Pep Boys

Review: I replaced front pads and rotors at Pepboys store No. [redacted] which is at [redacted], PA on 11/17/2013. Technician installed pepboy's parts and told me this is a premium brake service include a 12-month warranty on it. Unfortunately, my car started to shake when I brake it on highway. I brought my Touareg to the same store on 6/14/2014 and technician found the rotors are warped!!!Desired Settlement: I need a refund of $138 labor on attached receipt. So I can go to ** dealer to install OEM parts later. When I get the defected rotors unstalled, I will ask for the parts refund later. Thanks!

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 16, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

When [redacted] came to our facility with the issue of the rotors, his complaint was addressed by the Service manager. Unfortunately no prior repair history was found for [redacted] in our system.

At that time [redacted] was advised that if he could find a receipt, we would refund him for the price he paid Pep Boys for the part only.

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:

[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:1. The receipt is attached showing that they charged me $138 labor for installation and this $138 is a premium brake service include a 12-month warranty on it. 2. They installed pepboy's rotors so this warranty should cover both parts and labor.3. When I uninstall the warped rotors later, I will bring those back for a separate refund on a separate receipt.So, I need a refund of $138 because of warranty. Thanks!

Regards,

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: I returned to the store this weekend and the store manager didn't want to do anything with my brakes.

Review: I placed an order for a radiator with Pep Boys online on 4/5/14 . The money was taken out of my account but the order did not go through. I called on 4/6/14 to ask about the order and was told there is a glitch in the system. I was also told that the billing department was closed and that the woman I spoke with would put in an emergency order. She also told me that I could call my bank and tell them to release the funds because the order did not go through. My bank said that Pep Boys would have to release the funds. It is now 4/9/14 and the money has still not been released. I was given a complaint number, [redacted]. I need and want my money.Desired Settlement: I would like to have the money put back in my bank account.

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office **. [redacted] on April 11, 2014. We apologize for the inconvenience and appreciate your patronage. The order placed online and cancelled has to do with the bank involved. We did run a report and could see where the sale was posted ,the problem needs to be addressed by the bank. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

So they are taking o responsibility for the money coming out of my account. I have since gotten my money back but the bank told me the request to cancel the payment had to be made by the company who took the money. How is that the banks fault for a glitch in Pep Boys system? The Pep Boys representative told me they had a glitch in the system and that is why the money was taken out even though the order was not processed. I also want Pep Boys to know that they have permanently lost a customer over this glitch and failure to take responsibility for it. [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:

Regards,

Review: According to the store employees, their system shouldn't put tax on the core item when a car battery is purchased; so that when the customer brings the old battery back, they can easily do a refund for the customers.This is not the case. The store charged me tax on that $15 (so $16.31); and when I brought my old battery back, they only refunded me $15; I had to spend 20 minutes to "work with" two employees and one manager and help them to do the math. During the process, the employees and the manager were very rude and impolite, and they kept saying they didn't charge me tax on the core item.It's not that I care about the tax on $15, it is about the store is not being honest, and the employees there have a really bad attitude when handling issues like this. At the end, I did get the money back, but the employees and the manager didn't even apologize, not even a single word.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Pep boy should fix their system immediately because this seems to affect all customers around the nation. The company should refund the money they "mistakenly" charged from the customers.

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.

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

Review: I went into the shop to get my rear passenger window fixed. The wearing had been torn and was completely destroyed. It costed me $349.28, a fair price. When I went back to retrieve my car it seemed louder then usual. I, knowing next to nothing about cars, assumed nothing of it until a few days later when I realized that the noise was coming from a leak in the muffler right below my rear passenger window. It was not like this when I brought the car in to remind you. I assumed that the leak happened during the repair and called the service desk to tell them that. When I called and told them the story the lady operating the phone didn't want to hear me out. Saying that the two were non-related I find this hard to believe considering the issue did not exist when I went to the shop. Now what am I supposed to do? Pay another 200-300 dollars to have something fixed that was broken during my last repair? Its as ridiculous if you asked me to fix the keyboard of a laptop and I smashed the screen and still expect to be paid for both jobs. I also understand that what ever happened to my muffler was not done in malcontent, but it is not fair practice to hold the customer accountable for this.Desired Settlement: I want them to pay for the damages they did to my car. I will go to some other repair service and I want the company to cover that cost.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 3, 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.

[redacted] was contacted by the Service Manager, who advised [redacted] that he reviewed the CCTV and there was nothing we did that would have caused the exhaust leak. [redacted] did agree that the system was totted and needed replacement.

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 visited the listed location for an oil change & A/C check on 8/22/14 at approximately 2:55pm. Once the services were rendered, I pulled out of the location & immediately noticed a large gouge & a smaller gouge on my dash board surrounded with a black greasy substance around them. I then turned around & headed back to the location. On the way, I called the front desk & explained to them what I saw & informed them I was on my way back to show them the damage. Upon arrival, I spoke with the manager Jason & he inspected the damage. He then told me they were not responsible for the damages. He reviewed the video tape of the services & stated he did not see anyone damage the dash. I explained to him I knew for a fact that the damages were not present prior to the services because I had literally just cleaned the dash board the day before visiting his store & had been in the car with my father all day. The damages are very prominent & noticeable. I am very upset about this situation & the fact that my car now needs to be repaired following this visit to Pep Boys Auto Service & Tire at [redacted] GA, store #[redacted].

Product_Or_Service: Oil change & A/C check

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I just want the damages repaired on Pep Boys behalf.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on August 26, 2014 by ** .[redacted]

We investigated the complaint by **. [redacted] and found no evidence on our CCTV, that we could have in anyway damaged the customers dash board, [redacted] also reviewed the CCTV.

We find no wrong doing on behalf of Pep Boys and will not take responsibility for any damage.

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

Review: we were told that pep boys that we needed a new distributor. We had them replace them and paid them a total of 501.79. It was suppose to have a 5 year warranty. After we picked up the car, we noticed the car was not running correctly. We took it back to pep boys as I suspected the distributor they gave us was faulty as I do know somethings about mechanics. They looked at it again and said that it was not the distributor and refused to replace it.We took it to another mechanic to look at it and he confirmed (and we have his diagonosis in writing) that yes, the distrubutor pep boys had put in our car WAS defectivce and we had to pay another separate fee to have the distributor replaced since pep boys refused to live up to their 5 year warranty and refused to replace it. We would like our money reimbursed to us since the distributor WAS found to be faulty and they refused to repair it and thus cost us another separate bill to have it corrected.Desired Settlement: we would like our 501.79 reimbursed to us since their distributor WAS proven to be faulty and they refused to repair it.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated May 8, 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

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: No resolution was indicated in the response the business gave us. They only wanted us to give them the location of the Pep boys that the work was done at, even though I included it in my original complaint. So in response to that, it was at the [redacted] location and their address is [redacted], pep boys auto #[redacted]. So I am responding to the request for the location, but we are still waiting for a resolution to this matter.

Regards,

Business

Response:

Dear [redacted],

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

The Service manager has tried to contact [redacted] to review and resolve this matter. We ask that [redacted] contact [redacted] the Service Manager.

The distributor does have a warranty and can be refunded, plus if [redacted] provides a receipt from the other repair facility we can issue a claim for that bill.

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

Regards,

Customer Service Coordinator

Review: Purchased tires on Pep Boys website. Parked Van in Pep Boys parking lot & space then took keys inside to have tires mounted. When they informed me that the van was ready they also informed me that they had broken a Hub Cap and told me that they would get me a replacement Hub Cap. They never did

When I left Pep Boys I noticed that the steering was stiff but not horrible. I assumed it was the new tires. I immediately got on the freeway and drove the 27 miles home which was 85% or more freeway. The steering was worst to me and once I got to the house I checked the power steering fluid and it did not register on the stick. I added power steering fluid till it showed on the stick. I then drove around the block and it was better then got bad. When I pulled into my gravel driveway. I noticed a wet spot where the van was. I crawled under the van and discovered a hose that was discounted that goes from the Power Steering Rack'n Pinion to the fluid cooler that is located behind the radiator. I reconnected the hose, added more fluid and then went to work using another vehicle.

The next day I checked and the level was stable. I took a test drove and it was still stiff but a little better. I called Pep Boys and told them about the experience. They did not offer any apologies or offer any assistance instead he stated that they have video of all the jobs and he will review it and send it to me. I never received a phone call and never received the video.

I waited 12 days before I sent a letter to the Store Manager. I never received a reply, not a phone call or letter.

I waited almost a month after the incident before I called and talked to the Store Manager ([redacted]). He wanted me to drive to his store so that he can look at it. I agreed as long as he bought the gas to get to and from there. He then offered to mail me the power steering pump and had me go get quotes for the cost. He sounded accommodating and he wanted to correct the wrongs.

I drove to a few places close by and obtained written repair quotes. I mailed them to him but before he could get the mail. He left me a voice message that he was not going to do anything.Desired Settlement: I would like a replacement for the Hub cap they broke. not an off the self set but the factory matching Hub Cap.

I would like them to pay me for the replacement and repair of the power steering pump. I feel what would be fair would the to pay me the same amount of money that they would charge to sale and labor to install the power steering pump as well as pay for $16.23 for the 3 quarts of fluid that I had to replace.

Business

Response:

Dear [redacted],

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

[redacted] came to our facility to have tires installed, the technician had no reason to be under the hood. The manager did review the CCTV and at no time was the hood opened.

During installation one hub cap was damaged, the manager offered a set of hub caps that we sell, [redacted] declined.

If [redacted] would like to purchase the factory hub caps, we ask that he return with the receipt and Pep Boys will reimburse him for one hub cap.

Pep Boys will not take responsibility for the power steering pump.

We again 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 purchased four new tires([redacted]) with this said company along with a paid warranty. I later found out that the tires were faulty. The first tire blistered around the side wall, so I went to the said store and got it replaced. The second tire was "out of round" and I tried to get IT replaced and was informed that they no longer carried the size I needed at their location in the [redacted]),so they called another location. That process took about three weeks while I rode around on a spare. I am NOW having problems with the third tire. I went back to the said store and was informed that the tire size that I need in this [redacted]), has now been discontinued. I was not made aware of this situation after the second faulty tire and now I'm being told that instead of offering me something in comparison to the discontinued tires, I would need to purchase four new tires of another [redacted] and my warranty will not be applied to the four new tires, it will become null and void. I'm now riding with haphazard tires because I'm being informed that I would need to pay MORE money.Desired Settlement: I want my warranty honored with four new tires in comparison to my discounted tires without paying more money.

Business

Response:

Dear [redacted],

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

**. [redacted]' complaint has been resolved.

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

Regards,

Customer Service Coordinator

Review: Early in September 2013, my car broke down and I Had it towed to the closest auto repair facility which was PEP BOYS. I was told immediately told it was my starter. Then without my permission the mechanic asked an assistant to check the starter. The assistant then took a pry bar (a large metal bar) and began to pound on the base of the starter itself. After that they attempted to start the car and (behold) it didn't start. Wal[redacted] into the office I was then give an estimate of $460+ dollars for repairs. I could not afford that. Why would so-called professionals begin a diagnosis of mechanical problem by stri[redacted] it with a heavy metal object? Friday the 25th I spoke to someone at PEP BOYS and explained the situation again.No response, but the gentlemen did ask for my name and phone number and that he would forward it to the manager. I attempted to meet with two managers on two separate occasions. Spoken to one I believe. They are either on vacation or have left for the day. I now speak with a young lady named [redacted]. She advised me yesterday 9/29/2013 that their Master Mechanic who was off until 9/30/203 had looked at my car and determined that the starter was not the problem. The reason my car stopped is that the timing belt/chain broke resulting in a blown cylinder and therefor a totally blown engine. So I have gone from a smashed starter to a blown engine. This according to a Master Mechanic who was not supposed to be wor[redacted] until 9/30/2013. No doubt a new engine will be well beyond my means. I am on disability and my disability income along with my wife's salary do not permit me access to thousands of dollars to fix my car. PEP BOYS ruined my car. I am trying to find a way to have the car towed to a legitimate mechanic to have whatever PEP BOYS did corrected.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Fix my car. No expenses. They trashed the starter stating that was the problem and now have created another situation where I will have to pay an outrageous amount for repair. I have been without a car now for almost a month. I have to take a bus or cab everywhere. All I get from PEP BOYS is pay this to fix the car we ruined (oh they offered no labor charges on a starter which was not the problem) or else take it somewhere else. This is not a Be

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent top your office [redacted] on October 15, 2013 . We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

The vehicle was towed in by a Toyota Prius pulling the Saturn with a rope. **. [redacted] said the starter was bad and wanted us to replace it. **. [redacted] feels that the prior work done at pep boys caused the starter to fail.

**. [redacted] was not present when the Saturn arrived at Pep Boys and the person who brought the 2001 Saturn L Series did not want to give his name or sign any paper work, also the person did not leave any keys to allow us to work on the Saturn.

On September 29, 2013 the keys were brought to the shop for us to work on the vehicle.

Due to the frustration **. [redacted] expressed, Pep Boys agreed to replaced the starter, but not accepting any responsibility for the damage, that **. [redacted] was accusing us of.

After Replacing the starter it was found that the Saturn would not start leading to the technician to diagnose that the timing belt was torn and also is suspicious that the engine may have some internal damage. [redacted] spoke with **. [redacted] about the Saturn on October 3, 2013, **. [redacted] was inquiring about the timing belt and [redacted] informed **. [redacted] that the replacement of the timing belt is only to verify that there is no engine damage not an actual repair. **. [redacted] will call back to the store to see what is more convenient for him.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his 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: The response is incorrect. I was told that the problem could be the timing chain, not the timing belt. This was after they allegedly fixed or replaced the starter. Belts wear out, chains on the other hand break. Then they went on to dismantle my car. Photo's to follow. They are waiting to further correct my inoperable car, but the car is at my place now and has been for some time. They were unable to completely get there stories straight. [redacted] was the one who gave me my car key. Please refer to my letter. It is much more detailed and accurate than what Pep Boys states.

Regards,

Review: I brought my 2010 Chrysler Town and County Mini Van in to Pep Boys in [redacted] to purchase 2 new tires for the front and an oil change. A sales Rep named [redacted] informed me that after waiting for almost 2 hours for tires to be installed and the oil change that the van also needed an alignment. I asked him to explain, He said, the front of the vehicle would not be even, and therefore, driving could be dangerous. He also said, the vehicle needed front breaks. After he informed me of the cost, I asked him if it could wait for another two weeks, he said yes. I continued waiting for the services to be completed, I was there from 6:45-10:20pm after a full day of work in Mental Health. I was exhausted. When I then service was completed at 10:00pm, I got in the van and notice it shaking, and a light (Eco) stayed on. No lights were on the console prior to arrival. I turned it off, got out and went to garage to get the service manager [redacted]. I informed him of the shaking and he told me the van needs a tune up. I informed him, the van was running fine upon arrival for service and now, it's shaking (vibrating). I was furious and he kept saying it needed a tune up, Again I informed him the van was running fine before service. I couldn't understand what they did for this problem to occur. I know repair shops take advantage of women all time. I had a headache and left. Saturday Morning, 3/16/13 my husband returned with the van to see if they would repair the problem, and he associate that assisted him said there would be more charges because they have to diagnose the program. He explained to them, they know what the problem is because my wife was here last night to purchase tires to have installed, and oil change. The service manager [redacted] kept insisting to her to have repairs made that were not identified by the console light indicators on the dash board. I need this vehicle for work daily and because of this I will not be able to drive. I want to be refunded for the ailment that was not done properly. The tires did not even look like they were the right size because of the space between the rim and the tire was so big. The tires looked like donuts [redacted] stated, it was because the vehicle was up in the shop on the tower poles and the shocks have not settled, relating to the weight of the vehicle. I could not believe what I was hearing. I got in the van and went home.Desired Settlement: I would like to be refunded for the alignment and whatever, I now have spend to have this vehicle repaired by another service center.

Consumer

Response:

From: [redacted]

Sent: Monday, March 25, 2013 4:23 PM

Subject: Re: Complaint Number:[redacted]

The complaint has been handle by the store and the vehicle is currently running well. Thank you very much for you immediate response to this matter.

Sincerely,

Review: My car was serviced by Pep Boys in [redacted], Il. They cleaned my throttle because they said it was dirty. My car would not run properly when it was returned to me. At their suggestion I had the car towed to a certified dealer. They dealer repaired the car for a fee of $701.00. They told me who ever( Pep Boys) cleaned the throttle, they allowed fluid to enter the throttle and short out the idle air control motor.Desired Settlement: I would like to get my $701.00 back.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **. [redacted] dated May 15, 2014. We would

like to apologize to **. [redacted] for any inconvenience he may have experienced at

our Pep Boys facility. A claim was entered

and denied. **. [redacted] than filed this complaint and our claims department

along with the Area Director reviewed the complaint again. We found that Pep

Boys is not at fault, but as a Customer Satisfaction, we will meet half way and

refund $355.00. We offered to **.

[redacted] $355.00 and he accepted. A refund will be given at the store.We

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

address his concerns. Regards, [redacted] Customer Service Coordinator

Took my car to pep boys because my engine light was on, they called and stated I needed my spark plugs changed and my gasket replaced as well as my fuel ejectors cleaned and quoted me a price of 1,100 dollars. I told them how much will it cost with out the ejectors cleaned and he stated 885.00, I told them to do it since I need my car to get around. In the meantime I look at my drivers manuel and it states I may need a new gas cap and that could be why the engine light was on. I go to pick up my car and they give me a bag of used parts to take home, I pay my bill go home look in the bag and there are two spark plugs and my old gas cap! I call and the guy and state there are only two old spark plugs I thought I had four, he states oh we didn't change your spark plugs those are from another car, we didn't change them we did a tune up, I'm like what?? After questioning him he gave me a song and dance. I wound up giving them 748.00 total. The labor charge alone was 450.00 on the bill. I got totally got ripped off and shame on them. Never again will I go to Pep Boys.

Review: I brought my car to the [redacted], CT Pep Boys location to fix a small issue with my car. I normally go to a garage nearby but the hours available by Pep Boys were convenient at the time. I advised the mechanic that a belt squeaks when I start my car and that I wanted my rear brakes checked for a noise I was having. I agreed to the cost of having two belts replaced and they proceeded with the work. After a week my belt was still squeaking so I went back and waited another two hours for them to tighten the belt. The belt still squeaks every time I start my car. I don't have the time to visit a third time and wait another two hours to have the belt tightened only to have to go back. The second issue is that when the mechanic took my tire off to check my brakes he used an impact wrench, which my regular mechanic later advised me is not supposed to be used with a locking lug nut. Because the impact wrench was used my lug nut lock is now cracked and the lug nut itself is now stripped and cannot be removed with a standard wrench. Because of this I had to purchase new lug nuts for all four tires and purchase a lug nut puller to remove the stripped lug nut.Desired Settlement: Refund for the labor on my belt that was replaced (I have no issue paying for the parts as I know I needed them) and reimbursement for the subsequent lug nuts and lug nut puller that I needed to purchase.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] on May 9, 2014, We would

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

our Pep Boys facility. The manager left a message for [redacted]. He would like to

apologize for any inconvenience and offer the refund for the out of pocket

expense.We again

apologize as well as thank [redacted] for allowing us the opportunity to

address her concerns. Regards, [redacted] Customer Service Coordinator

My experience with Pep Boys
9909 Pulaski Hwy
Middle River, MD 21220
(410) 686-3610
was horrible. The customer service is absolutely terrible, condescending and unprofessional. I am boycotting Pep Boys, I will not buy any auto parts from their store, nor will I have any service done, nor would I recommend Pep Boys to anyone. Yes, that is how awful I was treated and my overall experience was. On 9th of July I had my Jeep taken in for state inspection. I dropped my car off first thing in the morning, per the appointment I made, 8am. They did not complete the inspection until some 4 and half hours later. I was told I would get an estimate of any repairs that needed to be done. Close to 1pm, I show up, and there is no estimate. They told me they would call me that afternoon with an estimate. They never called. There is a list of things which failed inspection. The young kid working the counter was not knowledgeable at all. I asked several questions, and several times he went back to the service shop to ask the mechanic.
Here is the list:
Tint eval or removal (front driver's and passengers side tints)
Repair drivers seat operations
Parking brake warning light
alignment
restore rear lighting to proper operating condition
front o/e/m/ headlight assemblies (aftermarket, I was told they were illegal, then again, I was also told they had no low beams, which is not truth, the lights do have low beams)
rear center female seat belt latch
right rear female seatbelt latch
battery hold down
parking brake to hold vehicle
July 15th, everything was fixed (elsewhere, Pep Boys never gave an estimate and didn't seem at all interested in doing any of the repairs), except rear lighting issue, I took it back, early drop off couple hours before store opened; couple hours after store opened I get a call telling me they wont even bother with a re-inspection because of rear lighting issues not being fixed. They informed me that they would not fix it.
I pick up my Jeep. Same day take it to another service station. Pay out $230 for tail light circuit board and brake switch which solved the rear lighting issues. Take it back to Pep Boys for a 4pm appointment for re-inspection that same day. They fail me again. They claimed that one of the headlight assemblies (i switched out the aftermarkets with stock) was not emitting enough light. It was hazy. Whatever, easy restore. Also, they mentioned the headlight bracket hold down. They never mentioned that before. All the sudden that became an issue. They also said the parking brake didn't hold the vehicle. This was not true. I tested it my self just before dropping vehicle off. The parking brake held the vehicle perfectly. They backed off on the parking brake. I was very upset. Again, they told me they would not fix any of the issues at all.
I spoke with the store manager, a Mr. Kevin H[redacted] He acted very unprofessional and condescending. He arrogantly defended the terrible mistreatment and actually made accusations that if I had it fixed right the first time, there would not be a problem. On both the inspection and re-inspection, they did not mention anything about a Headlight Mounting Panel. That is what needs to be replaced in order for the headlight mounting bracket to be restored to original manufacturer condition. The store manager of Pep Boys actually told me I needed to replace the headlight assembly, this he told me in regards to failing my vehicle the second time, for something he did not fail the first time. We went outside so I could show him how the Headlight Mounting Panel and the headlight assembly are two different things. He was so pompous and discourteous. I ended up leaving, disgusted at the service, the attitude, and unprofessional conduct. I would not recommend Pep Boys for any reason whatsoever.

Review: I purchased tires from Pep Boys after reading an advertised rebate offer online. The offer was to buy four brand new tires and fill out a rebate offer, the fourth tire would be free. I went to the local Pep Boys purchased four new tires from the list advertised (I printed out the information and pre-scheduled my appointment through the website) The store filled out their portion of the rebate offer, I finished entering my information, and mailed it to Pep Boys with my original receipt. Today I received a post card from Pep Boys saying I did not qualify for the offer, any questions call ###-###-####. I called the number on the card they said the tires I purchased were not included in the offer, I asked how that was possible when I picked the tires from the list off of their website as part of the advertised special. I don't have a complaint with the local Pep Boys, but with the company itself for false advertisement. The post card came from Pep Boys PPC Resubmit Offer#[redacted] PO BOX [redacted]Desired Settlement: I would like to see my refund for tire totaling 78.99

Business

Response:

Dear **. [redacted],

We are in receipt of the

complaint sent to your office **. [redacted] on April 14. 2014, We would

like to apologize to **. [redacted] for inconvenience he may have experienced

with submitting a rebate through our rebate process..

**. [redacted] was contacted by the

store manager, however each call they were not able to speak with **. [redacted].

We ask that **. [redacted] contact the store and speak to the manager [redacted], who

will help to resolve this rebate issue for **. [redacted]. We again apologize as well as thank **. [redacted] for

allowing us the opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Review: I arrived to the store location September 1 2013 4:40 pm wanted to get a oil change the store sign hours displayed closed at 6:oopm on the day I was there when I enter the service area the service advisor told me the shop was closed it was 4:40pm I asked for a manager I was tld the manager is gone until Tuesday there is no shop manager I asked for the store manager his name tag said [redacted] he looked like he was strung out on meds / drugs and very robotice saying he is not in charge of the mechanics hours he said that over and over again they refused to service me ever though I was there 1 hour and twenty mins before the store was scheduled to close I had a gift card I wanted to use instead I had to go to [redacted] and specd money from my pocket that I did not have to get the oil changedDesired Settlement: $35.00

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted by [redacted] the manager at this said location, but the mail box was full and could not leave a message.

We would like to offer **. [redacted] a refund for $35.00 and we apologize again for the inconvenience. We ask that **. [redacted] return to this location and see [redacted] for her refund.

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

Regards,

Customer Service Coordinator

Review: I purchased two tires from pep boys in August 2012. I paid over $200 for each tire and the very next day my tires began to go flat. I took my tires to a different Pep boys location and they put some sort of anti leak fluid into the tire and sent me on my way. Six months later in February 2013 my passenger back tire that I had purchased blew out. I took my car to the same location I bought the tire from and they were able to prorate the tire for $50. I did not feel as though I should have had to pay anything that time because the tire was defective from the start. I was given a defective tire and I had to pay more money in order to get a new tire. Six months after I had the passenger side tire replaced my driver side tire also blew out. There is still tread in the tire however, it also blew out. I called the same location I bought both tires from and now I am being told my tire will not be replaced unless I pay full price. I did not spent over $400 on two tires for them both the fail within one year. That is very poor customer service and I was sold defective tires. There is no way both tires would just blow out with the tread depth that they have, and it just be a coincidence. The man that I spoke with over the phone was very rude and he did not want to do his job. As a customer I should not have been treated that way. Customers are what make a company successful, but I am being disregarded and pretty much told that I can not be helped. There are millions of tire shops, however I chose to try Pep Boys because I thought I would be given quality tires, however this is the worst tire experience that I have ever had.Desired Settlement: I would like to have my tire replaced and not have to pay anything for it. I did nothing wrong. There are no nails in my tires it simply blew out because it was defective. I should be given a refund for the inconvenience that this company has caused me!!!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 20, 2013, We would like to apologize to **.[redacted] for any inconvenience she may have experienced at our facility.

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

Regards,

Customer Service Coordinator

Review: July 27, 2014: Scheduled appointment time 9amI took my car to Pep Boys because all the water had leaked out of my coolant tank. They kept my car for two days, claiming they needed to replace the intake manifold. When I picked it up on July 28th (late afternoon; 5 or 6pm), I put it in "Drive," and the whole car jerked violently. On the way home, I noticed it was jerking every time it changed gears, which told me that something they had done had messed up my transmission. THEY are trying to say that there's no way they could have done something to the transmission during the repair. I called a transmission shop I had used in the past, told them about the intake manifold repair, and asked them if anything could have gone wrong in that process to affect the transmission. Of course, he couldn't tell me for sure without seeing the car, but he told me that yes- it's POSSIBLE they could have pinched a wire, or may have left a vacuum line off of it, or done something to the intake temperature sensor that could be messing the car up now. He also advised me not to drive it in its current state- to get a tow truck. Also, the car's still leaking water. I have a giant puddle under my car as we speak. So not only did they fail to give me what I paid for (STOP the water leak), my car is now experiencing transmission problems it DID NOT HAVE previous to taking it to their shop.I called the store the next morning (July 29th), and spoke with Todd C[redacted] (Asst. Svc. Mgr.). I told him about the cars issue, and he simply told me to bring it back. I told him that the car is not drivable, and that I wanted assurance that I would not be charged any more money to fix their mistakes. He refused to do so. At that point, I wanted to get an area supervisor involved, since it was obvious the store was not going to do the right thing. After hanging up with Mr. C[redacted], I then called Pep Boys 1-800 number (9:57am). A C.S.R. named Rose assigned me a case number ([redacted]), and told me that an Area District Manager would contact me within 24-48 hours. The 48 hour period went by with no contact. I called 1-800 again on July 31st at 9:04 am to tell them I had not been contacted as promised. I was told by Estelle that the first rep had failed to put in my request, and that I now needed to wait another 24-48 hours. Since I cannot be without transportation for this long, I asked her to give me the name of the Area Director, so I could contact him directly. She told me his name was Robert [redacted] (which was incorrect, it turns out his last name is H[redacted]), but refused to give me his phone number or e-mail address. I obtained this information myself via [redacted]. I sent Mr. H[redacted] an e-mail that same day (July 31st) describing my problem. While awaiting a response, Chad L[redacted] (Service Manager, store [redacted]) called me to ask what my problem was. He offered a free tow to the store, but again, refused to fix the damage or give me what I had already paid for without promising that I would NOT be charged any further. As of today (August 1st), I still have not been contacted by Mr. H[redacted] or any other Area Supervisor. I called the 1-800 number again (10:07 am), asked a CSR named Heather why I still havent gotten a response. She informed that they had closed my case because it had been resolved. Furious, I asked her exactly how it had been resolved when no Area mgr. had ever even gotten in touch with me, and my car was still broken. She told me that the free tow truck offer was their resolution. I told her to let me speak to someone in charge immediately. I was given to a Supervisor named Ruby who re-opened my case, and told me that the Divisional President, Mike M[redacted] would contact me within 24 hours. Im still waiting. I still have no transportation.

Product_Or_Service: Repair work on vehicle

Order_Number: Work Order #[redacted] Account_Number: n/aDesired Settlement: DesiredSettlementID: Other (requires explanation)

Since we already paid, and did NOT get what we asked for; pay for a tow truck to take my car back to their shop. Give me what I have already paid for (stop the water leak) AND correct whatever mistake they made to affect my transmission FOR FREE. No further charges. If they refuse to do this, (as they have so far) we want our credit card fully refunded for the charged amount of $740.00

Business

Response:

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] was given a full refund.

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

Review: I bought 4 tires at Pep Boys for my [redacted] SUV a few months ago. I went to the [redacted] dealer for a vibrating problem and they told me that 3 of my tires were out of regulation and they needed to be changed. I go back to Pep boys to tell them what the [redacted] dealer said and they said they were going to inspect the vehicle to see if they agree with the [redacted] dealer's comments. Pepboys said there was nothing wrong with my tires and that was the end of it on their part. I am having trouble with one tire loosing air very often and I am worried that my safety is online, but Pepboys won't do anything about it. I believe they should be liable for this since those tires are almost new and they are having so many issues.Desired Settlement: DesiredSettlementID: Replacement

I would like for my tires to be replaced free of charge. They should still be under warranty since they are only a few months old. I believe these tires were defective.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on February 7, 2014. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] was contacted and advised to return and his tires will be checked for leaks.

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

Regards,

Customer Service Coordinator

Review: On November 29th I went to this pep boy's with two flat bridgestone tires on the drivers side of my Subaru. It was suspected and suggested that someone had tampered with my car. They were asked to replace the two tires with the same tires that was on the car. They told me it would cost $288.00 and never said that they don't carry brigdestone tires instead they took my car and took 4 high performance bridgestones tires off and put 4 continuum tires on my car. When I left their shop my wheel was shaking very bad from the the tires not being balanced. So on 12/06/13 I took my car back to them and explained that I had just paid Subaru $700.00 to get my car ready for winter and that nothing was wrong with it when I brought it to them. I asked about the balancing and was told that they only balanced the 2 new tires even though they were asked and told to balance the tires. At this point I started to complain that there was nothing wrong with my car except 2 flat tires when I bought it to them and that I wanted the problem fixed because they had said when they were asked, that they would balance them. I was informed that it would cost another $12.99 to have all the tires done so [redacted] manager said they would do it for free. After getting that done I was still having a problem with the wheel shaking so that's when I noticed that my tires were not bridgestones. So I took my car to Subaru and asked about the tires and was informed that they don't carry that brand of tire. I only take my car to Subaru. [redacted] from pep boy called and said he would review to tape and call me back but didn't so I called him. He said he only saw them change 4 tires. When I asked why would they need to change 4 tires when 2 was flat on the drivers side. He said they would only refund to me $288.36. Even if they gave that I am still out of 2 tires. I want 4 bridgestone tires that's what I had when I went into pep boys.Desired Settlement: I want pep boys to pay for 4 bridgestone tires because there was never a reason for them to touch my car. They could not provide the service I asked for and that should have been made clear. I asked them to replace the 2 flat tires with the same kind that was on the car. How did I end up with 4 tires of a brand that Subaru don't carry when my car has only been serviced by Subaru. I have had it for about 2 years. They removed 4 tires without my permission or knowledge causing undo stress.

Business

Response:

Dear **. [redacted],

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

**. [redacted]'s case was handled by our claims department, her claim was denied.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his 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: PepBoys is a RIPP OFF Company with 247 complaints filled with Consumer Affairs and is about to be 248. If Subaru don't carry the tires on my car and I have never taken my car to anyone other than Subaru. Its plain to see that PepBoys took the tires. I will take them to court if I have to but, I will have justice.

Regards,