Pep Boys

Dear [redacted],We are in receipt of the letter sent to your office by [redacted] on June 20, 2014. We would like to apologize for any inconvenience [redacted] may have experienced at our facility, and to your office for the delay in our response.[redacted] was given a full...

refund.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.Regards,

Dear [redacted],We are in receipt of the complaint sent to your office on January 29, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility,  rgb(34, 34, 34); font-size: 12.[redacted]7349px; font-family: arial, sans-serif;">[redacted] was contacted, the manager apologized for the time delay and the repairs were rendered.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 Ms. [redacted],
 
We are in receipt of the complaint sent to your office on April 11,2015 by Mr. [redacted]. We apologize for any inconvenience Mr. [redacted] may have experienced at our...

facility.
We apologize for any mis communication with the 30%off next purchase. We do appreciate Mr. [redacted]'s patronage and would like to invite him to use the 30% off any online order from now until May 2nd.
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

Dear [redacted]
We are in receipt of the complaint sent to your office on August 7, 2014 by [redacted]. A claim is handled by our claims department. If [redacted] is not satisfied, we ask that he notify the claims adjuster.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 on February 17, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility,
In order...

to further assist [redacted] with her concerns, we will need the store location she 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 her concerns.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
[redacted]
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] on August 28, 2014. we apologize for any inconvenience [redacted] may have experienced at our...

facility.
We took responsibility for the wheel and replaced it as a Customer satisfaction, his claim is being denied due to [redacted] not wanting to work with us on the repairs.
We find no wrong doing on behalf of Pep Boys and no refunds or further repairs 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 on November 4, 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 to your office on September 25, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">The Area Director did investigate [redacted]s claim and was not able to find a print out for the alternator test. The Area Director has advised the manager to contact [redacted] and advised [redacted] 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,
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 June 2, 2014, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility,
After [redacted] filed a complaint , he was contacted...

by the service manager. he apologized for the mistake, [redacted] does have a [redacted] battery in this vehicle . 
Once it was found that they charged [redacted]  for a [redacted] battery, but installed a pro start it was corrected. This was a human error . [redacted] was contacted  and the store manager wanted to offer the difference between the two batteries of $16.00. If [redacted] would like to accept this refund we ask that he return and speak with Artura the service manager. 
We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns. 
Regards, 
[redacted] 
Customer Service Coordinator
Disclaimer: The information contained in this communication is confidential and
only for the use of the intended addressee(s).  If you have received this
communication in error, any disclosure or use of such information is strictly
prohibited.  Please notify the sender immediately and destroy all copies.  Thank
you.

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.[redacted] was contacted and offered a refund. [redacted] accepted that 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]

[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.  I thank them for their resolution to the issue. 
Regards,
[redacted]

Dear [redacted] We are in receipt of the complaint sent to your office on November 3, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] came to our facility with an over heating issue. We checked her vehicle and found out that there was a problem with her Radiator.. At the time we suggested replacing the hoses and belts. Hoses were suggested due to there weaken condition and the belt because it was frayed. Clarence created the quote and explained to [redacted] her initial concern(replacement of the radiator. We suggested the hoses, and we would install at no additional cost...and didn't mention the belt(wasn't told she need on at the time)The quote we created DID have the extended warranty.. and I presented this estimate(less the belt to the customer)After Steve(Master Mechanic) had the vehicle torn apart, he noticed the condition of the belt and suggested replacement.. I created a quote, and talked with the Manager on Duty for the note(Jack) that we had an approval on the work, but a belt was suggested.We found out later that next day, that the belt was approved and the customer never asked for it... Jack Didn't charge [redacted] for either the part or Labor. After hearing of this, we tried to call [redacted] the following day to ensure she was okay.If [redacted] would like to go over the bill, we ask that she contact the store and speak to Alex the manager.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 rebuttal sent to your office on October 31,  2014 by [redacted].  We apologize for any inconvenience [redacted] may have experienced at our facility.If [redacted] feels his vehicle is not running properly, due to our repair, we ask that he return to our facility for an inspection  and diagnostic. We again apologize, as well as thank [redacted] for allowing us the opportunity to address his 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] on July 7, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys...

facility.The manager did contact [redacted] personally and the entire situation was a result of mis communications. The car was brought to us originally for a power steering pump replacement on the request of the customer "without" diagnostics. Once the pump was replaced at the customers request, it did not solve the problem. At that point we conducted our own diagnostics and found the rack and pinion was malfunctioning. The part was order over night and replaced the next day. After the test drive, we found the installed rack was defect and another was ordered. All parts have been replaced and the vehicle is now in working order. Due to the holiday (warranty group closed), weekend (warranty group closed) and the overnight shipping of parts, the work could not be completed immediately. The amount of time actually spent on repairs were accurate. [redacted] was only charged a small fee outside the warranty groups payment.
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 on July 17 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] did authorize the repair, he approved the work and paid the bill without question. We strive to keep our Customers happy and we feel if [redacted] would have given us the opportunity at the time of the repair, we would have had this resolved.
The Service Manager is contacting [redacted] and offering the requested refund amount.
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
Fax: 215-430-9849

Dear [redacted],
We are in receipt of the
complaint sent top your office **. [redacted] on April 14, 2014. We would like to
apologize to **. [redacted] for inconvenience he may have experienced...

at our
facility. On March 10, 2014 **. [redacted] brought this vehicle to our
facility with an overheating and no heat concern. Initial inspection we found
the water pump leaking. We replaced the water pump and the car was inspected
and road tested with no further indication of any issues. **. [redacted] returned with vehicle because of no heat
issue. The vehicle was inspected and found air in system. We should have
suspected a head gasket leak, but none was found and perhaps a more rigorous
test would have revealed it. On a follow up visit SM found the leak and advised
the customer. Customer brought the vehicle to the dealer for further
inspection. Initially, dealer indicated water pump was leaking due to wrong
bolts and screws. Service Manager visited the dealer to inspect their
findings. The water pump had already been replaced. The technician explained
they were not the wrong bolts, however, bolts were missing. The technician
gave the Service Manager the water pump. The technician had still not
discovered the head gasket leak. An Inspection of the water pump indicates all
bolts had been installed. Follow up condition report from dealer now indicates
both improper and missing bolts and an estimate up to $19,000.but the dealer
cannot produce wrong bolts. We spoke to the **. [redacted] on April 16,
2014. We reviewed the condition of his vehicle, the estimate from the dealer
and the inconsistencies with whether the bolts on the water pump were missing or
wrong. Discussed how a slow leak may not be discovered and no heat conditions
can be a possible indication of a head gasket leak. Based on this, offered a
refund of initial costs due to missed/misdiagnosis. Also offered to replace the
engine with used engine, **. [redacted] would be responsible for the engine at
our cost and labor less initial payment. **. [redacted] wished to consult his
attorney. And would call us back the next day. We again apologize
as well as thank **.[redacted] for allowing us the opportunity to address his
concerns. Regards, [redacted] Customer Service Coordinator

Dear [redacted], sans-serif;">We are in receipt of the complaint sent to your office on March 26, 2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] brought his vehicle in for an oil change and brake inspection.  The ticket was then issued to the technician who went to the parking lot to bring the vehicle into the service bay.  When the vehicle was started, it appeared to have a severe miss.  In fact it was so severe that the vehicle died trying to get it into the service bay. The  work was completed by the technician and the call was made to the customer that his vehicle was ready.  When he arrived, we asked about the misfire in his vehicle.  He stated that it did not have one.  We went on to explain to him what happened when we started his vehicle in the parking lot.  I told him that at no charge to him, we checked the engine light code that was on prior to us working on the vehicle.  We advised [redacted] we had found code [redacted], injector circuit open in cylinder #4.  There was also a code [redacted] that we could not determine what it was related to.  [redacted] stated that he did not ask us to check his engine codes, but the engine was running so poorly we did this under "customer service."  The technician and I assumed he knew his vehicle was running poorly.  When the technician and I went to the parking lot with [redacted], he stated that his vehicle had never run like this and insinuated that we deliberately did something to his vehicle.  We  advised [redacted] that did not happen and that we would be more than happy to look at his vehicle and attempt to fix it at a cost.  He continued to accuse us of intentional maliciousness which at that point my technician walked away.  He then called the local police department, who showed up, and told [redacted] that this was a civil matter.  I attempted to contact [redacted] several days later but he did not return my call.  The vehicle has a pre-existing issue with the number 4 cylinder and or injector or both.  The vehicles issue had nothing to do with the rear brakes or the oil change.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

Date Sent: 5/8/2014 4:12:48 PMDear [redacted],
We are in receipt of the complaint sent to your office by **. [redacted] on April 17. 2014, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility. **. [redacted] came in with a...

written estimate from [redacted] Tire for timing belt and water pump replacement on his 03 [redacted] with 87356 miles on it. **. [redacted] declined any further inspection and requested that we only perform the work listed on [redacted] Tires estimate. We replaced the timing belt and timing belt component kit which contains the common wear parts associated with this procedure ( idler pulley and tensioner pulley ) along with the water pump. On 04/04/2014 **. [redacted] returned with the [redacted] with 112463 miles on it which is 25107 miles after repair and the engine will not start. The technician found that the hydraulic portion of the tensioner had failed causing the belt to jump which damaged the engine, this is not a normal wear item so therefor not a recommended replacement part and is not included as part of the timing component kit. **. [redacted] has been informed that the repairs done at our facility are out of warranty.The repairs were warranted for 12 month or 12,000 miles on the work that we performed, but **. [redacted] have driven over 12,000 miles. Also the part that failed is not a part that we replaced.**. [redacted] was contacted by the Area Director and **. [redacted]'s request for a refund or repairs have been denied. We again apologize as well as thank **.[redacted] for allowing us the opportunity to address his concerns. 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:
I have a copy of the picture, and have sent it to the Revdex.com, with NO DAMAGE to my driver side window!! Also, pep boys refuses to release the video footage to anyone, they won't even respond to detective [redacted]. 
Regards,
[redacted]