Pep Boys

Review: It all start December 2012 when I carried my Madza 5 in to pep boys for struts in the front of the car.The reason I carried it there was they seem to be the cheapest to do the job I was told by [redacted] that I needed struts but it would cost almost a thousand dollars.So I carried it to Pepboys in December and told them my issue and they said this would fix the thumping sound I get when I drive the car I waited almost 5 hours and in the interimone of the mechanics told me that the reason it is taking so long the screw on my struts were on there a long time and they had to snap it off. Now after the long wait and I think my car was good I drive it off and I still here the thumping sound so I carried it back and told I still heard the thumping sounds the service manager who name is [redacted] told me they forgot to change the mounts and that is why is still thumping so I ask him could they put them in now he told me no they would have to order them and it is no charge since it was their mistake. I picked up the next day at 5pm and asked them is everything is alright with the car and they said yes thy test drive the car because I was mad as hell when I drove the car with [redacted] my car was squeaking and now has a thumping sound in the back [redacted] said I could bring it back and they could check out the noise but I was tired and wanted to go home after 2 days at this place.The following week I took it to [redacted] and he said I should carry it back because the right side is making noise. I waited a couple months living withe the squeaking thumping in the back until I ran into [redacted] and told him about the car and he said bring the car in and we will check it for free I did and his mechanic suggested that I change the bushing that should stop that noise in the back,but that I have other noises like the squeaking that they have to look at.If you are a mechanic I shouldnt have to spend a arm and a leg for my car to be fixed and ever since my car now is a disaster to drive they should have fixed it right the first time.Desired Settlement: I would like my car fixed with no noise at all ever since I carried it there it has been a disaster and I have spent over 700 dollars and my car isnot operating right until this day. I have filed a complaint with customer service but have not heard anything. When I filed a complaint with them before that is when they agreed to put my mounts on for free due to their mistake. I just want my car operating right or I will carry it elsewhere where the mechanics do it right.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 5, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The service manager meet with **. [redacted] at the local gym, where **. [redacted] explained that he has a noise and the manager advised **. [redacted] to come to his location and he would test drive the vehicle.

**. [redacted] came to our facility, the service manager took the vehicle for a test run. [redacted] was advised that the sway bar frame bushings wore, he advised **. [redacted] where to purchase the parts cheaper.

**. [redacted] was advised by the service manager, that after the sway bar bushings were replaced, he would than be able to diagnoses any other noises that existed.

The noises that **. [redacted] is hearing has nothing to do with the previous repair in December 2012.

Our offer still stands, if **. [redacted] would like to purchase the parts, make an appointment and we will give him the best possible price for the repair.

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

Regards,

Customer Service Coordinator

Review: I originally got my tire rods service done with Pep Boys. And maintenance issues are done there as well. I recently went for a radiator service and they notice that my tire rods are bad and need replacementTire rod service was originally fix by pep boys sites. Called corporate office complaining. They sent me to a store manager and said they would monitor the situation. Store manager spoke and said he would resolve this matter. Haven't heard from store manager nor corporate office to fix this issue. My tire rods are still bad.Desired Settlement: I would like them to honor me as a paying customer. I got my tired rods replaced with Pep boys and they still went bad. I wanted them to fix the rods or pay my dealership if they can't fix them themselves. Please help.

Business

Response:

Dear [redacted], We are in receipt of the letter sent to your office by [redacted] on June 20, 2014. We would like to apologize for any inconvenience [redacted] may have experienced at our facility,

[redacted]'s vehicle is at our facility and was checked out. We found several repairs needed, which [redacted] has approved. We will also be replacing one tir rod free of charge.

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

Robin S[redacted]

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: Before giving my car back to pep boys. My car was working fine with the exception of the tire rod issue which cause a loud squeaking noise as you drive.

Review: My vehicle towed there to replace the alternator but the car has been at the shop since 5/9/13 and it is now 5/14 no repairs have been started

my car was towed to pep boys on 5/9/14 my warrenty company gave the shop a quote as to the amount of the repairs that they would be responsible for but the shop is telling me they have different labor rates and a employee whom I never spoken name [redacted] was suppose to give me a call to let me know what portion I was responsible for. ive called everyday for a quote and to see if they have started the repairs but she is never at work and no one in the shop said they can help me. I was told by a employee there that they have employees standing around not working on any cars they are just waiting on her. I need my car for my lively hood and I dont think it right or its fair that I have to wait for ONE person to ok the repairs and I havent even gotten a quote yetDesired Settlement: I want the diagnositc fee dropped and I want my car fixed

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **. [redacted] dated May 19, 2014. We would

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

our Pep Boys facility. **. [redacted]'s concerns have been addressed and the vehicle

has been picked upWe again

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

his concerns. Regards, [redacted] Customer Service Coordinator

Review: Well, I went to pep boys to get my car diagnostic tested. Because my car was not passing smog.. They told it would be $139.99 for the test. I agreed. So I left my car for them to test. They called a couple of hours later telling me that my car didn't pass the diagnostic test. They told me that my PCV valve was busted and that they "recommend" a 4 point fuel treatment for $129.99 the pcv valve was $2.99 and $33.90 installed plus $56.50 adjusting the timing which they didn't tell me about. I agreed. A few hours go by and so I call to check on the progress. They told me The mechanic had left for the day and my car would have to stay overnite. I agreed.The next call to check on my car. The mechanic tells me he did the repairs and the car still failed then he said the EGR valve was clogged and that they would need a speaical tool to take it off and clean it and that it would be an extra $465. No thanks I replied I will just paid for the work done. I pick my car up and payed them. Later at home I look over the paperwork. I see the first diagnostic test Reads that my Car passes in all categories. Then after they did the work on my car and ran the second test it said my car failed. Also the date on the paperwork shows they ran both test on The same day within hours of each other.They told me they ran the second test the next day.? I think they where trying to make me pay for repairs that I didn't need and I think they sabotage my car to fail smog.Desired Settlement: I just my car fixed to where the first test said my car passed or my money back.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 09 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

A refund was given to [redacted] in the amount of $ 366.39.

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

Regards,

Customer Service Coordinator

Review: Last Saturday, I took my car in for an alignment, oil change, and tune up. The car wasn't steering right when I got on the freeway after I picked it up. I had to hold the steering wheel to the left in order to get it to go straight and if I took my hand off the wheel, my car will veer sharply to the right. This was not happening before the alignment. Two days after the car had been serviced at Pep Boys, my maintenance light came on, and I could no longer go over 60 miles per hour on the highway, or my car would idle between 3 and 4 and I would hear a strong knocking sound coming from the engine. My car is now eating up 25% more gas then it did before I took it into Pep Boys. Again, my car did not do this before I took it into Pep Boys last Saturday. I pulled out my work order and realized that they had not done the tune up as originally asked for; it also appears that they did not do a proper alignment. I took my car back to Pep Boys to get it looked at and explained my situation. They looked at it, drove it, and said it was my tires. Tires do not cause the car to idle high. Tires do not cause the maintenance switch to turn on. Tires do not cause my engine to knock. And if I had bad tires, why wasn't this brought to my attention before they performed any services? The assistant manager did not provide good service... she smirked when she offered me 10% off the tune up. She was outside in the car area smoking a cigarette looking over my car's engine with two other mechanics. 10% off failed to come close to the amount of money I lost in gas and time to come back up there. Her attitude was absolutely horrifying for a manager. I have never had an issue taking my car to other places, and I do not ever plan to return to Pep Boys again for any services because of this manager and her lack of class and professionalism (who smokes in a shop filled with gas and oil where customers can see it through a window) in handling an escalated situationDesired Settlement: I want my money back for the alignment that was not done properly. I want the customer service issue addressed about the assistant manager.

Business

Response:

Dear [redacted],

We are in receipt of the

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

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

Boys facility. [redacted] was contacted and given a

refund.We again apologize as well as

thank [redacted] for allowing us the opportunity to address her

concerns. Regards, [redacted] Customer Service Coordinator

Review: I went to have my inspection done on my car on Wednesday 2/20/13. I waited for over two hours only to be told that my car (which has only 18,000 miles on it) needed to have the front rotors replaced and my inspection would fail if I didn't get it done. The man at the desk was trying to pressure me into spending the $315 and get it done but I knew it was very suspicious since my car has not had any signs of something being wrong and I barely drive it. I declined having the work done and I was given a bad attitude in return and made me wait another hour to have "paperwork" filled out. I knew this could not be right and felt like they were taking advantage of me since I am a female. I was still charged for the inspection and I took my car directly to the dealership for a second opinion and they said there is absolutely nothing wrong with the car whatsoever and people like the ones I was dealing with at this establishment are the same ones who give other mechanics a bad name by trying to take advantage of people. My inspection immediately passed which it should have the first time but instead I had to pay the same $37 fee twice!

Business

Response:

Dear [redacted],

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

The brakes were failed as per state inspection statute 79;21 which states:

Brake Components

14. Visually inspect components of the braking system.

Reflect if:

14. There is any disconnected, improperly installed, broken, frozen, seized, bypassed, or missing components of the braking system. (Amended 05/04/05).

The inspector failed the car for the driver front brake pads, which had 1/32nd pad life left on the inner pad while having 4/32nd on the outer pad. This could be caused by either a seized slide pin, frozen caliper, collapsed brake hose or improperly installed brake pads. In comparison, the passenger front brake pads measured out at 6/32nd on both inner and outer pad indicating an uneven braking issue with the driver front, further enhancing the argument for a proper failure of the car. The inspector documented all of his findings in writing.

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

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

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This is completely and utterly false. I have documents directly from the dealership stating that the brakes and brake pads and rotors are absolutely fine and I was shown the actual front rotor as proof and asked if Pep Boys did the same which they did not. My inspection passed with no issues whatsoever. Two other people looked at the car besides the dealership and also stated that it was fine and there was nothing wrong with the car. This car is a lease with very low mileage. It is impossible that it would need that much repair work by the scam of a company such as pep boys. No refund is needed. The charge was disputed with my bank and they also found the charge to be fraudulent. I will never return to this lying company with horrible business tactics and customer service and instruct everyone I know to do the same and tell them what happened to me and how it was poorly handled.

Regards,

Review: Pep boys installed four tires but managed to damage all four rims in the process. I brought this to the attention of the store manager ([redacted]) who said she would review the recording and contact me. About two weeks later I followed up with [redacted] who acknowledge she looked at the rims but was waiting to discuss the matter with someone. She then said she would contact me no later than Thursday, 03/27/14. She has not responded further.Desired Settlement: Replacement rims and payment to have them installed at a store other than Pep Boys.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on April 3, 2014. We would like to apologize to **.[redacted] for inconvenience he may have experienced at our facility.

Customer ordered tires and an oil change on February 2, 2014 and made an appointment for 9:00am Sunday February 9, 2014. customer came in at 9:00am on Sunday and [redacted] helped him . They walked out to the vehicle(policy) and then back in. [redacted] finished writing up the work order at 9:08 and then took the work order out to the shop and gave it to [redacted] at 9:25. [redacted] pulled the vehicle in at 9:28 am and started draining the oil and dismounting the tires. While dismounting the tires and letting the oil drain he looked at the vehicle. He noticed the oil pan leaking and the wheel bearings on both sides were starting to have some play. [redacted] wrote up an estimate for the repair and gave it to the customer. the customer was upset and told [redacted] all he wanted was tires and an oil change, not to look at anything else on his car. [redacted] had an issue putting the new TPMS sensor in so it took longer than it should had. Vehicle was ready for pick up at 11:54 am. customer left at noon.

On March 4th **. [redacted] put in a complaint because of the weight time, he stated that we were too concerned with telling him what else was wrong with his car.

On March 9, 2014 **. [redacted] came in and told me he wanted me to look at his rims. I looked at them and did see some scratches. We advised him that we would watch the video and get back with him.

After further review of the CCTV video we are denying this claim

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: There was damage to my car rims which has not been resolved. I want my complaint noted against the dealer for both the damage and the indifference concerning my complaint. I will further forward this complaint to the approptiate state agency since it is unreolved and Pepe Boys has utterly dismissed my concerns without the curtesty of any direct responce to me. Thank you for your attempt for resolution.

Regards,

Review: I purchased four tires about 9 months ago with a 55,000 mile guarantee. I only use my car for work and put on about 8, 000 miles. I went in to have the front two tires covered under the warranty and was told I needed to repair the control arm and bushings which they quoted me a price of about $800 to do the work. I asked if they were going to honor the warranty if the work was done and they said yes. I called back to confirm prior to work being completed since I took it to a local mechanic and again was told yes to the warranty. Once the work was done I headed back over there and they refused to honor the warranty, stating the problem caused the wear and tear on the tires. I explained that they installed the tires with the problem existing and they never informed me it would wear on the tires and void my warranty. After they checked the car and informed me of the problem, then I in turn stated I would try to get it done for a better price I coincidentally got a flat tire on one of the tires in question. I am currently on day 3 of driving on the donut tire and very concerned for my families safety. The Store Manager was rude and condescending.Desired Settlement: I want them to honor the warranty and replace my tires. Fair is fair, I paid a substantial amount of money for my tires and only want what I paid for. Tires should not wear bald in under 10,000 miles. The warranty was for 55,000 miles. I work very hard for my money, two jobs just to make ends meet. I feel they are being dishonest, especially since they verbally more than once stated they would honor the warranty. I am leery of having them do the replacement since after they checked the car and I said I would get the work done cheaper, I got a flat tire.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on November 11, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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 went into a Pep Boys location in [redacted] on 9/8/13 for a tire repair. The contacted me an hour later to tell me that the repair could not be made. I advised them to put the spare tire on as I had insurance on my tire through the company I bought it from. When I arrived to pick my car up they still have my car on the lift and the tech, [redacted], told me that he put the spare tire on, checked the tire pressure, added some air and walked away for two minutes and the valve stem blew off. They got the manager involved and he said they were not able to fix the valve stem on the spare tire (that they broke) and my only option was to buy a tire from them. It was a Sunday and I was at there mercy since most of the tire shops are closed. They wanted to sell me one tire for $160.00 that was not even a match of the set of tires I had on my car. They basically saw an opportunity to take advantage of someone. I called the Corporate Office and filed a complaint on Monday 9/9/13. The complaint # is [redacted]. I contacted the company I got the tire from originally and had the tire put on Monday by them. When they put the tire on, they noticed that Pep Boys left the center peice to my rim out. I had to go back to Pep Boys in [redacted] to get it that day. I already had a call into the Corp Office at that time. I never heard anything from them. I called back on 9/13 and was told that the case was closed because the manager, [redacted], came out and apoligized to me when I picked up the center peice for my tire. That did not happen! I didn't even see the manager that day. [redacted], the tech, gave me the center peice and put it on. They said they would I would be contacted by the Area director within 48 hrs. It is now 2 weeks later and I still have not heard anything. I called again today 9/20 and the customer service rep said that the area director tried to contact me but did not talk to me and the case was now closed again. I have not received a call from him nor do I have a message on my phone from him. I shared my fusteration with the lady and asked who was over the area director. She told me that all she could do is reopen the case. I asked her for the information to contact the area director myself and she said she could only contact him by email but was unable to give me his information. She said I could call them back in 24 to 48 hours. I'm not sure what else to do at this point but I hope that by filing this, Pep Boys in [redacted], will be addressed will have better ways to resolve customer issues. I would also like my spare tire replace that they broke.Desired Settlement: Replacement of the spare tire they broke.

Business

Response:

Dear **. [redacted],

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

**. [redacted] came to our facility for a tire repair. the injury was on the sidewall and could not be safely repaired. The Service Advisor explained the situations and recommended a new tire. **. [redacted] decline and asked for her spare to be installed.

The spare was flat, the technician installed the spare and inflated the tire with proper PSI rating. As the technician was finishing the valve on the spare it blew out.

**. [redacted] went to the dealer to have the spare tire repaired and was advised to bring us the bill.

At this time we are waiting for **. [redacted] to contact/return for her refund.

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

Regards,

Customer Service Coordinator

Review: I am being fully charged for incomplete & inferior services that was done on my car and not delivering the services I requested & expected.

1. Not making a complete wheel alignment on my car (camber was not adjusted due to needing special tool) I was not told that they are incapable of fully making the needed adjustment before hand. They should have not accepted my service request if they are not competent. They went ahead and accepted and then not fully completing the job but went ahead and charged me $79.99.

I had to go to another tire shop to have the wheel alignment properly done, since my front wheels started having uneven wear on the outer edges only.

2. I requested a repair of my car AC unit not working, I have verified myself that the AC compressor was out, leaking oil. I also verified my self with a use of pressure gauge that my freon had leaked. I told the service writer that I want a new AC compressor installed. Instead I was deceived to agree to have an AC evaluation and was charged $49.99 without my approval. The AC was not repaired but I was given a report that I need a new compressor, a new receiver drier, a new condenser & possibly a new condenser fan motor. I did not requested for a just a report.

Another repair shop recommend by [redacted] completed the repair the next day, by replacing the AC compressor, receiver drier and then a new charged of freon.

The above two cases are clear cases of deceptive & incompetent car service repair practices.Desired Settlement: I want Pep Boys Corporation to fully refund me on services not fully delivered. I had to pay another company to have the repairs properly done. Pep Boys should not make me pay for services that are not meeting the advertised services.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 12,, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and offered the requested refund.

We 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: I went there for a wheel alignment but they're trying to hassle me by saying that my struts are bend and needs to be replace. They cannot perform the wheel alignment unless they change the struts.That I disagree and pullout from them and had the [redacted] wheel align it. The [redacted] did it really well,inspect everything and found nothing wrong with my car aside from wheel alignment.Since I pulled out from Pepboys, they charge me $21.00 that is ok if they are telling the truth but they are liars, trying to take advantage of they're customer. It's not nice !Desired Settlement: I wanna have my $21.00 plus the wasted time that I spent, have this people responsible for what they did to me. Because they're not going to stop in doing things like this until someone stop them. You can call me for more info,Thank you and hope you teach them a lesson not to hassle anyone because this a disgrace to your company!

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office by **. [redacted] dated March 18, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility. ** .[redacted] came to our facility and requested a wheel alignment. The Master technician that inspected the vehicle found the left front strut was slightly bent causing negative chamber, the distance between passenger wheel and strut was greater than the distance between the drivers side wheel and strut. In order for Pep Boys to correctly conduct a wheel alignment on **. [redacted]'s vehicle it would require replacement of the drivers front strut.As per Map standards the struts are recommended to be replaced in pairs and that is what the service advisor recommended prior to conducting the alignment. 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

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:

If that thing is true as what they said, why is it the " [redacted] ", check that thing out and didn't see nothing wrong with my strut and had them align within it's specification. [redacted] for you information is one of the [redacted] dealership here in Rhode Island that service [redacted] that has almost similar to [redacted]. To them (Pep Boys), who stand in the wrong doing of their employee is wrong, It's only $21.00 but the reputation of them will gonna be in my mind and if I can pass it to all the people I knew to warn them, I will do it so that they can't get advantage of. As far my car is concern, it runs perfect after [redacted] Fix it

Review: On 12/22/13, I took my car to Pep Boys on [redacted]. for repair. I paid for the repair services, but the car was not fixed. The problem still existed. I returned to Pep Boys a second time and the car was still not fixed. I requested a full refund and was denied. I took the car to [redacted] Auto Repair on [redacted]. who fixed the original problem and the problems created by Pep Boys (approximately additional $150.00)

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am asking for a full refund of $329.33 from Pep Boys plus the additional $150.00 I paid [redacted] Auto Repair to fix the additional problems Pep Boys had created. I am requesting a total of $479.33 from Pep Boys.

Business

Response:

Dear **. [redacted],

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

Below is the response to **. [redacted]'s concerns from the senior management team at the said location.

**. [redacted] came in to our store on December 22, 2013, complaining of a coolant leak. [redacted] the CSA took down the information for **. [redacted]. The vehicle was brought in and diagnosed by [redacted]. The mechanic found a leak on the thermostat housing gasket. **. [redacted] was advised on the results along with other Maintenance related item’s. **. [redacted] approved the work. After work was completed the mechanic checked the area he replaced and no more leak was present.

We also advised **. [redacted] that engine oil is also leaking and **. [redacted]'s response to that was that all [redacted] engines do that. **. [redacted] came back on January 1, 2014, stating that his vehicle was still leaking coolant, I then brought in the vehicle to check our work and resolve the issue. A pressure test was done on the vehicle, but no other coolant leaks were found.

**. [redacted] then took the vehicle a couple of days later on January 6, 2014, **. [redacted] brought the vehicle back. Again we brought the vehicle in and re checked it. Did another pressure test, and the only thing that was found was very slow seeping coming from the water pump. **. [redacted] was made aware of this. He then advised us that he wanted a refund on everything the amount of $ 329.49.

We did not feel a refund was warranted, however as customer satisfaction, we offered to refund the labor to replace the thermostat gasket. All the other work on the vehicle was done as maintenance recommendation’s, which **. [redacted] approved. No further refunds will be offered.

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 took my car to Pep Boys to be repaired. I understand Pep Boys say they repaired and tested for leaks. I find that very hard to believe as the car still leaked coolant in my driveway after each time I took the car to Pep Boys. [redacted] Auto Care found that the engine was overheating; the water pump could not turn due to a badly worn belt and the tensioner pulley was missing. [redacted] Auto Care replaced the tensioner, belt and thermostat. [redacted] Auto Care also repaired the poor connection at the left coolant fan motor.

If Pep Boys fixed the problem, why would I have returned advising them the car was still leaking? If Pep Boys fixed the problem, why did their competitor, [redacted] Auto Care find the worn belt, missing pulley and poor connection?

I believe I am entitled to a full refund from Pep Boys because they did not fix the leak. The car continued to leak until I took it to [redacted] Auto Care..

Regards,

Review: I had recently got my car towed to pep boys for repair, it was late at night so I couldn't speak to anyone until that next morning. I spoke with the mechanic the next morning and explain the problem to him. He told me he will put my car on the diagnostic machine, and it will let me know exactly what's wrong. When he called back he told me it was blown head gaskets and the price would be about $1700. The next day he called back and told me it was going to be an additional $395 to send the heads off I told him ok. He called back and said he had good news he could order them new for $225. Later that day I went up their to get an written estimate, he told me he couldn't write me one because of the process it took. I ask him the price is still $1925 he told yes it sure is. Well when I went to pick up my car 5 days later my price was $3200, he gave me the estimate and the date said August 2 2013 the day the car was towed their. The charges where outrageous had new radiator, Fan, battery, battery warranty, 4 different warranty's, recycling fee for coolant, oil charges and they didn't call me about any of this work or new parts, they just added parts and billed me. Their is a lot more charges I didn't elaborate on, I told them I couldn't pay $3100 they threatened to take off parts. I told them this is not right and I will be reporting them to Revdex.com, he told me he didn't want a bad name and took off $700 and gave me 3 free oil changes. This is not right, crooks work their and something should be done. On top of that my A/C doesn't work anymore and they want fix it.Desired Settlement: I would like To get $900 dollars back.

Business

Response:

Dear **. [redacted],

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

Review: I went to the [redacted] PA store to buy a battery. I said it was for my motorcycle, and showed the old battery to the store associate. He looked it up and provided me with a new battery. I purchased the battery and went home and put it on a charger overnight.The next day, I put it on the bike and got nothing, no cranking, no starting. I took it off, charged it for 2 days, same result.By now, I was quite dissatisfied. I went back to the store with the battery to return it. The store associate took one look at it and said I could not return it because it had been installed. What? How am I supposed to determine a battery is bad without installing it? Then he sees my [redacted] shirt and tells me the battery wont work on a [redacted] anyway. What again? The store associate who sold it to me knew it was for a [redacted], now he tells me it won't work on a [redacted] and I cannot return it.More time spent with the "manager", [redacted], who couldn't or wouldn't tell me if their batteries worked on motorcycles, and I ended up leaving without a refund or replacement.A letter to the corporate office has gone unanswered, and I ended up purchasing a new battery from a different vendor.Desired Settlement: I would like a refund of the $116.59 I spent on a battery that may or may not work on my motorcycle, depending on which store associate you speak to.

Business

Response:

Dear **.[redacted],We are in receipt of the

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

to apologize to **. [redacted] for inconvenience he may have experienced at our Pep

Boys facility. The Area Director contacted **. [redacted], to address his

concerns and apologize for the lack of Customer Service he received at this said

location. The Area Director will address the associate involved and also offer

**. [redacted] a refund. We again

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

his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

[To assist us in bringing this matter to a 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:

They did not follow through with their response. In all fairness, contact was attempted. I received a call at the office at 3:45 PM on Monday, 5/19/2014 from a district manager. Since I leave the office at about 3:00 PM, he left a very sincere sounding email about wanting to hear about my experience with the store staff, and making sure I get a refund. He also left me his cell phone number, so I could get back to him.I returned his call the next day, Tuesday, 5/20 at 12:30, I guess he must have forgotten his cell phone that day, as there was no answer, so I left a voice mail in return.

Review: I brought my 1999 [redacted] into Pep boys only blowing mild cool air..I have had the car for 10 years and air is normally soo cold it freezes me out!!! They diagnosed it...Told me it was a simple High end valve that was leaking..I had them fix it...$ 196.00 it was ready to go...I drove 3 miles away...pulled into [redacted] and the car exploded with a big bang!...The Freon blew all over the space and showered 2 cars beside me...I had it towed back to pep boys....They now tell me its 1,000 in parts and labor to fix what they broke....After talking with [redacted] and several mechanics they all came to the same conclusion....Pep Boys Overcharge my system or never fully evacuated the remaining Freon before the charged the system....All pep boys is willing to do is give me my $ 196.00 back and send me out the door with a broken car...They did!!!! This is unprofessional and unacceptable. As a business owner for over 20 years if I damage a customers house I pay for it....Not the customer...I have made SEVERAL phone calls to the store...NO ONE knows what is going on or has the authority and says they will have someone call me....NO ONE HAS! I want my car fixed due to their faulty workmanship and lack of expertise!Desired Settlement: MY car needs to be fixed as they agreed to and put back to AT LEAST the condition I brought it in!!!!With an original refund so I can take it to [redacted] and have a real professional work on my car.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.

On July 7, 2014 [redacted] was contacted and advised that we will replace the A/C hose and the drier, and we would recharge the system. At that time [redacted] was advised that the compressor has a small leak in the front seal. [redacted] advised he would address that in the future.

[redacted] than put in another complaint , it was addressed by the Area Director who offered to put the new compressor in at no labor charge, but that [redacted] would be responsible for the part.

The repairs were done along with the compressor and [redacted] has picked up his vehicle.

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

Review: This location of Pep Boys is involved in bait & switch tactics since they quote one price over the phone and then find hidden charges once you approve the work and then go to pick up your vehicle. My husband and I have twice taken our [redacted] to this location for AC work and both times were quoted a price that was lower than the price we had to pay in order to pick up our [redacted]. Obviously we wouldn't have returned there for the second time but it was supposedly still under warranty from the first time, when they failed to notice the condenser was bad. When I tried to find out why we were being charged - again - more than the price that was quoted to us over the phone I was given the runaround by the manager after the person that initially helped my husband disappeared and refused to come out and face my questions. Needless to say the manager did nothing besides berate me for being upset and I ended up leaving so that I didn't get more upset. Later, my husband went out for something and noticed a fog light had been broken off the front of our [redacted] and was just laying on the bumper. I feel absolutely zero confidence that if I tried to alert Pep Boys to that issue that I would get any resolution to the matter.Desired Settlement: I would like Pep Boys to admit they quoted us one price and then charged us another and refund us the difference which is about $70.

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.

Our associate who spoke to [redacted] , quoted him the price of $474 and specifically stated that this was before taxes. We took some labor and other things off the ticket ,so we didn't have an exact price at the time to give. The customer later stated he wanted to add the extended labor warranty which was an additional $31.92.

The associate tried to speak to [redacted] and resolve the issue with the miscommunication with the price quoted, but [redacted] was not hearing it, and several calls were made to reach [redacted] but we were unable to reach her. We also reviewed the CCTV video and did not see any thing that accured that would have damaged the fog lights.

We did offer the difference back, but this was also declined. If [redacted] would like to accept the offer she can return to our facility for the 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

Fax: [redacted]

Review: On 9/10/12 I purchased a Freeway Blaste horn from Pepboys, that stopped working. I returned on 9/17/12 to have my horn checked. A electrical evaluation was done and I was told it was the wiring. The mechanic said I would have to pay another $110.00 to remove my front bumper again and I refused. The new wiring was ran across the top of the motor and not under the bottom. My horn worked on and off when it was cold. I returned on 10/27/12 at 8:30am to get my horn fix again and was told by [redacted], they were booked and call later to see if they can take me. I called at 11am (still full) and again at 3pm and this particular mechanic was gone for the day. I ask to speak to the manager([redacted]) and was told he was not available and was given a card with his name and number on it. I left a message for [redacted] and he returned my call several days later. He stated that issue will be resolved and make a appointment. I called for an appointment and was told by [redacted] this particular mechanic worked midweek only and I need to make my appointment during this time. I explained I am not available during the week until 6:30pm, due to taking my mother to radiation daily, and I work full-time job and I work part-time at [redacted] in [redacted], Il. I asked if I can get my horn fix there and was told no. On 11/12/12, I took my car to [redacted] Ford, for mechanical issues and to check my horn and remote starter. The Tech at [redacted] said I have two horns. One has gone out and the other one is barely audible. I have paperwork from [redacted]. I stated I had a horn installed at PEPBOYS in September. The tech stated neither horn was new and the wiring was done wrong. Both horns are not working. I submitted a complaint on 9/2/13 to PEPBOYS customer service and I received a email stating I would hear from a representative in 48 hours. As of today I have not heard for anyone. Will you please help me!! Thanks!

Product_Or_Service: Freeway Blaste HornDesired Settlement: DesiredSettlementID: Replacement

Driving without a horn is very dangerous. I just want my horn replaced and the wiring done correctly without being charged $110.00 to remove my bumper. I will pay for the second horn.

Business

Response:

Dear **. [redacted],

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

**. [redacted] returned to our facility and repairs were done at no charge.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his 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 brought my car to pep boys because it left me stranded on Tuesday december 10th ironically in my store's parking lot(which just so happens to be the [redacted] right next to pep boys). I had a friend come look at my car to try and get it started, we bought a $100+ part that didn't end up solving the issue. So the manager on duty was nice enough to return my money after I told him I'd like them to take a crack at figuring out what was wrong with my car. They told me that they'd push my car from the [redacted] parking lot to their garage the next day and take a look at it. The next morning (Dec 11th) I get to work to see that my car had not moved from the day before and that they had not started anything. (Which I was told they would have it over there first thing and this was at 10:30 am). I start my shift at [redacted] and am shocked to see a tow truck appear. I then check my phone and apparently pep boys couldn't push my car b/c of ice in the parking lot and liability reasons(completely understandable). So they were going to have it towed(mind you it was going to be maybe 20 feet of towing from one parking lot to the next). The tow truck company calls me to tell me they aren't able to tow my car b/c its too low, but then they towed it anyways. The next day they finally get back to me to tell me what's wrong and tell me that it'll be $600 to fix my car. I give them the OK and they tell me it'll be done by the end of the day. I go over at 7 to pay for my car. The guy that helped me was very kind. Then I go out to start my car(which was the whole reason I was getting it fixed) and it was doing the exact same thing it was doing on Tuesday! So I storm back into the store demanding I get my money back until they actually fix my car. The guy calls over the manager on duty after a few minutes of fiddling on the computer he tells me he can only return my money as store credit. Yet my car STILL isn't fixed and its STILL in [redacted] and in my mind they didn't provide the service I paid them for.Desired Settlement: I want them to fix my car they way they said they would. If they think it needs a tune up(which they kept on insisting was the issue after they said it was fixed the first time) I should get that for free and anything else until its running. I also WILL NOT pay a cent more to them until their word is kept(aka my car is running).

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **.[redacted], December 13, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted]'s vehicle has been repair with no further issues.

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

Regards,

Customer Service Coordinator

Review: I took my vehicle to get checked for a problem with fumes coming into cabin area. I told them I think it could be a oil leak or a head gasket problem. I had similar conditions in the past. I also had one gallon of oil and new filter to get a oil change. They called me and told me that it had failed the block pressure test, and the head gasket was blown. Because of repeated issues I had with this problem they advised me to take to dealer. The dealer, [redacted] GM on [redacted] said there was no blown head gasket. The cost of this was approx $350.00 which included paying my own rental cost.

Product_Or_Service: 3/4/2013

Order_Number: Multiple

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

I feel that pep boys is responsible for all of my costs involved at [redacted] and for rental vehicle costs

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated April 26, 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 her to provide us with the location of the Pep Boys she visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator

Business

Response:

{Please see attachment.}

Review: After buying 2 tires from them, I found that my sensor was broken. However, it was not broken when I took my car to them. They refuse ownership.

On 3/19/13 I went to Pep Boys and purchased an oil change and 2 tires w/package @ $334.44, order #[redacted]. I charged the payment. Sales Rep: [redacted] (also Asst. Mgr.) 1)When I went to get my car I then asked for an air filter, [redacted] was waiting on me and he replied, I don't think you need one, I asked him why not? He said cause if I needed one the guy would have told him so on the report card. I asked to see the card and when he showed it to me it was checked off that I didn't need one. I told him that I know that want true because I had not had a new air filter in my car for a while and I knew for sure that I did need one. He went and got it for me and I asked him to have someone check it before I purchase and he did and saw that I NEEDED one. (the guy lied about checking) I paid $19.08 for that. [redacted] told me that they CUT my wheel locks off because they could not reach me by phone for the wheel lock key and replaced it with reg. lugnuts. At first, being a women, I was not thinking and thought, OK. However, It was not OK because I had locks on my car for a reason. I have a 2000 Cadillac and own rims for it. So, once I got in my car and started leaving, I notice now that I have a message on my car saying Serv. Suspension System. I took my car back to Pep boys and asked them about it. First [redacted] said, "I don't know what that mean". I asked his if he could find out? I told him it had something to do with the tires, if he look it up on the computer it will tell him just what it is, that's what I did. He asked someone in the shop and they told him it was something about the leveling of the front of the car. Anyway, they would not own up to the message NOT being on when I brought my car in for 2 tires and an oil change. I asked to speak to another manager and a lady named [redacted] came down. I told her my complaint and she asked the guy that worked on my car about it and of course he said it was already there. I told her that he had lied about my car once about the air filter so why would I believe anything he say in reference to my car. Also I asked them why would they CUT my wheel locks and replace them with reg. lugnuts? Was it because I was a women and they just didn't want to loose a $350.00 sale? They should have left my car alone when they couldn't reach me for the lock. She asked me what did I want from them to resolve the problem? I told her I wanted my locks replaced and my car fixed about the message. She said "well thats a dealers code, so we won't know what that is." I told her find then I'll take my car to [redacted] and find out whats wrong. I had to go to [redacted] and get the locks and they repaid me for them. I also had a dianostic test done for the message that cost me $106.00 and they did NOT repay me for that. I went back to Pep Boys and they put the locks on my car. I told them that the test showed that the sensor was broken on my car (the message) and that the sensor is located by the front wheels. That is where I had the 2 tires put on. I feel that when they were putting the tires on or when the CUT my locks off, that's when they broke my sensor. To have that sensor fixed will cost $620.00. They are saying that the guy said that he didn't break it and that the message was there. That is not true, I had 3 messages on my car true:

1)Service Engine Soon

2)Change Brake Pads

3)Service Theft Deterant (key problem)

These are the only messages that was on my car and I know what all of them is about. They said that they offered me a dianostic test and thats NOT true. They told me that the message was a dealers code and they didn't know what it meant. I told them to give me my keys and I will find out from [redacted]. I spoke to [redacted], General Store Manager and he said that anything that is $150.00 or less they take care of instore, so the clDesired Settlement: I want my sensor replaced that they broke.

Business

Response:

From: [redacted]

Date: Thu, Apr 18, 2013 at 2:17 PM

Subject: [redacted]

To: [redacted]

Dear [redacted],

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

When [redacted] came to our facility and checked in at the desk. our advisor inspected the vehicle and did a (MPI) Multi point inspection, this form is filled out before a vehicle is brought into the shop. The advisor noted on the form that the car had 2 check engine codes on, which were Brakes, Steering and Suspension code.

[redacted] was informed and wanted no other repairs done. We originally had a Alignment on the First work order, but [redacted] declined to look into the steering and suspension issue.

Since [redacted] declined doing an alignment or the diagnosis for the codes, the technician performed the oil change and tires at the [redacted]s request.

Once the car was done and driven away [redacted] called back stating something is wrong because she has lights on her dash. [redacted] was advised, that the codes needed to be pulled and that was why the lights were on, it was noted on our form that this was already an ongoing issue.

When the technician went to do the tires, he found that the wheels had locks and he needed the key, at that time the store tried calling [redacted] five times. After no contact with [redacted] they had to make a decision leave the vehicle until [redacted] returned or take off the locks, they decided to remove the locks. When [redacted] said she was not satisfied with that, the service manager ordered new locks at no charge.

[redacted] came in with the dash lights on and we will not be responsible for that repair, We did brake off the wheel locks on the wheels and we took responsibility for that.

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

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

Regards,

Customer Service Coordinator