Pep Boys

Review: I had my oil changed at Pep Boys (the listed address) one year ago. At that time, the oil was successfully changed. When my car signaled it needed another oil change (on Friday, July 4th, 2014), I took the car to the same location. The tech, after reviewing the car, told me it would be impossible to complete the oil change because the oil pan drain bolt was "stripped". I informed him the last time an oil change had taken place was at that location, he told me he had no record of me ever being a customer at the location (even though a simple check of the computer system would have shown that I have had my oil changed there twice in 2013 and had a front end alignment and oil change there in 2012, and have not used another store to change my oil in that time.Desired Settlement: The store must change the way it completes oil changes. If they continue to use machines to undo and replace drain bolts, especially when they obviously are using the incorrect size for the job, they will continue to damage drain bolts. This type of situation has lost them a customer and others should be warned of potential damage to cars and additional expense down the line to replace a bolt that should not need to be replaced on a car less than five years old.

Business

Response:

Dear **. [redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on July 7, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility. The Service Manager has made several attempts to contact **. [redacted] since his case was originally opened.

On July 15th, The Service Manager sent **. [redacted] the following email:

**. [redacted] ... I have been trying to contact you in regard to comments you sent us about your recent experience at Pep Boys, but have been unsuccessful reaching anything but your voicemail.

If you would like to discuss this matter further and reach a resolution, please contact me directly at the store: ###-###-####. I have all of the history information and am fully capable of addressing your concerns.

If **. [redacted] has yet to respond to the email, we ask that he contact Mike at this location.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Review: 10/20/13: Dropped vehicle off for service for a small visible crack/leak at the top of my radiator tank. I was given a price of roughly $525 for "radiator replacement package". Service tech [redacted] stated that "a pressure test would be performed to ensure that there wasn't another issue with the head or block"...that "they would not want to replace the radiator if there was another issue".

10/21/13: Pep Boys called to say the repair woud cost $1300 due to a head repair. There was confusion about the price stated, and when I followed up, [redacted] said "no you heard me, I said $3300 not $1300". When I called back, [redacted] said the price was $3600. I declined the repair at this point, as clearly there is no consistency in pricing practices here.

10/23/13: picked up my car. Was ushered out the back service door, to find my car running with the door open, and no paperwork or invoice was provided. Is this normal procedure?

10/24/13: I visually inspected the car at my home, to find no fluid in my radiator, a missing resevoir tank cap, and when I added 2 containers of coolant, the car immediately began to leak PROFUSELY from the lower left passenger side. This was NOT the condition that I took my car to them.

10/25/13 (estimated): submitted online complaint to pep boys

11/4/13: pep boys left a voice message to ask me to ask if resolution was satisfactory? I HAD not been contacted by Pep Boys, and the phone mesage stated that "[redacted] had spoken to me and given me a price". NO ONE from this location called me about the complaint, especially the leak from the lower passenger front.

11/6/13: contacted customer service to explain the issue, and that there had been no resolution.

11/7/13: [redacted] called regarding the incident. Explained that the job could not be done for the price, and ultimately that they would repair the radiator for the cost of the part.

11/19/13: took car back for radiator service. [redacted] called and stated that despite the radiator repair, the car would still leak, but that they would replace it. Again, there was NO leak at the bottom of the radiator previously, so why would it still leak?

11/21/13: [redacted] stated that the car was ready, but there were issues with a missing thermostat and a missing reservoir cap. When my partner went to retrieve the car, [redacted] offered several explanations of a "pressure test" and how it was missing a thermostat, and how it would still leak near the thermostat housing. I am unsure as to how a pressure test was performed, when the car is still leaking profusely from the bottom front passenger side, and why he didn't inform me that the issue (that Pep Boys obviously caused) still existed.

I have no explanation as how to my thermostat is missing, nor why the car is leaking so profusely, when this was not the condition I took it to them in. It was running fine, with only a small crack/leak at the top of the radiator, and NOT overheating (although I'm sure eventually the radiator would have failed and overheated). I'm still concerned as to how a "pressure test" was performed, and how this massive leak is still existing (would not the pressure test have identified this?) It is leaking profusely with only liquid being poured into the radiator neck. My car did not have this issue prior to having Pep Boys service it. I can only conjecture that my car may have been disassembled in order to begin the repairs, and once the "head issue" was identified, and the repair declined, perhaps they reassembled my car and failed to replace all the applicable parts? I cannot see how my thermostat was "missing", when I have never had the cooling system serviced, or for that matter, experienced any issues with default codes, "cold' running engine, etc.

While my car is over 10 years old, and clearly in need of much maintenance, I am merely asking to be treated with fairness and respect. I have now been without my car for almost a month, and have incurred exorbitant costs for rental cars, when much of this is due to Pep Boys' poor handling of a repair and inferior communication. I have no desire to return my car YET again to Pep Boys for service, when clearly they have demonstrated their inability to handle a simple repair. I am planning to have the car inspected by another shop, and have them discover WHY it is still leaking so horribly, when only water is poured into the top of the radiator.Desired Settlement: Repair by an independent party, NOT PEP BOYS, to restore my car to minimal operating standard, with NO leaks or overheating.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on November 27, 2013. We would like to apologize to [redacted] for inconvenience he may have experienced at our location.

**. [redacted] came in for a coolant leak on radiator on October 20, 2013.[redacted] the service advisor told customer that we will be doing a pressure test and a CO2 test. .After the inspection, the mechanic came back with the C02 test and had positive results, telling us that something internal is leaking. [redacted] quoted a price for tear down and radiator for around $3100.00 dollars. [redacted] advised [redacted] he will call tomorrow to let us know if he wants to continue. [redacted] our service advisor called **. [redacted] in the morning to see if they where going to get it repair. **. [redacted]'s partner said yes and [redacted] our service advisor told him the price and he said to wait that [redacted] quoted him $1300.00 for the job. [redacted] told his partner that it was $3100.00 not know the condition of cylinder head once sent to machine shop. He requested to speak to [redacted]. [redacted] came in at 12 talked to the customer and still he had the price wrong .I [redacted] service manager got involve and told customer that the price was correct that [redacted] quoted.

We apologized for the misunderstanding. The service manager spoke to **. [redacted] after he opened the complaint and asked how we could help him **. [redacted] wanted the radiator replaced and wanted a discount. I told **. [redacted] Partner ( [redacted]) that we would take care of labor and he will pay for parts.

We both agreed and we reminded him about internal engine leak, and need to take care of it because by sealing the leak on radiator it will built pressure and it will overheat faster. We have taken care on the situation as much as we could,

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

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

Regards,

Customer Service Coordinator

Review: On 12-17-2013 I went into in to pep boys on [redacted] to get routine maintenance and have my car ready for the winter season. I was charged 433.94 for an oil change, battery, tires, wiper, computerized wheel alignment plus labor. After receiving my car back I was told they also recommended several work orders on my steering system and ball joints which I figured could wait. On 03-26-2014 I came in to pep boys again wanting another oil change and a diagnostic done to see if any other recommendation would be made after receiving the ticket that stated they recommended an alignment I asked why another alignment was needed when one had been done in December with my tire purchase. After speaking to several techs they stated there was no way an alignment was done if all the steering and ball joint orders weren’t done. I was very upset by being charged months earlier for a service I though was done but was in fact not. I to speak to the manager and was told he wasn’t in and to call in the am .After speaking to **. [redacted] and attempting to explain he was very short and just stated” to come get the refund it was nothing but $49.99” and to bring id when coming. After about 3 days I went in to get my refund and **. [redacted] refunded the money however couldn’t explain why I was charged when the job was never done. On May 17 I noticed my oil light came on and called pep boys to inquire why my light was coming on when I had just received an oil change they stated it was most likely just a sensor that needed replacing as they had just changed the oil and filters on march 26,2014.I noticed on May 19,2014 that the car once started would jerk as if not getting fuel so thinking it was the fuel tank she made an apt with an nearby mechanic however after picking my children up and attempting to drive home the car stopped in the middle of busy rush hour traffic. I called triple A and once they arrived the gentleman raised the trunk to check the problem and reported that there was no oil not even a drip in the filter as he shook it over and over. I immediately called pep boys and explained the situation the manager a female stated to have it towed to pep boys and they would take care of the situation. I had the car towed after doing a dye test it was determined that over $1300.00 dollars’ worth of work needed to be done however since the damages that happened had not been detected prior during diagnosis they agreed they were partially at fault and took some monies off the service. I was told they would take care of the situation once it was towed which wasn’t true after going back and forth about who was at fault they finally fixed the car and I left after paying. The next day I received a call asking how service was and voiced my honest opinion on how the situation was handled the next day our I was called and basically chastised by **. [redacted] on complaining on his store and stated “what did you want the job done for free, what do you want from us the cars running now right, after that I hung up the phone. I had enough and set out to make sure id would never do service with such rude individuals however on 06/15/2014 my car started doing the same thing as before oil light on and jerking as if not receiving fuel so once again I called pep boys as they were the ones to fix it less than a month ago. After coming in she explained what was going on and was told to come I the morning as the senior tech was not in .In the am she came in and after checking the car **. [redacted] came out and stated” I had a [redacted] before same year just sell it these cars are no good “then proceeded to handover a work order with $1,429.70 of work. I asked why the same exact problem was happening. Why should I trust that the right work was even done seeing that I was previously misinformed about the wheel alignment?Desired Settlement: I want my car fixed at another location so I can drive my car

Business

Response:

Dear **. [redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on July 1, 2014, We would like to apologize to **. [redacted] for inconvenience she may have experienced at our Pep Boys facility. The Area Director spoke with this **. [redacted] and have already made the following arrangements with **. [redacted]:

1) **. [redacted] will call Tow 2 Pep and have her vehicle towed to a DIFFERENT store (#[redacted]) at no cost to her.

2) We will revaluate her vehicle and determine what the problem is.

3) If that problem is a result of the work we performed, we will correct it at no cost to her.

4) If that problem is unrelated to the work we performed, we will provide her with an estimate for repair.

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

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Review: In August I dropped my car to have a diagnostic on the speakers (the [redacted], AL location of Pep boys did not provide that service and recommended I take it to the [redacted], AL location on [redacted]).

The diagnostic was that one rear speaker needed to be replaced and they would order the speaker, it would be available in 1 week. After two weeks of me calling they finally told me that the speaker was in and I scheduled to have it replaced that Saturday, August 17. I had someone follow me into [redacted] from [redacted] (23 miles one way) and dropped the car off early that morning. When dropping the car off the service rep suggested I go ahead & have an oil change while the car was there. I asked if they do oil changes in Audi’s and she said sure. So I agreed. After waiting all day for the call to pick up my car I finally called the store and the man was short with me and said that they didn’t order the right speaker and I needed to “just come in and get my car”. I was frustrated after waiting so long and no one calling me and me having to call at 3:30. So I went back to [redacted] (another 23miles one way) to pick up my unrepaired car. The checkout person stated that I had a balance because although they didn’t replace the speaker they did do my oil change. I asked how they were handling the reorder of the speaker I have been waiting on & she said that they could reorder or I could just go somewhere else. Needless to say I was very frustrated not only because of that but because given the unpleasant situation I would have thought a manager would come out to apologize for all the inconvenience. I chose to just wait on the speakers at this time.

A few weeks later I noticed a problem with my car shifting. It got to the point where I had trouble with reverse and got a tow truck to tow it in to an Audi mechanic. He said first thing was that I must have had the oil changed by a non-Audi specific mechanic. He said that a mechanic not familiar with Audi’s will commonly pull the plug on the transmission fluid thinking it’s oil and not know how to put the fluid back in. He said there was no damage to the transmission pan to indicate it was anything other than someone pulling the plug and draining it. He said it probably caused serious damage to the transmission, but he will replace the fluid (it was empty) and let me see if that works. This was $300. I did not mention this to Pep boys at the time because I was optimistic that the repair will work and I would absorb the repair cost. I was able to drive it for 1 week before the transmission locked up. I was unable to take it back to him until November due to his schedule and my schedule and he looked at it yesterday November 20. He said by not having the fluid in the car it locked up the transmission and the fluid replacement was not able to repair it. He said it was from the oil change that I had at Pep boys. Currently the mechanic is searching to see if he can locate a used transmission. Other options would be purchasing a rebuilt transmission. He is estimating this work to cost approximately $2500-2700 for parts & $1000 for labor. Please contact me to discuss this at ###-###-####. I am aksing that Pep boys will compensate me for the cost to replace the transmission. You may contact the mechanic directly, [redacted]’s Automotive ###-###-####. Thank you, [redacted]

[redacted], AL [redacted]Desired Settlement: Compensation for a replacement of the transmission either used or rebuilt including parts & labor and the $300 initial repair cost and $51.17 for the initial oil change cost.

Business

Response:

Dear **. [redacted],

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

**. [redacted] came in to our facility for a problem with a speaker, we called the dealer, gave them the VIN # and told them what we needed, they told us how much it was, we spoke with the customer and she told us to order the part. It took the dealer 5 days to get it (after we called on 3 different occasions).

Once we received the part, we called the [redacted], to see what would be a good day for her to bring the vehicle in so we can install the part. Once **. [redacted] came in, we took the part out of the box and compared it to the one in the car, it was not the same. We informed the dealer, they told us it would be higher than what they originally told us, but they would still have to order it.

We contacted **. [redacted] and she told us to just do the oil change that she would get it looked at elsewhere. We did the oil change and [redacted], came and picked up her vehicle.

**. [redacted] never let us know that she had any other proble** with the car since she left. . Once **. [redacted] realized that she was having problems with the transmission, she took it to a different shop to get it checked out. Once they advised **. [redacted] what was going on, and told her that it most likely happen at Pep Boys . She still never informed us of any wrongdoing on our part. and paid $300 for a repair, that she was told we caused.

If **. [redacted] felt or was advised by another mechanic that we were at fault, **. [redacted] should have contacted us and gave us the opportunity to inspect the vehicle.

We find no wrong doing on behalf of Pep Boys, 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

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:

Review: We were on vacation in Florida and we needed work done on our truck it was making a lot of noise, we went to Pepboys and they did not have the parts to fix the vehicle so they has us pay for the work in advance so that they could order parts for the vehicle. The price was 831.00 so we thought that was a very high price when we got back at where we were staying. The same day we call [redacted] car care and they had the parts and could fix it for 381.00. We went the next day and had it fix at [redacted].I have the warranty Catalytic Converter Registration from [redacted], also thepart numbers that they put on my vehicle. I went back to Pepboys and theywould not take off the money on my [redacted], So I call [redacted] todispute but I sign a work order and Pepboys said that the did the workwrong, wrong, they did nothing to my Vehicle.They did nothing.I want my831.00 dollars. Who would get the same thing done twice to their Vehicle one day after.Desired Settlement: DesiredSettlementID: Refund

Pepboys did not do the work on my Vehicle they did nothing, so I want mymoney from them. They stole my money.

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] or any inconvenience he may have experienced at our facility.

The service manager had no problem given the credit back, but he wanted to deduct the freight charges for the parts that [redacted] cancelled. [redacted] was given a credit to his credit card on May 15, 2013. for $789.70.

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

Regards,

Customer Service Coordinator

Review: 1/10/2013 took car to shop because it was stalling & had transmission and oil pan leak. we pad $1042.86 for repairs they diagnosed.2/7/2013 took car back for leaks that should have been fixed and car was still stalling.3/1/2013 took car back. it was still stalling & still leaking. They kept3/4/2013 picked up car . They assured me that the car was fixed. 3/12/2013 took car back because car still stalling & still leaking. 3/13/2013 picked up car. still stalling @ still leaking.3/14/2013 took car back to shop with same problem. still stalling @ still leaking. left car there again.3/15/2013 Picked up car and I was told that we needed a new intake manifold for the car not to stall and for the leak they told me to go to a transmission shop because they dont do any module gasket jobs. 3/15/2013 picked up car3/16 ,18,22/2013 car stalled. car still leaking oil. car was never been fixed and they are guessing. amount charged to our credit card. We want a settlement.Desired Settlement: DesiredSettlementID: Other (requires explanation)

We just want a settlement for our time lost in not being able to drive the car and having to go back & forth. And have the car fixeed.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated March 28, 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:

Dear [redacted]

I received the message from [redacted]

(customer Service Coordinator)

from Pep Boys. They want the location of Pep Boys we visited.

The Location is : [redacted]

Thank You,

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated March 28 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted]'s vehicle was repaired under warranty and picked up on April 12, 2013.

We 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 CAR IS STILL STALLING & STILL HAS AN OIL LEAK. A TOW TRUCK PICKED UP THE

CAR ON MONDAY MORNING APRIL 15,2013 SUGGESTED BY:

[redacted]

(SERVICE MANAGER # [redacted] AND THE CAR IS STILL AT THE SHOP.

Regards,

Review: Took in both of my Mits Eclipse to have them repaired spend over $6000.00 to fix both cars, made false promises that the cars will be fixed. my cars ran worst after I took the cars there! HORRIBLE HORRIBLE HORRIBLE CUSTOMER SERVICE !!!!!!!!!Desired Settlement: DesiredSettlementID: Refund

I would like a refund for the amount I paid for both of my cars that STILL is running badly

Business

Response:

Dear [redacted],

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

[redacted] was contacted by the Service Manager [redacted].

[redacted] requested [redacted] to return to our facility, so he can inspect the vehicle and address any issues.

[redacted] has not returned as of this date, but did inform [redacted] that he had a busy schedule.

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 brought my car in for service 10/19/14 and received my car back 10/22/14. My car broke down in Rockville, md 11/2 in which all of the coolant leaked-out and I got it to the nearest place being [redacted] of Rockville. [redacted] of Rockville told me all of the hoses came lose from the reservoir tank because they were not properly secured... and that the lower radiator hose never fit into the expansion tank, it was an act of negligence.

I saw the Pep Boys service manger Mario 11/5 and only got a refund of $124.20 for the labor they botched up as it related to connecting the hoses to the reservoir tank.Desired Settlement: I would like to re refunded for the $11.99 I spent on coolant I bought to them in order to complete the job. Plus, I would like to be refunded for labor on the lower radiator hose in the amount of $37.80 (same as the amount of labor pep boys charged for the upper radiator hose is acceptable) since their repair job was negligent and I was allowed me to leave PepBoys in such a manner without warning or recommendation. They have done good work for me in the past, but this was unacceptable and dangerous.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on November 3, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] was contacted several times, but we were unable to connect with him. We ask that [redacted] return the call and speak to Mario.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Review: I purchased tires from PEPBOYS.COM. I selected the tire I wanted for my vehicle and removed the "Hazard Warranty" from the subtotal. Listed underneath my tire choice were two clearly stated promotions. The first promotion was "Buy 3, Get 4th Free" and the second promotion was "10% OFF Total." I clicked checkout, set up a time/location to install, and paid for items online. I dropped my vehicle off in the morning, came back 3 hours later, re-swiped my credit card. I asked the clerk about the rebate information on the receipt. He explained to me that I did not add the "Hazard warranty" to my order so I did not qualify. I wasted my time trying to get the clerk to understand my issue, of which, he tells me " Oh well the tires are already installed." I have called corporate, they understand my issue with their website but still come to the same answer "You did not purchase the hazard warranty." Even if I did purchase the hazard warranty, I would be entitled to $100 back in rebate.Desired Settlement: Pepboys needs to issue me a refund/rebate for the 4th tire as stated in their promotional deal

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 11 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

We contacted [redacted], apologized for the inconvenience and offered to refund [redacted] the amount of one tire.

[redacted] has been advise to return to our facility and see [redacted] the service manager for the refund.

We have since put in place a notification that the customer, will not be eligible for the rebate if the road hazard is not purchased,

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see attachment.}

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.

Regards,

Review: The purpose of this complaint is to address two situations that I encountered at your store. On October 25, 2014 I arrived at Pepboys (store number 763) at approximately 7:15pm in an attempt to have the oil changed in my 1991 [redacted] Van, I was informed by an employee Jose that the service manager stated it was too late and to return the next day. On October 26, 2014 I returned to the store at approximately 5:15, upon entering the store I proceeded to the service desk and waited for someone to acknowledge my present. While standing at the service desk I noticed one of the service techs holding a conversation with the cashier. The conversation lasted approximately 4-5 minutes (they were discussing why the cashier was smelling gas fumes inside of her car). At the conclusion of their interaction the service tech started toward the service bay, I stated to the tech I was there to have the oil changed in my vehicle and informed him that I was in the store yesterday and they stated I was too late then, he then stated "that I just made it" and that he was going outside to get my information. As I continued to stand at the service desk I waited for another 10-15 minutes, at that time another service tech came into the parts area I ask that tech if I was just waiting he stated "someone will be with you in a few minutes. I waited another 10-15 minutes and the same tech came back into the parts area and again I asked him why am I still waiting, he again stated someone would be with me. After waiting another 5 minutes I asked the cashier was someone going to come because I noticed the starting to close the store. The cashier then paged someone on the paging system and finally a gentleman by the name of Jonathan came from the service bay and informed me that it was too late and that the only thing he could do was make me an appointment, something I felt was totally unacceptable since I had waited the time I did and the fact I work during the week and the sale I was trying to use was going off on the 31st.Desired Settlement: DesiredSettlementID: Other (requires explanation)

The fact when you [redacted] this store on the internet it has a review summary of only 2.9 it illustrates that there is something wrong with the Customer Service in this store and some Sensitivity Training is required. I also want to be compensated for the oil change that I tired on two occasions to obtain, because my time is worth something. The ad I was attempting to use offered $19.99 for a conventional or $10.00 off any high mileage or full syn

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The service manager contacted [redacted] and addressed his concerns, apologized and made an appointment for 10am Saturday 11/8.

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 dropped off my 2008 Mazda 3 (35,000 miles) to get 4 new tires for the winter season. I paid for the tires and was given the keys, to find that the clutch was broken and the car couldn't go into gear. I was told that the car was broken when they got it, and that I need to have it towed and fixed myself. I clearly drove the car there, and a low mileage clutch shouldnt be having problems like this. I don't care how or why it is broken now, but it is not my responsibility to fix. They clearly broke something while driving the car on or off the lift. I found the hood open upon closer inspection, which means they were aware of their mistake, and were looking to see what the damage was. I was lied to about their inspection under the hood. They also expected me to drive the car away, knowing well that it was unsafe to drive. This is clearly negligence. I reported my issue to pep boys corporate, and after a week of calling, was finally put on the phone with their risk assessment agent. This woman was not only incredibly rude and unhelpful, she is currently refusing so send an adjuster to decide who is at fault. I have done my best to be polite and professional. Pep boys corporation has not only damaged my vehicle and put my personal wellbeing in danger by attempting to hide their mistake, they now have the gall to tell me that this is my issue that I need to pay to fix.Desired Settlement: I want pepboys to pay for the towing to a Mazda dealer, diagnosis, and all damages that they are responsible for. If there is extra damage done to the car by sitting in their parking lot for over a week, I expect them to pay for that as well. I have followed their protocol, and am not at fault for any damage done to the car. I am currently speaking to a lawyer about a lawsuit regarding their policy of returning unsafe vehicles back to their customers to drive.

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 inconvenience he may have experienced at our facility.

**. [redacted] came in for tire installation. During the time **. [redacted] was in our facility we advised him that the clutch pedal felt abnormal,( which we also documented this on his work order), and **. [redacted] stated he was aware of it and called it a "whippy Pedal."

As the vehicle was being completed, it was difficult to engage in to gear, at that time **. [redacted] was contacted and was asked if he had a trick to the clutch pedal operation, because we could not get the vehicle in to reverse to pull out of the shop. **. [redacted] advised that he would arrive back at our facility soon and he would look at it . When **. [redacted] returned he stated it was difficult to get into gear and was not able to drive the vehicle out of the shop, vehicle was than pushed out into the parking lot..

We recommended the vehicle be towed to [redacted] for further diagnosis. **. [redacted] paid for the tires and he left the vehicle in the parking lot, but insisted that we pay for the towing and diagnosis, we declined.

**. [redacted] than wanted to take the vehicle to a Mazda dealership instead.

Pep Boys installed tires on **. [redacted]'s vehicle which would have nothing to do with the clutch/transmission.

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

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:

Review: I took my van to peboys for one reason they said it was a whole bunch of other stuff that was not wrong before I took the van to them, I paid 3200 for ALL the stuff they did, when I pulled out the lot to test drive it I wasnt even driving 2 minutes and it began smoking and overheating I immediately turned around and took it back now they are trying to charge me more money to fix it when I am 100% positive that it was not overheating before I took it to them and they even said that they did the coolant flush and that the van must of had rust in the part and when they put the coolant in it, it must have caused a hole so that it leaks..the van has NEVER overheated and I did not tell them to do anything with the coolant in the first place! What can I do I am broke and I KNOW they caused this leak in the vanDesired Settlement: I want my van fixed that is all I dont want any money back even though I know they overcharged me and didnt do all the stuff they said they did. They also put on there they fixed a brake light and it is not fixed! My van was not broken it just had a fuel tank issue and they did ALL this other stuff and now they have put a hole in some kind of pump and want to charge me 500 and some odd more dollars! This is not right! They need to fix my van immediately at no charge to me I JUST PAID 3200!!!!!!!

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated February 27, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

All repairs requested by [redacted], have been rendered and the vehicle is running fine.

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

Regards,

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.

Regards,

Review: I called this location around 12:to inquire about getting a stud replaced on my Honda Accord EXI was told by [redacted] it could in fact be done and there would be a min waitI drove from [redacted]I have been to different tire shops and mechanics and finally my dad said try Pepboys because he had had the same problem where someone overtightened the lugs on his Acura and it was fixed with no problemI arrived at Pepboys around 1:and [redacted] the Service Manager said the stub could be changed out and it shouldn't take longI have a wheelchair bound year old, so I told [redacted] we would walk across the street to the movies and would return once the movie was overI crossed the four lanes of traffic to get to the movieThe movie started at 1:and were back at Pepboys at 3:My vehicle was sitting in the same spotA young man there basically said I was lying about the time I brought the vehicle in because the ticket showed that I brought it in at 2:which I am not sure why it said thatInstead of arguing with him and getting myself and my son upset I sat down for a few minutesThe assistant service manager said they had been busy and said to get my car inWell guess what my vehicle was still sitting there minutes laterI chose to leave the location very upset and not willing to give them anymore of my timeMy kid has a feeding tube and is on a strict schedule and apparently I am the only person that values timeI felt like Pepboys basically took a [redacted] on me and the only reason I chose this location was because my dad recommended itI am not in the habit of driving something miles to be left hanging in the wind like a piece of trashMy time is valuable and I believe business thrive on word of mouth and my mouth will not be uttering anything good about this locationI have had the same problem for over weeks and have been to different locations to get it taken care ofThis is very disturbing to me and this is mine and my sons only source of transportationI value and appreciate good customer service, I enjoy boasting about positive experiencesThis experience has left a bad taste in my mouth and my blood is boilingI hate being taken for granted and I definitely hate being ignoredMy money and time is just as good as the next persons and to tell me that it wont take long and to basically call me a liar about my in time is unacceptableGet your [redacted] in gear.Desired Settlement: DesiredSettlementID: Replacement
I want repair but not at this location and I would like it to be priority, which means get me in and get me out and get me the freaking service that I deserve at a different locationThis place also had no wheelchair ramp near the service departmentNot acceptable either
Business
Response:
Dear [redacted],
We are in receipt of the complaint sent to our office by [redacted] dated February 28, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility
We apologize to [redacted] for her bad experience and inconvenience that this had caused herThe Area Director will look into [redacted]'s concerns at this location[redacted]'s vehicle was completed at another location
We apologize as well as thank [redacted] for allowing us the opportunity to address her concerns
Regards,
Customer Service Coordinator

Review: brought my vehicle in to Pepboys store # [redacted], Calif. [redacted] Ph. # ###-###-#### to have a tune up & fuel injection service, & also an AC/electrical 'trouble shooting, SWO # [redacted] & purchased the 'Pro Guard' extended warranty. This pepboys refusedto acknowledge my warranty & refused to even look at my vehicle, which stalled on the highway, my wife & I had to get a tow truck to get us home & we called this Pepboys, they scheduled an appointment, then told us that they were done with us & our vehicle & Gene S[redacted] (service manager) told us that pepboys would submit a 'claim' to their insurance company, but refused to give us any info. on the claim#, or the insurance co.The check engine codes coming up on my vehicle are [redacted] system too rich, [redacted] sensor circuit bank 1, [redacted] mass volume airflow circuit range performance, [redacted] turbocharger over boost condition, [redacted] camshaft timing position over advanced which are all tune up/fuel injection related & my car now stalls at times and never did before I had it in Pepboys for these services. They'd also installed my struts wrong, they creaked & groaned, made noises going in driveways, turning & starting & stopping.The service manager also acted very upset that we weren't satisfied with the repairs done by Pepboys, but not upset that the job wasn't done right, but upset that we complained & even stated that if we removed the bad reviews on [redacted], that our car would be repaired properly.Desired Settlement: would like my car to be repaired in a proper & professional manner.

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.

A claim was opened claim # [redacted] and was handled by our claims department. This claim was denied and [redacted] was advised.

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

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:

Hello, I spoke to a Rhonda Grant & all that she had stated to me that Pepboys had 're-installed' my struts & that Pepboys had refused to honor my "Pro Guard' (Pepboys warranty) extended warranty on only the struts on my vehicle, even though after the 4th time at that particular facility. They did not even want to hear about the Tune Up pkg./Fuel injection service that I had also had done at that shop & the 'Electrical/ AC Check that I had also had them attempt to perform. The pepboys facility in Westminister, CA had told my wife & I that " They were done with my vehicle & refused to even attempt to look at my vehicle, let alone 'honor' my warranty.

I have also filed a complaint w/ Bureau Of Automotive Repair (Calif.) whom I have not heard anything from yet, but did send them all of my paperwork regarding that repair. My wife is afraid to drive the vehicle by herself, as I am not able to use my once very reliable Volvo to drive to any destination like I could prior to pepboys working on my vehicle. I guess that my next step is to pursue this in a small claims court. If you have any info./help I & my wife would be greatly appreciative!

Sincerely,

[redacted]

###-###-####

Regards,

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office on August 7, 2014 by [redacted].

A claim is handled by our claims department. If [redacted] is not satisfied, we ask that he notify the claims adjuster.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: When I took my car to get an Oil change in the pepboys in [redacted] Ca On 4/2/14. They have explained to me that I would need to get my reservoir collant check plus because my car had many liquid leaks coming from the motor. On 4/7/14 I spend $931.56 when I took my car to the pepboys in [redacted] on 4/4/14 to fix the problems with my car. Took my car on that day and did get it back until few days later on 4/7/14 when I payed for the serive. Thoughout the time I rented a car which I wass ok with the first time around. Soon after I got my car I did ask them if everything is working they responded with yes ...that they have fix all the leaks plus the tech took it for a test drive and everything is fine. To my surprise 2 to 3 days later driving home from work on the freeway my car over headed to the point I had to pull over and call the pepboys affiliate towe truck company to pick me up to take me back to their location. It turns out that my car is still leaking fluids that they guaranteed me that it was fix the first time around and that my fan was not working due to fixing my resevoir because its using more power now that is fixed. I spoke with [redacted],[redacted], and [redacted]. They told me that they need to fix the fan and replace it so they need more time with the car. Soon as they said that I ask well whats going to happen about the cost of the repair because they told me that everything was fixed and now your telling that it needs more. I ask to speak with the General Manager [redacted] at store [redacted] but [redacted] told me that we wasn't available because he was in a meeting but [redacted] did reassure me that [redacted] the GM will call me back because I mentioned to [redacted] that I wasn't going to pay anymore since the first time around wasn't 100% percent complete of what they promised me. Despite the fact that I would have to possibly get another rental car for work. Soon after [redacted] calls me back and tells me that the GM [redacted] told him to tell me.....THIS IS THE MOST THAT IT ALLOWS ME TO WRITE

Product_Or_Service: Fixing leaks and resevoir

Order_Number: its in the car in th

Account_Number: receiptDesired Settlement: DesiredSettlementID: Refund

I want my refund back. And my reinbursement for my car rental.

Business

Response:

May 14, 2014Dear **. [redacted],We are in receipt of the complaint sent to your office by **. [redacted] on April 21, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility, and to your office for the delay in our response.**. [redacted] came in and requested a tune up and advised he had coolant leaks.We did the tune up that **. [redacted] requested and replaced the coolant bottle and some hoses and the coolant leak was fix.**. [redacted] returned a few days later and advised the car was running hot. We check it out and found that the cars fans work, but do not go fast enough when the car runs hot. We advised **. [redacted] that it needs a fan actuator for the fan to have hi speed fans.We advised **. [redacted] that we would work with him to get the car fixed. **. [redacted] than advised that he had already gotten another car and he just wanted his money back. We advised **. [redacted] that we had done the tune up, that he requested and approved. **. [redacted] was also advised that the vehicle has other issues, which have nothing to do with the repairs rendered.The request for a refund is denied.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.Regards,

Review: I went on 10/10/14 to have tires put on, just as I was about to leave I decided to check my trunk to see if they had put a used tire on a rim for a spare, they hadn't. when I told the man doing the work he said it wasn't on his paper work, I said well its on mine. he told me rudely that its not his problem its the ones at the counter and I need to talk to them. I said I am talking to you, you did the work. he told me [redacted] you. numerous times. the sales reps heard him cause they offered me a free oil change. that aint enough. this guy continued to cuss at me, threatened me. told me to get in my car and get the [redacted] out of here. his attitude was bad from the start. he said you still need two more tires and he wouldn't let his dog roll on the ones I have. I drive a 1993 [redacted] which shows money must be tight. but his comments attitude and language is the most unprofessional I have ever seen I cant believe they would employ someone so rude, I go there for help and this is what I get for my money. he should be firedDesired Settlement: my bill came to $ 167.83 I want it back. I cant in words truly describe the shock and fear this guy has giving me. like I said , the reps heard him cuss at me that's why they offered me the oil change for free. that's not going to do it . now every time I go to a auto parts I have fear of what might happen

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.

In order to further assist [redacted], we will need [redacted] to provide us the location he visited. Once we receive the location, we will than begin our resolution process.

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: Today was the first that I had actually done business with Pep Boys. I usually go to one of there competitors or order auto parts online. Trying to remedy my cars alternator issue I quickly checked the online prices and found that Pep Boys had what I was looking for and with the online discount the price was very good. I created my online account placed my order and opted to pay and pick up in store. I was instructed on my order confirmation that the part was in stock and that I would receive notification on when I could pic it up. The notification never came and I was in the area and decided to just go in and see if by chance it was ready. The clerk did not ask for my order number or even my name. Just asked what I was looking for. I told him what I needed and he went and pulled the parts. The clerk was entering my information into to computer for their loyalty program when a supervisor came by and asked what the clerk was doing and if he had looked up my order in the system. The clerk entered my information and presto they were able to find me. I heard the supervisor tell him to "cancel that," and just ring up what he had brought up. The total minus the core charge was over three times the price I had on my order. I brought this to the attention of the clerk who told me they don't carry alternators at the price I ordered, stating "if we had 70 dollar alternators they would be flying out of the door!" I then asked why the online price was incorrect and maybe we should call online support to remedy this. Immediately this was met with "you can do what you like, if you show us online maybe my manager can work something out." Not being one to raise a big fuss in public I opted to just call online support myself. Online order support was great but could only help so much. They were able to find my order and see that it was cancelled. The cancellation was done by the clerk not at my request. They attempted to call the store who did not answer. Online phone support stated that they would further this issue to a supervisor and they would get back to me.Desired Settlement: I never like to raise a big fuss about things of this nature. I normally would of just let it slide and went elsewhere. Ideally I would just like the items that I ordered at the price that is advertised. Further, I believe that maybe in the future the store and spend a little extra time trying to research the issue instead of giving a sarcastic answer and treating my desire to contact online order support for assistance as a threat and not a solution to a problem.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office by **. [redacted] on April 14. 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility.

Regards,

Customer Service Coordinator

Review: Sales Manipulation

I had an appointment for an oil change. The service worker handling my order went outside to look at my car. When he came back he informed me my tires were worn. I told him thank you for telling me. He then rang up 4 tires for over $600. I told him I could not afford new tires, which is the biggest seller for Pep Boys. He then told me Pep Boys would not be able to change my oil due to my car being a hazard!!!Desired Settlement: Change my oil for free, an apology and stop sales manipulation practices!!!!!!!!!

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 15, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

The Service Manager did contact [redacted] he apologized and offered [redacted] a free oil change.

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 brought my vehicle at 11:00am Sunday August 31, 2014. Tony was the clerk that helped me get my car checked-in. The automotive repair department was busy so I told hm I would leave my car for a transmission flush while they worked on it and they could call me when they were done. I had a coupon for the service and left it with him. I received a missed call and voicemail at 3:37p stating that a mechanic had looked at my car and they would be unable to do the job because the transmission was completely sealed off and it would need to be taken to the dealership or a transmission repair shop, When I showed up about 4:47p I noticed that my car was parked in the same spot which made me feel as though they had not even looked at my car they just did not want to do the job. When I spoke with Tony he said that he had another technician look at my car and he said he would be able to do the job. I felt like they we're trying to get out of doing the job then decided to do it after all possibly because they missed managed their time. I left again and decided to call to check what time it might be done and Raphael answered this time and said it would be done around 6:15p which is after they were already closed. He then proceeds to tell me that they weren't going to the job then decided to do the job and it was a big mix up. I said OK and was very nice about. When I show up they still were not done with the job so I waited. It was now about 6:30p and I go to pay sine the jobs done and Raphael notices that they put the wrong transmission fluid in. I told him that the mechanic already stepped on the gas pedal so it had already dispersed through my car. I didn't end up leaving until 7:15p and they had to flush my transmission 3 times and told me that if anything happens to my transmission they would fix it. I am driving to Sacramento in 3 days and do not have the luxury of seeing if anything happens. This is completely unacceptable service. I can not believe how screwed up everything was at this location.

Product_Or_Service: Transmission FlushDesired Settlement: DesiredSettlementID: Replacement

As of now my transmission is working properly; however, I would like them to replace it anyways because I can not afford to risk the transmission failing later. I start full-time at [redacted] in 24 days and I work full-time.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on September 1, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] returned to our facility and was given a free wheel alignment and moved the chamber bolt no charge.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: Last week I took my vehicle to Pep Boys in [redacted], De. The problem was diagnosed as a bad wheel bearing. After waiting 2 days for my car to get repaired, I finally picked it up. On my way back to MD, I noticed the same sound came back as before. I called the store, but was on hold for 30 minutes and decided to hang up. I had a mechanic in MD take a look at my car first thing Saturday morning. He discovered the bearing that's was suppose to be replaced was a used bearing and defective. He explained to me that this what was making the sound. I had it replaced again. I called and reported it Saturday to your customer service team. Today, I receive a phone call from a very ignorant store manager "[redacted]". She said she could not help me at all and was very rude. It took over 3 times asking to even get her boss's name. She kept telling me that I didn't need that info. She is refusing to refund my money for the used and defective part pep boys installed on my car.Desired Settlement: I would like a full refund.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 27. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. **. [redacted] brought his vehicle in and we did replace the bearing with a new part that we had to order. **. [redacted] states he was advised by another facility that Pep Boys did not put a new bearing in his vehicle, **.[redacted] has not shown us any defective parts that he states in his compaint tha he had to replace nor did he give Pep Boys the opportunity to inspect the vehicle after the other faciity advised him of the bearings being old/used/defective.

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, [redacted] Customer Service Coordinator