Pep Boys

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.
Below is our response given by Upper management at this locatiion.[redacted] came in for service due to a no heat/coolant loss concern. The cooling system evaluation revealed the source of the problem, the radiator was cracked and the thermostat was stuck in the closed position. The customer authorized the repairs which included the replacement of the radiator, thermostat and a cooling system flush. After the repairs the car now had heat in the cab and it was no longer leaking antifreeze. A couple of hours later after the pick up of the vehicle the customer called the shop to let us know that the car was not moving even though the gear selector in D (drive). We immediately arranged the pick up of the car and had the car towed back to the shop. Once in the shop we were able to determine the problem, one of the transmission lines had come loose from the radiator. The transmission line was put back into place and the transmission fluid level was brought back to the proper level. The transmission was now slipping and the car was "shaking" while driving. We took responsibility for the damaged done to the transmission. We apologized to the customer and assured her the repairs to the vehicle and rental car fees would be taken care of by Pep boys. A replacement transmission was installed in the vehicle at no cost to the customer. The vehicle was test driven by several miles and it was given back to the customer in proper working order, the car experienced no more problems at all. The vehicle is over 10 years old and with over 100.000 miles, other components of the vehicle will fail due to age and normal tear and wear. We cannot be held responsible for damage to other vehicle components of the car, specially those components that are not related to the repairs we performed. Starter failure is common on a vehicle over 10 years old and is not related to any of the repairs we did to the vehicle.
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]e,
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]...

was contacted and a refund check was sent to [redacted].
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
Fax: ###-###-####

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on February 4, 2014. We would...

like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The area Director has tried to contact **. [redacted]. We ask that **. [redacted] contact him and make arrangements to bring his vehicle in, so we can have the opportunity to address the issue and decide if a refund is warranted.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 July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">Our associate who spoke to [redacted] , quoted him the price of $474 and specifically stated that this was before taxes. We took some labor and other things off the ticket ,so we didn't have an exact price at the time to give. The customer later stated he wanted to add the extended labor warranty which was an additional $31.92.
The associate tried to speak to [redacted] and resolve the issue with the miscommunication with the price quoted, but [redacted] was not hearing it, and several calls were made to reach [redacted] but we were unable to reach her. We also reviewed the CCTV video and did not see any thing that accured that would have damaged the fog lights.
We did offer the difference back, but this was also declined. If [redacted] would like to accept the offer she can return to our facility for the refund.

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
Fax: [redacted]

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">The vehicle was left on our lot after closing time. The vehicle had to be pushed in to our shop. The vehicle was placed in our #3 bay, that is a rubber padded lift with no adjustments that lift the vehicles from the frame. After [redacted] had called and stated that we had damaged his vehicle, the CTV was reviewed, we found no wrong doing on behalf of Pep Boys.
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]

---------- Forwarded message ----------
sans-serif;">From: [redacted] <[redacted]>Date: Tue, May 13, 2014 at 2:28 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] per the email request, I am notifying your agency that the business did reach out to me today and have agreed to refund $150 of the $700.
Thank you for taking the time to review the complaint.
[redacted]

They have ripped me off so many times when I was single. I'm a women who had no clue about cars. So, thinking these people were honest, I agreed to have many things done to my car to fix problems I wasn't aware of. My dad came to visit me who once fixed cars, was shock to see nothing was actually fixed! I dropped almost two grand for nothing. I was so sad that they would have done that to me. I have brought it to their attention and have not offered to fix the problems that they supposedly fixed before. A good trust worthy mechanic is hard to come by.

Dear Mr. [redacted],We are in receipt of the complaint sent to your office on March 10, 2015 by Ms. [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.Ms. [redacted] came into our store in January of 2012, she had a 4 step fuel induction service done, valve cover gaskets done, and her EGR valve replaced, repairs she paid for. Ms. [redacted] came in the very next day with issues with her vehicle and driving poorly. At that time the issue was found to be the Knock Sensor, which was replaced free of charge to the customer. Five months later Ms. [redacted] returned to our location for an oil change and a check engine code pull. Nothing further has been done on her vehicle since. After contacting Ms. [redacted] and personally speaking with her, she stated she knew that based on the time frame that has elapsed between now and when the work was performed on her vehicle; that nothing could really be done. She was upset that she had to replace a sensor that had been replaced 3 years prior, and when the shop doing the repairs for her mentioned that a wire had been spliced in for the knock sensor, she felt that the work performed by pep boys three years prior wasn't to the best of workmanship. She closed in saying that she understood that there was little to no compensation to be offered and that is why she didn't contact Pep Boys directly, and she was not looking for further contact from Pep Boys at this time. She also stated that she wouldn't request for any services from Pep Boys in the future. We again apologize, as well as thank Ms. [redacted]  for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa 19132
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Dear [redacted],
We are in receipt of the complaint sent to your office on August 8, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

was contacted and advised to return to our facility and we will do the necessary repairs at no charge. We are waiting for [redacted] to return.
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 July 16, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our...

facility.[redacted] came in for a diagnostic. Technicians looked at the vehicles and while [redacted] was there they suggested replacing the igniter. Once the new ignitor came in they put it on the car and the car still would not start. The technician went to the next step in the diagnostic tree and that's when he found the fuse block melted. There was a manager change and the new manager was not told about the vehicle, so he did not follow up with [redacted]. When she arrived at the location asking questions the new manager addressed her and found the technician to have them explain what was going on. They explained what they found and she immediately started to accuse them of causing the damage. The location tried to explain that there was no way of causing the damage to her vehicle and that is most likely related to the issue her husband originally started to work on. It was explained that the vehicle was towed in not running, when we diagnosed the vehicle, we found other issues that could be causing the vehicle to not run. At the end, [redacted] is claiming that the issue was caused by the technician which is unfounded.
[redacted] had tried multiple times to repair the vehicle before having the vehicle towed to Pep Boys. No one really knows what all he's done to the vehicle however, the technicians, James and Jason, both agree that there is a major electrical issue with the vehicle and that it needs to go to an electrical shop.
We have tried to accommodate [redacted] and apologized for the mis communication, however we do not feel mis communication warrants us to repair her vehicle for free.

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
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 find it almost impossible to believe that I had been driving the car with no problems at all until 15 miles after leaving pep boys. The manager refused to let me view the video that he states showed no one lifting the hood, however if that was the case, why can't I see the video? There was NOT a clay like substance in my radiator, although it did need flushing, it was NOT THAT BAD! I keep an eye on it, and can have a certified mechanic who the car was towed to testify to that fact. Really, 15 miles after leaving your shop and this is suppose to be a COINCIDENCE?????
Regards,
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated April 28, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">Vehicle came in not starting ,we repaired opened circuit for the crankshaft sensor. The Master technician repaired the circuit connection and the vehicle started right up. We than recommended [redacted] take the vehicle to an after market alarm facility since his vehicle had an issue with the front passenger side light staying on due to an after market alarm setting and draining the battery.
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,
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 23, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys...

facility.[redacted]"s concerns were addressed and the complaint was resolved.
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: ###-###-####

Our car starting making a noise (muffler) after driving on cobblestone streets for several days. We made it to a Meineke , but it was near closing time. They looked at it and could find nothing major and told us it would be fine to drive back to Pittsburgh. We took the car to our local Pep Boys the following morning and called us with a $2200 estimate. This sounded a little fishy as they had recently inspected it and found nothing. We told them to hold off as we wanted another estimate. We took our car to a local, independent muffler garage. He told us that we could wait while they checked it over and got an estimate. Fifteen minutes later.....$16 for two loose bolts! This isn't the first time that they have pushed/scared us into buying expensive extras, but it is the last time. They are scamming their customers.

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.
[redacted] returned...

to our [redacted] location,her concerns were addressed. We apologize and will address the team at our [redacted].
We apologize as well as thank [redacted] for allowing up the opportunity to address her concerns,
Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]

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.
Today June 19, 2015 [redacted]...

[redacted] has his vehicle back at our shop. He has received a refund for the brake service rendered and is now having struts replaced. [redacted] is satisfied with our resolution.
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

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.[redacted]'s case is being handled by our claims department, her claim number is [redacted]
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 rebuttal sent to your office by Ms. [redacted]. Ms. [redacted] did return to our facility on January 25, 2015. the manager on duty wanted to write up a work order and inspect the vehicle, but Ms. [redacted] would not allow that to happen, she was just requesting a refund.After we rendered the prior repairs her vehicle was running and not overheating.  Ms. [redacted] continues to drive the vehicle.Our offer still stands to have the vehicle inspected and find the problem if there is an overheating issue. Ms. [redacted] can make an appointment  and the Area Director will make sure he is there for her appointment and inspect the vehicle himself. The request for any refunds are being denied.Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]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 here is the information they need:
the Pep Boys location is at [redacted], Comstock Park MI [redacted].
Regards,
[redacted]