Pep Boys

Review: On 9/29/14 my 2002 [redacted] had the light come on indicating the vehicle was beginning to run too hot. I did see fluid dripping on the ground under the front end of the vehicle. I added fluid and was able to take it to Pep Boys without a problem. They evaluated the problem, and told me I needed a new radiator. They suggested I also replace upper and lower hose. I said ok, and the man presented a paper for me to sign, and stated the cost was $800+. I was distressed over the price, but believed it was unavoidable. I was called later 5:30 pm that it was ready for pick up. When I pulled out my credit card, I hesitated because it just seemed so excessive. I asked to see the itemized bill, and go over it with me. I had nothing myself. I was shocked to see a Serpentine belt, Alternator drive belt, optional extended warranty, with additional labor costs added to my bill. I was very angry, and refused to pay for these things. The manager adjusted my bill, and I paid $754.08. I told him I was going to file a complaint with their corporate office, and Revdex.com. I could not find contact information for the corporate office. I know they took advantage of me as a single woman, and I have been very upset. I'm a nurse, and don't have the extra money to absorb the financial burden they have placed on me when they targeted me for rip-off. I question my entire bill now, and believe I was likely over charged/scammed throughout the entire process.

Product_Or_Service: vehicle radiator replaced w 2 hoses

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want this reviewed by people at the corporate level, and appropriate disciplinary action taken. I want my charges reviewed as I feel the final bill was still excessive. I will never know if I ever really needed a radiator.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on November 3, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] came to our facility with an over heating issue. We checked her vehicle and found out that there was a problem with her Radiator.. At the time we suggested replacing the hoses and belts. Hoses were suggested due to there weaken condition and the belt because it was frayed. Clarence created the quote and explained to [redacted] her initial concern(replacement of the radiator. We suggested the hoses, and we would install at no additional cost...and didn't mention the belt(wasn't told she need on at the time)The quote we created DID have the extended warranty.. and I presented this estimate(less the belt to the customer)After Steve(Master Mechanic) had the vehicle torn apart, he noticed the condition of the belt and suggested replacement.. I created a quote, and talked with the Manager on Duty for the note(Jack) that we had an approval on the work, but a belt was suggested.We found out later that next day, that the belt was approved and the customer never asked for it... Jack Didn't charge [redacted] for either the part or Labor. After hearing of this, we tried to call [redacted] the following day to ensure she was okay.If [redacted] would like to go over the bill, we ask that she contact the store and speak to Alex the manager.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

Review: Hi my name is [redacted] just bought a car and I needed to get all my fluids and oil change, so on feb. 16 2013 I take my car to a pep boys thinking I could trust them, I was wrong, after a week later I started noticing a leak which I had friends also point out the leak,so when I get the chance to go back I let [redacted] (pep boys employee) know about my problem he tells me theres nothing wrong and I pointed out the leak he responded thats not your oil when it was clearly freash oil but I took his word because I dont know much about cars and ended up having them put in my new lights which they charged me for a electrical check but thats another issue, so not even a month passes by and my engine blew out it wasnt working, but at the time I didnt know the engine was gone so when I notice it had no oil I went to buy some oil and as iam putting in the oil I see it come right back out of the car and looked to check why, it was because the screw to the oil panel wasnt even in it, it had falling out , now theres only 3 ways it could happen 1 if the screw was stripped 2 if it wasnt screwed in right and 3 is what pep boys tells there customers which is, someone going under the car and that wasnt the case because I lived in my car because im homeless and to top it off the customer service was horrible giving me the run around and made me feel like this company is VERY CORRUPTED because as I did more research I wasnt the only one they have done this too and wont be the last please help put this to a stop today march 20 2013 they denied my claim this company are messing up peoples live's hereDesired Settlement: all I want is my car fixed they way it should have been

Business

Response:

Dear [redacted],

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

[redacted] brought his vehicle in for an oil change and returned with in a month for an electrical evaluation. When the electrical evaluation was performed we also did a multi point inspection, at no time during this inspection was it ever noted that there was an oil leak.

[redacted] returned two weeks later with no oil in his vehicle. The first thing we looked for was oil under the carriage which would have proven that there was a leak, but we found no oil under the carriage. The service manager even took pictures that there was no trace of an oil leak.

A claim was entered and denied. Pep boys will not be liable for any repairs needed on this vehicle.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

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 oil leak was reported mutiple times to the employee [redacted] but it didnt want to write it down and said he would check it then told me he checked it it was no leak they are liars I have receipts and it was still under a month they only took picture after they cleaned uppthe mess and this is a scam

Regards,

Review: I purchased 4 Falken PT-722 tires, size 215/55/16 which on their site mentions their rebate of buy 3, get the 4th tire free. No mention of having to purchase a tire installation package (which would be impossible for me since their is no Pep Boys in [redacted]). I filled out their rebate form online ([redacted]) which also made no mention of having to purchase a tire installation package. And checked the status on the rebate today and it said it was Non-Compliant. I called the toll free number listed on the rebate site, and they said that a tire installation package had to be purchased in order to get the rebate. I mentioned it said nothing on the rebate submittal site, or the tires product page, and he said it was on the form (which I looked at, and it isn't mentioned in the Conditions of Acceptance (AT ALL) ... but go down to the end of the page under the Rebate Offer section and it is listed. Problem is, if you're submitting your rebate online, you don't see that form AT ALL. Also, since it's not listed under the Conditions of Acceptance *OR* Terms & Conditions, that shouldn't be a valid requirement for getting the rebate.Desired Settlement: I do have the option of returning, but the actual cost of shipping will be deducted from my refund ... I'm not prepared to eat the cost of their mistake, so I'd prefer to receive a credit of $110.99, which is the amount I would have received back from my rebate.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 22, 2013; We would like to apologize to [redacted] for any inconvenience he may have experienced with our rebate.

Our online rebate form under Product does states what is needed to be eligible for the rebate, however, this can go unseen and we apologize for that.

While our ship to home is fairly new and there still may be some adjustments needed to the Website, we will bring this to the attention of our marketing team.

Because we do Value our customers, we will send [redacted] a check in the amount of $110.99, as a one time exception.

We 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 [redacted], and find that this resolution is satisfactory to me, once I've actually receivd the check (note their response was sent to me on 3/27/13, and as of 4/5/13 I haven't received any check yet), I will close the complaint. I would appreciate it if they could notify me if/when the check has been sent.

Regards,

Review: I have had my vehicle to Pep Boys 3x for an oil leak that is showing up on my driveway in the same spot. everytime I take it in they tell me what it will take to fix it, I have it repaired and then still have a leak. I take it back, they tell me it is something else so I pay to fix it and still have oil leak. took it back for the 3rd time and they said it is now something else. I have spent $2816.08 and still have an oil leak in the same place on my driveway. When I took it in the 2nd time they told me it was the rear main seal but when they took it in to work on it they said it was not the rear main oil seal and that it was the oil pan gasket and that the rear main seal was fine so I paid to have the oil pan gastket replaced. the last time I took it in they told me that it was the output shaft seal at the differential so they took it in and found that in the previous visit the mechanic did not reinstall the output shaft in properly and the seal was "kinked" and it would be no charge BUT that my rear mail oil seal was leaking. that is when I told them I do not trust their technician (same one for all 3 repairs) and to just give me my car back. I informed them that I will be contacting the Revdex.com and Channel * news. I want a refund of all monies paid pertaining to the oil leak and I will take my car elsewhere, probably [redacted] dealer to get it fixed.

Product_Or_Service: repairsDesired Settlement: DesiredSettlementID: Refund

refund of all monies paid pertaining to oil leak repairs.

Business

Response:

Dear [redacted],

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

[redacted] originally came in in March 2013, stating that she had just left [redacted] and [redacted] said she needed a timing belt and her valve covers were leaking, we gave her a price cheaper then [redacted] and confirmed that the valve covers were leaking.

[redacted] came in 10 months later stating that she had an oil leak and again came from the [redacted] dealership and they stated that the oil pan and rear main seal was leaking. We took a look at it and saw that the oil pan was leaking and possible the rear main seal was and we wouldn't know until we replace the oil pan gasket first, since both parts will leak oil in the same place.

Once we got in doing the oil pan gasket, we did notice that the Crankshaft position sensor was leaking oil from it, so we replaced that as well. The vehicle has more than one oil leak. None of the repairs we performed are leaking . Customer is taking car to another Pep Boys to confirm what we have stated to her.

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

Regards,

Customer Service Coordinator

Business

Response:

Dear [redacted],

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

[redacted] originally came in in March 2013, stating that she had just left [redacted] and [redacted] said she needed a timing belt and her valve covers were leaking, we gave her a price cheaper then [redacted] and confirmed that the valve covers were leaking.

[redacted] came in 10 months later stating that she had an oil leak and again came from the [redacted] dealership and they stated that the oil pan and rear main seal was leaking. We took a look at it and saw that the oil pan was leaking and possible the rear main seal was and we wouldn't know until we replace the oil pan gasket first, since both parts will leak oil in the same place.

Once we got in doing the oil pan gasket, we did notice that the Crankshaft position sensor was leaking oil from it, so we replaced that as well. The vehicle has more than one oil leak. None of the repairs we performed are leaking . Customer is taking car to another Pep Boys to confirm what we have stated to her.

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 the car to [redacted] and they found that the rear main oil seal was leaking and that there was a coolant leak which I was concerned about and was told that it was not leaking by PepBoys. I authorzed [redacted] to repair the 2 leaks to a cost of $1400.00 but then they called me back to say that there were 2 stripped bolts in the engine block and another 2 bolts missing from the engine and a cover was missing as well. It cost me an addt'l $367 parts and labor to have these items repaired/replaced. I was also provided pictures from [redacted] regarding these items. I am requesting reimbursement for these items.

Regards,

Review: I had my power steering belt replaced by Pep Boys Store #[redacted] during the 3rd week of April 2014. This was recommended per a periodic maintenance check. Upon leaving the shop after paying for belt replacement, a noticeable squeel was present. I attributed it to a new belt needing to re-tension itself. The squeel continued, at various levels of noise. The car was due for inspection on April 30 so I took it to a local mechanic. He examined the squeel and advised me that whoever had replaced the belt had made it too tight, and the idler pulley was now damaged. I contacted the Pep Boys store immediately and spoke to [redacted] in the Service Department. Not only did he not apologize for my inconvenience, but wanted to charge me over $200 to repair a problem that resulted from their own sub-par work. My own mechanic quoted me $80 to fix the problem.Desired Settlement: Since the belt itself appears to be fine, I attribute the issue to error on the part of the mechanic who replaced the belt. A full refund of labor charged for the shoddy job is appropriate.

Business

Response:

Dear **. [redacted],We are in receipt of the complaint sent to your office by **. [redacted] on April 30, 2014, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility, and to your office for the delay in our response.

**. [redacted] was contacted offered a refund.

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: Received refund of labor charged ($77). Power steering belt frayed today and car is not drivable. It is the same belt installed by PepBoys, upon their recommendation.

Regards,

Review: I contacted pep boys to get a front/back brake estimate. I spoke to a man named Bo who was anxious to get me an appointment immediately. I was very clear that I needed an estimate on both the front and back. He cl[redacted]y stated over the phone $424.00 out the door. He stated it's a [redacted] I have to both front and back". We work on [redacted] all the time. I had already received a quote from [redacted] for front and back for 659.00. I was trying to get the best deal by checking around. When I brought my car into pep boys they worked on my car for approximately 30min and I only saw him replace the front brakes, I asked him about my back brakes, so he put the car back on the lift and told me I had another 50,000 miles. I asked him about the special sensor my car takes and he said it comes with the brake pads. This was not the correct sensor for my car because my brake light error is still on that I need my brakes fixed. He basically tried to defraud me because I was a woman and an easy target. He also charged me double for labor. $150.00. [redacted] said it's around 75.00 per axle. They fixed one ,but charged for two. I ran out of there and spoke to a few mechanics about this and they agreed they were taking advantage. As sad as this sounds I will have to bring a male with me from now on. [redacted] was at least very honest and itemized everything. I will never go to pep boys again it was the worst experience. I had to take a second trip to get 67.00 back which should of been more. My sensor that is needed for my car was never put in, and is still needed as well as back brakes. In the end I ended spending way more than I would have at [redacted]. The only way this man got me into the door was by lying and telling me I was going to get front/back brakes. I would of never went there if he quoted me just for front brakes. I have read several stories about this company and it's the same story. This is very bad business and they are using deceptive practices to lure innocent female victims in to rip them off.Desired Settlement: This needs to be stopped. I wasted my time and money for services that were promised but not received.

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.

[redacted] returned to our facility 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:

Regards,

Business

Response:

Dear [redacted],

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

We again apologize if [redacted] felt she was mislead by our associate. The work order was reviewed and we did not find anything other than the front brakes being replaced. The service manager would like for [redacted] to return and he will personally make sure he addresses the brake light at no charge.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Service Work Order #2221977
I'm very disappointed and upset that I am writing this as I have previously received good customer service from pep boys store id #0017 on Jonestown rd in Harrisburg, PA. I wish my most recent visit was the same but unfortunately that is not the case. I brought my car in Friday 6/19/15 at 6:39 pm to have new wheels placed on my 2010 mazda 3. The service rep who completed the job was Timothy Staver and he was very helpful and answered all my questions. I was happy with the way my new wheels looked but was concerned when I got in my car to leave as the check tire pressure alert light was on. I exited my vehicle and went back to Timothy to share my concern and Timothy told me to just drive a little while and the light would turn off but if not to come back to the shop. I went from the shop to my house which is less then 10 minutes away. I received a call from Timothy a little later informing me he forgot to give me back my bolts and told me to stop by the shop the following day to pick them up. As it rained all day Saturday 6/20/15 the only time I drove my car was when I left my house to come back to pep boys to pick up my bolts and then return home. Sunday morning 6/21/15 I saw that not only was my check tire pressure light still on but my front drivers side tire now had a bubble. I mistakenly assumed I would be able to go back to pep boys and have the problem easily solved but this was not the case. Phillip Raker who was working the desk, and the same man who had just saw me there Saturday when I picked up my bolts, and was the same man who signed me in Friday when I 1st brought my car in would not even consider the fact that perhaps something unintentional could have happened in the shop during the removal of my tires, removal of my stock wheels from my tires, the swap of my tpms sensors, & the rebuild of my new wheels onto my tires and back onto my car. As far as Philip was concerned and the way he explained it to me is that I either curbed it or hit a pothole or something but it was ABSOLUTELY NOTHING they did. I'm not a believer in coincidence so I am not convinced that the tires I've been driving with on the exact same roads I've been driving on for years decided to coincidently bubble less than 48 hours after I left the shop in which my car received work on the wheels and tires. If I came to the shop 2 days ago and had work on my headlights then I would not show back up if a sudden issue with my tire appeared but the simple fact is my tires were fine, I came in on 6/19/15 to have my wheels swapped and a tire balance performed and less then 48 hours later my previously perfectly fine tire now had a bubble and the check tire pressure light was still on. I do not think anything was intentionally done to my tires but at the very least I would expect an offer to have it looked at or looked into if a problem that was not there before I came in appeared right after I received service. I can assure you I did not curb my tire or go racing over any potholes. As previously stated my car had very little movement after I left the shop Friday evening. I've enjoyed the service I've previously recieved at pepboys and I am hoping the store will enact good customer service and look further into my matter instead of what happened when I was immediately told it was something I did and then was told I could either purchase a new tire from the store or I could go somewhere else to purchase my tire as their store does not carry my brand.

Not an honest repair shop, I will never take my car there, dishonest and misleading information given to justify cost and time! Watching them all the time from the eating room after four hours and paid over $300 still not fixed.

SCAM....There buy 3 get 1 tire free deal is a scam. What they don't tell you is that they charge you so many phony fees they say, "they have to charge you for the deal", that cost MORE, than the 4th tire ITSELF, and you don't know it until after the work is done! DO NOT GO TO PEP BOYS!!!!!!!!!!!!!

Review: Took car for service and Pep Boys and they messed up my whole car.

I took my car to Pep Boys on 8/8/14 to have a clutch replaced on my car. The only gear my car would not go into is 5th. They told me that my car would only go into 2nd gear and they had to push it into the shop. This is a lie because I drove the car to them with my husband following me. When I called them the next day to find out if it would be ready, they told me that my transmission was shot and I had no fluid in my transmission. No details about what was wrong in the transmission, just shot. When I called them back, they told me that they would have to find out what exactly was wrong and call me back. I ended up calling customer service and filed a complaint. John at Pep Boys called me back and said they would figure out the problem. The next day they called me and said that there was a bearing in front of my transmission that needed to be replaced and they would order the part and replace it for me without cost and it would be ready by wed. Wed came and I had to call them. They said my bearing had not come in yet, but it would be ready by Thur. When I called them on thur, they told me that there were multiple pieces in my transmission that was bad and since they didn't work on transmissions, that they were putting it back together and pushing it out of the shop and that I should come get it. This was said to me by the service manager Alex. Then he told me that my transmission was never taken apart and that pep boys wasn't liable. The whole time they had my car, they kept telling me that my transmission was taken apart. The story with them was never straight. Each person said a different story and then changed their stories with each call. Today 8/15/14, I called [redacted] who worked on my transmission before, he said that he would have it towed to his shop and look at it. When I got to Pep Boys to meat the tow truck, John got into an argument with me and my husband threating to call the cops because we told him that we never got a straight answer out of him. The store manager was the only civil person during this whole experience which I finally talked to today. He gave my husband his card and told him to have the [redacted] guy call him to let him know what they had messed up. Pep Boys had placed my whole transmission in the back of my [redacted] and my shifter was on my passenger seat and passenger floor with grease on my carpet. My inside walls of the back of my car was scratched up. The mechanics of the store were outside laughing at us while my husband was taking pictures of the car.Desired Settlement: I am seeking for the cost [redacted] is going to charge to put in my transmission and fix what ever they messed up.

Business

Response:

Dear [redacted],

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

The store addressed [redacted] concerns. [redacted] took her vehicle to [redacted] for repairs and Pep Boys paid toward that 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

Review: I suffer from asthma. I recently went to the facility for an oil change. I was told I needed a new air filter. Since then, my AC stopped working, it was blowing warm air. I took it back. They charged me $202 to recharge it and put a dye to detect any leaks. They said it may be the compressor, for which they wanted me to pay about $1,000 additionally. I decided to wait until my mechanic came back from his trip. My mechanic confirmed that the first time I took it and Pep Boys changed the AC filter,they actually poured out the coolant to its entirety, and that is why my AC was blowing warm air. Then my mechanic said that the second time I took it to Pep Boys to recharge my compressor, they actually disconnected something and there was a leak. That is why my car smelled like Freon since then, making it really hard for me to breathe. Now I have a horrendous headache, and it is hard to breathe at times, and my daughter has now developed migraine headaches. All this has been done purposely, with no respect to how I felt, and how much money I have to survive and feed my three children.Desired Settlement: I would like to be fully refunded. Why did I pay 60 dollars for an oil change and change the filter for them to empty my entire freon? Why did I pay 202 dollars for them to unplug something to my compressor and make things worse? Not ethical at all!

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 manager Chad W[redacted], has tried several times to contact [redacted] and apologize. Chad did investigate [redacted]'s claim and feels that we failed on our part to communicate. Chad is requesting that [redacted] return to our facility for the refund she is requesting.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: PAID 550 DOLLARS TO FIX A PROBLEMWAS NOT FIXEDTHEY COULD NOT FIND THE PROBLEMKEPT MY MONEYVEHICLE HAS SAME PROBLEM

Product_Or_Service: AUTO SERVICEDesired Settlement: DesiredSettlementID: Refund

550.00 PUT BACK ON MY CREDIT CARD

Business

Response:

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

**. [redacted] initially came to Pep Boys for a check engine light. Our mechanic pulled the code at no charge and the code was a [redacted] timing code. we then told the customer we would have to remove the distributor to set the timing. He said no, and his friend who was with him suggested changing the distributor, thinking that would surely solve his problem. This was not advised by us.

A week later **. [redacted] returned and requested that we install a new distributor. We gave him a quote of $ 458.00 for labor and parts. The next day he called said he was not satisfied because this new distributor didn't fix his issue. We advised **. [redacted] that we never diagnosed the truck with a bad distributor and that all we did was pulled was a check engine light with a timing issue. He then got very upset and demanded that we refund his money. After going back and forth for a couple days we agreed to take a second look at his truck and that we would apply the $458.00 towards the repairs he actually did need. Our mechanic looked at it and realized that his issue had nothing to do with the distributor and that it was the rear end that needed major work. We didn't have a mechanic that could do the job so we offered to refund his money. At the end **. [redacted] understood and was OK with the entire situation. He asked to refund him the labor because he did end up with a new distributor, cap, and rotor button. We refunded him $ 195.50 plus tax on April 17, 2014

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

Regards,

Customer Service Coordinator

Review: I initially brought vehicle in for an oil change for regular maintenance, then my water pump broke down on the same day of service while driving less than 5 miles after the oil change. This caused a slew of other issues, I submitted a complaint via the website but to no avail as the mechanics had disproved that the issue was not correlated to the oil change. After paying for that service I had the vehicle for 3 days. My check engine light comes on. The following day after class I immediately drove to the local branch that did the service, Friday Feb 14th. At the service center I asked if they could take a look at the codes the computer was submitting since I had ~2 hours prior to other plans. Associate says no we can not take a look as it was ~5 pm and no one could "quickly" look at it. So I say fine I will bring the car back Saturday morning or Sunday early afternoon, being a full time student and a full time worker, time is of the essence. Saturday morning I was not able to bring the vehicle in. Saturday evening I was driving the car after work and the oil indicator light turned right on as well as the check engine light still staring at me. The car immediately would not allow me to accelerate while I am on a major highway, so I managed to pull off to a side street before the car utterly shut off. Vehicle had to be abandoned for evening then towed to my apt. Now I am without a vehicle.

I have had a complaint request submitted to Pepboys since Feb 16th. The first service was an oil change (~$30) then once the other damage occurred, service number two was required (~$900) to fix the water pump damage. I submitted a corporate complaint about having to pay for that service as the car ran prior but as stated above, their management was able to show that the two services are not intertwined, so I agreed and begrudgingly paid for the service. Once the car broke down the 2nd time I submitted the complaint, and have sense been playing "phone tag" with the district area manager. I would request a follow up call then get a call next day while at work and unable to answer, follow up call him that evening, or the following day to only ever get a voice mail, with a better time frame to reach me at for that day and following day but not hear back from the DM until I complained to corporate again about lack of contact then rinse and repeat. Currently I am awaiting contact from the DM now going on ~1 week, I recomplained to corporate again to urge him to contact me again. March 20th I will be going in to the store to talk to the General manager of the store whom has been (to my knowledge) informed of my scenario through the DM.Desired Settlement: 1. Refund of the cost of secondary service aprox. $900

2. The repair work on vehicle to be completed

3. A signed apology letter from the service center manager of local branch of pep boys since his technicians signed off on the work done.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 21, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. **. [redacted] came to our facility for a oil change. We changed the oil and topped off fluids, fixed a cap that was sitting lose. **. [redacted] did not request any other services at that time. He called and said his vehicle is over heating, the vehicle was towed back at our cost, we found a coolant leak, water pump leaking, and alternator defective. We advised **. [redacted] that the alternator was ours and we would warranty that part, but **. [redacted] declined all repairs. A later day **. [redacted] picked up his vehicle. He than drove the vehicle with the needed repairs not done!! and the engine light came on. The Area Director and the service advisor both explained to **. [redacted] that Pep Boys only did an oil change and will not be responsible for any other repairs needed. We find no wrong doing on behalf of Pep Boys and no repairs or 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: The repairs needed were completed at the service center. I paid $~900 to repair all damages mentioned. The job completed was told to me by the service manager and the cashier at pick up that all services to repair mentioned damages were now completed. How I can not have completed these repairs is puzzling as I was told by two working associates that all work was completed to fix the issues that were present. After the services were completed my car broke down with the check engine light and oil indicator light both visible at break down. The car has not be been back in since, as this case has been pending. The services preformed again were to fix the vehicle after the first break down (post oil change). Upon pickup vehicle was driven for 3 days before breaking down on day 4 of having it back. Feel free to keep in touch via my cellphone ###-###-####. Call me 24/7 as this issue at this point is absurd.

Regards,

Review: I brought my vehicle for a replacement of a starter. According to Pepboys starter needed replacement. It was therefore replaced, however during disassembly a coupling between the ignition switch and starter switch was broken.

Pepboys allege it was broken prior. I do not know if this was the case. If they had broken it. If it was broken, or if they sold me a starter I did not need as this coupling may have been the only issue. As I brought the vehicle within 2 hrs of any issue I am suspicious that this piece broke at the same time, same turn that the starter failed on.

Pep boys was supposed to provide me with an estimate. I had them take photos so they could identified it. I never received a quote or a call back. After 4 days I finally was able to get a response. For a single coupling they wanted to sell me an entire new steering columnDesired Settlement: Since they had already sold me the starter and charged my the labor for that job I offered to cover the cost of the new coupling/assembly provided they included installation. I thought this was reasonable. Instead they quoted me $1125.15. They did offer a $124 discount because they agreed they could have broken it.

I have since gone to a different mechanic and am having it fixed for $205. I highly suspect Pepboys was trying to over sell me. Having me buy either a steering column I did not need or a starter that was not broken.

At this point I would like others to be aware of this practice Pepboys is using to overbill. I feel they should at a minimum reimburse me for half of the cost if not all of that another shop is doing to fix their work. As they refused to cover it them selves. Or if they had sold me on a starter I did not need to reimburse me the $320 they charged me for the starter.

Business

Response:

Dear **. [redacted],

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

The service manager contacted **. [redacted] in regards to his complaint. **. [redacted] was concerned with our customer service due to the fact the vehicle was here for multiple days and no one got back to him about a second problem that came up. **. [redacted] left the vehicle over the weekend originally to have it worked on and to pick it up on Monday because it fit his schedule.

We addressed the issues and determined a starter was a problem. We got authorization and replaced it. We found the second issue to be attached to his tilt wheel and the part in question was unavailable to us new, we sourced the unit from the dealer. The quote that was given was indeed over a thousand dollars due to the cost of the column being seven hundred and seventy seven dollars, the labor that we quoted was competitive with the local shop that he took it to. **. [redacted] was not contacted over the weekend with the quote.

We will make sure our team at this location is trained individually on better service habits and customer service trend when it comes to contacting a customer back regarding their vehicle.

We advised **. [redacted] that we would be giving him back his old starter.

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

Regards,

Review: I went to Pep Boys yesterday to have my oil changed and had a coupon for $24.99 to which he explained that it was for a conventional oil change only and could not substitute high mileage oil which I was OK with an agreed to pay the difference. I was very specific in what brand I wanted to use and he assured me it was in stock (which I asked for [redacted]). He told me the oil change would be $38.99 + tax and I agreed on the charges. After draining the oil he then came in and told me they didn't have [redacted] like I had requested and they would have to use [redacted] and would be $10 more. I asked if he could get the [redacted] from another store and he told me they couldn't do that so I told him that I wouldn't pay the extra $10 since he had already told me they had the oil I requested. After arguing we got no where and finally caved and told him to use the QS and I would just have to pay the difference. It took them and hour and 45 minutes to complete the oil changed, then waited another 25 minutes for the manager to override the coupon I had since the computer wouldn't accept it. The employee called for the manager 2 different times and he simply ignored him. I finally had to call for him myself and upon completing the transaction was very rude and nonprofessional. I ended up paying $64 for an oil change I was quoted $38.99.

Product_Or_Service: Oil ChangeDesired Settlement: DesiredSettlementID: Refund

I would like to have at least $30 of my money refunded since they didn't have the oil I requested and drained my car so I didn't have any choice but to purchase the more expensive oil.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 19, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The service manager [redacted] has tried to contact **. [redacted] to address her concerns.

We ask that **. [redacted] contact [redacted] who will assist in a resolution.

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

Regards,

Customer Service Coordinator

Review: On November 4, 2013, I took my 2003 [redacted], from now on referred to as my vehicle, to PEPBOYS located at [redacted] MD [redacted] (Telephone number [redacted]) for an oil change. After the oil change, PEPBOYS Chief Mechanic, Kofi said they did tires rotation, replaced engine oil filter, engine oil, and the cabin air filter. He also said that they did a complementary vehicle inspection. I was told that two of my vehicle tiers needed to be replaced. I told him that I would return with my vehicle to PEPBOYS on Saturday, November 9, 2013 for the two tires replacement. A day later after PEPBOYS changed my vehicle engine oil I stated smelling burnt engine oil in the interior of my vehicle. I called PEPBOYS and informed them accordingly. I was told that it was the residue from the oil spill on the engine during the oil change that was causing the smell and it would eventually fade out.

On November 9, 2013, at 10:21 am I took my vehicle to PEPBOYS for the two tiers to be replaced as promised. I also reminded them about the engine oil odor which still persisted. After the mechanic checked the engine I was told that the engine valve cover gasket was leaking. Also, based on the millage on my vehicle, they needed to do a complete engine pressure check/diagnosis for $19.00. After the test the Chief Mechanic, Kofi called my attention to the result of the test and said the estimated cost to do the required job would about $1,300.00. We agreed that they the most urgent job would be done first and the remaining job could be done a week later. The Chief Mechanic alleged that the urgent job would include among other things: valve cover gasket, tire installation package along with computerized wheel alignment; amounting to $707.00. See Tracking ID # [redacted]. I paid $707.00 but told the Chief Mechanic that I never saw the mechanic doing any wheel alignment on my vehicle. The chief mechanic asked the mechanic working on my vehicle if he did the wheel alignment and he said no. The Chief Mechanic, Kofi apologized to me personally and asked the mechanic to bring my vehicle back in garage and do the wheel alignment. The mechanic reluctantly did the alignment. I told the Chief Mechanic I would bring my vehicle back on Saturday, November 16, 2013 for the remaining job to be done. I left PEPBOYS at 8:30pm on November 9, 2013.

On November 11, 2013, I called PEPBOYS at 3:33pm and 4:01pm respectively to inform them that my vehicle alignment was not properly done; my vehicle was pulling one side. I received a call from PEPBOYS at 6:18pm asking me to bring my vehicle in to PEPBOYS as soon as possible. I told them that I would bring my vehicle in on Saturday, November 16, 2013 since I had my vehicle scheduled on that day to do the remaining job.

On November 16, 2013, I called PEPBOYS at 1:10pm and 1:15pm respectively but never received any returned calls. I took my vehicle in to PEPBOYS at 4:07pm on November 16, 2013 anyway. I met another Chief Mechanic, in person of B[redacted], who told me to wait and he would take a look at my car. At 6:08pm, Mr. B[redacted] thanked me for my patient and went and took a look at my vehicle. He said he needed to add coolant. After he added the coolant, he told me to take my vehicle and bring it back the next day. After driving about a mile from PEPBOYS, my vehicle was engulfed in white smoke /fume and a rush of coolant order filled the interior of my vehicle. I drove my vehicle to Home Depot and park. I tried to restart my vehicle but it did not start. I immediately called PEPBOYS and informed Mr. B[redacted] about my plight. Mr. B[redacted] asked me to have my vehicle towed to PEPBOYS.

I immediately called [redacted], my insurance company to tow my vehicle back to PEPBOYS. When the tow truck driver arrived, he asked me about what was going on with my car. I narrated what happened. The tow truck driver took my vehicle key and started my vehicle and then cut the engine off. He told me that my engine light was on and the temperature gage indicated that my vehicle was overheating. He then opened the vehicle hood and did a brief observation. He told me that the radiator top was not on and the coolant top was not tightly closed which caused the coolant to splash all over the vehicle engine. The tow truck driver also said my vehicle head gasket may have blown. He drove my vehicle on the tow truck and dropped it off at PEPBOYS. I gave my vehicle key to Mr. B[redacted] and he told me to call PEPBOYS the next day. The tow truck driver dropped me off at my residence.

On November 17, 2013 I called PEPBOYS at 10:20 am to find out the status of my vehicle. I was told that Mario, the Service manager would call me back in about two hours. I waited for Mario to call but to no avail. I called back at 2:30 pm and was told that they would check with the mechanic and get right back to me. I called back at 4:39 pm and was told that the mechanic was still working on my vehicle. I called at 7:39 and told them that I was on my way to PEPBOYS via metro bus. Upon arrival at PEPBOYS, I was told that they were about to close and I should come back the next day. I asked about the Mr. Kofi, and was told he had left for the day. While I was about to call a cab, I saw Kofi walking in the service department. I asked him to please drop me home, which he did.

On November 18, 2013 I returned to PEPBOYS at 8:44pm and was told that the head gasket of my vehicle was ok. However, the intake manifold was bad and was causing the coolant leak, thus causing the fume/smoke. The cost for parts and labor would cost $786.22 and it would take about a week for the parts to arrive, and for the job to be completed. I emphatically told the Chief Mechanic, B[redacted] that I needed a different mechanic to take a look at or work my vehicle. My decision was due to the fact that the mechanic kept misdiagnosing the problem on my Vehicle I was no longer comfortable with the same mechanic working on my vehicle. Mr. B[redacted] tried to convince me that mechanic working on my vehicle was the best among his staff. See Tracking ID # [redacted].

On November 20, 2013 I called PEPBOYS at 9:26 AM to find out the status of my vehicle and I was told Mario, the service Department Manager would call me back. I made several follow up calls that day but no one called me back. I made several calls on November 21, 2013 and when I finally got Mario on the line, he told me that the mechanic that was working on my vehicle called in sick. I asked if another mechanic could do the job. Mario told me that only the mechanic working on my vehicle knew where he placed the bolts and screws to my vehicle engine.

On November 22, 2013, I called back about six times to check on the status of my vehicle but I was told that Mario would call me back. At 8:31pm, I finally spoke with Mario and he told me that the problem with my vehicle was that the head gasket and unfortunately, PEPBOYS does not do engine head gasket job. I should go and take my vehicle somewhere else for the job. I asked the Service Department Manager, Mario if my vehicle was drivable and he said yes. `

On November 23, 2013, I called PEPBOYS at 7:16 am and the charged mechanic on duty, Mr. B[redacted] asked me to come to PEPBOYS and peak my vehicle up. I got to PEPBOYS at about 7:30 am and he gave me the keys to my vehicle and told me that I did not have to pay any money. I told him that I needed to take my vehicle for a second opinion. I asked him if the vehicle was drivable because I wanted to take my vehicle to [redacted], where I purchase my vehicle from for a second opinion. He said yes, my vehicle was drivable.

At about 8:00am that morning, I took my vehicle to [redacted], [redacted] Silver Springs MD where I purchased my vehicle six years ago for a second opinion. [redacted] did a test on my vehicle engine and based on the result, the Service Representative in person of Peter B[redacted] at [redacted] asked if someone recently worked on my vehicle. I told him that PEPBOYS of [redacted] did. The Service Representative, Mr. Peter B[redacted] called PEPBOYS in my present and asked the Chief Mechanic, B[redacted] what work was done on the vehicle. He was told that the last work PEPBOYS did was to replace the intake manifold which was causing the coolant to leak, thus causing the white fume/smoke. The Service Representative, Mr. Peter B[redacted] expressed serious concern with what PEPBOYS Chief Mechanic said in my present. He shook his head and said “what does an intake manifold to do with coolant leakage”. Mr. Peter B[redacted] said if I wanted [redacted] to repair my vehicle, it would require replacing the engine. I told him no because I intended to pursue legal action against PEPBOYS if they did not fixed my vehicle at least, to the state it was in when I initially took to PEPBOYS on November 4, 2013. I called PEPBOYS back and told them that I would take my vehicle back to them. I was told not to take my vehicle to PEPBOYS because they told me that they do not do head gasket job; that is while they did not charge me for the parts and labor for the work they did. They were no longer responsible for my vehicle.

On November 24, 2013 I call PEPBOYS Corporative Office at 1.09pm and expressed my dissatisfaction the work done on my vehicle by PEPBOYS located at [redacted] MD, [redacted]. PEPBOYS Corporative Office Representative was very courteous in responding to my concern regarding to my vehicle. She told me that she would forward my concern to the appropriate authority. At 4:10pm on November 24, 2013 I saw two missed calls from PEPBOYS, [redacted], MD.

On November 25, 2013 I made a return call to PEPBOYS and spoke with Mario regarding the state of my vehicle. He told me that once the vehicle was off PEPBOYS’ property, he had nothing to do with it. I call PEPBOYS Corporative Office at phone number [redacted] and told the representative the response I received from PEPBOYS, [redacted], [redacted] MD. The Representative asked me what I would like for PEPBOYS to do to resolve the issue. I told her I just wanted PEPBOYS to fix my vehicle. She told me that she would escalate my case. I called PEPBOYS Corporative Office on November 26 at 1:32pm, November 27 at 3:36 pm, and on November 29 respectively, Each time I was told that they had escalate my case respectively. On December 2, 2013 I called PEPBOYS several times but to no avail.

On December 3, 2013 I received a call from Mr. Gregory F[redacted], the Regional Coordinator for PEPBOYS, [redacted], [redacted] MD at 9:14am while I was at work. I promised to call him back. I returned his call at 2:00pm. With Mario on the line, Gregory told me to take my vehicle back to PEPOBOYS On December 4, 2013Mario called me at 1:39pm and asked me to drop off my vehicle to be fixed. I dropped my Vehicle off at 5:20pm after work the same day.

On December 8, 2013 I called PEPBOYS [redacted] at 10:54 am to find out the status of my vehicle. I was told that they ordered the part. On December 12, 2013 I received a called from Chief Mechanic B[redacted] at 1:56 requesting me to go and see what was wrong with my vehicle, I asked him to tell me what was wrong with my vehicle over the phone but he insisted that I had to go there in person to see what was wrong.

I went to PEPBOYS on December 15, 2023 and Mario took me to the part of my vehicle engine that was in the garage first, and then took me to my vehicle outside the garage and showed me the engine block that was damaged. I asked him what was damaged on the engine. He told me to wait for him. He went back in to the garage and brought two bolts and told me they were the damaged parts that rendered my engine not repairable. He said they were the parts that held the engine blocks together. I took photos of the damaged parts and left for work. I called [redacted] of Silver Hill, Maryland to explore the possibility of getting a vehicle for lease. I explain my experience with PEPBOYS to the sale representative. He told me that such damages to the engine block are usually caused by the mechanic trying to screw back the engine block without flushing the engine block holes. He said it was a common mistake made by mechanics on [redacted] vehicles engine block. The sales representative further asked if my vehicle had comprehensive coverage. I said yes and he advised to contact my insurance company because that should be considered damage to my vehicle and should be covered. I called [redacted], my insurance company and told them about the damaged that was done to my vehicle by PEPBOYS. [redacted] sent an adjuster to PEPBOYS on December 17, 2013. The adjuster called me at about 1:00pm while I was at work. I got to PEPBOYS at about 1:45pm when the adjuster was in his car and about to leave. I rushed to his car and asked him about the result of his assessment. He told me that based on what PEPBOYS showed him the head gasket and said the damaged to my vehicle was classified as wear and tear. The Adjuster showed me the pictures he took of the engine and I could download his entire report later from [redacted]’s website. I asked the adjuster if PEPBOYS showed him the two engine block bolts. He said no. I showed him the pictures I took with my phone. He kind of expressed surprise and told me he had to go with PEPBOYS’s account since PEPBOYS never mention anything about the two bolts. However, he added that I could have another mechanic have a look at my engine and forward him the finding for a second opinion. I was surprised that PEPBOYS only showed the adjuster the head gasket which was brown and told the adjuster that the damage was due to wear and tear, but never told him or showed him the about the two engine block bolts that was damaged which rendered the engine disabled. Pictures of the two bolts are added in the pictures from [redacted]’s Adjusters.

On December 16, 2013, I received a missed call from Gregory the Regional Coordinator for PEPBOYS while I was at work. I called him back on personal phone number ([redacted] at 1:35pm and left a message for him. I made several calls to Gregory on December 17, 2013. When I finally established contact with him, he told me that he had a proposal for me. The proposal was that I get a motor for my vehicle and PEPBOYS pays for the labor, or PEPBOYS pays for the motor and I pay for the labor.

On December 18, 2013 I spoke with Gregory about the status of my vehicle and he told me his proposal still stands. I told him that I that I could not accept his proposal and would consult my Lawyer. He told me that he was going on vacation, but if I needed to contact PEPBOYS, Mario would be the one to contact. Since then, I have not heard from PEPBOYS; my vehicle is still at PEPBOYS.

MY VEHICLE HAS BEEN WITH PEPBOYS LOCATED AT 1804 UNIVERSITY BLVD. WHEST [redacted] MD [redacted] FOR OVER NINE MONTH NOW (NOVEMBER 4, 2013 TO CURRENT) WITH NO FAIR RESOLUTION IN SIGHT.

ON DECEMBER 16, 2013, THE REGIONAL COORDINATOR/DIRECTOR SA ID HE HAD A PROPOSAL WHICH WAS TO SPLIT THE COST FOR THE REPAIR OF MY VEHICLE (BETWEEN MOTO AND LABOR, 50/5O; THEY (PEPBOYS) COVER HALF OF THE COST AND I COVER THE OTHER HALF. I ASKED FOR THE ESTIMATED COST FOR THE MOTO AND LABOR EACH. HE TOLD ME ABOUT EIGHT HUNDRED DOLLARE ($800.00) EACH. MY VEHICLE IS STILL WITH PEPBOYS.Desired Settlement: My desired outcome is for Pepboys to at least have my vehicle in a working condition like when I first took it to them on November 4, 2013. In addition, to deflect some of my expenses, including the seven hundred dollars ($707.00) I paid for the initial repair and the cost for the car rental for the initial one month ($980.00), my car was with Pepboys, prior to my using public transport.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted]. Below is the response from the Area Director.

[redacted] and I have spoken on several occasions about his concerns with his vehicle. I have denied his claim that Pep Boys caused his head bolts to be stretched causing his head and gasket needing to be replaced because of an oil change. I had [redacted] to bring his car back to the store for inspection of why his car was miss firing, leaking oil and overheating. We found that other mechanics were already trying to repair his car such as Tune Up, Valve cover gasket and other minor repairs that we noted on his original W.O. He allowed us to correct the mistakes from his other mechanic failure. However after picking up the vehicle a few days later he stated that it was overheating, again nothing to do with the repairs that Pep Boys performed. I had him to return to Pep Boys to diagnose his problem that’s when we told him that he needed to replace the head gasket. He gave the OK, to proceed with the repairs and that’s when Pep Boys saw that his head bolts were stripped into the block. We immediately contacted him to inform him of the issue that was found. The block would need to be replaced because of the stripped head bolts in the block. He insisted that Pep Boys oil change started all of his problems and had his insurance adjuster come out to inspect the issue. They stated that “The damage was normal wear and tear based on mileage”. His own insurance company denied his claim therefore he is going after Pep Boys to replace his engine. After speaking with [redacted] I showed compassion by offering to still help him with the repairs. I offered for him to source an engine and I would install the engine since he has been through a lot of issues with his vehicle. I made myself very clear to him that Pep Boys will not be sourcing an engine and installing it for free.

Our offer still stands if [redacted] sources an engine, we will install the engine free of charge. Otherwise we will have no further communication with [redacted] on this matter.

It is unfortunate situation, however we find no wrong doing on behalf of Pep Boys.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

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.

Please note my phone number is [redacted], not [redacted]

Dear Ms. Raiche:

I would like to take this opportunity to thank you and the Organization you tactfully represent for all the effort you have exhausted in trying to arrive at an amicable resolution to this protracted matter between Pep Boys and I regarding my 2003 [redacted]; my [redacted] engine block damaged while my car was with PepBoys for repair, thus rendering my vehicle disabled. After approximately nine months, you and your Organization were able to at least receive a formal response from PepBoys, regarding my complaint.

Based on a careful review of the response from the Area Director of PepBoys, I can see that the Area Director and his entourage are trying to turn this whole matter into “I say-they-say”, which will further delay this matter. Frankly speaking, I have already suffered too long being without my car. I can no longer afford to be without a car.

Review: We have been working on correcting this problem for five months now; that’s after two pieces fell off the underside of the car the first time I picked it up. As yet the corrective measures have not worked. When the car was returned to me the first time no one knew why the check engine light was coming on, I was told it may be a glitch and it was turned off, on the way back home it came on again and was returned yet again to have it turned off. After a multitude of times having the same check engine light turned off I was told its nothing to worry about! At this point the car was taken to ([redacted] Subaru where it had just had its yearly tune up done in December) at that point it was confirmed at a cost of $ 87.00 that there was a miss-firer on the 1st and 2nd cylinders, the same reading that appeared when the check engine light was turned off at Pep Boys. At this point parts were being replaced. I asked for the used parts back and was told the mechanic forgot and through them away. The car was brought back again and another suspect part was replaced and yet again the used part was not returned. On May 31, 2013 I was informed that the suspect spark plugs were changed and yet for the third time I asked for the used plugs to be returned and they cannot be found. Since we began this the amount of lost time in constantly bringing the car back to have it fixed or to have the light turned off is at best unfathomable. The car was dropped off yet again for the same ongoing issue while I had to rent a car to go to Oregon for my father surgery instead of taking my own car which was now not road worthy for a road trip as it was before; and the amount of gasoline that has been wasted are costly and time consuming. Finally, this whole thing would have been much better served if Pep Boys had just admitted that the valves had been dropped and not secured when the head was first removed. When Pep Boys once again had my 1999 Subaru Outback in their position they took it to [redacted] the local Subaru dealer in town. Upon inspection the dealer was in disbelief with the amount of damage that has been done to the engine. Upper timing gasket missing, evidence of tampering with throttle body, butterfly stop was set at the factory, after market PCV value vents too much, adjusted throttle plate was obviously spun too far, repaired vacuum hose poor fit at intake runner, intake boot folded under clamp near air box, adjusted both throttle and cable were too tight and was a little low due to partial restricted fuel flow, PCV replaced, replaced fuel filter, O2 sensor,(new) wasn't torqued enough. Idle was improved but still rough, bolts for timing body were placed behind housing and not in front where they belong, timing actuator replaced as well as timing belt clear signs of wear, installed incorrectly, belt was less than six months old, extra timing housing bolts were placed in the radiator housing.Desired Settlement: The engine has been destroyed, I've been lied continually by Pep Boys. They have covered up their poor workmanship, failed to return used parts when asked on three different occasions. I want a new engine in my car, they will pay for both rental cars I had to rent, the additional insurance coverage I have to carry and they will pay-off the balance owing on the car plus my loss of use of my vehicle. Finally the closure of the [redacted] Pep Boys and or State sanctions

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 07, 2013, We would like to apologize to [redacted]. [redacted] for any inconvenience she may have experienced at our facility, and to your office for the delay in our response.

This case is being handled by our claims department and the Area Director of this location.

Regards,

Customer Service Coordinator

Review: Brought my 2001 [redacted] in for (3) new tires on 06-02-2014. One was already replaced due to a flat.When my daughter went to pick it up, started car and it was very load like the muffler fell off.She spoke to the salesperson and they said they would put it back up on the lift but never did. She spoke to the manager and he said that was the way it came in which was an outright lie. I then called the store, I was home and told them I was not happy and will pursue legal action if they don't make this right. Have two witnesses to the contrary who were there when I dropped it off who will testify it was fine and sounded normal when we dropped it off.Sent a complaint to PepBoys on 6-5-2014 through their corporate website; however, have not received a reply.Brought the car to another garage to be repaired since they would not admit to causing the damage and would not do anything about it.The car sounded fine when I dropped it off. When my daughter picked it up, it was very loud. I could hear it over her cell phone.Obviously something happed to it when they put it up on the lift to replace the tires.They damage the exhaust system somehow.Anything you could do would be much appreciated.Thank you.[redacted]###-###-####Desired Settlement: Pay for the repairs to the exhaust system which I had to bring to another garage since they would not do anything about it.

Business

Response:

From: <[redacted]>

Date: Fri, Jun 20, 2014 at 11:30 AM

Subject: [redacted] # [redacted]

To: [redacted] <[redacted]>

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on June 16, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

[redacted] was contacted and his concerns were addressed. [redacted] is satisfied with the resolution.

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

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s). If you have received this communication in error, any disclosure or use of such information is strictly prohibited. Please notify the sender immediately and destroy all copies. Thank you.

Review: On the date of 1-9-14, I had my car towed into Pep Boys on [redacted] in [redacted], Fl. I explained to the person on the phone that I had to slam the gear of my car into park because it had gotten stuck . I also explained that my keys were in the ignition and also the car would not hold a charge. I then told the person about a "Check Driving System" sign that was coming up on the dash board.After days of me calling to try and find out what was the problem, they finally called me back and said that they ran a diagnostic ($89)and the car needed an ignition switch, two tires, and a new battery. (the total cost came close to $700) When I came to the store to pay for the repairs I specifically asked, "was that the only things that was wrong with the car"; the guy said yes. I also had to inform them that the battery I had purchased from them previously was still under warrenty. One of the sales person stated that they had not put in a new battery; however, another sales person stated that they did and then proceeded to bring out my old battery. I then had them to check the system to see that the warranty was still on the old battery.Two days later I had the car towed back to Pep Boys because the car began doing the same thing as before. After about a week of them not being able to tell what was wrong with the car; they finally called me. I was told that the car needed a repair on the gear console and it would cost about $600. When I asked why that information was not told to me the first time I brought the car in, the manager said that they only checked what was complained about. I told him that I did complain about the gears the first time I brought the car in. I then asked, "if you only check what the customer complains about, why were the gears not checked?" The manager then said, "let me see what I can do". He tried to have me pay $376. I responded by saying that I was going to have the car towed because when I paid for the first set of repairs that was all I could afford.Desired Settlement: I only want Pep Boys to fix the gear console free of charge. If I had known of the gear console problem the first time I brought the car to them it would have affected my decision. I would not have purchased the tires from them nor would I have had them replace the ignition switch.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] January 23, 2013.. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] came in to our facility and stated that his key would not come out of the car. The car was towed into us and when it arrived it had two flat tires and a dead battery. We contacted the [redacted] and let him know that we would have to replace the lock cylinder that was the only way to get the key out. We also explained about the two tires and the battery. **. [redacted] agreed at that time to do the work and also stated that he had to slam the car in park. however he went back to saying he needed the key to come out of the car.

Once we got the key out and the battery replaced along with two tires, we started the car and no problems with shifting gears at that time. We contacted **. [redacted] and told him the car was ready. **. [redacted] asked if that was everything that was wrong with the car, we said yes not knowing that the steering light had been a issue, until after he came back the second time and at that time he towed the vehicle back to us.

We did a diagnostic and told him he needed a new gear shiftier. **. [redacted] asked why that wasn't checked out the first time, we explained he didn't request that we checked that, he only asked us to fix the key not coming out.

**. [redacted] said he had a check driving system light coming on across the dash board, however when we got the car it was totally dead due to the bad battery. **. [redacted] said he didn't have the money to replace the gear shiftier and request that we should do it since we didn't tell him about it the first time.

The Service Manager spoke to **. [redacted] and offered to get the shiftier from the dealer and **. [redacted] pay for the part and due to the mix up, we would replace the shiftier with no labor charge he would only need to pay for the part.

**. [redacted] said that he would like to speak to someone else. At that time **. [redacted] was given two options; either go to the dealer and purchase the part himself or we could get the part and he could pay us. However the price would go up due to it being a outside purchase but we would still do it at no labor cost to him. **. [redacted] said he would get back to us the next day and we have not heard anything back.

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

Regards,

Customer Service Coordinator

Review: I was told Pep Boys would charge $375.00 to fix my truck which included replacing the water pump and thermostat and it would be ready in 5 hours. When I called after the 5 hours they told me they'd put in the wrong thermostat and needed to switch it out for the correct thermostat and it would take longer. Finally, 3 days later, they told me the truck was fixed and to come pick it up. When I got there I couldn't start my truck and I went inside and told them that and they told me they couldn't start my truck and had to push it into the parking space and I told them to get my truck started. The manager told the mechanic to start my truck and I sat there watching the mechanic talking to other people while I waited for him 45 minutes before he started my truck. As I was about to leave they told me I had 2 busted head gaskets so I checked my oil and there wasn't any water in it. I now have to take my truck to someone else to have it fixed and there are signs on the front of the store saying that all of their mechanics are certified but I am now wondering for what they are certified. Oh I'm sorry Wasn't the thermostat it was the water pump that the had to reorder . They being a boy named [redacted] that had told me everything that they wanted or needed too do and quoted me prices and just was kinda rude but 2.5 hrs but it turned into 3 days just to install a water pump that if my boss would have let me do it I could have done it in 2.5 hrsDesired Settlement: I wish for my truck to be properly fixed so that it runs and I can start my truck without it overheating (the reason I originally took my truck to Pep Boys) or a reimbursement of the money I paid them for a job I feel wasn't done. I also wish other civilians to be warned of the inadequacy of this shop before they take their vehicles to this location.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by **. Allen Doyle Carney dated July 4 , 2013,

**. [redacted] brought his vehicle in on 07/01/2013. He stated that his vehicle had been overheating and also was leaking coolant. We recommend a Coolant System Evaluation so we could check the vehicle and find the source of his problem ( cost $34.99). The ASE Certified Master Tech did the evaluation. First he did the visual inspection where he found that the water pump was leaking then he did the block test which is part of every cooling system evaluation

(With the engine running, a block tester is used to draw fumes from the cooling system through a chemical that checks for the presence of carbon monoxide (CO) in the cooling system. Carbon monoxide will only be present if the head gasket has failed or the cylinder head itself is cracked. The chemical starts off blue in color, but turns green or yellow in the presence of carbon monoxide. This test is known as a "block check.")

**. [redacted]'s vehicle failed the block test. So [redacted] the (Service Manager)called **. [redacted] and explained what the technician had found during the evaluation and that just doing the water pump would not solve all the cooling system problems that he was having with his vehicle and because of the age and mileage on the vehicle spending the money to repair or replace the head gaskets would not be in our opinion, a good investment for him. If he didn't want to replace the vehicle, the best recommendation would be to replace or rebuild the motor. At this point the customer only owed Pep Boys $34.99

**. [redacted] advised the service manager, that he had a family member that could rebuild it for him and that he just wanted Pep Boys to replace the water pump to stop the leak, so he could try to get it to that family member. The service manager quoted **. [redacted] $379.71 to replace the water pump to stop the leak only. This is clearly written in all upper-case letters on **. [redacted]'s invoice " CUSTOMER IS AWARE THAT THE HEAD GASKET FAILED THE BLOCK TEST AND IT WILL STILL OVERHEAT AND ALL HE WANTS IS FOR US TO TAKE CARE OF THE MAJOR LEAK FOR HIM TO GET IT TO HIS SHOP"

We did have to order the part for his truck and it was not finished until 07/03/2013. We did have to spray starting fluid into the carburetor to get the truck to start for the customer. We did not do any or recommend any other evaluation for the starting problem because we were told the motor was going to be rebuilt .

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

Regards,

Customer Service Coordinator