Pep Boys

After the 3 weeks that I have been waiting for a response from the pep boys company a lady named Robin had finally contacted me from their corporate office apologizing for the situation that they have caused and not getting back to me sooner. They did say that upon my faxing over the bank statement to their business they will refund the charges however it should have not taken 3 weeks and for me to file a complaint for them to do something about this and for someone from their office to act like my complaint wasn't valid saying "pep boys is a large business it's not like giving you the $650 or so that you're asking for a refund will kills us". The customer service there is horrible. Ms. Robin even said that she had played back most of the phone conversations that I have had with certain agents there and couldn't believe the unprofessionalism that was going on. I am still waiting for my refund and for the additional charges for my late bills that have escalated because of their original charge. Robin said that she is waiting for the Financial department to contact me and that was 4 days ago. It has been 4 weeks now since the original complaint was filed with them and still there is no end solution. 
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. 
Regards,
[redacted]

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

January 31, 2015 [redacted] came to our facility with the wipers not working, we did a diagnostic and found wiper crank arm broken. [redacted] approved the repair.
On May 9,2015 [redacted] returned with the wipers not working, this time we found that the wiper transmission was bad. [redacted] declined the repair. After [redacted] filed this complaint the manager did speak to her and they agreed that [redacted] will pay for the part and Pep Boys will install the part at no cost.
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 29. 2014, We would
like to apologize to **. [redacted] for inconvenience he may have...

experienced at our
Pep Boys facility. **. [redacted] was offered a free replacement of his rear
shocks, even though the labor had expired. When **. [redacted] came in to have his
struts replaced the technician could not reproduce his symptoms and did not find
any leaks from the rear struts. **. [redacted] was offered to replace them anyway,
but he took his vehicle and declined our offer. **. [redacted] was advised that we could not find a reason for the
struts to leak the way they did after the first time they were replaced.
All of the suspension on **. [redacted] vehicle
was fine and no problems were found. If the struts were leaking again the same
way then there is an outside force causing them to leak.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 March 27. 2014. We would like to apologize to **.[redacted] for any inconvenience he may have experienced...

at our facility. **. [redacted] was contacted and offered a full refund.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:I would like to clarify the response made by Robin S[redacted].
I came into the PepBoys facility in [redacted], MI and dropped it off in the morning for an Oil Change and Tire Rotation. I was called hours later and told there was a problem, I was told that the vehicle was started without any oil causing severe damage. When me and my father talked to one of the other managers, we were told when they replayed the video of the incident, that a technician brought the vehicle into the shop, raised it up, drained the oil and walked away, then came back and rotated the tires, dropped it back down and took it for a test drive like they would normally do, then said that they ended up having to push my vehicle back into the shop because it had seized up.
For the oil leak issue, yes my old engine did have a small oil leak due its age, but the newer engine should not have an oil leak, that is noticeably worse. If the engine was inspected properly, and installed properly there would and should be no oil leaks. (What I am understanding from that response is that, a proper job was not done installing the engine). I was told by the service manager that the place where they bought the used engine, would not fix this issue under the warranty. I was told that PepBoys would at best, split the cost of $640.00 with me, meaning I would have to pay out of my own pocket for expenses that I should not incur due to an issue not caused by me. (I also feel that $640.00 is a bit of a stretch, due to the engine they purchased only costing approx. $400+, I dont see how fixing an issue costs more than a used engine)
I was told by the service manager and technician that worked on my vehicle that I would have to buy a new radiator due to mine deteriorating from old age. They said they wanted it in before the newer engine arrived, so I went out with my own money and purchased a new one and brought it to them. I was told repeatedly that they did me a favor by installing it for free, even though to remove the engine, you HAVE to remove the radiator, so the cost of installation would not apply due to them having to remove and install it anyway.
I was told by the service manager and technician that worked on my vehicle that they recommend I get a new exhaust manifold due to mine being cracked. They wanted me to go buy one if I wanted to and have it before the engine came in. I bought one at my own expense and brought it into them. They also again repeatedly kept telling me that did me a favor by installing it for free. In reality I did them a favor by buying a new one, it saved them a lot of time not having to try and remove my old exhaust manifold from my old engine.
For the sensor, my dash gauge for my temperature, before I brought my vehicle in, it always read at 200 - 210 degrees when my engine was running, which is the average running temp of my vehicles make and model and year. Now my vehicle, when just turning the key, will jump my temperature to over the red zone of 260 degrees. So I am unaware if my vehicle is overheating or not, which could be dangerous. I was told they replaced the sensors and switches, and was told that the first ones they tried showed a low temp, then the others showed a high temp. They said it must be a wiring issue inside the dash, and was told if I wanted they could look for the issue but would charge the standard rate, and it could take 1 - 3 or more hours. If PepBoys would look into my service history of my vehicle, they would see I bring it there for everything. So if this was an issue, I would have had my vehicle in there to be fixed IMMEDIATELY, but since this was not an issue, there was nothing to fix.
Also, if curious why I did not leave my vehicle at PepBoys, it is because I was threatened that if I did not come pick my vehicle up within 7 days, that the service manager would call the police and report my vehicle as abandoned and have it towed away and I was told that he did not want to waste anymore time on my vehicle. Now that does not seem very professional in my opinion and definitely is not you would expect to hear from a manager.
So now, my vehicle sits at my residence, after 1 week of driving, ill have about a approximate 12x12 area of oil on my driveway. With my old engine, after 1 week, I would have approximately a 4x4 area of oil on my driveway.
There also seems to be an idling issue just noticed recently, where every so often when my vehicle is stopped for a long period at a stop light, the idling drops from its average 1,000 RPMS, to around 200 RPMS, which causes the vehicle to emit a rattle noise. I would assume that my idle was not re-adjusted to the newer engine that was installed, and was just left with whatever it was at.
I would also like to state that PepBoys usually has you sign a form either when you drop a vehicle off, or pick your vehicle up. No one had me sign anything either time, so I am 100% not responsible for any actions that were caused by PepBoys recklessness behavior. 
I feel as if a new Engine was installed to begin with, then PepBoys would of not had to order 2 engines, due to the first being bad, and the second having issues.
I am looking to get this Oil Leak Fixed, Temperature/Coolant Sensor/Gauge Fixed, and the Idling Issue Fixed.
Now, being told earlier about how PepBoys does not want to "waste anymore time" on my vehicle, PepBoys could look into there book that shows approximate times for repairs, and could write me a check for what they think a fair reimbursement price would be and I would take my vehicle to a different Authorized Dealer/Repair Shop and have them fix the vehicle properly.
Otherwise, on my time when I am available, PepBoys could work on my vehicle in a proper fashion and fix these issues at their cost without need to write a check to me.
I really appreciate your initial response, and look forward to your reply.
Regards,
[redacted]

Dear [redacted]
We are in receipt of the complaint sent to your office on March 3, 2015 ,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
[redacted]

Dear **. [redacted], 
We are in receipt of the complaint sent top your office **. [redacted] on January 23 2014, 
**. [redacted]'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 on March 12, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">On January 10, 2015 [redacted] was driving her vehicle when the power steering belt broke. The Service manager went out to look at the vehicle to confirm the belt had broken, at that time it was found the vehicle was driven without a belt which means alternator not charging, power steering pump not functioning with fluid manually forced through the power steering unit with each turn. and battery completely discharge
We pushed the car into the shop bay and replaced the broken belt. No one knows the condition of the power steering pump, after the belt broke it came in with no belt and vehicle not running. With the new belt on the power steering pump was making a humming sound on turns.
We believe the power steering pump was damaged at the time the belt broke. We found 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 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] dated June 12, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was contacted and offered the requested 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

[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. 
Regards,
[redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on April 28, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility. 
**. [redacted] was contacted and asked to return to our facility for 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 complaint sent to your office on November 13 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was contacted and offered a refund for the tire installation.
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 12, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[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
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted],
We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

came in to our facility and stated his vehicle had an over heating issue.. The technician looked at the vehicle and recommended a heater core and thermostat, [redacted] declined these repairs. [redacted] was also advised that there was antifreeze on the floor of his vehicle.
The technician told [redacted] that he could bypass the heater core hose to stop the coolant leak and that he would not have heat if he by passes the heater core hose, [redacted] agreed to this.
We find no wrong doing on behalf of Pep Boys and will not be responsible for the repairs needed. Attached is a copy of the work order, under General Comments it clearly states [redacted] declined services needed.
We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..



 
0892_001.pdf


Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132
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: I was never contacted by anyone and advised that a refund was in the process.Regards,[redacted]

Screen shot attached.

Dear [redacted],
We are in receipt of the complaint sent to your office on October 14, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced with our online ordering.
dir="LTR">We apologize for the mistake of cancelling the wrong order and we would like to send [redacted] a check for the amount of $146.51 and hope that he accepts our apology and is willing to give Pep Boys another chance in the future.
A check will be mailed to [redacted] to [redacted]CA   
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

[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 your office on February 25, 2015 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">[redacted] was contacted and advised that we could not find any history for this repair when speaking to [redacted] he also could not produce a work order or receipt. We asked [redacted] to bring the plugs in so we could see them and determine if they are our parts.
At this time we are waiting on [redacted] to return with the above request of a receipt and or the parts for review.
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

My son had his 4RNR towed there by [redacted]. The [redacted] driver warned him that they would charge way too much, but didn't think he'd find any place else open on July 4th. We agreed, but had no idea they'd charge $500.-- for changing an alternator!!! $20 of it was to agree it was the alternator. $275.-- for the alternator!!! $30.-- just for labor to change the battery terminals. I talked to the service manager & the store manager and they think these are acceptable prices. I feel ripped off. I should have gone back to ** *, like my 1st thought, but the car was only a block from Pep Boys.