Pep Boys

Dear [redacted] , We are in receipt of the complaint sent to your office on February 25, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [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 receiptWe 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 West Allegheny Avenue Philadelphia, Pa

Dear ** [redacted] , We are in receipt of the complaint sent top your office **[redacted] on March 10, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our facility ** [redacted] 's vehicle is still at our facility waiting to be picked upThe service manager has advised that the tie rod end was replaced under warranty and ** [redacted] 's was not charged for the laborThe service manager will also address the alignment with ** [redacted] when he returns to pick up his vehicle.We again apologize as well as thank ** [redacted] sfor 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] ***Below is the response from the Area Director [redacted] and I have spoken on several occasions about his concerns with his vehicleI have denied his claim that Pep Boys caused his head bolts to be stretched causing his head and gasket needing to be replaced because of an oil changeI had [redacted] to bring his car back to the store for inspection of why his car was miss firing, leaking oil and overheatingWe found that other mechanics were already trying to repair his car such as Tune Up, Valve cover gasket and other minor repairs that we noted on his original W.OHe allowed us to correct the mistakes from his other mechanic failureHowever after picking up the vehicle a few days later he stated that it was overheating, again nothing to do with the repairs that Pep Boys performedI had him to return to Pep Boys to diagnose his problem that’s when we told him that he needed to replace the head gasketHe gave the OK, to proceed with the repairs and that’s when Pep Boys saw that his head bolts were stripped into the blockWe immediately contacted him to inform him of the issue that was foundThe block would need to be replaced because of the stripped head bolts in the blockHe insisted that Pep Boys oil change started all of his problems and had his insurance adjuster come out to inspect the issueThey stated that “The damage was wear and tear based on mileage”His own insurance company denied his claim therefore he is going after Pep Boys to replace his engineAfter speaking with [redacted] I showed compassion by offering to still help him with the repairsI offered for him to source an engine and I would install the engine since he has been through a lot of issues with his vehicleI made myself very clear to him that Pep Boys will not be sourcing an engine and installing it for freeOur offer still stands if [redacted] sources an engine, we will install the engine free of chargeOtherwise we will have no further communication with [redacted] on this matterIt is unfortunate situation, however we find no wrong doing on behalf of Pep BoysRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Regards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I appreciate their representative calling me to discuss the problem but it does not change the fact that it happened and I have not faith that it will not continue to happen to other customers Regards,

I've never had a worse customer experience than the one I am currently experiencing with Pep Boys' Piedmont Road locationLast week, I called to check on the warranty of a tire I had purchased in November of I needed new tires, and while this was the only one eligible for a pro-rated amount from Pep Boys, I decided to utilize this company for all as they were running a special on their website and I wanted all tires to be the same brandI was told by the store associate on the phone that I would not need an appointment and that tires should normally take about an hour to put onBecause I like to be on the safe side, I placed on online order for the three additional tires (assuming the associate had the one I called about)After dropping off my car on Saturday (8/20) morning at 11:am and being informed they would need to order one more tire from another store, promised it would be delivered and put on first thing Sunday morning, I returned at pm Sunday (plenty of time to perform a service on a tire promised "first thing in the morning") to find out not only had the tire not been put on, it has not even been delivered! I personally witnessed the associate call the Marietta store and inquire about the missing tire, and found it interesting that the Marietta store had been under the impression it was to be picked up, not delivered, but was promised an associate would pick it up and my car would be ready by close of business Sunday (pm)When I arrived back at the store for the second time Sunday evening at 5:45pm, the tire had still not made its way to the Piedmont storeThe ONLY point of positivity in this story was the very apologetic associate who instead of making excuses provided several discounts for my patience with the delay (thank you!)At that point I was also promised that two other tires were being sourced from another location and that my car would definitely be ready the following day, MondayOn Monday evening, I phoned the store three times, between which I spend a total of over minutes on holdYou can imagine my shock and well-deserved ill temper towards this company when I finally found out that zero of the three ordered tires had been picked up/delivered to this store and my car was still not ready three full business days after I originally dropped it off! On top of their inability to manage supply chain and store to store transfers, I received a complete lack of customer service from associates on Monday night who told me it was "out of their control" (I am still confused how driving to an from another store to make a pickup is out of the store's control) and that promised delivery times meant nothingWhen my male friend arrived at the store on Monday night, he was able to get the store to provide an interim tire so that I could utilize my car and stop throwing money into car service to drive me around town until the 4th tire was shippedI believe this should have been offered in the first place as a courtesy to customers whose order cannot be fulfilled in promised deliver timesI'm not sure how a business can survive when your business philosophy is complete disdain for your customersIt is truly a shame to see a store I have used for years take such a drastic turn for the worse - I will not return to this company in the future

[redacted] , Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] September 05, We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] 's concerns were addressed and [redacted] did return for us to we warrantee her brakesWe again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Regards,

Dear Mr [redacted] , We are in receipt of the complaint sent to your office on April 1, by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experienced at our facility.The Area Director did communicate to with Ms [redacted] via emailHe apologize as well as offered Ms [redacted] a refund for the $she requestedWe again apologize as well as thank Ms [redacted] for allowing us the opportunity to address her concernsRegards, Robin S*** Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] dated May 2, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility[redacted] came in for a bulb replacement, no work order was written up since we offered this service for freeOnce the bulb was installed it failed to workAt that point [redacted] was advised that the vehicle may have an electrical issue [redacted] declined the electrical diagnostic and went on her wayAt no time did the store perform any other service or diagnostic on the vehicle We apologize to [redacted] ***, if she felt she was mistreated in any way by any of the associates, but we are declining any repairs done at no charge on this vehicle We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.Regards, Robin S [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facility According to the CCTV, we were not able to confirm if we scratched the wheel, however as a Customer Satisfaction we replaced the rim at no charge 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 West Allegheny Avenue Philadelphia, Pa Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on August 5,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 he visitedOnce 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 West Allegheny Avenue Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office on September 23, by [redacted] *** We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager contacted [redacted] and addressed her concernsWe again apologize, as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear Ms [redacted] , We are in receipt of the complaint sent to your office on April 11,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 purchaseWe 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

Dear [redacted] , We are in receipt of the complaint sent to your office on July 17, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The Manager addressed [redacted] ***'s concerns and offered to meet [redacted] half way with the cost of the head gasket repair [redacted] agreed, but is unsure what he wants to do with the vehicleWe again apologize, as well as thank [redacted] for allowing us the opportunity to address his concernsRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

Dear [redacted] ***,We are in receipt of the complaint sent to your office by ** [redacted] dated May 19, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our Pep Boys facility ** [redacted] was contacted and received a full refundWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

I absolutely reject and disagree with the response I received from Pep BoysAfter to attempts of trying to fix my vehicle’s A/C, it is still not working correctlyThe problem that I initially came to Pep Boys with is the SAME that I have todayPep Boys initially misdiagnosed the problem, which turned itself into a classic Bait-n-Switch by requesting more money from me to properly fix the issue which they could not even do PepBoys recognized that there was a problem with the unit and that is why they tried to times to fix itLet me say that again, they initially misdiagnosed the problem and then attempted to fix my A/C or more times with unsuccessful resultsWhen the service manager was faced with the possibility of having to return the money and was looking at eating the labor/parts he came up with a response of “with in factory specs” Let me be clear, what Pep Boys did was randomly replaced parts with hopes of fixing my A/C problemPep Boys misdiagnosed the problem on my first visit and then after the 5th or 6th time of attempting to fix my A/C the service manager decided to tell me that what they had done was the best they were able to doHis advice was that the next step was to rebuild the whole system(I am not sure what that entails.) Mind you, all of this was told to me after I paid my bills No test ride was given to show me how my A/C was blowing coldNo one walked out to my truck to show me what work had been fixedIn fact, I had to pay my bill first to even get keys so I could go out to my truck to see what work was completedAs a customer who had been back to the Pep Boys numerous times for the same issue you might think the manager or the technician would have shown me what they fixedNope, I did not get any of that!! After paying my bill and driving away I once again had to return to Pep Boys to inform the service manager that the A/C was still not workingTo my shock he tells me that now my A/C was wifactory specificationsWow, what a surprise!!! Now that these incompetent individuals have taken about $of my money and are at a loss of what to do next my A/C unit is now conveniently “with in factory specs”Let me say this again, my A/C is blowing the same temperature and fluctuating the same degrees as it did when I initially showed up to Pep BoysBut now it is “with in factory specs”Conveniently, the service manager wants nothing to do with me and will not give me a refundI mention the Pep Boys ad on the wall of 100% satisfaction guarantee and he tells me to call corporate and deal with them Let me clear something up for Robin S*As the Pep Boys customer care specialist, your response, clearly written by the service manager, is factually incorrect and the manager is outright lying! First off my name is [redacted] , not *l [redacted] The least you could do is spell my name correctly when responding to meYour lack of attention to detail is clear in not only your lack of work as a manager but in your written response Second, You never advised me to take my truck to the dealer for a second opinionNever! In conversation, I said that if you guys were unsuccessful at fixing the problem I would have no other choice but to take it to the dealership to be correctedYour response to that was that you would contact your friend who worked at [redacted] to see if he had any insight on how to fix the A/C Quite frankly, after the failed attempts of trying to fix my A/C you should be bending over back words to help me, even if that meant returning my money and advising me of a more qualified service centerI gave you attempts to fix my truckI am not a customer looking at getting something for FREE as you are insinuatingAs I stated from the beginning, all I wanted was my A/C to blow coldThat’s it! I agreed to every attempt you asked for to fix the problem before I requested a refundI trusted you when you called to inform me that more parts needed to be replaced, increasing my bill to about $You assured me that it would fix my issue and it did not! DO NOT spin this as I am some bit customer trying to get something for freeI am requesting a refund because you buffoons could not fix the problem!! I am out $and still have the same problem I had when I first came to Pep Boys Third, I did not leave the store with an agreement with you to have the dealership give me a second opinionWe had no agreement that I would return with results from the dealershipOnce again that is lie! In fact, I left the store by you telling me to contact corporate with my complaint while refusing to give me the their telephone numberTelling me to go online and get it Fourth, the temperature numbers you are spewing mean nothingYou had my A/C blowing at degrees for over an hour on my second visit to your store where the ambient temperature was in the 100’sBy the time I got home it was back up to degreesThe intermittent issue has never been fixed and my A/C still blows warmReview your own numbers from the times that my truck was in your shopMy vent temps are the same as what they were when I first came to Pep Boys for an A/C inspectionIf what you are leaving me with is “with in factory specs” then you should have never worked on my truck to begin withYou should have told me that it was with in factory specs and that the fluctuation is normalBut you didn’t! Before you charged me a second time you should have listened to the second mechanic that worked on the truck that mentioned he worked on another [redacted] that had the same issue that you guys were not able to resolveHe mentioned more then once that he felt my truck had the same issueLet me be clear to all the slow brains that may be reading thisI reject your first response saying everything has been worked out with the customerThat is Lie! I reject your second response saying that you believe my A/C is working properlyThat too is a LieI reject your wording in your latest response insinuating I am a customer trying to get his money back for work that was performed and operating properlyThat characterization does not depict me one b! Look at the facts, I gave your service center numerous attempts to fix my A/C and they could notI paid everything they requested because all I wanted was for my A/C to workI am requesting a refund because Pep Boys could not fix my truckIt is clear to me that your establishment is as crooked as the people you employYour guarantee means nothing and your lack of honesty and integrity is clear by your written response to my request for a refund for work that was not properly completedThe negligence of your service manager to extort money out of me for the guarantee of completed work is negligence at best, criminal at worseThat incompetent manager may stay employed with your company for maybe another months but you have lost a long time loyal customerI shopped with at Pep Boys for over years and have spent many dollars at Pep Boys and I encourage you to review my rewards cardYou have lost me as a customer and everyone else I come in contact with whom I can share my experience with I am still requesting a refund!! [redacted] Complaint: [redacted]

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on January 23, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our facilityThe 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 concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on September 23, by [redacted] We apologize for any inconvenience Ms Ervin may have experienced at our facility.>The Service manager addressed [redacted] ***'s concerns and offered a refund, which [redacted] did accept 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 West Allegheny Avenue Philadelphia, Pa

[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]

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] brought his [redacted] in for an oil pump replacement [redacted] provided the oil pump The service advisor wrote the vehicle up as a fluid leak evaluation to be able to determine what was leaking and to see what condition the truck was inThe truck smoked on start up, had a low end knock and had an oil light on that flickered when runningCourtney determined not to do work on the truck based on the current condition.On Tuesday [redacted] came to get the truckThe service advisor did not update him on the technicians findings and the original advisor was off, so the working advisor fumbled for informationNo notes were on the ticketThe customer left the store and spoke to Chris ( mechanic ) outside the bay of the shopHe told Chris he was upset nothing had been done to his truck in regards to repairChris checked the oil level and found the truck was overfilled by 2-quarts Chris directed the truck to be pulled in the bay and have the oil level corrected by a GSTWhen draining the oil, Chris noticed metal shavings in the oil, Stephen was advised and directed not to drive the truck in the current condition [redacted] called on April 1, 2016, stating his engine locked up and he had the truck at another shop for inspectionI spoke with him and recapped everything that was covered with him at the store and he acknowledged the condition of the truck prior to serviceI told him based off his information there was nothing we could do to correct an issue that existed with his failing engine 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 [redacted] ***

Dear [redacted] , We are in receipt of the complaint sent to your office on March 10, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.On January 23, [redacted] brought her [redacted] HHR with miles on it to Pep Boys # [redacted] and had one tire replaced and a high mileage oil change completed on WO# [redacted] When [redacted] returned the first time as per her complaint it was noted the dipstick for measuring the oil level in her car was not seated all of the way and the oil light had not been resetThere was oil leaking from [redacted] 's vehicle but not from the plug or filter which is the only things serviced by Pep Boys when completing the oil changeWe had no way of telling if anyone else had touched the dipstick since it left our location, but these two small things were corrected and had no bearing on [redacted] 's oil leak On February 14, 2015, [redacted] returned a second time and spoke with our Service Manager Bobby T [redacted] who picked [redacted] 's vehicle up on the lift and showed [redacted] where the oil was leaking from which was the rear main seal of the engineBobby explained to [redacted] that changing the oil in a vehicle will not cause this leak and Pep Boys was therefore not responsible for any repairs [redacted] was not happy with this explanation so Bobby suggested if she would like to get a second opinion from someone else she trusts that [redacted] could take the vehicle to a dealership for them to examine [redacted] 's request for a refund of the oil change and repairs to her vehicle for an oil leak that we not our fault have been denied 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] ***