Pep Boys

[redacted],This complaint should be closed.Dear [redacted],We are in receipt of the rebuttal sent to your office by [redacted] We again apologize, however our prior response stands firm. Regards, Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

We requested [redacted] return for us to re-evaluate the issue he is having, before we can resolve this complaint.

Dear [redacted],
We are in receipt of the complaint sent to your office on November 19 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.
dir="LTR">This is being handled by our claims department. [redacted] is in contact with James S[redacted] in our claims department.
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

Took our 2006 DodgeGrand Caravan to get fixed because engine light was on. When we dropped van off,we specifically said we wanted Van fixed cause it needed to pass emissions. There were 3 codes that came up and said they would take care of it. 2 days later we picked car up and spoke to the salesman Bill ,and I asked him if it was gonna pass emissions and he SPECIFICALLY said yes, and if we had any problems to bring it back and they would take care of it ,after paying over $800to have work done,even had rear brakes done..Well 2 days later engine light came on with the same code.So we took van back ,and they said that a new code popped up ,and was gonna cost an additional $256 .00 to get it fixed .Dont think its fair to charge an additional charge when the salesperson Bill said work was guaranteed and that it would pass emissions. So we asked the Manager on duty why the salesperson would say that it was guaranteed to pass emissions, and his response was that he never said that. Not only did he lie to us ,but said he was sorry and the Manager said that he shouldn't of said that . I told him that I was going to report him to the Revdex.com ,and his answer was "Go ahead doesn't bother me .Don't know why these people are still in business if they treat their customers like this, and lie to them about getting their car fixed,on!y to have to take their car back .Seems as though their doing this to get more money out of customers.A very unsatisfied customer !!!!! And we've been loyal customers since 2000.Hopefully this company is not doing this to most of their customers.

Dear Mr. Hudach,  sans-serif;">We are in receipt of the complaint sent to your office on March 10, 2015 by Mr. Phillip Lienert . We apologize for any inconvenience Mr. Lienert  may have experienced at our facility.Mr. Lienert came to our facility for a free AC check. Our free AC check includes a vent temperature reading, system pressure check, and a visual inspection to ensure the compressor is cycling on and off. The vehicle was inspected and at the time the compressor did not operate and the pressure showed equalized. At this time our process would be to offer a complete system diagnostic to determine the cause of the system failure. The cost for that diagnostic is $34.99 plus any dye or refrigerant that may be needed for executing a leak test.  The customer did not have a diagnostic performed, and was provided, at his request, an estimate for compressor replacement. He had no additional services performed and his service work order was tendered at no charge. Mr. Lienert states after having the free AC check performed at Pep Boys, he went to another facility where they added some refrigerant to his air conditioning system for free.   Mr. Lienert is requesting Pep Boys give him a refund, because we provided an estimate for a part to be replaced. We are declining any refunds given to Mr. Lienert, as we have not performed any repair or diagnostic services, nor have we collected any payment in conjunction with this service. We honored the commitment of our free advertised service. We again apologize for any misunderstanding and we thank Mr. Lienert  for allowing us the opportunity to address his concerns.. Regards, Robin Searl 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 August 26, 2014 by [redacted]...

.
[redacted] was contacted. The service manager Lloyd would like [redacted] to return for a $30.00 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

[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 do not feel they did enough. It seems they are unwilling to recognize their failure in giving due diligence to the matter which resulted in unnecessary expenses. I have provided my daughter the information and did allow her to handle it on her own but only to receive a minuscule compensatory outcome which in my mind only reflects how little they value their customer base. I would have more respect for someone who admits fault and holds themselves accountable; Pep Boys and its representatives in this matter have neither my respect nor my business.
I wish to no longer pursue this but will advise other military members and veterans, family, friends, and business partners to avoid doing business with this organization because in my opinion and perception, they are not worthy and fail to meet the business ethics others in the industry work hard to uphold. The only thing I have left is to share my story and experience for others to make a more informed decision before allowing their valuable assets to be serviced in any of this organization's service stores.
Regards,
[redacted]

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.
On July 7,...

2014 [redacted] was contacted and advised that we will replace the A/C hose and the drier, and we would recharge the system. At that time [redacted] was advised that the compressor has a small leak in the front seal. [redacted] advised he would address that in the future.
[redacted] than put in another complaint , it was addressed by the Area Director who offered to put the new compressor in at no labor charge, but that [redacted] would be responsible for the part.
The repairs were done along with the compressor and [redacted] has picked up his 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
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:
Location was given in original complaint. It is the [redacted] location in [redacted] FL. My contact number has since changed and is now ###-###-####
Regards,
[redacted]

Dear [redacted],
We are in receipt of the complaint sent to your office **. [redacted] on April 11. 2014, We would like to apologize to **....

[redacted] for inconvenience she may have experienced with submitting a rebate through our rebate process..
We apologize for the delay in our response. We contacted our rebate department and a rebate [redacted] card will be expedited to the customer.
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 complaint sent to your office by **. [redacted] dated May 20, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility. 
We wanted to have the opportunity to address and review **. [redacted]'s concerns, however we are not able to reach her. As a customer satisfaction we will be requesting a check be sent to **. [redacted], at [redacted], CO [redacted] in the amount of $617.13
We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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 need more clarification from Pep Boys.  I have not received any correspondence from them at all and I am not sure what having a claim number means.  I would like to know what Pep Boys intentions are.
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. 
Regards,
[redacted]

[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 wheel was replaced pretty fast because it was losing all its air in three hours but my suspension which was mishandled by Luis the service manager has not. Every day that I drive my rear suspension makes loud metal noises and the ride is not comfortable for my passengers in the back. I was told by Luis that a bracket was broken and he was going to find a replacement. I told Pep Boys Area Director Claudia, Luis and service manager Joe I wouldn't except a generic brand replacement bracket. I brought my car into Pep Boys Whittier thinking professional technicians would handle my car with care and instead I left with a damaged [redacted] N+ suspension on my [redacted] tC. Seeing as how my [redacted] N+ suspension had no documented damage before it entered there shop I feel it would be appropriate to replace the broken bracket with a authentic [redacted] bracket or a full replacement of the suspension. Every day that I drive my [redacted] tC the rear suspension is becoming more and more damaged and if one day the rear suspension gives out on me while driving I and other people could get injured. Luis contacted me on July 24th 2014 and informed me he had received the authentic bracket but after receiving a confirmation picture of the part I was upset with Luis because the part was cl[redacted]y not a authentic [redacted] part. I notified Claudia of this trickery and she did not respond back but instead all my questions or concerns were to go to service manager Luis. On August 11th 2014 Luis contacted me by phone and denied he ever said any part from my suspension was broken but asked for me to price quote a replacement [redacted] N+ suspension and cost for installation so he can forward that quote to his superiors. On August 25th Luis text me that my claim was rejected and that he was instructed to ask me if I wanted to bring my car to his shop so a tech can look at my "out of place" rear suspension.
Luis himself has looked at my rear suspension many times and could never "fix" it with his pry bar or bare hands so I choose to not continue wasting my valuable time at his shop. It was agreed by all parties that my broken bracket would be replaced and when a authentic part could not be found Luis choose to deny any wrongdoing. I waited patiently from 05/20/14 only to be told on 08/25/14 by Pep Boys that I was on my own with this damaged rear suspension.
I have many text messages that are proof of me telling the truth about everything I've said regarding statements of Luis and Claudia.
I want my [redacted] N+ suspension replaced by Pep Boys before it gives out on me on the road and I become injured from Luis's mishandling of my rear suspension with his two pry bars.Regards,[redacted]

[redacted], We are in receipt of the complaint sent to your
office **. [redacted] on April 25, 2014. We would like to apologize to **.
[redacted] for any inconvenience she may have experienced...

at our facility. To further assist **. [redacted]
we will need the location of the Pep Boys facility 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,
[redacted]
Customer Service Coordinator

Dear **. [redacted],
We are in receipt of the complaint sent to your office **. [redacted] on January 23, 2013.. We would...

like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility. The store has tried several times to contact **. [redacted], they would like to offer the replacement of the oil pan and gasket at no charge.We ask that **. [redacted] contact the manager and schedule a time to come in, and have the repair done.
We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards,
[redacted] Customer Service Coordinator

Dear Mr. [redacted], We are in receipt of the complaint sent to your office by Mr. [redacted] dated March 10, 2013. We would like to apologize...

to Mr. [redacted] for any inconvenience he may have experienced at our Pep Boys facility. On December 23, 2013, Mr. [redacted] brought his 05 Chevy Cobalt to our shop for and oil change and a replacement air filter. Mr. [redacted] called us on December 31, 2013 to inform us that he had been in on the 23rd and that he had a problem with his car, which he believed was caused by service he had received on the 23rd, he elaborated that he had a friend check his car and his friend claimed that there was no oil in the vehicle. We promptly had Mr. [redacted] tow his vehicle back to our store to be evaluated that day. When the tow truck arrived we had the vehicle dropped off in our parking lot and my assistant manager and myself went to the car in the parking lot and checked the vehicle's oil level.(I had [redacted] follow me to the car in the parking lot so that I would I have a witness to what I saw, but the car can be seen on our cctv and at NO time did I add a drop of oil to the vehicle.) The oil level was full. I then started the vehicle. The vehicle had a very bad engine misfire and was shaking. Not a condition or symptom of a vehicle that was not full of oil. I noticed that the customers vehicle had a "Check Engine" light that was illuminated on his dash. I hooked up a scan tool to the vehicle to discover a trouble code P0300, which stands for Random engine misfire. We advised Mr [redacted] that it was an unfortunate coincidence that his engine had developed a misfire, but it was not the result of any negligence on our part with the oil change. we did offer to do further diagnostic testing for his vehicle to try and trace the root cause of his misfire and informed him it would be at a cost of $44.99 which is our standard rate for a half hour of diagnostic time. Mr [redacted] declined any further repair and paid his tow bill and took his vehicle. We find no wrong doing on behalf of Pep Boys and no refunds are due.We again apologize as well as thank Mr. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

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

our facility. **. [redacted] was contacted and advised to return to our facility with the gift card and ask for [redacted], who will give **. [redacted] credit on her credit card and take back the gift cardWe 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 complaint sent to your office on October 29 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] was given a refund of $263.90We 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 19132Phone: ###-###-####Fax: ###-###-####

May 14, 2014
Dear **. [redacted],We are in receipt of the complaint sent to your office by **. [redacted] on April 21, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility, and to your office for the delay in our response.**....

[redacted] came in and requested a tune up and advised he had coolant leaks.We did the tune up that **. [redacted] requested and replaced the coolant bottle and some hoses and the coolant leak was fix.**. [redacted] returned a few days later and advised the car was running hot. We check it out and found that the cars fans work, but do not go fast enough when the car runs hot. We advised **. [redacted] that it needs a fan actuator for the fan to have hi speed fans.We advised **. [redacted] that we would work with him to get the car fixed. **. [redacted] than advised that he had already gotten another car and he just wanted his money back. We advised **. [redacted] that we had done the tune up, that he requested and approved. **. [redacted] was also advised that the vehicle has other issues, which have nothing to do with the repairs rendered.The request for a refund is denied.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.Regards,