Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted] dated June 24, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys...

facility.The Area Director and service manager would like to work with **. [redacted]. We ask that **. [redacted] contact the store and make arrangements to return with his vehicle for repair.
We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.
Regards,
[redacted]
Customer Service Coordinator

Yet another vehicle repair location you can't trust. Call for a price quote for two new rear breaks. Was told $158. Sounded good, so I made an appointment. When I came in the price raised to $256. Then they came back to say the front breaks needed to be repaired also. Unless in two days my front breaks went from ok to bad they are just trying to get money out of me. Another shop I actually trust had said the front breaks were ok but the back needed to be replaced. After I told her no, just replace the back ones she said "fine, wreck your front wheels". She walks out of the waiting room, the door doesn't even close and she comes back and says something about the rooters on the back also needed to be replaced. And she wouldn't let me drive out of here with rooters like that. And that would cost an additional > $100. So what was supposed to cost $158 is now going to be over $380. And they are pushing for over $620

Dear [redacted],
We are in receipt of the complaint sent to your office by [redacted], dated May 20, 2015. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted]'s concerns are being addressed by 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

[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]

My husband called last week to make an appointment for 4 new tires. He was told the tires were in stock. He drove an hour there this morning, November 25, 2016, for a 10:00 appointment. At 11:45, with the car up on the lift and 2 tires off the car, he was told that they did not have the tires in stock. After waiting for 2 HOURS, they finally told him that they did not have the tires, and, the car was already up on the lift??? The only suggestion the manager had was to purchase sub-par tires they had in stock. Never doing business here again at the Portsmouth, NH Pep Boys. Very unprofessional and unhelpful..

[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]

[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 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

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

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 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 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 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 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

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 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: ###-###-####

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.The service manager did contact [redacted] and invited him back to the store to go over the vehicle and explain the situation in what he stated was the problem and how we did do a courtesy code pull for the engine light for him and to discuss other findings. We did recommend [redacted] take the vehicle to a transmission shop, and [redacted] did take our advise and took the vehicle to the transmission shop for a solenoid problem. We invited him back to discuss at his convenience.
We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..



Regards,
Robin S[redacted]
Customer Care Specialist

Dear [redacted], We are in receipt of the complaint sent to your office by [redacted] dated May 19, 2015. We apologize for any inconvenience Mr. Garcia may have experienced at our facility. Mr. Garcia was contacted by the manager who addressed [redacted]'s...

concerns. We again apologize as well as thank Mr. Garcia 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

[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 not yet been contacted by any customer service representative from Pep Boys. I am looking forward to resolving this issue. Thank you!
Regards,
[redacted]