On Saturday, 2/26 the customer brought her car in to our shop Work Order #[redacted] for the evaluation* free of charge (44.99 value), however this time she brought another additional complaint being the fuel gauge wasn't working properly. Our Senior technician worked on the vehicle once again and found evidence (missing fuses, fuse panel on the floor of the car...etc..) that another non-Pep Boys technician was working on the vehicle again. The technician promptly told management. The Service manager authorized resuming the electrical evaluation and authorized an additional evaluation *Free of charge again ( $89.99 value) for the fuel gauge. After our evaluation of the fuel gauge the tech needed fuel in the vehicle in order to troubleshoot it as it was on empty. We once again, we accommodated our customer this time *free of charge in the amount of $30.00 (fuel). After, the evaluation the tech saw the gauge working properly. Customer picked up the car at 10:17am.
On Friday 3/13 the customer called again. This time the customer says that she wanted a refund on her original battery. We received a directive from our upper management stating she was to get a refund for her battery. The service manager then called the customer to come in to receive a refund on her original battery* aprox.($125.00). Service Manager called the customer to come in to get the refund on the battery. She stated she would be at the store on Monday 3/16.
On Monday, 3/16 customer came in to get refund but also stated that the fuel gauge wasn't working still. The service manager in order to facilitate good faith, accommodated her with another *free of charge service (89.99 value) AND a free oil change (34.99 value) to win customer back. Our tech noted that at this time the tank was only half filled. The tech needed the tank to be filled again with gas. We accommodated our customer again *free of charge and filled her tank with $30.00 of fuel. The needle moved to the full position and we tested the vehicle and also idled it to use some fuel enough to notice that the fuel gauge was working properly. Work order #[redacted]. Later that day the customer submitted a complaint to the Revdex.com
On Monday 3/23 the customer opened a complaint stating that the fuel pump still wasn't working properly.
We at Pep Boys try to give each and every customer an excellent experience shopping inside the store to servicing their vehicles, and this situation is an example of just that. We fixed the crank no start issue as she is driving the car currently. The customer brought her car in on a crank/ no start the customer doesn't even know if the problem that caused her crank no start attributed to the issues that she is explaining, let alone trying to insinuate that we caused damage to her car. I feel as though we should offer an apology that this is happening to her car. In addition we tried multiple times to take care of our customer in line and above the guiding principles of Pep Boys. Accommodating [redacted] with for approx . $444.00 in services/refunds/and good will gestures would be a great example of going above and beyond for Customer Service for our customer.
Again we have been more than amicable to [redacted], services were rendered, vehicle's fuel pump is functioning, however we are denying any further refunds.
 
Regard,
Robin S[redacted]
Customer Relations Specialist

Dear [redacted],
We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted] We apologize for any inconvenience Ms . Ervin may have experienced at our facility.
dir="LTR">The Service manager addressed [redacted]'s concerns and offered a refund, which [redacted] did accept.
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 **. [redacted] on April 3, 2014. We would like to apologize to **. [redacted] for any inconvenience she may...

have experienced with our rebate process. We contacted our rebate department and the explanation for the mix up was that the tires that **. [redacted] purchased at the time/date were not part of the rebate until the following month, however **. [redacted] did purchase the total package and she would qualify for the rebate the following month. Our rebate department will process her rebate, it will be sent to the address on her original paperwork. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Robin_S[redacted]@pepboys.comApr 27 (7 days ago)to me Dear [redacted], We are in receipt of the complaint 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

Dear **. [redacted],
We are in receipt of the complaint sent to your office **. [redacted] on February 24. 2014, We would...

like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.
**. [redacted] has been given a refund as requested.
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 website says that they will replace headlight bulbs for about $10. I am a female and needed my bulbs replaced. When I first approached the service desk, a female employee was assisting me. She was in the process of typing up the work order when a male manager approached her and told her she was doing it wrong. She needed to charge me a different way. He then informs that it will cost me $50 per bulb to replace my headlights because they will have to remove my front bumper, go in through the wheel well and remove the entire headlight fixture to install. As this is not my first time replacing bulbs in this vehicle, I told the manager that you do not need to do that. You can replace them by going in through the engine compartment, like most vehicles. He explains to me that this is how they do it here and again says it will be $50 per bulb. I walked out.
I feel as though he tried to exploit me as a female customer into unnecessary work/labor costs thinking I didn't know any different.

Dear [redacted], We are in receipt of the
complaint sent to your office by [redacted] on April 29. 2014, We would like
to apologize to [redacted] for inconvenience she may have...

experienced at our
Pep Boys facility. The service manager would like to issue [redacted] a
store credit. We ask [redacted] return to our facility and see the service
manager.We again apologize as well as thank [redacted] for allowing us
the opportunity to address her concerns.Regards,
[redacted] Customer Service Coordinator

Dear [redacted],
We are in receipt of the third rebuttal sent to your office on by [redacted] .
Our prior response, states [redacted] return the brakes to the same location for a refund on the parts only.
We will have no further communication on this matter.
 
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:
Regards,
[redacted]

Dear **. [redacted],
We are in receipt of the complaint sent to our office by **. [redacted] dated March 5, 2014, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility. 
To further assist **. [redacted] we will need the...

Pep Boys location she visited. Once we receive the requested information, we will then begin our resolution process. 
Regards, 
[redacted]
Customer Service Coordinator

On July 28, 2016, I visited Pep Boys store #0180 (1802 Hempstead Turnpike, Elmont NY) in order to pickup an online order consisting of two 5 quart jugs of motor oil and one oil filter (order #870275919). While the associate who went to get my items from the back of the store was kind and courteous, the cashier (cashier #293604 at register 102) deployed a deceptive sales tactic that should be reprimanded. While paying for the items ordered, she took it upon herself to add an additional item (a multipurpose funnel) without asking for my consent to add such item to the order. As the item cost only $1, I did not initially recognize that she had done this while paying the full bill which did not show up itemized on the credit card machine screen, only the total amount due was showed. After payment was made, she handed me the receipt and plastic bag containing the oil filter and the funnel. I had initially thought she had thrown it in for free as I walked out of the store with my purchase. After getting to my car, I decided to check the itemized receipt which indeed show a charge of $1 for the funnel. I immediately returned to the store to inquire if she had asked my consent for adding the item to my purchase and her response was "it's an add on item". I returned the item and she gave me a cash refund.
While in this instance, the item was only $1, this was still a deceitful and unprofessional sales tactic. I would like to think that your cashiers are trained to only add additional items to a sale after expressly confirming with the customer that they would like the item and agree to the additional charge. Your employees should not assume that a customer needs an item and add it to their purchase without asking.

[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: a refund was NOT given. 
Regards,
[redacted]