Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office on November 11, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">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

Dear **. [redacted],
We are in receipt of the complaint sent top your office  **. [redacted] on January 23,...

 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility. The Area Director has looked into **. [redacted] concerns with the store associates, and will advise the Service Manager to reach out to **. [redacted] and offer the refund she is requesting.
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 10, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility,
In order to...

further assist [redacted] with his concerns, we will need the store location he visited. Once we receive this information 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

Dear [redacted]We are in receipt of the complaint sent to your office on February 17, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] was contacted by the Manager, he apologized for the wait time and offered [redacted] a $25.00 gift card. [redacted] accepted the card and advised she would be in on April 1, 2015.We again apologize, as well as thank [redacted]  for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[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: Complaint: [redacted]I am rejecting this response because:
I am not rejecting the response just answering the question asked. The date was 12/23/2014 not September 23, 2014. The Pep Boys location is [redacted] [redacted], Colorado Springs, CORegards,[redacted] 
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: THIS WAS ALMOST SETTELLED I RECEIVE THE MONEY I WAS OVERCHARGED.IM GOING TO OVERLOOK THE TIRE PULLING TO THE RIGHT,AS I NO LONGER TRUST THEM.THEY WANT TO "LINE UP MY FRONT END AT THE SAME COST AS I WAS REFUNDED'GO FIGURE.
Regards,
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office on August 15, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.While we do apologize to [redacted] that our staff made him feel this way, we are still looking into this matter. [redacted] will be contacted by the appropriate person as soon as our investigation in this matter is finished.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..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]. Below is the response from the Area Director. [redacted] and I have spoken on several occasions about his concerns with his vehicle. I have denied his claim that Pep Boys caused his head bolts to be stretched causing his head and gasket needing to be replaced because of an oil change. I had [redacted] to bring his car back to the store for inspection of why his car was miss firing, leaking oil and overheating. We found that other mechanics were already trying to repair his car such as Tune Up, Valve cover gasket and other minor repairs that we noted on his original W.O. He allowed us to correct the mistakes from his other mechanic failure. However after picking up the vehicle a few days later he stated that it was overheating, again nothing to do with the repairs that Pep Boys performed. I had him to return to Pep Boys to diagnose his problem that’s when we told him that he needed to replace the head gasket. He gave the OK, to proceed with the repairs and that’s when Pep Boys saw that his head bolts were stripped into the block. We immediately contacted him to inform him of the issue that was found. The block would need to be replaced because of the stripped head bolts in the block. He insisted that Pep Boys oil change started all of his problems and had his insurance adjuster come out to inspect the issue. They stated that “The damage was normal wear and tear based on mileage”. His own insurance company denied his claim therefore he is going after Pep Boys to replace his engine. After speaking with [redacted] I showed compassion by offering to still help him with the repairs. I offered for him to source an engine and I would install the engine since he has been through a lot of issues with his vehicle. I made myself very clear to him that Pep Boys will not be sourcing an engine and installing it for free. Our offer still stands if [redacted] sources an engine, we will install the engine free of charge. Otherwise we will have no further communication with [redacted] on this matter. It is unfortunate situation, however we find no wrong doing on behalf of Pep Boys. Regards, Robin S[redacted] Customer Care Specialist Pep Boys 3111 West Allegheny Avenue Philadelphia, Pa 19132 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 by [redacted] on May 7, 2014, We would like to apologize to Ms.
Manard for inconvenience she may have experienced at our...

Pep Boys
facility. The
service manager spoke to [redacted] on May 8, 2014 both reviewed the video
footage of her vehicle and both agreed no wheels were removed. Only a visual
evaluation of the broken brake line done. [redacted] also shared after the truck was towed away from Pep
Boys on May 2, 2014 she authorized brake service at another shop. Front brakes
service and another brake line installed. We advised [redacted] to contact the
shop and request to review their camera, because of our footage confirming we
never removed any wheel and the fact that the services were performed at another
shop after leaving Pep Boys, therefore we were not the last to service the
vehicle.We again apologize as well
as thank [redacted] for allowing us the opportunity to address her
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] This order was not place online it was placed over the phone and its suppose to the exact same part for my car. The part wasn't returned because it was already at the body shop my car was already taken apart and the mechanic called the local pep boys and was told that this happens often with your company. I have already submitted an internal complaint and disputed the charge with my credit card company. The mechanic would have charged me several hours of repair to take off part and replace my old parts back on . my only choice was to see if the part could be re threaded and the body shop at pep boys in Waterbury ct said I would be reimbursed. Please provide contact number.

Dear [redacted],
We are in receipt of the complaint sent to your office on October 29 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our...

facility.The manager has attempted to contact [redacted] and address his concerns. The vehicle was picked up by [redacted]. [redacted] was given a huge discount and seemed fine with that.
We ask that [redacted] call the store and speak to the manager with any concerns.
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

Dear [redacted],
We are in receipt of the complaint sent to your office on October 31, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was given a full refund for the repairs that had to be redone.
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

Dear Ms. [redacted],
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 Area Director...

contacted Ms. [redacted] and Ms. [redacted] stated the dealer could not find anything that was related to the work that Pep Boys performed. Ms. [redacted] did not state what the dealer found.
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

[redacted],  font-family: arial, sans-serif;">
Dear [redacted], We are in receipt of the complaint sent to your office by [redacted] September 05, 2014. We apologize for any inconvenience [redacted]  may have experienced at our facility.[redacted]'s concerns were addressed and [redacted] did return for us to  we warrantee her brakes. 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 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: Statements in the business response are false. 1. During the initial repair there was never a mention of the steering shaft being bad, the steering pump was replaced and TWO sets of rack and pinion. Only after I returned four months later was I told by an off duty mechanic that he had informed the service manager of a bad steering shaft and no action was taken to repair or replace.  2. When the vehicle was returned four months (2000 miles) later with the same identical symptoms was when the steering shaft was mentioned and would be replaced for $300, I authorized the work but advised the service manager that I wanted to speak with him and the store manager about the replacement of the steering pump and rack and pinion when the problem all along had been the steering shaft. During this discussion with the service manager they agreed to charge me only for the steering shaft ($140) but that was all they could do because they felt the problem was a combination of the steering pump, rack and pinion and steering shaft. It is my opinion along with other subject matter experts that for all of these parts to fail is highly unusual and improbable.
Once again Pep Boys has failed to admit they were wrong in diagnosing and repairing this vehicle and that I was charged for parts that were not necessary.
Regards,[redacted]

Dear **.[redacted],We are in receipt of the
complaint sent to your office by **. [redacted] on May 9, 2014, We would like
to apologize to **. [redacted] for inconvenience he may have experienced at our Pep
Boys facility.
face="sans-serif" size="2">The Area Director contacted **. [redacted], to address his
concerns and apologize for the lack of Customer Service he received at this said
location. The Area Director will address the associate involved and also offer
**. [redacted] a refund. 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 rebuttal sent to your office  by [redacted].   [redacted] did contact our office this week and I personally spoke with her. I advised [redacted] that he rebate card would go out by Monday January 12, 2015.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

Dear [redacted],
We are in receipt of the complaint sent to your office on December 10, 2014, by [redacted] . We apologize for any inconvenience [redacted] may have experienced with our online web...

ordering.[redacted] was contacted and advised that a refund is in 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

[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. Thank you. 
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]
In reading the response from **. [redacted], some of the details are inaccurate, incorrect, and/or out of sequential order. The response states that **. [redacted] declined the repairs and advised the technician that he wanted to seek a second opinion. He did not decline the repairs nor advise the technician that he would seek a second opinion. On 3/13/14, a state inspection was done and repairs were recommended. Please note that some of the repairs recommended were not required for state inspection; although the technician told him they were required to pass inspection. In addition, at that time, the technician did not advise him that the car needed an engine. In other words, an engine was not included in the initial repair recommendations. He (**. [redacted]) did not tell the technician he wanted a second opinion and did not take the vehicle off Pep Boys property. On 3/17/14 or 3/18/14, **. [redacted] advised the technician to complete the recommended repairs. On 3/19/14, **. [redacted] and I picked up the car and was advised that the repairs were done. After leaving Pep Boys, within approximately one-two miles of Pep Boys, the car started to ride rough. Immediately, **. [redacted] called Pep Boys and was told him to bring the car back. We went back to Pep Boys immediately. A technician was not readily available. We left the car there for them to determine why the car was having further problems. That same night, they called **. [redacted] via cell phone and  advised him that the car needed an engine. As stated in the response, in speaking with the technician that night, the technician admitted that no diagnostic was done. If no diagnostic was done, how did the technician determine that the repairs initially recommended were needed? The repairs were over $700. A diagnostic should be been completed before repairs were recommended. The technician concluded that an engine was needed after the initial repairs were done. If a diagnostic was completed, it would have been determined at that time that an engine was needed, instead of or in addition to the recommended repairs. It wasn't until after the repairs were completed and paid for and we advised them the car was riding rough, that they said an engine was needed. Prior to that time, the technician never mentioned any engine problems. In conclusion, a diagnostic should have been performed prior to recommending repairs. Failing to do a diagnostic led the technician undiagnosing or misdiagnosing the need for an engine or any problem associated with the engine. In seeking a second opinion, it was concluded that an engine was not needed. The technician I sought for a second opinion advised I needed a timing chain, not an engine. After the repairs were completed and paid for, the car started riding rough within 1-2 miles of Pep Boys and we immediately brought the car back to Pep Boys, which is when they recommended an engine. I respectfully request that Pep Boys will confirm an accurate account of what occurred regarding the car. As mentioned above, some of the details in **. [redacted]'s response are inaccurate. In reading my response, please acknowledge Pep Boy's responsibility in failing to complete a thorough diagnostic prior to repairs, undiagnosing/misdiagnosing a problem associated with the engine, and failing to adequately inform us about needed repairs.
Regards,
[redacted]
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