Pep Boys

Dear [redacted],
We are in receipt of the complaint sent to your office on August 7, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.
[redacted]...

[redacted] was given a refund for the labor amount that she was charged.
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

[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. 
Hi [redacted],
 
Chris, the Service Manager, called me this morning and told me that he has a check for me even though I requested it be mailed. 
 
Later, the district manager, Chris, called me and said that he is holding the check because I rejected your last update to the Revdex.com.  As I told him, I only have 2 options for your responses back to the Revdex.com – Reject or Accept.  Since no one from Pep Boys could tell me the specifics of the refunded $ amount, I had to reject the offer.  Chris, the District Manager, told me that the refund is for $1,298.56.
 
As this point, I accept the offer from Pep Boys and Chris, the District Manager, said that he will mail the check to my residence (address below).  But Chris is waiting on your approval to mail the check to me.
 
Thanks
[redacted]
[redacted]
[redacted], [redacted]
Regards,
[redacted]

Dear Ms. [redacted],

face="Calibri"> 
We are in receipt of the complaint sent to your office by Mr. [redacted].
 
We sent Mr. [redacted] the return labels and a gift card for his inconvenience. We are still waiting for the return.
 
We apologize as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns.
 
 
Regards,
 
Robin S[redacted] Customer Care Specialist

[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:They put the spare tire on so any problems with the locking lug nut would have been there fault to start with.  
I'm sure Victor was supposed to quote the [redacted] tires but the quote he gave me were clearly for the [redacted] tires.  Of course he just happened to lose that paper after I showed it to him.  Victor made a mistake but instead of just admitting it he turned it on me to cover himself.  He's a very good liar and I'm sure this isn't the first time he miss quoted something and then lied about it to help his commissions.  
I wouldn't pay them extra to put the tires on that I was quoted.  Plus, who knows what they would do to my vehicle in the shop.  Congratulations on being the worst company I have ever been to.  I'm sure being dishonest to your customers and blaming them for stuff you break will pay off for you.  Good Luck.
Regards,
[redacted]

I got my 2008 Dodge Charger repaired had a problem with my thermostat housing and got charged 650.00 and then a few months it happend again then it happened again in about 5 months later and got told by pep boys to pound sand and I had to take the car to the dealer with I didn't have any money to get fixed and looked at and also lost a day of work didn't have any money to repair it had to buy a need car. I called pep boys and demanded my money or store credit they told me they would get a hold of me and no call ever was made back to me I called again and they told me the same thing then called the third time and same thing no management personnel had called me then called again December 30 and got told that regional manager was going to call next day and nothing I called back and got told that management had call me and worked a deal with me the only problem is that no one called me he was lying about that and told customer service that what kind of liars you have working with this company representative told me that it would be escalated to area director is been 16 days and nothing but lies lies because of these people I am stuck paying for a new car because if they would of done the job the first time I would of had my car with no car payments now I know take your car to the dealer these people are scammers.

Dear [redacted],
We are in receipt of the rebuttal sent to your office, by [redacted] . We again apologize if [redacted] felt she was mislead by our associate. The work order was reviewed and we did not find anything other than the front brakes being replaced. The service manager would like for [redacted] to return and he will personally make sure he addresses the brake light 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 SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone:  ###-###-####Fax:  ###-###-####

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] came to our [redacted] facility with a coolant issue. When the vehicle was inspected the technician noticed the water pump was leaking. He then did a block test and it passed, so we recommended the water pump to be changed. [redacted] approved the repair and we the changed the pump and rechecked the car for any leaks. The technician took the vehicle on a test drive and car was running fine no over heating issue and no more leaks.
[redacted] stated that they drove over one hour and noticed the temperature gauge was 1 line above half way, which is not over heating for this car. She took the vehicle to Pep Boys on [redacted] CT they looked at the vehicle and advised [redacted] she had a bad head gaskets on the vehicle and could not find any thing else wrong and that they could not get the vehicle to over heat. .
The vehicle was than towed back to [redacted] location, the vehicle was inspected and we could not find anything wrong and the car would not over heat, the temperature would go just go over half way line on temp gauge and the fan would come on and bring back down to half way. So we put new radiator in the car thinking it may be possible a small clog or some restriction in flow and changed the temperature gauge sensor.
The manager Gary test drove the car for almost 100 miles and the vehicle never overheated. The issues with the vehicle have nothing to do with the installation of the water pump.
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: ###-###-####

I was able to go back to the store and they have refunded me the money I originally paid for the service. I did ask the Manager Doug if they were out of sticky tire weights and knew it, how many customers over the weekend...

did they perform tire mounting and balancing for that paid for the service but did not actually get their tire weights applied. So basically they could have many others charged for a service they never performed.

Hi,
The address of the location is: [redacted] Plano, tx [redacted].Thanks you
[redacted]

We are in receipt of the complaint sent to your office by **. [redacted]  dated June 12,  2015....

We apologize for any inconvenience [redacted] may have experienced at our facility. [redacted] was contacted and offered the requested refund. 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

Dear [redacted], We are in receipt of the letter sent to your
office by **.[redacted] on May 22, 2014. We would like to apologize for any
inconvenience **. [redacted] may have experienced at our...


facility.**. [redacted] initially came in
May 9, 2014, for a check engine light. We recommended swapping a coil due to
intermittent possible failure, we also recommended a 3 step fuel system cleaning
and an engine torque mount, due to the bushing being broken and cracked.
**. [redacted] agreed to service a total
of $244.36, and left with the check engine light off, On May 11, 2014, **. [redacted] came back in with check engine
light on, this time misfiring in cylinder where we swapped the coil, so we
tested, and replaced the coil, for a total of $218.81,. **. [redacted] then came back
on May 17, 2014, with the check engine light on again this time for a p1300 ecm
not receiving signal, for which we checked wiring and fuses and found no
problems, and diagnosed it as a possible ECM problem and recommended the
dealership for further diagnostic and repairs, we did not charge him for the
last service. The service manager spoke with **. [redacted] and advised **. [redacted]
to return on Saturday June 7, 2014, a technician will recheck the vehicle and
hopefully do the repair, or **. [redacted] will be given a refund for the repairs
related to the check engine light. We again apologize as well as thank **. [redacted] for allowing
us the opportunity to address his concerns.
Regards,
[redacted] Customer Service Coordinator

Ordered parts and received the wrong ones. I have contacted then several several times, asking for return labels to return the parts and the keep sending me labels where I have to pay for shipping.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I just want prepaid Labels sent to me so I can send back the merchandise and get refunded.

Review: I purchased a truck cover on April 21, 2014. I submitted the mail in rebate and followed the instructions per pepboys website. I mailed my rebate, and found out it was denied. After calling the mail in rebate center I was told that I was missing a receipt. I told them I mailed in the original shipping invoice. After waiting for some time I was told that my invoice was missing a bar code and they could not process my $20.00 mail in rebate without it, or I could contact the purchasing customer service and get the information. Purchasing customer service provided the information below, and rebate customer service said that it wasnt correct, and that I could not get my rebate. I mailed my invoice with my rebate form circling the item purchased. I did my part. One of the reasons I purchased that truck cover was because of the mail in rebate. It's not my fault that a bar code was missing, and now I am told that I cannot get my rebate.

Web Order Number: [redacted]

Submitted Date: Monday April, 21 2014 | 9:01AM EDT

First Name: [redacted]

Last Name: [redacted]

Email: [redacted]

Phone Number:

Billing Address: [redacted] | [redacted], TENNESSEE | [redacted]

Fulfillment Type: Physical Ship

Shipping Address: [redacted] | [redacted] | TENNESSEE [redacted]

Delivery Method: Ground (5-7 Days)

Returns: No

Fulfilling Store ID's: [redacted],

Products:

Product: [redacted] Truck Cover Size PU-G4X

Part #: [redacted]

SKU: [redacted]

Quantity: 1

Amount: $97.49

POSLOG Transaction Number – [redacted]Desired Settlement: I want my $20.00 mail in rebate that is advertised on the website with the truck cover.

Business

Response:

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. We apologize for the frustration while submitting your

rebate, and will send you a $20.00 check. Please allow 7/10 days for

deliveryWe again apologize as well

as thank **. [redacted] or allowing us the opportunity to address his

concerns. Regards, [redacted] Customer Service

Coordinator

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you.

Regards,

Review: I was charged over $554 to have my vehicl and the same problem occurred. I went back to the Pep Boys location in Pompano Beach Florida 3 times to have repaired and it still was not repaired. I then filed a complaint with Pep Boys customer relations and was told that a District manager would call me back. He did and when I advised of the problem he advised that he would follow up with me that next Wednesday and I never received a call back. I went to [redacted] and they stated that the vehicle had a different problem and that further review was needed.

As we never heard back from Pep Boys, we disputed the charges with [redacted] only to be told that Pep Boys now claimed that we never brought back the vehicle in the first place.Desired Settlement: I wanted a r to resolve the situation.efund or at least a good faith offer. We spent over $554 dollars to have the car not work. We brought it back three different and are now being told that we did not try

Business

Response:

Dear Ms. [redacted],

We are in receipt of the complaint sent to your office on January 13, 2015 by Ms. [redacted]. We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.

The store manager did contact Ms.[redacted], they both agreed on a refund of half the bill $ 276.00.A check will be requested and sent to Mr. [redacted] at [redacted].Boca Raton,FL 33428.

We ask that Mr. [redacted] allow 7 to 10 days for the check delivery.

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

Philadelphia, Pa 19132

Phone: ###-###-####

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and this is a just solution to the situation.

Regards,

Review: My 89 yr old father was told his final bill was $210.00 right before he gave Pep Boys his debit card and they ran the card and charged him $605.18. They also made him sign a paper which they won"t provide to him in english which they knew he does not speak , write nor read any english. They also put on the bill services he never agreed or wanted done to his car. I spoke to a manager who told me that this is America and that's why my dad was told to sign a paper he couldn't read or understand what he was signing. I said that many bussiness provide paper work in thier langauge where by law a person knows and agrees to what is being signed. We are disputing a $273.00 charged for labor when my dad was verbally told is was $100.00 and they charged him $373.00 and $65.00 charged put under (other) which when I ask what other meant I was told taxes but right next to (other) was where it says tax is $34.26. I believe they seen an elderly man with a 1994 car and alone and took advantage of him plus mislead him to believe his total bill would be $210.00 and went ahead and charged him $ 605.18. My dad would like the total of $338.00 returned to him. This is the $273.00 over charged for labor and the $65.00 charge for (other).Desired Settlement: My dad would like his bill adjusted to refund a total of $ 338.00 returned to him.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 21 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] came in to our facility on March 12, 2013 to have a brake inspection done, after we did the brake inspection, we found the following repairs needed; front brakes, rotors and wheel cylinders in the back.

Front brakes, labor and parts came to $ 260.97 and the wheel cylinders $17.48 each and labor for both $200.00. [redacted] paid his bill and was well aware of the total $605.18.

The next day [redacted] returned and spoke with the same manager [redacted], that explained the repairs and the total to [redacted] the day before in Spanish. [redacted] stated to [redacted] that he did not want to negotiate with someone from [redacted], [redacted] was also very disrespectful to [redacted].

We find no wrong doing on behalf of Pep Boys and no refunds are due.

We apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: I brought my car in for repair back on April 8, 2013. I was told that my car would be repaired within 1 or 2 days, I was okay with that because I had to leave town on Wednesday. Instead it took over until night Friday before my car was finally finished. I was told by Tech that would be done in time for my trip

Because it took so long to get my car repaired I had to pay for rental car plus insurance and gas to go out of town that week.Desired Settlement: I would like to be credit back for amount of $250 that I had to pay for Car rental; insurance and gas money.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by [redacted] dated June 12 , 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

We apologize for the delay, the cv axles came in wrong and had to be reordered the axles from another parts place.

The manager has tried to reach [redacted] and has approved to refund the rental and insurance. We ask that [redacted] return to our facility with the receipts to receive his refund.

We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: I dropped my car off last night (Friday) for an 8 am service appointment the next day . At 9:55 am (Saturday) I was told my card needed an new turn-indicator part. I asked specifically if the part was in stock, and was

told that it need only be brought over from the LOCAL WAREHOUSE. At 6:47 p.m., I called to check on the status of a repair that I was told would be finished that afternoon. I was told told that the part must come in from INDIANA, and my car may not not be ready until MONDAY at the earliest! (I was told during the Saturday, 9:55 am call, that the part needed for the repair, a turn signal alternator, would arrive in time to have the car repaired by the afternoon. )Desired Settlement: I want to be able to pick up my vehicle without retaliation for Pep Boys, and have the vehicle towed to a competent auto repair shop.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 22, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service Manager [redacted] would like the opportunity to speak with **. [redacted] and personally apologize for the mis communication on our part. [redacted] advised **. [redacted] that the part was coming from another location, when **. [redacted] called that evening the Service Writer [redacted] mis informed **. [redacted] that the part was coming from a different warehouse.

The vehicle was repaired and finished on Saturday before closing. **. [redacted] picked up his vehicle on Sunday.

We apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: Pep boys [redacted] va [redacted] mileage in consistency 45,5278/30/10 and pep boys 9/29/10 30,016 losted equity on trade in of car because of this . correct this and submit to [redacted] immediately with compensation.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated September 24, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

The correct information has been submitted to car fax.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: money was reduced when I traded in my car and this was due to a unprofessional employee at pep boys and sorry to say they have losted a loyal customer because they have not provided good service for a long time.

Regards,

Review: Did not do the work. Paid $900 for brakes and oil, paid for service, and service was not done. No refund issued, work not done. Making police report.

Company fraudulently charged my boyfriend and me for work done to the car. We paid for new brakes, an oil change, and for some other parts to be replaced. We were told to pick up the car, and the work was done. After leaving the brakes did not feel any better than when it was brought in. We had my father look at the work done, and the brake-pads were the old ones. The oil filter was from last years change. The routers were not new, and not shaved. The only thing changed for $900 was the back brake shoes. Everything else was not done. When we brought car back, they admitted the work was not done, and that we were lied to about the brakes not being fixed. After everything, the oil still has not been changed. We were charged for labor fees, and the labor was not done. This is fraudulent and negligence. The car quit while on the expressway today, which is how we found out not only the oil was not changed, but there was no oil in the car after taking it back a second time. A police report is going to be made against the company and mechanic that SMIRKED at us when we told him we know he didn't do the work we were charged for. Horrible service, and a complete rip off. We called a second store and asked the price for parts that we were charged for. One part was $49, and on our bill we were charged $150 for the part (not including the labor charge).Desired Settlement: Compensation and refund for the nightmare of this stores policy of ripping us off. The brakes need to be re done some place else. Do not trust this pep boys store anymore. A refund of what was paid ($900) is requested to make things right. Not only was money wasted on services not rendered, pep boys has broke their contract with us by charging us for work not done. 2 days of work missed over having vehicle in their shop, and the car is still not right, and worse now. The car is damaged because o

Business

Response:

---------- Forwarded message ----------

From: <[redacted]>

Date: Wed, Oct 2, 2013 at 10:16 AM

Subject: [redacted]

To: [redacted]

**. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 7, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The Area Director [redacted] spoke with customer [redacted] on Wednesday September 25, 2013 he explained to her that our loss protection and human resource department conducted an investigation and after reviewing everything, it was found it was a communication error.

There was an over charge of $20.00 and that is the only mistake on our part. The store has refunded over $400.00, installed two new brake drums and installed two new tires.

The Area Director received a call from the customer [redacted]. He told [redacted] that some one had contacted his mother earlier and insulted her and her knowledge. [redacted] advised him that he was the one who called his mother, whom he has been dealing since 9-13-13 to give her a response on her request to fire [redacted]. And that he never insulted his mother or her intelligence. he simple explained to her the outcome of the investigation.

[redacted] was than told that the car has an engine problem, and after watching the CCTV we have found that the repairs and oil change were rendered.

We find no wrong doing on behalf of Pep Boys and no refunds or repairs are due..

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Regards,

Customer Service Coordinator

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

You can claim to have done the work properly, but it was not done right the first time. Because of the first time around damage occurred to the engine of the car. After you said the work was done, we took off the back tires to find only the shoe had been changed, nothing else. I have photographic evidence to prove what I am saying. The oil had been removed from the car, but none put back in. Once returned to the store, they did change the brakes, but only because they were caught lying and over charging to begin with. The mechanic ADMITTED that he did not do the work. When forced to do the job that was paid for, he still tried to slack and not do it entirely. When he said he was finished, he had to be told to bleed the brakes. He asked how did you know I didn't, and was told that we were watching that time. HE laughed over being caught a second time not doing full work.

Since the oil was not replaced that had been taken out, the car suffered internal damage to the engine. While driving on the turnpike the car broke down. Upon returning the car once more to pepboys (fourth time) the manager said the only thing he could offer is a free oil change DESPITE THE FACT WE HAD PAID FOR ONE THE PRIOR WEEK AND DID NOT HAVE IT DONE. We checked the original filter, and it was one that had been put in before pep-boys claimed they did the work.

Review: I took the 1986 GT Mustang in for idle problems, they said car was finished go smog the car after warming up starts to jump and idle badly,. When I brought the car to them it idled better than when they fin. I took car to 2 star smog station they said they could smog because car ran to badly. I took car back to Pep boys after 1st smog it started jumping in the load test. They also burned out relay out for my electric fans. I had that fixed after I got car back took to second smog the smog tech said I cant charge you till car runs right..! I called Pep Boys back they said they cound not do anything about the carDesired Settlement: DesiredSettlementID: Refund

The oxygen sensor has nothing to do with idle that works of what comes out your tail pipe. The idle problem is a mechanical electrical problem not what an engine analyzer says. They had to charge me something. The car runs worse.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated October 8, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

To further assist **. [redacted], we will need the Pep Boys location he visited. Once we received the requested information, we will than begin our resolution process.

Regards,

Customer Service Coordinator

Business

Response:

From: <[redacted]>

Date: Fri, Nov 1, 2013 at 2:39 PM

Subject: [redacted] # [redacted]

To: [redacted]

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on October 8, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] was contacted and offered the refund he requested. $ 510.04.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator