Pep Boys

[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 car was dropped off on Wednesday July, 2nd at around 8:30am, and was not available till the next Wednesday evening.  I reject the explanation that it was "miscommunication", it was and still remains bad customer service. I was given multiple different answers to the same question while the care was in the shop. I asked the Assistant Manager why the care was in the parking lot when we were told it would be ready (July 4th). The Assistant Manager said he "was not there" and that he didn't know the story of the car. I proceeded to ask him why the car was not being repaired, he became hostile and contentious. The assistant manager of the service department embarrassed me unnecessarily in front of his co-workers, and fellow customers. This company's response has been very disappointing. I will NEVER visit another Pep Boys again for any reason. I wanted to tow my car to another shop because of the excuses and poor customer service,  and I was told I could not take the car until I paid for the repairs..repairs that are covered under warranty (which is found online...and in the car's glove box). My car was being held and caused myself and other parties  undue stress because of the week long endeavor it took to have  a part replaced. I feel as though Pep Boys had almost 48 hours when the car was dropped off to contact the warranty company (Wednesday July 2nd @8:30am until the close of business on Thursday July 3rd). The service department did a terrible job of time management, and of keeping us informed. I feel like I was mistreated as a customer, and I was blatantly lied to by several people about the car.  I also reject the idea that the car was not "diagnosed". The person dropped the car off and said "my power steering is out" I'm very surprised that Pep Boys would replace a part that they didn't check first themselves. I am curious if they even test drove the vehicle, or if they just pulled it in and began changing parts?? I wonder how much more blame game they are willing to play? Everything that was done is covered under the warranty, why would a consumer take a car to a car shop with a warranty, and not leave it in the hands of the "professionals"? Where is the logic in that? I bought an extended warranty to cover repairs and parts, not to take a shot in the dark, instruct the shop what parts to replace WITHOUT their input/advice,  and then be without a vehicle for a week..all while still paying for the warranty..I would like Pep Boys to accept their negligence and stop putting the blame on other people, the holidays, the weekend, etc...the warranty company is online...and they were open that Saturday I believe..but they were also available all day Wednesday July 2nd, and also all day Thursday July 3rd...I take it was just convenient that nobody from Pep Boys called in those 48 hours and received the needed information, they certainly were not busy repairing my car obviously. 
Regards,
[redacted]

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 21, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have...

experienced at our facility. **. [redacted] came to our facility for a oil change. We changed the oil and topped off fluids, fixed a cap that was sitting lose. **. [redacted] did not request any other services at that time. He called and said his vehicle is over heating, the vehicle was towed back at our cost, we found a coolant leak, water pump leaking, and alternator defective. We advised **. [redacted] that the alternator was ours and we would warranty that part, but  **. [redacted] declined all repairs. A later day **. [redacted] picked up his vehicle. He than drove the vehicle with the needed repairs not done!! and the engine light came on. The Area Director and the service advisor both explained to **. [redacted] that Pep Boys only did an oil change and will not be responsible for any other repairs needed. We find no wrong doing on behalf of Pep Boys and no repairs or refunds are due. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

My experience with Pep Boys
9909 Pulaski Hwy
Middle River, MD 21220
(410) 686-3610
was horrible. The customer service is absolutely terrible, condescending and unprofessional. I am boycotting Pep Boys, I will not buy any auto parts from their store, nor will I have any service done, nor would I recommend Pep Boys to anyone. Yes, that is how awful I was treated and my overall experience was. On 9th of July I had my Jeep taken in for state inspection. I dropped my car off first thing in the morning, per the appointment I made, 8am. They did not complete the inspection until some 4 and half hours later. I was told I would get an estimate of any repairs that needed to be done. Close to 1pm, I show up, and there is no estimate. They told me they would call me that afternoon with an estimate. They never called. There is a list of things which failed inspection. The young kid working the counter was not knowledgeable at all. I asked several questions, and several times he went back to the service shop to ask the mechanic.
Here is the list:
Tint eval or removal (front driver's and passengers side tints)
Repair drivers seat operations
Parking brake warning light
alignment
restore rear lighting to proper operating condition
front o/e/m/ headlight assemblies (aftermarket, I was told they were illegal, then again, I was also told they had no low beams, which is not truth, the lights do have low beams)
rear center female seat belt latch
right rear female seatbelt latch
battery hold down
parking brake to hold vehicle
July 15th, everything was fixed (elsewhere, Pep Boys never gave an estimate and didn't seem at all interested in doing any of the repairs), except rear lighting issue, I took it back, early drop off couple hours before store opened; couple hours after store opened I get a call telling me they wont even bother with a re-inspection because of rear lighting issues not being fixed. They informed me that they would not fix it.
I pick up my Jeep. Same day take it to another service station. Pay out $230 for tail light circuit board and brake switch which solved the rear lighting issues. Take it back to Pep Boys for a 4pm appointment for re-inspection that same day. They fail me again. They claimed that one of the headlight assemblies (i switched out the aftermarkets with stock) was not emitting enough light. It was hazy. Whatever, easy restore. Also, they mentioned the headlight bracket hold down. They never mentioned that before. All the sudden that became an issue. They also said the parking brake didn't hold the vehicle. This was not true. I tested it my self just before dropping vehicle off. The parking brake held the vehicle perfectly. They backed off on the parking brake. I was very upset. Again, they told me they would not fix any of the issues at all.
I spoke with the store manager, a Mr. Kevin H[redacted] He acted very unprofessional and condescending. He arrogantly defended the terrible mistreatment and actually made accusations that if I had it fixed right the first time, there would not be a problem. On both the inspection and re-inspection, they did not mention anything about a Headlight Mounting Panel. That is what needs to be replaced in order for the headlight mounting bracket to be restored to original manufacturer condition. The store manager of Pep Boys actually told me I needed to replace the headlight assembly, this he told me in regards to failing my vehicle the second time, for something he did not fail the first time. We went outside so I could show him how the Headlight Mounting Panel and the headlight assembly are two different things. He was so pompous and discourteous. I ended up leaving, disgusted at the service, the attitude, and unprofessional conduct. I would not recommend Pep Boys for any reason whatsoever.

Dear [redacted],
We are in receipt of the complaint sent to your office on March 27, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
A refund...

check has been sent to [redacted] in the amount of $3635.26.
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

I am rejecting the response because my issue is still outstanding and no contract phone or email was provided for resolving. The Pep Boys location was on [redacted], TN [redacted].
The store id is: [redacted]
The workorder was: [redacted]

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

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] dated May 19, 2014. We would like
to apologize to [redacted] for any inconvenience he may have experienced at our
Pep Boys facility....

[redacted] was given a list of recommended repairs needed
on his vehicle. [redacted] approved some repairs, but declined having the Rear
Upper and lower Arm Rods, Tires and Rear shocks replaced. [redacted] continued to have issues with his vehicle due
to further repairs needed, that he declined while at our facility. Pep Boys
rendered the repairs approved by [redacted]. We find no wrong doing on behalf of Pep Boys and no refunds are
due.We 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
On January 25th the store manager sent Nathan the mechanic on duty that day outside to verify if the vehicle was over heating.  Nathan confirmed to the manager and then he proceeded to write a ticket for my vehicle to be fixed.  After 5 accounts of incompetence and unprofessional service I have every right to not want a 6th occurance.  I was not comfortable in have anyone from Pepboys repair my vehicle on the grounds of not having the problem solved for 5 times prior.  
I brought my vehicle there to show the manager that the vehicle was overheating which supported my reasoning for a refund.  
For the record, you do not know whether I am driving that vehicle or not.  That statement is complete untrue. 
I do not wish to have any of your incompetent employees at pepboys correct their mistakes or further cause them.  To risk having my vehicle continue to over heat was not a risk I'm will to take.  
I've paid for service that never was fufilled.  I would like a refund.  
Regards,
[redacted]

I went to the store, found [redacted], they only return me $19.6,
not the total amount on the receipt.
 I
never make any purchase of %19.60, nor have I ever know or touch the gift card
the clerk gave me.
 I
do not know what's wrong with the refund.
 Complaint: [redacted]
I am rejecting this response because:
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.The Manager addressed [redacted]'s concerns and offered to meet [redacted] half way  with the cost of the head gasket repair. [redacted] agreed, but is unsure what he wants to do with the vehicle. 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 [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 ...

contacted [redacted] advised the manager that the engine light was no longer on. The manager advised [redacted] that if the light comes back on to bring the vehicle in.
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
3111 West Allegheny Avenue
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:Peps Boys is responsible for the damage to my vehicle and did not comply with the terms of their warranty.
Regards,
[redacted]

Dear Ms. [redacted],
We are in receipt of the complaint sent to your office on January 13, 2015 by Ms. [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our...

facility.The store manager did contact Ms.[redacted], they both agreed on a refund of half the bill $ 276.00.A check will be requested and sent to Mr. [redacted] at [redacted].Boca Raton,FL 33428.
We ask that Mr. [redacted] allow 7 to 10 days for the check delivery.
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: ###-###-####

[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 NOT given a full refund.  I was given a partial refund only for the sensor and labor I was charged for that wasn't done.  I had to take the truck to another shop and have another diagnostic and more work done to make the truck right.  I was without the truck for 2 weeks and had to pay another $300.  AGAIN - the fact that I was charged by PEP for work not done that put my family at risk is unacceptable - even more unacceptable is I was never told the work wasn't done until my daughter drove the truck on the highway and it flipped from drive to neutral at a high speed.  I think it's only fair that I get the diagnostic fee back as well - if you want to claim I got a full refund - then I'll take that gladly - send the check!
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.The Service Manager did contact [redacted] he apologized and offered [redacted] a free oil change.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 19132

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated April 22, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] came to our location requesting a repair for her 2007 [redacted], it needed a catalytic converter.and a o2 sensor replaced due to the check engine light being on, as it turned out during the final step in the repair, the threads for the o2 sensor came out during the removal of the old sensor, not during installation, so we had to order a o2 re tap kit from another auto supply store, however, this did extend the completion time into the next day.
The stripped threads were not the fault of the technician or even the car, it just happens sometimes and cannot be predicted in any way, We did communicate this to [redacted] as soon as we knew it would take additional time and discounted the invoice $100.00 with this discount and the notification of the additional time needed, this would have been more than enough to allow for a rental car for 1 day.
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 May 11, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted] is...

correct a claim was opened #[redacted] and an offer was made. If [redacted] is disputing this claim offer, we ask that she contact Steve Shur in our claims department. ###-###-####
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 March 23. 2014. 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 team. If 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 concerns. Regards, [redacted] Customer Service Coordinator

Dear [redacted],
We are in receipt of the complaint sent to your office on April 11,2015 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">We apologize to [redacted] for the misinterpretation of the availability of the tire he was trying to purchase online. This tire is a discontinued tire and our inventory showed we still had three in stock, unfortunately the three in stock could have been in any of our 800 stores. We do apologize however we do not have any more of this particular tire at that cost to accommodate [redacted].
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 Mr. [redacted],
We are in receipt of the complaint sent to your office on February 19, 2015 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 19132