Pep Boys

Dear [redacted] , We are in receipt of the complaint sent to your office on March 12, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] has been contacted and given a full refund for the repair at our facility 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 Ms [redacted] , [redacted] We are in receipt of the complaint sent to your office on December 29, by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experienced at our facility.Customer came in to our store requesting a fuel injection service, car was running roughUpon inspection Master Technician found check engine light on retrieved stored codes found dtc porandom multiple cylinder misfire and poEvaporative Emission leakContacted the customer advised him of light being on and codes that where coming up, we asked him when the last time the spark plugs were replaced customer said he did not know when they had been replaced beforeWe recommended to replace as maintenanceThe spark plugs that came out were completely worn outThe vehicle ran better after repairs and left Pep Boys running okay the next day vehicle had problems with noise and then stopped running Pep Boys will not take responsibility for any further repairs, the vehicle came in running rough and multiple cylinders misfireAs a Customer Satisfaction we would like to offer Ms [redacted] the amount she paid our facility for the fuel treatment and spark plugsTotal $ 171.20We again apologize, as well as thank Ms [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep Boys [redacted] Philadelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

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.> [redacted] was contacted and a check was mailed to [redacted] for the repairs performed at our facility 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

We are in receipt of the complaint sent to your office by [redacted] dated June 12, We apologize for any inconvenience [redacted] may have experienced at our facility[redacted] originally came in for brakesUpon the brake inspection, the tech found the brakes to be way below specsWe recommended brakes and the customer approved the repairsA few days later the customer complained about "losing brakes"After we re-inspected the brakes, we found that the brake calipers locked up.We could not determine at that time if we did anything to damage the calipers, there was no signs of improper installationIt looked as if the calipers were just old and needed to be replacedHowever, to show good faith to the customer, we re-did the brake job and even replaced both calipers and brake lines at no charge.At the time of repair it appeared that we would not be able to get the brake lines and the vehicle would have to stay overnightThe customer requested a rental vehicleWe contacted enterprise and they said she would have to pay and we could reimburse herThis did not make the customer happySo, I offered to pay with my own money knowing the company would reimburse meAt that time enterprise did not have a vehicle available until late afternoonLuckily, we were able to find a brake hose in time to finish the vehicle the same day and the customer would no longer require transportation.The vehicle left here with new brakes on front and rear with new rear calipers and brake hoses.A week later [redacted] contacted us and requested a refund for the laborWe declined the request due to the fact that we couldn’t identify why the calipers failedWe again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns, however the request for the $labor refund is being declined [redacted] was not charged for the calipers or the brake linesRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have not yet been contacted by any customer service representative from Pep BoysI am looking forward to resolving this issueThank you! Regards, [redacted]

Dear [redacted] ***,We are in receipt of the letter sent to your office by [redacted] on June 20, 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 by [redacted] August 19, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] did return and we refunded the tires 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

inline !important;">Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated April 28, We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] came in on April 17, 10:am as he had lost control of his vehicle and hit a curb causing damage to vehicle suspensionAfter inspecting the vehicle, our technician replaced lower control arm as it was damaged as a result of impact After the repair [redacted] called and stated we had damaged the splashboard and front lip Written on his M.P.I (Multi-Point Inspection) that we record any damage was a note for bumper damage, but the technician only wrote bumper, after asking him what he meant by bumper, he stated it had bumper damage as well and the front lower splash shield was damaged as well, but in his opinion it was still being held on by the bolts so he did not require replacement for shield as it was not excessively damaged Before reviewing video I spoke to Javier and asked him what he had to remove in order to replace control armJavier did state he removed a shield, but it was the smaller rear shield , I did ask [redacted] to bring vehicle in order to see what damage there was to vehicle and I also advised him I would look at video, once I inspected the vehicle in order to know what exactly I would be looking for in video [redacted] returned, we brought the vehicle in to shop in order to lift and inspect After inspecting vehicle we noticed that one bolt was missing on passenger side for the rear part of shield, but all other bolts that held item in place would have been there as they were all ripped off except for that were still on vehicle with a part of shield attached to them( bolts ripped off were about - 12), which would indicate to us they were all tight, the ones that were still on the vehicle did not appear to have been tampered with and did not show any sign of removal by socket After reviewing we noticed the rear shield being removed, but the front shield went untouched as we could not see any indication of the front shield hanging as result of removing bolts in order to access any other component We are denying the replacement of any parts that [redacted] is stating we had damagedThe video showed at no time did we remove the parts [redacted] is accusing Pep Boys of damaging 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 Ms [redacted] ,We are in receipt of the complaint sent to your office on February 13, by Ms [redacted] We apologize for any inconvenience Ms [redacted] may have experienced at our facility.Below is our response and chain of events that took place with the repairs of the ***[redacted] came in with daughter to have her [redacted] looked at for a cooling system problemWe recommended A new battery, step fuel system cleaner, radiator, thermostat , coolant flushand a alternator belt.The total of the bill was $1,In the middle of the repairs a man showed up to reprocess the vehicle and demanded the vehicle, we informed him that we were currently performing repairs on the van and effectively had a mechanics lean on the vehicle at this timeHe told us that that's fine the vehicle had a GPS locater and would just repo the vehicle laterAt that time the Area Director was contacted and informed of what had happened and he reassured that we did the right thing and advised that we call Steve A [redacted] in our Asset Protection department and inform him of what's going onAfter speaking with Steve he informed us that we had every right to hold the vehicle and it could not be taken while in the shop, so keep it there until payment is receivedSteve also told advised that if [redacted] financial would give us a copy of the repo order that we could except payment from them for the repairs and release the vehicle to them at that time.Through out this time we where in contact with the owner and her father ( [redacted] ) who kept changing the day that she would come and pick up the vehicle and pay for repairsAt one point in time they tried to tell us the bank was going to pay for the repairs because it was a lemon and did not want to be sued After weeks of talking with not only [redacted] (the person named on the worker order) His Daughter (the Owner) and the Bank [redacted] financial, and still no payment from any one, we started the paper work for abandoned vehicle processNot only was the vehicle owner, but her father [redacted] , and [redacted] Financial explained advised of the process of abandoned vehicle and the fees involved, if it was removed in such a manner.Every party involved just beat around the bush and never offered payment for our repairs, including the "lien Holder" [redacted] FinancialThey never supplied proof of the lien nor payment for the repairsTheir answer was always they had to talk to their supervisor and get back with us.There was never any mention on our part about disabling the GPS We had no reason to do so, the vehicle was pad locked in a bay the entire time it was here to insure that the owner nor [redacted] financial could take the vehicle with out payment we gave all party's involved ample time to pay and or supply documentation and payment before the vehicle was removed as abandoned.The bank contacted us again after the vehicle was removed and they where given the info of the impound lotThe lot called and spoke to us and was aware of the situationThe vehicle was towed out abandonedThere where repairs performed on the vehicle and that were never paid for by any party involved.Regards,Robin S*Customer Care SpecialistPep Boys [redacted] Philadelphia, Pa 19132Regards,Robin S*Customer Care SpecialistPep Boys [redacted] Philadelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

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 his concerns, apologized and made an appointment for 10am Saturday 11/ 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I took my car to Pep Boys to be repaired I understand Pep Boys say they repaired and tested for leaks I find that very hard to believe as the car still leaked coolant in my driveway after each time I took the car to Pep Boys [redacted] Auto Care found that the engine was overheating; the water pump could not turn due to a badly worn belt and the tensioner pulley was missing [redacted] Auto Care replaced the tensioner, belt and thermostat [redacted] Auto Care also repaired the poor connection at the left coolant fan motor If Pep Boys fixed the problem, why would I have returned advising them the car was still leaking? If Pep Boys fixed the problem, why did their competitor, [redacted] Auto Care find the worn belt, missing pulley and poor connection? I believe I am entitled to a full refund from Pep Boys because they did not fix the leak The car continued to leak until I took it to [redacted] Auto Care Regards, *** [redacted]

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 by ** [redacted] on April 2014, We would like to apologize to ** [redacted] for inconvenience he may have experienced at our Pep Boys facility ** [redacted] initially came to Pep Boys for a check engine lightOur mechanic pulled the code at no charge and the code was a [redacted] timing codewe then told the customer we would have to remove the distributor to set the timingHe said no, and his friend who was with him suggested changing the distributor, thinking that would surely solve his problemThis was not advised by us A week later ** [redacted] returned and requested that we install a new distributorWe gave him a quote of $ for labor and partsThe next day he called said he was not satisfied because this new distributor didn't fix his issueWe advised ** [redacted] that we never diagnosed the truck with a bad distributor and that all we did was pulled was a check engine light with a timing issueHe then got very upset and demanded that we refund his moneyAfter going back and forth for a couple days we agreed to take a second look at his truck and that we would apply the $towards the repairs he actually did needOur mechanic looked at it and realized that his issue had nothing to do with the distributor and that it was the rear end that needed major workWe didn't have a mechanic that could do the job so we offered to refund his moneyAt the end ** [redacted] understood and was OK with the entire situationHe asked to refund him the labor because he did end up with a new distributor, cap, and rotor buttonWe refunded him $ plus tax on April 17, We again apologize as well as thank ** [redacted] for allowing us the opportunity to address his 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I haven't heard from Pep boys as of 10/23/ Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office on April 11,by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facility *** [redacted] initially had his radiator replaced at our location on November 17, with more miles, then again February 14, with 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, 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 West Allegheny Avenue Philadelphia, Pa

Dear Ms[redacted] , We are in receipt of the complaint sent to your office on February 13, by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility, In order to further assist Mr [redacted] with his concerns, we will need the store location he visitedOnce we receive this information we will than begin our resolution process 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 , 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 Fax: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This is untrueI asked the mechanic who released my car did they make any notes to show the hole was there and they said it is not their practice to do thatI have a picture of my car being unloaded off the flatbed, sent by the pep boys store manager and it shows there was no hole in my windowWhen I spoke with the manager, ed, he was nasty with me and told me it's my fault for leaving my car there overnight when they are closedAnother lie, I called pep boys towing service 12pm the previous day and it was dropped off that afternoon while they were openThey were supposed to give it back to me the same dayBut they somehow lost track of the car and didn't get to it until Friday morningAnd I know this because I called to see when it would be ready and the woman who answered the phone had no record of my car, and after ten minutes of me being on hold, she told me she found it and they wouldn't be able to get to it that day because of thatThe police have requested a copy of the video and all pep boys has done is sent the same picture they sent me, which like I stated, there's no hole in my windowI have contacted pep boys corporate office several times and every time I call they say they will call me back and never doAll I asked them is for them to send me a copy of the video, the police, or the tow truck company, because they are willing to pay for it if their driver did the damageFurthermore I never signed anything saying it is not pep boys responsibility if my car is damagedThey have been nothing but difficult after I have spent so much money with them over the years Regards, [redacted]

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on February 18, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our facility On February 2, 2014, Customer [redacted] had a [redacted] towed to our facility [redacted] request a fuel pump replacementThe service advisor asked ** [redacted] if he wanted to do a fuel system diagnosis first** [redacted] declinedThe service writer than wrote up the repair bill and went over the price with **, [redacted] When the technician brought the vehicle he could immediately smell fuel, he lifted the hood and knew there was a fuel leak** [redacted] was contacted and advised that a diagnostic should be performed in order to find the leak** [redacted] declined the diagnostic After the fuel pump replacement was done, ** [redacted] returned paid the bill and left with the vehicleA few days later the service manager was informed a customer had filed a complaintThe complaint was filed by [redacted] 's uncle [redacted] , The service manager contacted ** [redacted] and advised that the vehicle went on fire and that it was Pep Boys fault At that point the service manager advised ** [redacted] that he would need to speak to the technician and pull the paper work and investigateThe service manager than contacted ** [redacted] with his finding, and advised ** [redacted] that [redacted] was contacted and advised that the vehicle had a fuel leak, a diagnostic was recommended several times, but was declined by *** [redacted] than stated that he should have been notified of the fuel leakIt was than explained to **, [redacted] that our policy is to contact the person on the work orderIt was noted on the work order in our comment section that the vehicle had a fuel leakWe find no wrong doing on behalf of Pep Boys and no refunds are dueWe 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 rebuttal sent to your office by [redacted] ***We again apologize, but our prior response stands firmRegards, Robin S*** Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####