Pep Boys

Review: On 9/10/11 I brought my 2001 [redacted] at Pep Boys located in [redacted] CA because the battery went dead and I could not start my vehicle. I jump start the vehicle to be able to bring it to the shop. When I got there I told them I need a battery replacement. They said the mechanic is already gone for the day so I had to leave my vehicle overnight so they can fix it in the morning. The next day they told me that the problem was the alternator and battery is good so they replaced my alternator and I paid almost $300. When I came back to pick up my vehicle, it won't start, lights are going on and off on my dashboard and loud noise from the alternator. So we told the person n charge in the shop to check it out his name is Mark. He checked the car with 2 other mechanics and they said there was a problem on the belt when the alternator was installed. I said how come the mechanic who installed the alternator did not do a drive test before telling me the customer that the repair is done and I can pick up my car. I ended up leaving my car again at the shop overnight so they can find the problem and fix it. The next day they called and said it's fixed as they replaced the belt that causing the loud noise. On 9/22/14 my vehicle wouldn't start again and doing the same problem I had in the beginning lights going on and off the dashboard. So again I had to jump start the vehicle and took it back to Pep Boys. Then they said the battery was the problem and I have to pay an additional $129. I told them that they diagnose the vehicle's problem the first time and made me pay almost $300 and now the problem was just the battery. And that basically what I had ask them to do the first time I brought the car is to replace the battery. They have created more problems with my car and cause me to pay more. I will never come back to that store again to have my vehicle repair. They do an awful job. Mark who was helping us at the store even called his Manager Jorge R[redacted] about our complain but nothing was done and still made us pay the additional charge for the battery.Desired Settlement: Refund what I paid for the alternator.

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.

The Area Director did investigate [redacted]s claim and was not able to find a print out for the alternator test. The Area Director has advised the manager to contact [redacted] and advised [redacted] to return to our facility for a refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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: A Pep Boys mechanic performed a repair to front end of my vehicle. This repair resulted in additional repair costs to me because they damaged the front Arm assemblies. I had to have the front Arm assemblies (two) repaired by Ford Service department. I tried to resolve this problem with Pep Boys management, however, they refused to agree to a mutual settlement.Desired Settlement: Pep Boys located at [redacted], refund by credit card the cost of $279.09 to cover the cost of the Arm assemblies.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated July 22, 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: I previously submitted the information requested in my initial complaint (See Below).

The Pep Boys located at [redacted] performed substandard repairs to the front end of my vehicle. This repair resulted in additional repair costs to me because they damaged the front Arm assemblies. I had to have the front Arm assemblies (two) repaired by [redacted]. I tried to resolve this problem with Pep Boys management, however, they refused to agree to a mutual settlement.

All I request in good faith is that Pep Boys located at [redacted], refund to me the cost of $279.09 to cover the cost of the Arm assemblies repairs that I had to pay to fix the substandard work.

Regards,

Business

Response:

Dear [redacted],

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

**. [redacted] had a wheel bearing replaced on one side of his vehicle(front).

The Area Director of this location contacted **. [redacted], during that conversation **. [redacted] advised the Area Director the he was informed by the dealership that Pep Boys was responsible for the arm assemblies.

**. [redacted] was than informed by the Area director , that he would drive 70 miles to the dealership and talk to the service advisor, he took with him a copy of the all data printout and our invoice with the services we performed.

While at the dealership the service advisor contacted **. [redacted] and advised him that after reviewing our receipts and seeing that Pep Boys only installed the wheel bearing and sent it out to be pressed by [redacted], Pep Boys was not responsible for any damage.

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

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

Regards,

Customer Service Coordinator

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 believe Pep Boys is still responsible for cost of arm assemblies as they did not perform the work properly resulting in replacement of arm assemblies.

Regards,

Business

Response:

Dear **. [redacted],

We are in receipt of the rebuttal sent to your office by **. [redacted].

We again apologize, but our prior response stands firm.

Regards,

Customer Service Coordinator

Review: Took my vehicle to Pep Boys for a Conventional Oil Change and Tire Rotation. I was called and informed that one of the mechanics started the vehicle with no oil in it, causing the engine to be Severely Damaged. They ordered me a used engine, in which when it arrived it had oil in the exhaust, so they did not put it in. The second engine they got they deemed fine and installed. They told me however that the Thermostat/Sensor was not on the newer engine, and that my old engines Thermostat/Sensor looks to have broken off, they tried to put a new Thermostat/Sensor on it, but they told me it did not work and is a electrical issue that is not there fault. When I brought my vehicle in for the Oil Change, my Thermostat/Sensor worked perfectly fine, if it would of not been working, I would have been in there already to get it replaced. Without a Thermostat/Sensor, my vehicle will not know when to cool or heat properly, which could cause my engine to overheat and seize up on the side of a road somewhere, and would probably void my warranty, and at the very worse case scenario possibly ignite my vehicle. They also had me rent a car while my vehicle was being fixed, originally I was told $30.00 a day, then when I called back to tell them that I cant get one for that cheap due to me being under 25 and having fees, and also the other fees that come with renting a car, I was told to go to [redacted] to rent a vehicle and "Do Whatever It Takes". So I rented a car for the 13 day duration, I paid with my own credit card, and they were to reimburse me, when I arrived with the bill, I was told that they would not pay the full bill, going back on their words of "Do Whatever It Takes". The warranty on the engine also only comes with a 30 day warranty, I think due to this issue it should be extended to 6 - 12 months, since I babied my vehicle and kept up on maintenance and service, it could of easily lasted me that long.Desired Settlement: The 1st thing I really need done, is for them to fix my thermostat/sensor free of charge, since it worked when I brought it in, its not under my power if they damaged it in the process.

The 2nd thing I want done is for them to own up to the Rental Bill and pay for it, it is not my fault that they damaged my engine, and not my fault that they bought a bad replacement engine which resulted me in renting the car for another week.

The 3rd and final thing I want done, is for them to extend the warranty to 6-12 months, because I am unsure how the last person handled the engine, they might have been rough on it, and it might die shortly after the 30 days.

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.

[redacted] came to our facility for an oil change. After [redacted] left it was found that the oil was not put back into the vehicle after the oil change, which caused engine to fail.

We replaced the engine with 218, 000 miles on it with a used engine with 134,000 mile on it. Both engines have oil leaks.

When the engine was replaced it needed a new radiator and exhaust manifold which [redacted] supplied and we installed at no charge, and also replaced the coolant switch and the coolant temperature unit at no charge. We offered to split the cost of the repair on the main seal.

The coolant gauge is still not working, but we are not assuming responsibility for this repair since this was not working prior to us doing the oil change.

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:

I would like to clarify the response made by Robin S[redacted].

Review: My son brought the car on a tow truck because the engine was overheating. They said that the radiator needed to be replaced and gave an estimate of $901.72 which it was rejected as the radiator can be bought for $160 from [redacted] next door. When we told them that we are not doing the repair with them they said that there was an inspection fee, because it took 2 hours from a “Master Mechanic” to diagnostic what is wrong. They never told us that there was an inspection fee when we brought the car. I replaced the radiator and it cost me $160. The car overhaeted again so I took it to a different mechanic shop and there was nothing wrong with the old radiator was good. The diagnostic that they performed was incorrect so it cost me the diagnostic fee which was not authorized and it was incorrect and because of their incorrect diagnostic, I paid extra $160 for a new radiator.Desired Settlement: Refund 37.44 to my credit card and pay for the radiator $160.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated May 13, 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:

Location is Pep Boy # [redacted]

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 13 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

The Service Manager did contact [redacted] and advised him to return for a refund of $160.00.

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

Regards,

Customer Service Coordinator

Review: My wife took my car to this store to fix the breaks back lights, the person that helped my wife was very rude to her and insulted her and he claimed that the car has an electrical issues that why when he fixed the break light, then the signal lights got brokehe damaged the electrical system and both breaks and signal lights are not working now

Product_Or_Service: Car lights breaks fixes

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

first a BIG apology is needed from him and his boss and Pep Boys regional manager and the regional director too for hiring a person that insulted my wife. Plus to fix the electrical system of the car and to fix both the breaks and signal lights

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated May 2, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.[redacted] came in for a bulb replacement, no work order was written up since we offered this service for free. Once the bulb was installed it failed to work. At that point [redacted] was advised that the vehicle may have an electrical issue.

[redacted] declined the electrical diagnostic and went on her way. At no time did the store perform any other service or diagnostic on the vehicle.

We apologize to [redacted], if she felt she was mistreated in any way by any of the associates, but we are declining any repairs done at no charge on this vehicle.

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

Robin S[redacted]

Customer Service Coordinator

Review: On November 20,2013 I [redacted] had an 8:00AM appointment at Pepboys service center located at [redacted]Nh to have my tires rotated. The tire brand is Hankook Optima H418 purchased at the Pepboys location on September 29,2012. The tire mileage was approximate 27,000 miles since purchased and the tires are rated for 80,000 miles. I met with a Pepboys service member named [redacted] who said to me that the roatation would be about 1/2 hour. I stated to him that that was fine. He then proceeded to retriveve the car to move it to the service bay but called me outside to look at the tires. He said when did you purchase these tires? I stated sometime last year. He stated that the tires were not any good and needed to be replaced. I said to him aren't these sixty thousand mile tires? I then said lets go inside to look the info up on the computer. We looked the info up and the tires were rated for 80,000 miles. I said to him these tires are under warranty. He said they could be prorated but the Hankook Optima are discontinued. I then looked around at the display tires and did find the Hankook Optima on the sales floor. I told this to [redacted] and He replied that we do'nt make them in your size of P215/65r/16 for a 2006 Hyundai Tuscon. After leaving PepBoys and returning home, I looked on thier website and in fact Pepboys does carry that size. It can be clearly stated that as a customer of Pepboys I clearly was lied to. I proceeded to notify PepBoys Area Manager a [redacted] at ###-###-#### and explain the above problem I had as a customer at his store. I explained the above to him and he said that they could only prorate the tires. I stated to [redacted] that in the tire warranty on the back of the invoice Pepboys states "After 90 days defects in materials and workmanship we will prorate adjustment,either replace the tires or give a refund to you." [redacted] would not abide by replacing the tires. He would only prorate them at a lower price for other new tires. He is not in compliance with their policy. I tried to explain this to him that I just want new tires no refund. I have faithfully had my tires rotated at PepBoys. Favin told me also that the tires were out of aligenment. I asked him that how often should I get an aligenment. He stated at least once a year. Its been 14 months since the purchase of the tires and aligenment and the tires are no good?? This does not make sense?? I stated to him and [redacted] that the Pepboys warranty does not mention anything about an aligenment every year and during my routine rotations no tire technitians said anything about an aligenment even though they are supposed to be the experts? I checked with another tire company later in the day and they said it is a common courtesy for the store to remind the customer of when an aligenment is due.. This is clearly a case of negligence, lying to a customer and not abiding by their company policy. I was also promised a 1/2 time in the store and did not leave until 8:51Am work started on the vehicle at 8:10 AM. I was later contacted by Favin [redacted] that Pepboys could prorated 4 tires all work done for $323.60.Desired Settlement: I would like to have the same new tires replaced and balanced with an alignement stated in the Pepboys warranty

Business

Response:

Dear **. [redacted],

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

As stated by our warranty **. [redacted] can have the tires replaced or refunded based on the mileage proration. This has been explained to **. [redacted] and as is stated in our warranty. We were willing to do whichever the customer preferred. There is no tire manufacturer or dealer that will simply replace tires free of charge.

It is industry standard to prorate based on mileage in the event of premature wear. **. [redacted] was also advised that if he wishes to replace with a different tire that we would be willing to apply his proration towards any other tire he would prefer. We also quoted this with NO CHARGE for installation as a customer service in an attempt to resolve his issue.

After 90 days defects in materials and workmanship we will prorate adjustment, either replace the tires or give a refund to you." Either way the tires are prorated.

Also it is recommended that your vehicle be aligned every 6 months or 6,000 miles in order to maintain your mileage warranty. He did not align his vehicle in the 27,000 miles that he drove on the tires which technically voided his mileage warranty, however we were still willing to prorate for him.

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

Regards,

Customer Service Coordinator

Review: So my problems started 8/10/2013 when I replaced the tires on my truck. After getting new tires installed I noticed all of the rims have been damaged during the process. I immediately pointed it out to the store manager [redacted]. Understandably he asked how I could prove it was done there. I pointed to the deep scratches asked why there was no dirt; break dust, etc in the new scratches on the rims. If they were on there before they should be dirty like the rest of the wheel. He claimed that putting tires on wheels does not do this. They also tried to perform a 4 wheel alignment as recommended (claimed they couldnt because of their equipment) and could have possibly been damaged at that point. [redacted] claims that none of his machinery could have damaged anything, and his employees did not, and could not have done anything to damage the rims.[redacted] asked what I wanted him to do. I told him I wanted the rims repaired or replaced. He laughed and told me that would never happen. The following day I took the truck back in to get the wheels balanced because the vehicle was shaking at highway speeds. The technician said that no wheel weights were used and that was my problem. He balanced the tires and I left.Frustrated that I was not getting any action from [redacted], a week or two later I reported the issue to Pep boys customer service and told them I was having issues with the store manager and wanted someone else to evaluate the problem. Within 24 hours [redacted] the store manager called me. He stated that he will not buy factory rims, but will get me a set of aftermarket rims. So I went into the store, picked out a pair that I liked and he told me that he will order them. So I got a phone call the rims were in, so I stopped by to check them out. I liked them and I had Pep boys install them. I also told [redacted] that I wanted to keep the old rims; he stated that was fine and brushed me off. The wheels were mounted to the new rims, and I show up to pick up the truck. I did a visual inspection and pointed out that the tires stick out 1-2 inches from the fenders. [redacted] tries to brush this off and tells me it is fine and if I have any issues with inspection to bring it to pep boys and they will inspect it for me. I asked if they ordered the wrong size wheel because it didnt seem to look right, I was told it was too late and too bad because the tires have been mounted and everything is installed. I ask about the factory rims, and I start a big debate with [redacted]. I figured, as long as everything is work safely I am ok (not happy) with this.Again I had wheel balancing issues. I proceeded to return to the shop another 4 times for the same issues. Each time I spent a minimum of 4 hours and each visit the time increased. They couldnt get the tires balanced. So I went in and told them I am taking it to the dealership and they will get a bill for it.So I took it to the dealership and they rebalanced the tires and told me that pep boys was using the wrong type of weights and that is why I was having so many issues. I took the bill in and gave it to [redacted] and he told me he would issue a credit to my [redacted] card. 3 weeks later I get a phone call from [redacted]; he forgot to issue a credit but did it that day.I took my truck into the shop for an oil change, and told them I was still have some shaking at highway speeds. They look into it and found that the tires and or rims are bad. They would have to send it out to find out exactly which part it was, but they said it was defiantly 2 possibly 3 of the 4 tires/wheel. They also proceed to tell me that there is a good chance the combination wont pass inspection because they stick out too far.So I go back to Pep Boys and talk to [redacted]. He stated that he would not pay any money to fix the issue, and refuses to touch any of my vehicles ever.At this point I got a quote from the ford dealership to replace all 4 rims and tires that will pass PA inspection.So once again I call Pep boys customer service and they told them I want to speak to a regional manager not the store manager. They told me I should hear back within 24 hours. So the next day [redacted] the store manager calls me being ignorant, insulting, and intrusive. I called the customer service number again telling them what happed and I have not had anyone return my phone calls. After calling the Pep boys customer service hotline every day this week, and they said they have emailed the regional manger and that is all they can do I now have limited options. I feel I have done everything possible to work with Pep boys for a reasonable outcome.At this point my truck is not safe to drive. I need to drive it out of state with a trailer and dont have $3600 to repair something that Pep boys should be held responsible for.Desired Settlement: I would like Pep boys to pay to have my Ford dealership replace all 4 rims and wheels.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 1, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

Our claims department is handling this claim.

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

Regards,

Customer Service Coordinator

Review: Went to Pep boys with a brake warranty issue, and had inspection done at the same time. Ok they honored the warranty. Quoted my husband a price of approximately $130.00. They found a cracked brake line...I have the paperwork with the original quote, and no approval for the new price of $423.23 which I had to pay. They charged $254.50 labor. There is no breakdown of any labor charge. When I called to complain, it was like pulling teeth to get an hourly labor rate. He told me it was approximately $100 per hourDesired Settlement: I would like the original quote honored. They had no approval for extra labor charges

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 29, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and advised to return to this location for a 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

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 haven't heard from Pep boys as of 10/23/2014

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office by [redacted].

We are requesting [redacted] return to our facility for a refund.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: On 9/5/14 we took our van into Pep Boys to have a serpentine belt put on and a power steering pump replaced. We were called and told to come pick up the van and it would be $223. We arrived 40 minutes later only to see the van being worked on still. The manager told us that since we didn't inform them of the power steering pump it will now be over $800. We declined and told them to put the serpentine belt on so we could go. On 9/15 I called the store and spoke to the manager who said to bring in the van the next day as it was making a loud noise. I got there on Tuesday he looked at it in the parking lot and said it was a tension pulley and I needed to pay an additional $70 for that part but he could not get to it today and bring it back tomorrow. I took it in the next day again and was told that it was not the tension pulley and that they had in fact replaced the wrong belt which caused more damage to our van. On 9/23 we called back to advise that the water pump was messed up because of the wrong belt. We were told to bring it back in so we did on 9/25 and at noon we were told that it would be repaired to be back to the way it was when we brought it in and would be ready in a few hours. We called numerous times and finally at 7:30 pm we were told that they had in fact put the wrong belt on a second time and our van would not be ready until the next day. It was the mechanics at the location that told us they had put the wrong belts on the vehicle.Desired Settlement: We were told the power steering pump and belts would be $220 and after all of that we are now in need of many parts and would like to be able to drive our van and have it run the way it did before they attempted to work on it.

Business

Response:

Dear [redacted],

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

[redacted] did return to our facility and repairs were rendered at no charge.

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I made an appointment at Pep Boys, store # [redacted], [redacted], NJ [redacted] on 4/12/14 for service on 4/14/14 to have 4 tires, struts & shocks to be installed. At the time of making the appointment, I gave store personnel all pertinent information such as vehicle, make, model, size tires and what I wanted to be done. I expected all parts to be in on the day of service. I was told that the installation of all parts would be approximately 2 hrs. None of that happened. I arrived at 11:45 am & did not leave the store until after 6pm. That was the beginning of a nightmare. One 4/19/14 had plans to go out of town and was driving on the highway 45 min away from home & store and the low tire pressure light came on. There is no way this should have happened with the purchase & installation of 4 new tires. Air leakage from the old tires was not an issue before purchase of new tires. The old tires had worn treads and did not have any holes or leakage before installation. I traveled 45 min back to store to get whatever the problem was fixed. The mechanic put air in my tire and maybe tightened valve around the sensor and sent me on my way. I drove three blocks and then light came back on again. I turned around and took the car back to store once again and supposedly the problem was fixed. At this time it was too late for me to travel, so I decided to start out early the next day on 4/20/14. I was on the highway and had traveled an hour away from home and once again the low tire pressure light came on. I’m furious at this point and called store to let them know that I was on my way back with the same problem from the previous day. This time I was told that air was leaking from around the sensor. I demanded a new tire and fix whatever was wrong with the sensor. I trusted that this would solve the problem and left the store again for the fourth time in six days. I’m already a day behind with my travel plans and proceeded on the highway. Low tire pressure light came on for the 4th time and I’m now positive that I’ve taken my car to incompetent mechanics and paid $1,243.07 for lost time, money & aggravation. I called the store and talked to the manager & told him to expect my arrival and somebody must repair my vehicle. This time air is leaking from a different tire than before. I’m told again that air was leaking from around the sensor, so I requested for all of the tires to be reinforced so I may travel safely without worry. Something of this nature is unsafe and definitely a hazard to myself and my passengers. Driving at a highway speed with air leaking from the tires could have caused injury & not to mention fatalities. I never arrived at my destination that weekend because of poor service & workmanship. The Supply of Goods and Services Act 1982 states that I am entitled to expect that the work is carried out with reasonable care and skill, materials used are of satisfactory quality and fit for their purpose. I called corporate headquarters on 4/21/14, complaint case # [redacted] & I was told that I would be contacted within 48 hours. I have not been contacted to this date in any manner. Pep Boys practices are in bad faith, unethical conduct & lack integrity. I am requesting resolution of this matter through monetary compensation.Desired Settlement: I am requesting resolution of this matter through monetary compensation. The service provided to me where unacceptable and could have resulted in injury as well as fatality. I wasted time, money, energy and was in constant fear of driving safe.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by [redacted] on April 24. 2014, We would like to

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

Boys facility. [redacted] made an appointment, but the parts needed for

the repair did not arrive on time, so the parts were ordered from an out side

vendor, which delayed her repair. When the tires were installed we replaced the

TPMS sensors. The sensors were leaking only when the weight of the vehicle was

on the tires and when we would check for the leak, we would have the vehicle on

the lift, therefore not being able to detect the leak.

The service manager [redacted] contacted

[redacted] , addressed her concerns and offered a full refund. A check will be

sent of to [redacted]. We again

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

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

Review: Took my vehicle to pep boys to get a repair that according to them would solve my check engine light issue so it could pass inspection. Dropped it off early that day and didn't hear anything back so I called later that evening and one of the service managers said they found the issue that would fix my problem for $500. I asked if that was all that was wrong and he said yes. It took 4 days to get my car back after me constantly having to call and check on the status due to poor communication. Being without a car I had to take a taxi to work. When I finally got my vehicle back they said everything was fine and after driving 15 miles the check engine light came back on and I noticed my car was idling rough (worse than before). I called back and they said to bring it back in which I did and then I was told I needed to pay $200 to fix something else. This wasn't the agreement and after being without a car for 4 days and the issue still not getting fixed I was upset when I heard this. I requested that they cover this repair due to them telling me the one I paid for would solve the issue which it didn't. They said they couldn't authorize that and I should contact someone higher up. I tried to file a complaint through pep boys but didn't get anywhere.Desired Settlement: I do not want to do business with Pep boys anymore due to the poor way this situation was handled. I would like my money back due to the repair not fixing the problem and now I'm out $500.

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] was contacted and offered a full refund.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Review: I am deeply disappointed in the service that Pep Boys has provided me with today. I purchased four tires for my Honda fit on tire rack.com and was recommended to take them to the Pep Boys service center in [redacted], Pa. The tires service was just fine, however when I entered my vehicle after the tires were put on there were gashes in my steering wheel right where my left hand is placed while driving. I know the gashes were not there before I had the vehicle serviced. I immediately went back in to the service center and asked to speak with the manager. He then walked with me to my car with another employee and took a look at my steering wheel. He also rubbed his hands over the gashes a few times. He offered to look at the service center's camera footage. Ten minutes later he came back to me and pretty much said that he saw nothing and can do nothing for me.I am very upset at this response. I understand that accidents happen, however when it happens to a customer's personal property compensation from the business should be in order. I surmise that the gashes could have occurred from the service employee holding my car keys in his right hand and scrapping them along the steering wheel leather as he lifted himself out of the vehicle.Desired Settlement: I would like my leather steering wheel to be replaced with [redacted] parts.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 10, 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.

We did find the steering wheel replacement and have contacted [redacted] for her to return for the repair.

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

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 steering wheel replacement that is being offered to me is just a regular steering wheel cover that I could purchase at many other hardware and service stores. Had this been offered to me at the time when their service person damaged my wheel I would have felt that they were addressing my concerns in the moment. Instead, I have had to contact Revdex.com to have my concern heard and taken care of. After my experience with Pep Boys I prefer to purchase one of these steering wheel covers on my own at another company who will take care of me in a more professional manner.

Regards,

Review: I took my car to Pep Boys for a routine state inspection. Pep Boys claimed that my auto could not pass inspection without new tires. I purchased the recommended set of four tires, which I was told were the only tires they had in my vehicle size. Within days, I read that the tires I had purchased have received consistent one-star reviews on numerous consumer panels, which repeatedly claimed safety concerns. Pep Boys' website clearly lists every object not eligible for return; tires do not appear on this list. I phoned Pep Boys to absolutely confirm that the tires I had purchased could be returned for a refund, and that the warranty I had purchased for the tires could be cancelled for a refund as well, and was given a clear verbal confirmation that all four tires and their warranty policy could be returned for a refund. Within hours of the phone confirmation that a refund would be no problem, (six days after the purchase), I took the tires to Pep Boys and was told that they do not, in fact, take back tires, despite what their website claims and despite what they had said on the phone that day. No one would take responsibility for the phone conversation, although they claimed to remember talking to me. No manager or superior could be located in person or by telephone by any employee. I was told to meet the store manager in person on Monday morning (today) at 8 am. I arrived promptly at 8 am, and by 9:30 am she had not arrived and again could not be reached by phone. This erroneous return information has caused a severe financial hardship for us and we need a resolution.Desired Settlement: A full refund from Pep Boys for the tires and for the tire warranty policy.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] August 19, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] did return and we refunded the tires.

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 came into Pep Boys to have two lug nuts replaced. The person behind the counter said it was no problem to replace 2-3 lug nuts. We told them that the car only has between 2-3 lug nuts holding the wheel so please be careful. The person said no problem we will take care of that and call you when its ready. About two hours later My husband recieved a phone call saying that the car has been into an accident and that he would need to come take a look at the car before the did any work. My husband left work and came to Pep Boys in [redacted] MD. There he spoke to the service manager. He informed him that the car did not make it to the bay from the parking lot the wheel flew off several feet from the car and the entire body of the front end was smashed into the concrete. My husband was distraguht. They told him that they could get his car driving, the only thing they fixed was the rotor. As they claimed that this was the only thing the were authorized to fix. Any repairs that resulted from the accident would need to have a claim submitted through pep boys. My husband took off work and took the car to a body shop. They were only able to as the damages that were under the car, and not include any body work. The car is a 1989 Chevy Caprice it has a two tone custom fade paint with 22 inch chrome rims. The car has been well taken care of and is considered a show car. I thought we were leaving it in good hands but was mistaken. When I took the estimate to the manager at the time he told me that we needed to have a estimate with body work and well as mechanical work to submit. This time I took off of work and took it to another shop for estimates. The damages amounted close to five thousad dollars. I brought the estimate to Pepboys a few days later. As soon as I handed the manager the estimate he said this claim will be denied because it is a written estimate. I told him that I was too tired and too pressed for time in order to have to find another shop that could give my car a estimate as well as have it done on a computer and printed out in ink. I asked him if there was a shop he knew of that would be able to help me and he said no. Pep boys is claiming that they are not responsible for what happend to the vehicle. From my perspective I feel at a wits end with this situation. I thought I was bringing my car in for a smiple repair, and now I am out of a vehicle. Although it drives I do not feel safe driving it. You can here the rattling an shaking that was no there prior to this incident. Pep boys was very unprofessional never contaced me, and gave me the run around. I spoke to three diffrent managers to which each one of them did not know about the situation. I had to explain, and to my dismay none one cared to even call and update us. They did not care that my car got damaged it was so horrible. Claims denied me, and never invedtigated further. I have a case number with pep boys and I am still awaiting a call from the adustor or area director. One thing that bothers me tremendously is that they had the option of reviiewing the securty cameras, and investigated the situation. Everyone refused to even budge or move a musdle in order to get this incident rectified. Now the time has passes. Eye witneeses says the young mechanic got into the vehicle and agressivley drove it to the bay, and inturn made the wheel fly off. I said this to the manager and he just shruggred his shoulders and passes the buck along to the next maager. I am unsure of what to do I need some help, and most of all I need my vehicle repaired.Desired Settlement: I would like my car fixed to what it was when it was running nicley before this incident. I had the entire front end done at this location it is on file and I have receipt. The majority of damge is for a crontol arm and body work. Please call me @ [redacted] or ###-###-#### ([redacted])

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 15, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

Our claims department handled the case for **. [redacted]. After investigating the claim was denied.

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

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

Regards,

Customer Service Coordinator

Review: The store did not honor their coupon. For brake service I had a coupon for 15% off of brake service. I asked the manager what was this amount off. The labor, parts or the total bill. He wouldn't tell me. I even called another pep boys and asked the same question. They wouldn't tell me. The manager gave me one price, then another. Instead of 15% he took 10%. I still don't know what it was taken from. This is false advertising. Even at 10% the amount wasn't right. When I first asked about the coupon, he said it would be about 100.00 off. I knew that wasn't right. My total bill was 1,688.24 With his discount it was 1,514.80. That wasn't even correct for 10%. Manager [redacted]. also they have the wrong name on my bill. I want to them honor their coupons.

Product_Or_Service: Brake service

Order_Number: [redacted]

Account_Number: 1,688.24Desired Settlement: DesiredSettlementID: No settlement requested - for

I would like Pep Boys to honor their coupons. I feel like I was cheated. I want them to answer simple questions concerning their coupons.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 24. 2014, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] was contacted by the manager and an explanation was given to **. [redacted] that the 15%off coupon was for the brakes only, so the manager gave her instead a 10% off the whole bill.The 15%off would have come to $50.00 but the 10%off came to $200.00 off.

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: The manager lied about the amount he took off. the amount was 165.15 not 200.00 as he stated. There is no need for further action. I will not agree to a lie. He still didn't answer me on what he took the coupon off. This can come to a close. I just want on the record what really happened. The receipt state what the discount was. Thank you for looking into this matter. I will never do business with Pep boys again.

Regards,

Review: I purchased a set of tires with a lifetime warranty for road hazard. When I had a nail in the sidewall after 20,000 miles of a 60,000 warranty, the store wanted to charge more than I paid for the original to replace the tire.Desired Settlement: A partial refund and changes in the advertisement methods at Pep Boys with clarity on the rule of replacement under warranty.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 2, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service Manager contacted **. [redacted], apologized and asked **. [redacted] to come in and he would take care of him with the tire. Unfortunately **. [redacted] declined, because he had already gone somewhere else because of his bad experience at our facility.

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

Regards,

[redacted] Searl

Customer Service Coordinator

Business

Response:

{Please see attachment.}

Review: My car was taken to the [redacted] Hills Pep Boys on Monday May 12, 2014. They said it needed a hose replaced to stop an anti freeze from leaking out and that they needed to order a part in order to do that. They said it would be done Tuesday no later than Wednesday. They were called on Wednesday afternoon and we were put on hold for aver 5 minutes to be told yea the part is here I'll have someone start on it now. Then they were called Thursday and we were told the person who worked on it yesterday is off today so I'll get someone else to work on it now. Today is Friday May 16, 2014 and my car is still not done. We called today and were told they are having trouble getting a bolt off. The car was supposed to be done by 12:00 - 12:30 today. The man who answered the phone said he didn't know what was going on because he was just filling in because the service manager wasn't there. If we wouldn't have called them on those 2 days would they have ever started working on my car? For 2 day it sat in their shop almost all day with no one working on it. To me this is unacceptable customer services.Desired Settlement: My desired out come would be a total cash refund for any repairs and labor they did. But I know that is almost impossible, so a major discount is what I want. They inconvienced a whole family by keeping my car for a week to replace a hose.

Consumer

Response:

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

From: [redacted]>

Date: Mon, May 19, 2014 at 3:09 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Pep Boys fixed my car but the amount of time it took is still unacceptable.

Review: My a/c stopped working and I brought it to Pepboys to look over. The free a/c diagnostic came thru with nothing so they asked to do an electrical diagnostic. They kept my car for 7 hours only to tell me they couldn't figure out whats wrong with it. They still charged me for the electronic diagnostic. When I asked for a printout of what they checked they replied they didnt have one because they were manually going in and checking things. I was under the impression the electronic diagnostic was being done by a computer. After I drove it home I locked my door from the inside and came out about 10 minutes later to run to the store. When I tried to unlock my door the lock only would spin and I noticed a 4 inch scrap down to the metal on my door that was not there prior. I called the manager and I was told to bring it back to the store. When I got there he told me he reviewed 4 hours of footage in 10 min(I was there for 7 hours) and they never used my key to get in my car. When I left the car there it was locked so they had to of used my key to get in at least once. As far as the scrap they only replied the car was not on a rack so they didnt do it. My car only has one keyhole to open the car so if I lock it my son has to climb in thru the trunk to unlock. No responsibility taken at all. And the customer service manager kept chuckling at me and saying there is nothing I can do. Don't go to these crooks!Desired Settlement: I would like a refund on my $50.00 for the diagnostic I was told would find any electrical problem but didnt. Also I would like Pepboys at [redacted] and [redacted] to pay to repair the lock they broke on my door and the scrape they did on my car.

Business

Response:

Dear [redacted],

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

[redacted] brought her car in for an AC check, we found the compressor clutch was not engaging when commanded on (6/9/13). We performed the .5 electrical diagnostic since the pressures were reading to specification. [redacted] authorized the charge. Our mechanic worked on the vehicle following wiring schematics for the majority of the day without attaining further compensation.

All of our testing was in regards to the clutch not engaging. The diagnostic led us to the ECM ,that is where the fans and the clutch circuits obtain their ground. With the fans being inoperative the vehicle will not allow the compressor to engage as it is basically in a protection mode when we bypassed the systems the clutch would operate properly. [redacted] was called and informed of this and she said she would be unable to afford a repair of that kind and would like to take her vehicle.

We suggested she take it to the dealer for a second opinion. She picked up the vehicle, entered the vehicle with no problem, drove the vehicle off the property and contacted us about thirty minutes later to inform us the lock was inoperative and there was a scratch on the door. I told her that I would check the CCTV while she was on her way.

The CCTV showed no contact from the door to the lift and if contact had occurred it would have occurred approximately 12 inches from the point where the scratch was. I told her we could take a look at the lock and give her an estimate to repair at which time she became irate and said she would file a police report then left. She came in two days later on 6/11/13. At that time we found that the clip holding the rod to the lock cylinder was damaged and had been for some time resulting in wallowing out the end of the rod. At no cost to the customer we replaced the clip and reattached the rod as best we could. We informed [redacted] that the fix was temporary and if she wanted to replace it we would be happy to obtain the parts and do the work for her.

We also attempted to use a buffing compound on the scratch, at which time it was noticed that it was not a scratch, it was a crack in the paint clear coat.

We did not give [redacted] a refund for the diagnosis, but we did fix the lock at no cost, even though the damage internally was a broken steel clip and a part that was wallowed out due to time.

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

Regards,

Customer Service Coordinator

Review: Made appointment using online appointment system for the following services: Check electrical, Replace Battery, Tune up, oil change, Flush Radiator, rotate tires, check brakes, replace windshield wipers.

Upon arrival at appointment time We discussed battery options, Clerk told me they had the flush service on sale, and it would take about 2 hours.

4 1/2 hours later, I waited there, they told me my vehicle was done. They told me that the rear brakes are at 40% - yet they were unable to remove the one brake drum. They substituted a radiator drain and fill (sale item) for the flush I originally requested. They did not address my tune up request.

Upon arriving home I notice they overcharged me by charging me twice for some merchandise and that the coolant was low and discolored in my radiator overflow tank (discolored coolant was the reason I asked to have the system flushed in the first place).

Rescheduled with the manager to come back in. They credited me the overcharge and had me go sit down while they were to do the radiator flush. A couple minutes later manager came over and told me their machine is broke, that they knew about it when they came in that day and from the night before, and I now have to reschedule now that I have driven to their location in good faith for my scheduled appointment.Desired Settlement: Refund me for the cooling system flush I requested that they did not perform rather tricked me into stating that the sale service was for the same thing.

Since they didn't do the tuneup or charge me for it and the supposed brake check was free I don't expect restitution for those 2 items.

They already credited the overcharge to me.

Consumer

Response:

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

From: <[redacted]>

Date: Wed, Dec 18, 2013 at 11:53 AM

Subject: Case [redacted]

Greetings,

Store manager refunded money in case [redacted] on 12/17/2013. In my opinion the matter is now resolved. Thank you.

Sincerely,

[redacted]., [redacted]

Confidentiality Notice: This message is intended exclusively for the individual or entity to which it is addressed and may contain privileged, proprietary, or otherwise private information. If you are not the named addressee, you are not authorized to read, print, retain, copy or disseminate this message or any part of it. If you have received this message in error, please notify the sender immediately by e-mail and delete all copies of the message.

Review: I recently visited the Pep Boys in [redacted]. After calling for an additional $900 worth of work (brakes etc.) which I authorized, I picked up my car tonight to find out that no fluids had been checked, let alone changed (or they would have discovered the leak in my windshield washer system), the alignment was not performed (or it wouldn't pull to the right the same as before), and the only thing I'm sure that was done was the tires as I can see them. I took the car back and asked them to redo the brakes, alignment, and oil change. Now even if they do that, I'm still $900 short of the rest of the work that they said was done but wasn't. I was told to talk to [redacted], Service Manager #[redacted], to resolve this but have not been able to get in touch with him. I have contacted Pep Boys through email and have requested a full refund for all of the work completed other than the tires or proof that the work was done. I will have to have another mechanic check this and make repairs so I will need to pay someone to actually do the work. Below is the estimate. The final bill is $1621.21. Assuming that the alignment and oil/filter change will actually be completed tomorrow, the remaining balance for the refund is $1621.21 - $661.77 (tires and alignment) - $39.99 (oil change) = $919.45 (minus taxes on the oil change). I requested that this balance be credited back to the credit card but no luck so far.Desired Settlement: Refund the $920 for all the work that was not billed but not completed or unquestionable proof that the work was done, verified by another independent mechanic.

Consumer

Response:

From: [redacted]

Subject: Re: Complaint #[redacted].

Hi,

I was able to resolve the problem with Pep Boys and get a refund.

Regards,