Pep Boys

[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 will accept the refund of $400.00 and would like to close the case
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], 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,

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 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 October 15, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.
The...

service manager contacted both [redacted] and [redacted] and they have come to the agreement that Pep Boys would supply the parts and [redacted] would pay the labor at a discounted rate.
We again apologize as well as thank [redacted] for allowing us the opportunity to address their concerns.

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear [redacted] We are in receipt of complaint submitted to your office by [redacted]
 [redacted] concerns are being addressed by our claims department. If [redacted] has further concerns about her claim, we ask that she reach out to the claims department @ ###-###-####. We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.  Regards, Robin S[redacted]Customer Care Specialist

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 on April 11,2015 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] initially had his radiator replaced at our location on November 17, 2011 with more 71103 miles, then again February 14, 2014 with 74503 miles, at this point [redacted] was notified that the vehicle had failed the block test, and that it needed further evaluation. [redacted] stated he would take care of it..
[redacted] returned again on April 15, 2015 with the radiator leaking, after the radiator was replaced the block test was performed and it failed again. [redacted] was asked if he had the vehicle inspected for further issues, he said no.
[redacted]'s vehicle is building up pressure in the cooling system due to possible head gasket issue. [redacted] was advised that if this is not resolved, he would continue to have this problem. [redacted] also requested we reimburse him for a rental vehicle ,we agreed we would pay for one day of the rental, due to us having the vehicle one day longer than expected.
[redacted] was recently contacted and stated the vehicle is running fine.
We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns..

Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132

Dear **. [redacted], 
We are in receipt of the letter sent to your office by **. [redacted] on June 16, 2014. We would like to apologize to **. [redacted]  for any inconvenience she may have experienced at our Pep Boys facility. 
A claim was entered and a check was sent to...

the store, waiting customer pick up.
We again apologize as well as thank **. [redacted] allowing us the opportunity to address her 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 July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
To ...

further assist [redacted], we will need the Pep Boys location she 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 her concerns..

Regards,
Robin S[redacted]
Customer Care Specialist
Pep Boys
3111 West Allegheny Avenue
Philadelphia, Pa 19132
Fax: 215-430-9849

[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. The strut noise and the sensor was fixed by Pepboys.
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]
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 Phone: ###-###-#### 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:  Your pissing me off.  Look, I did not wait two years.  I went the next day, to let them know that my air conditioning was not working they could have gave me my money then, took their parts and gave me my money and let me know they could not fix it for what ever reason.  They charge me money just to say if they could fix the problem or not so why did they say they could fix it,  when they couldn't.  Your a billion dollar business about to mess up over $900.00.  Where this is going can real easily be avoided and you know your wrong so you want to make excuses for keeping my money thinking I will  go away but I won't ever till I am paid every dime of my $900.00 dollars.
Regards,
[redacted]

Dear [redacted],
We are in receipt of the
complaint sent to your office by [redacted] on April 24. 2014, We would like to
apologize to [redacted] for inconvenience she may have...

experienced at our Pep
Boys facility. [redacted] made an appointment, but the parts needed for
the repair did not arrive on time, so the parts were ordered from an out side
vendor, which delayed her repair. When the tires were installed we replaced the
TPMS sensors. The sensors were leaking only when the weight of the vehicle was
on the tires and when we would check for the leak, we would have the vehicle on
the lift, therefore not being able to detect the leak.
The service manager [redacted] contacted
[redacted] , addressed her concerns and offered a full refund. A check will be
sent of to [redacted]. 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 rebuttal sent to your office by [redacted]. We again apologize, but our prior response stands firm. 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 on September 12, 2014, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility, and to your...

office for the delay in our response.
The vehicle (1999 [redacted] 2.3 [redacted], VIN [redacted]) was originally brought in to store [redacted] in [redacted], GA by [redacted] on April -28, 2014 with an overheating issue. The store performed a coolant system evaluation and determined that it needed to have the head gasket replaced. In addition to the head gasket, the store also performed a coolant exchange, an oil change, replaced the timing belt, water pump, spark plugs, and plug wires. The store originally said that they thought the vehicle would be ready on Thursday of the following week. They were not able to meet that commitment. [redacted] and her father called the [redacted] Police Department and had them come up to the store to try to get the vehicle out of the Pep Boys shop without paying for the repairs. At this time, Area Director David M[redacted] was notified of the situation.
Mr. M[redacted] spoke with the father about what was happening. He told him that we were working on the vehicle and apparently was taking a little longer than originally anticipated. He inquired about his reasons for calling the police. He had told [redacted] to ask for the old parts as he did not believe that the work we performed was actually performed. Store Manager Jeffrey gladly provided the old parts for her inspection, and even brought up pictures of her old parts in the computer system to prove that they did indeed come off of her car. He also brought her out into the shop to show her under the hood what had been done. Since we did not make our time commitment, we agreed to put her in a rental car. This was handled by our corporate claims department and she was given a Dodge Avenger to drive while we finished the work. The vehicle repairs were completed on May 3, 2014 and [redacted] picked up her vehicle on that day. The total ticket was $1,562.55, Work Order # [redacted]. Mr. M[redacted] informed [redacted] that when head gaskets are replaced and compression in the engine is restored, this can sometimes lead to the increased pressure in the crankcase exposing other dormant issues, usually in the bottom end of the engine with engine bearings, rings, seals, etc. He was informed about this to make him aware that any such issues that were exposed would not be the responsibility of Pep Boys to repair, as they would not be the result of poor workmanship on our part.
[redacted] returned on May 23, 2014, saying that the vehicle was overheating again. The store performed another cooling system evaluation at that time. They replaced the radiator cap and the coolant recovery tank and a hose. This work was provided at no cost to [redacted]. Work Order 2107288 on May 23, 2014.
[redacted] then returned on June 6, 2014 saying that she had an oil leak and that her check engine light was on. The store was very busy and they were unable to work her in right away. [redacted] did not leave the vehicle with the store, but instead drove it away. She later had the vehicle towed in to this store.
The store did an evaluation on the leak and determined that the rear main seal was leaking. The store provided [redacted] with an estimate of the repair. [redacted] placed a complaint with Pep Boys and spoke with Mr. M[redacted] again. Mr. M[redacted] explained again what had been communicated to [redacted] when the original repair was made that restoring compression to the top end of the engine could expose other dormant issues in the lower part of the engine. [redacted] asked a mechanic friend of hers to call and speak with Mr. M[redacted]. He provided an opinion that the car overheating had caused the rear main seal to leak. After speaking with him for a few minutes, it was determined that he was not a mechanic, but offering his personal opinion on behalf of [redacted].
Mr M[redacted] spoke with Assistant Vice President Russell W[redacted] to ask for direction. Mr. W[redacted] recommended refunding the original repair to [redacted] and have her take it somewhere else for repairs. She did not seem to understand that the work performed by Pep Boys did not cause the rear main seal to leak. Mr. M[redacted] explained to [redacted] what we were going to do and she agreed to the refund.
[redacted] left her vehicle at store [redacted] in [redacted], GA, but retained possession of the keys. We made multiple attempts to contact [redacted] to come pick up her vehicle. We were unable to speak with anyone after multiple attempts. We completed an abandoned vehicle report on September 10, 2014 and had the vehicle removed from our property.

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

Yes I Finally Received the rebate

Dear [redacted],We are in receipt of the
complaint sent to your office by **.[redacted] dated May 14, 2014. We would
like to apologize to **. [redacted] for any inconvenience she may have experienced at
our Pep Boys facility.

face="sans-serif">
**. [redacted] was
asked to return by the Service Manager who took **. [redacted] into the shop and
showed **. [redacted] the sludge build up under the valve cover, also compared her
vehicle with another vehicle that was in the shop at the time.
**. [redacted] wanted to take her vehicle to the
dealer for a second opinion. We advised **. [redacted] that if the dealer states that
the repairs we did had anything to do with the issue she now has with the engine
that we would take responsibility. We have not heard from **. [redacted] since she
took her vehicle . 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 by [redacted] on July 7, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys...

facility.[redacted], brought his vehicle to our location #122 on June 3, 2014 for an intermittent grinding noise when trying to start his 2002 Ford F150. The vehicle was checked out by a technician and he did find that the noise came from the starter area after numerous attempts to recreate the customers intermittent concern.
The technician did remove the starter and we found damaged teeth on the starter gear. At that time the flywheel was checked and we did find slight wear in the areas where the starter did not engage correct. Due to the fact that there was no major wear on the flywheel at that time and the replacement cost of the flywheel would not be effected by replacing the starter we recommended a starter replacement only at that time. This decision was made to benefit the customer, [redacted].
[redacted] did agree to the $358.58 parts and labor charge and we proceeded with the starter replacement. The repair was paid for and the vehicle was picked up by [redacted] on June 7. 2014
[redacted] returned one month later on July 5, 2014 stating that he still hears a grinding noise. After rechecking the vehicle we found that the teeth on the flywheel did wear out much faster than we anticipated due to the initial wear that was caused by his original starter. We did provide [redacted] an estimate for the flywheel replacement at that time. He declined the repairs and stated that he would not have agreed to the original starter replacement if we made him aware then that the flywheel needed to be replaced.
Unfortunately it is impossible to foresee a time frame of how long any part, be it new, used or worn but still functional , will last before it decides to break down.
Since the old starter was no longer available, we reinstalled the starter that was sold to [redacted] on June 7, .2014
Our goal was to help [redacted] by not providing a repair estimate for repairs that were not needed at the time of his service on June 3, 2014.
Since we did not want [redacted] to feel taken advantage of, we offered him a refund for the price of the starter minus the labor charges to remove and install the starter, (this would have been a necessary charge to observe any damage to the flywheel).
[redacted] accepted the store offer and was issued a refund for the part portion of his charges. A refund of $251.02 was issued to his visa card on July 14, .2014
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: ###-###-####