Pep Boys

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: 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: 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: I've been dealing with this headache since 2012, I have dealt with three different Managers since then. I originally took my car into the [redacted] Peep Boys location to get a check engine light serviced because I was do for a yearly car inspection. They suggested a few things and I got it done, my car failed the inspection twice due to them not able to figure out what's wrong with the car. I asked for a refund and they kept begging me to give them a shot to fix the issue. They tried a bunch of things that they swore would fix the issue, none of those things worked. They offered me free work and said for the inconvenience they would get the issue resolved. We'll I've gone back over 27 times due to them switching managers and having to explain my issue, the new manager [redacted] asked me to bring the car in on January 25th to fix my problem, at this point my car was shutting off and stalling on its own. [redacted] said you have a bad water pump that would fix you're issue, but it's gonna coast you $1200. I was pissed off because I've been dealing with Peep boys for over a year, every time I take my car to them I come back with 2 more problems. Just so I could be done with them for good I ended up paying $400. We'll I get my car back and not only did it have the same problem when I brought it in on January but my speedometer was telling me I was doing 80 my turbo boost was saying I'm + 10 and my oil said I was empty. I got out of my car and told [redacted] about it, he tells me what he always tells me, where busy right now bring it during the week. So I brought my car to get a issue resolved and I get it back with the same problem and they added another one. It took me 2months so they could look at my car. Last time on took it in they had my car for 8 hours and didn't look at it. I was upset called [redacted] told him I was on my way and he left. He also instructed them not to look at my car called the police and I'm with my family. BUNCH OF CROOKS AND I WAS EMBARRASSED. THEY MESSED UP MY CAR ON PURPOSE AND STOLE MY MONEY

Product_Or_Service: Repairs

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund on everything I paid for. My car was fine since I took it to Pep boys. It's worth less now. I'm not the only one who complains about them. When I was there last time a lady threatened to sue them. Bunch of crooks. I got a ticket because I don't know how fast I'm going and almost got killed cause my car shut off while turning.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 18. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. We replaced a water pump, which would have no affect on the instrutment cluster. **.[redacted]'s rquest is being dened.

**. [redacted] was given several refunds in the past for repairs rendered, no further refunds or repairs are due. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

[To assist us in bringing this matter to a hand 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 they are not pprofessional at all and are lying about past reapirs . I've been dealing with issues with my car for a while now. I originally took my car in for a check engine light. My car was always running fine until I took it to Peep Boys. They where unable to fix my problem and every time I take my car back for a sulotion I get my car back with more problems then what I took it in for. The credits I've gotten in the past was because it was offered by PeepBoys not because I suggested it. There's a reason why they had 3 different Managers at the [redacted] location since my origanial problem. On January 2014 [redacted] the new Manager there begged me to give him a chance to fix the problem that he knew what he was doing. My car was running like crap since my check engie problem, so I gave in and let him try for a solution. he promised me that if I pay 400 it would take care of my problem. I brought my car in because my car was stalling and shutting off. I pick up my car after days of them blowing me off and not only did it have the same problem the car was telling me Im doing 80mph and my foot wasnt even on the gas. 2 Seconds after I got in my car I brought it to Jhons attention and he told me dont worry about it he would take care of it. so not only was my problem not resolved I get my car back with another problem, felt like he did that on purpose. I tried for weeks to get a hold of [redacted] and his area Maneger and [redacted] kept blowing me off. I finally got sick of the [redacted] so I went in the [redacted] location after speaking with [redacted] who said he would wait for me to talk. I show up at the store and not only did [redacted] leave knowing I was coming he instructed his staff to stop work on my car and called the police on me and my family. I called the corprate office to get a hold of his GM and they said [redacted] would call me back. I havent heard from him not once and I was not given his GM contacts information. I feel like I got robbed with out a gun. Evrey one that I know says the same thing evrey time they go there they try to up sell on evrey thing over price things and get the go around on there cars onces the car is being worked on. I tried giving PeepBoys sevral chances to fix my problem and they failed to do so evrey tiime. There has to be a stop put to this, should I contact my lawyer? My car is a mess and its not from norlmal ware and tare because Ive always taken it to them for work to be done. If they dont know what there doing they shouldnt be working on cars. VERY RUDE AND UNPROFESIONAL, at this point I just want a refund because I was told my car would be fixed for $400 and it wasnt. Now [redacted] wants to make it seem like I just went in for a water pump, wich is a lie he said that $400 would take care of my problem. Hes covring up for his mistakes by past mess ups and him not able to live up to his word. ;;

Review: Originally brought my car in for a radiator replacement. My car was returned to me with a plethora of electrical issues I had not had before.

I took my 2001 [redacted] on 01.04.14 to have the radiator replaced. I was originally quoted $1200 for a diagnostic and repair which I reluctantly agreed to but I needed my car. I was told later that the water pump would need to be replaced for an additional $300. Because I had been quoted a guaranteed price of $1200 I made a complaint. The service manager [redacted] intervened and began working with me. Due to inclement weather causing delays with parts and the additional unexpected repair to the water pump Pep Boys kept my car until 01.13.14.

Upon getting into my car I have discovered several electrical issues that I have never experienced before. Turning on my dash lights causes my trunk to pop, my car alarm goes off sporadically when turning my car on (I have to turn my car off and press the unlock button on my remote which doesn't engage the locks), my driver side window and sunroof no longer work, my interior lights no longer work, my key-less entry no longer works, there is a spoiler icon on my dash, and my side mirrors can no longer be adjusted. Due to the large number of new issues I find myself occasionally failing to include every single one but have done so to the best of my ability. I immediately called and spoke with Gordon before leaving the parking lot of Pep Boys that afternoon. After describing all my new found proble** he stated "it sounds as though it's possessed" and advised me to bring my car back for them to take a look. Because I needed my car to commute to work we agreed that I would return my car the following week.

I returned my car on 01.18.14 still working with [redacted]. I was told they could not determine what the issue was and suggested that I take my car to our local [redacted] dealership for a 2 hour electrical diagnostic equating to $220. [redacted] agreed to cover the cost of the diagnostic from [redacted] as long as they confirmed that Pep Boys caused the issues; otherwise it would be my responsibility. I once again agreed reluctantly convinced that this is no coincidence. [redacted] continued to reschedule my diagnostic several times and during this time I kept [redacted] up to date on all changes because [redacted] was on vacation. After more setbacks from [redacted] I agreed to allow [redacted] to have a mechanic he found from [redacted] SC diagnose my car at the Pep Boys shop.

I dropped my car off again on 02.04.14 for him to review the next day. He too was unable to determine the exact issue with my car and I was then asked by Pep Boys to pay close to $500 to repair issues I had with the car before I ever brought them my car initially (trunk button on door never worked and passenger window had come off the track) in the hopes that this will allow them to determine the real problem. They have justified this by saying they are only requesting that I pay for the parts which I am not interested in doing. To prevent my headlights/dash switch from popping my trunk each time I engage them the mechanics at Pep Boys unplugged my trunk which now prevents me from being able to open my trunk with my key-less remote as I had before.

Once advising that I would not pay to cover unnecessary repairs I was told by [redacted] that he would continue to work on it. It has now been over a month since this all started. I filed a complaint with the Pep Boys corporate [redacted] page on 02.06.14 and received case number: [redacted] but have yet to receive any response or attempt at a justified resolution. My boyfriend requested to speak with the district manager the last time he spoke with [redacted] and was told that the issue would only be returned back to him so there would be no need to speak with him however I have been told that he is at least fully aware of the issue.Desired Settlement: I am seeking a repair of all electrical issues my car experienced after the original repairs Pep Boys did on my car and expect no charge from me being that these are not coincidental. I do not feel it just to hold me financially responsible for mistakes made by their mechanics. The repairs I expect include the following: spoiler icon on dash to be removed properly, key-less remote to both lock and unlock my doors as well as open my trunk, my interior lights to work both when I turn them on and

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on March 6, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**.[redacted]'s vehicle was taken to the [redacted] Dealer .It was confirmed by the Manager [redacted] at the dealer that the vehicle had multiple wiring issues not related to anything done by Pep Boys, however as per agreed, Pep Boys did pay the $ 123.20 for the diagnostic.

Pep Boys will assume no further liability for damages or further costs for this vehicle.

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

Regards,

Customer Service Coordinator

Review: I took the car with a harmonic balancer problem told them replace the part the car still has same problems they are very un professional the problem is still bad now my belts squeal and water pump is leaking which never had an issue

Product_Or_Service: repair shopDesired Settlement: DesiredSettlementID: Refund

I want to be refunded of $ 627.34 of repairs that they never fixed so I can go to another repair shop to be fixed

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 4, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The area Director has tried to contact **. [redacted]. We ask that **. [redacted] contact him and make arrangements to bring his vehicle in, so we can have the opportunity to address the issue and decide if a refund is warranted.

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: 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 brought my car in for repairs that were estimated at $145. The cost after repairs became $3200. The engine broke after the new part was installed and so they suggest I get a new engine. Pep boys got a used engine with 90k miles on it as the previous engine that broke had over 200k on it. The repairs took over a month and after receiving the car it was stalling once you hit the brake. I returned the car to have them figure out what was going on and they cannot. I took the car from them after the replaced a part they suspect. The car is still stalling. I reported this to the Pep boy’s customer service and I am waiting on a response.Desired Settlement: I need the car repaired at pep boys or give me the opportunity to take it to a [redacted] dealer to get if fixed. I have taken the cost of transportation for a month while the car was in the shop. I will need transportation if the car will take more than a day to be repaired.

Business

Response:

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.

At this time we are replacing the engine and the Area director is working with [redacted] with compensation.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Fax: ###-###-####

Consumer

Response:

I AM STILL WAITING ON SOMEOTO CALL ME AS THE ENGINE IS STILL NOT WORKING PROPERLT-"STILL STALLING"-IDLE BAD WITH TAPPING IN THE ENGINE-I AM REQUESTING SOMEONE THAT CAN MAKE AN APPOINTMENT FOR ME TO BRING THE CAR IN FOR THEM TO LISTEN TO AND DRIVE THE CAR. THE CAR RUNS HORRIBLE. IF I HAVE A REPLACEMENT ENGINE THIS SHOULD NOT BE OUR CONVERSATION AT THIS TIME.

HELP, PLEASE , IF SOMEONE IS LISTENING-THIS IS GOING ON SINCE JUNE 2014

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office on August 5, 2014 by [redacted].

[redacted] will be contacted by the service manager, he will assist [redacted] with a resolution. If [redacted] is not contacted with in the next 24 hours of this response, we ask that he contact the Service manager..

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

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: We initially noticed a change in our coolant color and had our car pulled to the Pep Boys shop at [redacted]. They diagnosed the problem and told us that we had motor oil mixed with coolant and as a result we would need to rebuild our engine and the technicians were very sure that this was the cause of the problem and assured us that once we had the engine replaced, the problem would be fixed. So we spent a couple thousand dollars replacing the engine and waited around 10 days for them to finish the work. Only 5 days after we got our car back, we saw the same problem and what is worse, the transmission gear wouldn't shift properly. Today, we were told that the transmission cooler was bad and the change in coolant color was due to the mix of trans fluid and we need to spend another $1000!! We had no problem with transmission when we sent our car to the shop. They either make the wrong diagnosis at the first place and told us to replace the engine which is not the root cause of this problem or they mistakenly mess up our transmission system during the repair. We are extremely disappointed at the the service and the customer service and will recommend our friend not to get their car serviced at pep boys.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Get our car fixed or get refund.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 24 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] brought his vehicle to Pep Boys it had multiple problems. we replaced the engine because it had dead cylinder and causing the coolant to boil over and mix with the engine oil. After the engine was replaced the vehicle was test driven and performed perfectly.

As [redacted] stated the coolant once again looked wrong in color and the system was flushed until clear.

When [redacted] returned we discovered that the transmission cooler was leaking transmission fluid into the coolant causing the discoloration of the coolant. This is a separate issue with the engine.

[redacted] was advised that the issue he is now having has nothing to do with the repairs performed by Pep Boys, and was advise that he would need to take his vehicle to a transmission shop. [redacted] agreed and towed his vehicle from Pep Boys.

We feel we have been more than amicable to [redacted] and no repairs or refund are due.

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

Regards,

Customer Service Coordinator

Review: This complaint originally started when I purchased a set of 4 Cooper CS4 tires from the Pep Boys location at [redacted], [redacted] in August or September of 2012. Since this location wasn't in the dropdown on the previous page, I couldn't select it. The 2010 Ford Focus I had the tires put on had 40,000 miles on it when I purchased the new tires. Prior to that, I never had any problems with vibration. As soon as I pulled the car off the Pep Boys lot, I noticed a vibration. This got worse as I got on the Interstate headed home. As soon as I got home I called the Pep Boys service center and told them I had a problem with the new tires, so we set up an appointment the next day for me to bring the car back in. The next day, they look at the tires and tell me everything is fine and that I am probably just feeling a vibration from the road, not the tires.

So, I take them for their word, but after 9 months and 20,000 miles on the tires, the vibration is getting worse. I have taken the car back to Pep Boys every 5,000 miles and told them I was still having the issue and every time they would tell me the tires were fine. Finally a couple weeks ago I took the car to another tire repair center and had them check the balance, tires, and alignment. The balance of the tires was off, around 1 oz per tire. Also the technician noticed a "hop" in the tires, which he told me indicates that the tires are out of round. The alignment checked out fine and no issues were found with wheel bearings or anything else that would be causing a vibration, other than the out of round tires.

With my new information, I decided to notify Pep Boys corporate of the way I was treated at the [redacted] Pep Boys service center and how I didn't trust them to work on my car anymore since they were obviously misleading me for the last 9 months. I have to assume they either knew there was something wrong with the tires and didn't want to admit to it, or they are just incompetent as a service center.

The person I spoke with at Pep Boys Corporate asked what I would like to be done and I told them I would prefer to get my money back, or at least get a different set of tires that were a better brand such as Michelin. They told me they would notify the store manager and they would call me in 48 hours. After waiting 48 I received no call, so I called Corporate back. They escalated the case to the District Manager of Pep Boys and told me to expect a call within 48 hours. Again, no phone call, so I called again. This time they escalated it to the Vice President of Pep Boys and again I was told to expect a call in 48 hours. Once again, no call. I called Corporate back again and they said they could send the VP an urgent email and he should call me immediately or at least by the end of the day. It has now been 4 days since I last talked to anyone at Corporate. I understand that this last called happened on July 3, which means they the VP could have been on vacation. But I should have at least heard from someone at Pep Boys, the store manager, district manager since I have been trying to get someone for the last 2 weeks.Desired Settlement: Since the company obviously doesn't care about it customers, at this point I would like a full refund. I was going to consider just having them replace the tires, but I really don't want to do business with a company that can't even call a customer back or care to fix an issue that is covered under a manufacturer's warranty.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 07, 2013,

**. [redacted] purchased a new set of Michelin tires and we refunded his previous tires.

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 vehicle off for a NC State Inspection. I was called by a Pep Boy employee to inform me the vehicle did not pass inspection because my serpentine belt was worn away. I informed the peps boys employee that the belt is relatively new and it shouldn't be worn away. He left me on hold to find out what was going on. The pep boys employee came back to then inform me, that they took another look and it looks like the belt tensioner is loose causing the belt to wear away. I paid the 23.75 inspection fee and was told when I get the items repaired I can come back and pass inspection I just have to pay 6.25 for the sticker for the car.

I went and purchased a new belt and tensioner and have my mechanic go install the new belt. When he took off the belt pep boys said was worn away we discovered it was not worn away. I then took the belt to another NC State Inspector and he informed me that there was nothing wrong with the belt.

I went back to Pep Boys to get a better understanding as to why the belt failed inspection. I was treated in an aggressive hostile matter by the service manager Richard P** from the get go because I had questions and concerns that in the end they could not answer. I was thrown out of the service department of pep boys because I kept asking for an explanation for the belt being worn away and trying to get me to pay $250 for parts and service on something I did not need. Richard P** said because I was talking in a loud voice, not that I was hostile, or vulgar but in a loud voice that I was disrespecting him. I asked him how does it feel to be disrespected when I have been disrespected from you from the moment I came in here with questions. That is when he came behind the counter and invaded my personal space to the point of contact and shooed me out the door.Desired Settlement: I wish to have an apology from Mr. Richard P** for being hostile and on the defense the second I had a question about the services rendered at his facility. Additionally I paid 23.75 for an inspection and I want that refunded since I was forced to go somewhere else to get my car reinspected.

Business

Response:

Review: I went to Pep Boys on 6/20/13 and bought a battery, the servics manager installed the battery. After the battery was installed and we started up my 2003 Yukon Denali it was still cutting off and I was told that I needed an alternator. I left my 2003 Yukon Denali at Pep Boys overnight and returned the next morning to get my truck fixed. I was told that they were gonna do a diagnostic test to make sure it was the altenator and they were going to replace the altenator. I was entered into the system at 8:43am and was given a work order service number 2084795, I was not called when the work on my 2003 Yukon Denali was complete. I returned to Pep Boys at 1:40pm and my 2003 Yukon Denali was sitting out front. I went into the service station and was told by the manager that my altenator was replaced and I need another piece called a SCV REC Flange Gasket that only the dealer could fix but my 2003 Yukon Denali was running fine. Upon leaving Pep Boys my 2003 Yukon Denali cut off again. The service manager told me to let it run for a minute and it would be fine. I drove it down US Highway [redacted] towards the [redacted] Buick GMC Dealership, while driving my truck cut off every time I stepped on the breaks. When I finally mad it to the dealership I was told by the mechanic to leave it there so they could run the diagnostic test that Pep Boys never did in the morning. On 6/21/13 at 11:10am I was contacted by [redacted] (contact number [redacted]) a Service Advisor at the dealership that I had a warning display when my 2003 yukon denali was started the said battery not charging. I never seen this warning before and shouldn't have that warning since I just bought a new battery from Pep Boys the day before. Pep Boys replaced the alternator on my 2003 Yukon Denali and that was not the problem/reason why my truck kepy cutting off.Desired Settlement: I want my money refunded back to me for the battery $128.25 and the alternator(I did not need) and the labor fee of $348.83 for a total of $477.08.

Business

Response:

Dear [redacted]

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

**. [redacted] states that she initially spoke with [redacted], for help installing a battery. Although it was after working hours, **. [redacted] states [redacted] went out of his way to personally install the battery.

After the battery was installed **. [redacted] found her vehicle still stalling out. She quickly came back to the store and asked [redacted] her to leave the car over night and evaluate in the morning.

The [redacted] discovered the alternator was bad after performing a charging evaluation. **. [redacted] was advised and approved the repair.

After **. [redacted] picked up her vehicle , she still had a stalling issue. At this time **. [redacted] decided to take her vehicle to the dealer, they informed her that the fuel system needed treatment in order for the vehicle to operate properly and nothing was found wrong with the alternator.

**. [redacted] believes she was misinformed, therefore, a refund will be issued.

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

Regards,

Customer Service Coordinator

Review: I took my car there @ weeks ago for inspection, tech said it needed a exhaust hanger to pass. I fixed the exhaust hanger waited the 3 days for cars computer to clear and took it back. the tech now insisted it needed motor mounts and a break line and it was going to cost 700 dollars. didnt hear from them for 2 days, so I called and was told tech had wrong motor mount and had to order one from factory, and its was now going to cost 860. 3 days pass and noone calls, so I call again and am now told that motor mount was wrong and they have to order a frame bracket from dealer and someone will call me next to day to update. well its 2 days later, today, and ive heard nothing! also after first contact I asked to see the, bad, parts and then I got the run around! please help!Desired Settlement: I still dont have my car and I want it back, fixed correctly,and I want some sort of refund, because this is absolutely ridiculous!

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 26 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

When [redacted] work order was written up, our system showed we carried the part needed for the repair, but it turned out it was a dealer only part. Because this caused a delay in repair, we did not charge [redacted] any additional cost for the dealer part.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: I had my brakes done at Pep Boys in 11/2012. I returned in August of 2013 because the brake pads which I bought were not the top of the line. pep boys replaced and upgraded my brake pads. I just had to pay for the labor. I took the car in after because the breaks did not feel right I had to press the brake pedal almost all the way. I was told there was nothing wrong with them. I returned again for loud break noises, I was told they just needed to be cleaned. In February of 2013 I was driving the car and totally lost my breaks all of a sudden. I had to curb the car to keep it from rolling into a busy street from the corner of a side street. I damaged by bumper on the curb, but the car stopped. I had the car towed to a repair shop. pep boys wanted me to tow the car to them, I refused because I no longer trusted them. The mechanic where I took the car told me that the last repair shop that put my brakes in left the screw that holds the caliper in place loose and it eventually worked itself off. All the break fluid drained out and I lost my breaks. Pep boys refused to pay for the repairs for the car. They insisted that too much time had elapsed to have caused the event. The mechanic at the repair shop called pep boys and recommended they talk to me and file a report, he spoke to the manager at the store. The manger never spoke with me despite repeated attempts and messages that were left. I called Pep boys head quarters and filed a complaint myself. The day after I filed the store manager called me to fill out a report. One week after he spoke with the mechanic. I told him I had filed and gave him the file number. I was later told by headquarters that the manager wanted to inspect the car and I had refused. That was never addressed with me, I never refused, he could have gone to the mechanics shop to see it, I did not refuse. I had to have the screw made because they no longer produce [redacted] parts an it is very difficult to find them. I was left without a car for two weeks. Pep boys refused claim.Desired Settlement: DesiredSettlementID: Refund

Repairs for the car.

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office by [redacted] on June 5, 2014. We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility. [redacted]'s concerns are being handled by our claims department.Regards, [redacted] Customer Service Coordinator

Review: I took my trailbalzer in and it had a balance issue, so they added a wieght to it. then before I even get out the driveway, I hear a loud noise coming from the tires, I turn around and they fix it, the wieght was to low. then I take it to them a second time because I hear a noise from the engine. I get it diagnosed and they say its my water pump, I was shocked seeing as we got a new one year and a half ago from them. so we were confused but said oh well and said we would be back the next day to fix it. the prblem gets worse because they gave me an estimate and said that the bearings have play and need to be replaced. when we leave the car water pump breaks before we could get home, which was only a few miles away. I wish they could have said something like we dont reccomend you drive your car, but they said nothing of the sort. seeing how we got there and complained about a sound and leave with a busted water pump. I had a water pump break on me a year and a half ago, I know what it sounds like when it gets to the point were its going to break. I had no symptoms of it breaking as fast as it did. no noise just breaks on me. the noise it previously had was so minor I had raise my windows up to hear if it was coming from my car. it should of smoked and made a very loud grinding noise if it was a a problem from wear and tear from driving it. so I asked myself, what are the odds that my water pump breaks 10 minutes after leaving pep boys and its not the first time that I had problems with this car before leaving pep boys. blaine the manager said that he would be there when I return and he was not, and the next day I got there at 8 and he said he looked at the camera and he didnt see anyone mess with the belt. the mechanic said he told the manager that the car had bad bearings on iteven though it says PLAY on it. I am explaining to the manger about how they just put a vague description of a serious problem. if it was that bad they should have told me. I had my fiance and son in the car also when it stalled on us, so of course I was upset. then I get it fixed and it cost me more than the quote on the invoice because I needed a new belt, even though they saw the belt was ripped to shreds, after they are hours into fixing my car they call and say the belt is 70 dollars. I felt like they were taking advantage of my situation and sensed the desperation of my situation. then I take it to a new place and they say I have no oil in the car. I just left pep boys a week ago and they said they checked my fuels in my car. I have no leaks what so ever, so they were obviuosly lying to me. so with that being said it caused more damage to my car which cost me 620 to fix!Desired Settlement: sense the manager was in the wrong and I had to pay more in the end because of them lying to me about checking my car, I would like a full refund and a apology from the manager.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent top your office [redacted] on November 22, 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] came in to our facility for a noise under the hood, we inspected the vehicle, and found water pump/fan assembly has bearing play and bearing making noise. We recommended replacing the water pump, [redacted] declined, he was at that time advised not to drive the vehicle. [redacted] choose to leave with his vehicle.

The same day the vehicle was towed back to our facility for the water pump replacement.

[redacted] was given an estimate for the repair, which he signed, before any work was performed.

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

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

Regards,

Customer Service Coordinator

I ordered 4 wheel covers, 15" to fit my wheels.
One wheel cover cracked when I installed as directed using a rubber mallet. A second wheel cover came damaged and dirty. When the second delivery of the final two wheel covers arrived I did not open and returned.
I explained the situation in an Email and phone conversation to Pep Boys.
Today received reimbursement for $20.11 of $41.83 paid.
So I am being charged for the two wheel covers--one that arrive damaged and the other constructed poorly.

Review: I made an appointment online 5/30/2014, for an oil change at 5 pm. I arrived at the store the cashier, [redacted], took my keys and information. I came back to pick up the car at 6:03, [redacted] checked me out, and gave me my keys. I left the store, 5 to 10 minutes later my car cuts off in the middle a main hwy. I called my friend, and let her know I was stranded, she stated Pep Boys must have done something wrong and she was on her way, soon as I got off the phone with her I called Pep Boys back and spoke with [redacted] he stated they only did the oil change, I said ok and hung up. In the process of calling a tow truck my friend arrives and we pop the hood, the oil had been drained out, the top was left off and the oil stick was not put in the proper place( I took pictures), I instantly go to call Pep Boys, soon as [redacted] answered he stated [redacted] I was just trying to call you, I am so sorry, we made a mistake bring the car back to us and we will fix it, I stated I'm stuck in the middle of the highway how am I going to bring it back, he stated for me to call the tow truck, have it towed back to the shop, and that they were about to close, but they would look into it tomorrow. I stated No, I have to work in the morning I need my car fixed, he stated he would think of something and call me back. About 10 minutes later he calls back and states that they are sending a tech out to look at the car, and that I would be refunded my money, and my next 3 oil changes are free, by this point I'm angry. Some bystanders pushed the car out the road and after about 15 minutes the tech arrives, he looks at the car and stated yes its messed up we need to call a tow truck, which was already in progress, The tech then stated its 7 pm I have to get back to the shop to clock out so I won't get in trouble, but we will be waiting for the car to get to the shop and that they would have to provide a rental car. While waiting on the tow truck I called the law enforcement and filed a report. After about 45 minutes the tow truck arrived. When we got to the shop everyone was gone. Yesterday, I went to the shop on my lunch break around 1130 pm, when I got to the shop I spoke to the manager, he stated they would need my keys to see exactly what is wrong with the car, I told him I do not just want yall to put oil in it and send me on my way, the mechanic stated he would be doing an evaluation, I stated I wanted to be present, he said it would be a few because he had a car in front of me and that he would call my friend to walk over to the shop when he gets ready to assess it. At 3:02 she emailed me and stated "They gotta get yu another engine and they gotta put ur paperwork thru to get yu a rental but they dnt know how long it is gonna take. I told her to call them and tell them that I need a car today I can not miss work, the children are missing school because we have no car to take them or pick them up, she made this statement to the manager concerning them getting me a rental "... will she have it by today cuz she gotta work he was like he dont know cuz they gotta send they papers off to a claim or something and then they gotta send it to the rental place." When I got off at 5 pm, I had my mother and stepfather meet me at the shop, the manager stated that he hasn't heard from coporate yet and he has to wait on approval, by this point I'm angry, and all he is saying is there is nothing we can do, you can get a rental and we may be able to reinburse you up to 25.00 a day for the rental, I told him I would not be able to do that, he stated theres nothing THEY CAN DO FOR ME UNTILL COPORATE CALLS, FOR SOMETHING THEY MESSED UP. I left before 7 pm I went back, he stated he still hasn't heard anything. Today I still have not heard anything from them, so I emailed my friend and asked her had they called her phone, she stated no but she was about to walk over to the shop, she then emailed me back and stated they still have not heard anything. My thing is THEY are responsible for my car, but I am getting the run around to get my car fixed, or a rental car, it is like they do not even care. I asked for the number to coporate he stated he could not give it out. This process has been very aggravating all they had to do was change the oil, I have had to miss work, the kids have missed school, this weekend we have a trip planned for the family which we can not cancel or that will be a loss of money, but Pep Boys doesn't care they are just taking there precious time. I'm trying not to make this a civil matter but this is ridicoulous I need some answers.Desired Settlement: I would like for Pep Boys to either pay me for my car because the engine is blowed, since they have owned up to the fact that it is indeed there fault, or replace my engine. I would like for them to pay for the rental car untill it is fixed, because I have been missing work due to not having my car.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by **. [redacted] on May 5, 2014, We would

like to apologize to [redacted] for inconvenience she may have experienced at

our Pep Boys facility. Our claims

department is handling [redacted]s concerns. We again apologize as well as thank [redacted] for allowing us

the opportunity to address her concerns.

Regards, [redacted] Customer Service Coordinator

Review: Took My car to get it serviced. 5 days later I went to pick up the car upon receiving noticed that the car was ready. As I checked out I went straight to my car. Immediately getting in the car the car did not crank the first four times. I went inside the store in tried to let the manager Know what was going on and he responded with "It cranks for sure, it cranks for sure", not evening admiring the fact that I just came from the car. I said im calling my bank and getting a chargeback for these poor services. I then was told "Call who you want to call". I was eventually able to get my car to crank enough to drive off the lot to arrive at my house. The next morning my car wouldnt crank at all. It hasnt even been 24 hours since I was told my car was ready. Im out 800 dollars. After noticing my car did not start this morning I called Pep Boys and was told to get it told back there. I do not have the funds to get it towed back to them nor do I want to.Desired Settlement: FULL REFUND AND/OR CAR REPAIRED CORRECTLY

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by [redacted] dated March 10, 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

In order to further assist [redacted], we will need him to provide us with the location of the Pep Boys he visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator