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: see Attached document

[redacted]Desired Settlement: see Attached document

Business

Response:

Dear [redacted]

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

[redacted] came in for four tires and was advised that she would need to purchase the warranty to be eligible for the rebate, since [redacted] was not wanting to purchase the warranty, the service writer told her he would discount the tire to make up for the rebate.

[redacted] than filed this complaint, the service manager tried to explain to [redacted] that she did receive a discount at the time of the sale.

As customer satisfaction, [redacted] was refunded for one tire. We apologize for any mis communication on our part, and hope that [redacted] accepts our apology.

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

Regards,

Customer Service Coordinator

Review: Thank you for the opportunity to file a complaint with you via this e Revdex.com COMPLAINT FORM, briefly.

I have never filed a formal complaint of any kind with anyone in my life and I am just tired of the gross ignorance, incompetence, arrogance, and vaccumous nothingness that has been displayed towards me regarding this complaint to Pep Boys. In this regard too, in my estimation, this complaint involves fraud of sorts too, perhaps without meaning to be so. The bottom like is that I was charged $643.93 for a series of "'padded on' repairs" thjat did nothing to fix my car's problem at this time. And they had the gall to charge me again the next day, which was fine, as this repair-and-fair charge this time only, did fix my car's problem. I'll let you decide though, of course, what is fair regarding this complaint to you.

In these regards,

Here is a copy, verbatim, of the

E Mail that I sent to Pep Boys via their Pep Boys Graphics User Interface On Their Web Site on 5/10/2013, at 5:10PM:

Thank you for the opportunity to contact you via E Mail, briefly.

In the past I have had much service work done at Pep Boys, with excellent results.

Including a Radiator replacement, Fuel Pump replacement, Battery replacement, Tires replaced, and the like.

On Tuesday, April 23, 2013, I brought my Dodge Neon Car into Pep Boys to diagnose an almost impossible to start and a corresponding stalling problem

after a successful start and stop at a red light, for example.

Your Service people told me that this car had an oil leak from the gasket and that this is what the problem was.

I let them go ahead and fix it.

THIS WASN’T THE PROBLEM AT ALL!

Was there even an oil leak? I will never know.

But they charged me for this repair and for Ignition Wires, Tuneup, Air Filter, 3 step Pro Fuel Package (which I have no idea what this is or what it is supposed to do)-

and said simply that “the wires were covered in oil.”

PLEASE SEE Store ID # [redacted], Service Work Order # [redacted]

They charged me $693.43 for this work that was not this problem at all!

As I started the car in Pep Boys parking lot after having paid this outrageous $price for this repair

(that I would not have authorized at all unto itself given the milage on this car),

this car behaved the same way. It would barely start, and just about stalled repeatedly after it finally started.

The service people told me to bring it back the next day.

I did.

WHAT THIS CAR DID NEED WAS AN EGR VALVE which they finally replaced

PLEASE SEE Store ID # [redacted], Service Work Order # [redacted]

AND THEY CHARGED ME AN ADDITIONAL $176.26 FOR THIS REPAIR (Which was legitimate and did correct this stalling problem).

ALSO, THEY KEPT ME SITTING 8 HOURS Plus IN YOUR LOUNGE BEFORE THIS NECESSARY REPAIR WAS COMPLETED.

THIS SERVICE THIS TIME WAS THE INCOMPETENT AND WORST I EVER RECEIVED.

AND THEY CHARGED ME $693.43 FOR NOTHING AS FAR AS I’M CONCERNED.

AS THIS (If there was in fact an oil leak from the gasket as they said) DID NOTHING TO CORRECT ANY PROBLEM WITH THIS CAR

ONE WAY OR THE OTHER.

Thank you for the opportunity to contact you via E Mail regarding this complaint.

Respectfully

inquiry[redacted]

REGARDING THIS COMPLAINT also,

I spoke with [redacted], the Store Manager last week on May 13, 2013 at 2:50PM who told me

that (the acting Service Manager of Store # [redacted] where I brought my car in for repair)

was on vacation and would be back on Monday and that) he would make an adjustment regarding the $643.93 that I paid

for services rendered that did nothing to correct my car’s stalling problem!

I called Monday, May 20, 2013 and the Store Manager told me that [redacted] is no longer at this store. The usual…(!)

and that this new Store Manager would be in today, Wednesday, May 22, 2013. I spoke with him on the telephone earlier this morning.

He pretended to be in denial, was completely rigid and defensive, and did nothing to offer assistance or a reduction in this $643.93 Pep Boys bill

that never should’ve occurred in the first place.

Complete incompetence and gross ignorance. Horrible.

Anyway, thank you for listening and for the opportunity to file this complaint with you.

Respectfully,

[redacted]. [redacted]

inquiry[redacted]Desired Settlement: A credit of $693.43 or a (large) portion thererof for this pathetic repair quote unquote that did nothing to correct the problem for which I brought my car into Pep Boys to fix and which did nothing to correct this stalling problem in the first place. Through their incompetence, arrogance, lack of caring, and rigidity they charged me $643.93 which they are not entitled to as far as I am concerned. And this double indignity of charging me for an Air Filter, 3 step Pro Fuel Package, etc which I did not authorize, never heard of, and that they "padded" the bill as they went along... This is horrible, and on day 2 in having returned to Pep Boys to have this same stalling problem fixed all over again and sitting like an ie for 8.5 hours until they finally fixed my car correctly. And in having been charged again for this same car problem which they didn't fix the first time and charged me an outrageous amount of money... It's horrible.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated May 31, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] was contacted by the Service Manager and offered a refund. **. [redacted] accepted the refund.

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

In this regard, thank you so much for your assistance and intervention regarding this complaint ID [redacted].

As stated by Pep Boys representative, [redacted], I was offered a partial but satisfactory $refund from Pep Boys regarding this matter.

And their apologies are of course, accepted.

Thank you so much again, **. [redacted], for your representation, intervention, and assistance regarding this complaint ID [redacted].

Respectfully,

inquiry[redacted]

Review: I was promised that if I purchased 4 tires ($129 each) I would get 1 free but I would need to send in mail in rebate form. I took Pep Boys up on the offer and they provided me with the paperwork I needed to mail in for the rebate. I received a response from the rebate center stating they couldn't honor the special as it was no longer being offered. I contacted Pep Boys in [redacted] (where I made my purchase) and spoke with [redacted], the associate who initially made me the offer and explained that the rebate couldn't be offered because the time period for the rebate had passed. He apologized profusely and said there must be a mistake and asked me to hold while he looked into the issue. He came back on the line and said there was nothing he could do. He did, however, explain that he spoke with his manager, Ivan, who asked me to come in that following Saturday and they would see what they could do. I told them that I wanted to know what they could do before I drove the 10 miles to get there. He said he didn't but that they would discuss it with when I got there. The situation to me was shady at best so I felt it necessary to file this report..Desired Settlement: I would like the $129 rebate that I was offered

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. Our rebate

department has confirmed that a rebate is being processed for **. [redacted]. We

found that the wrong rebate form was given to **. [redacted] at the time of sale .

We again apologize as well as thank

**. [redacted] for allowing us the opportunity to address his concerns. Regards,

[redacted] 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 TOOK MY CAR INTO THE SHOP TO GET A TUNE-UP, OIL CHANGE, AND BREAK INSPECTION. ONCE I RETURNED TO RETREIVE MY VEHICLE I PAID WHAT THEY ASKED AND ENTERED MY CAR. I STARTED MY CAR WITHOUT A PROBLEM AND NOTICED THAT ALL MY LIGHTS WERE ON IN THE DASH (NOT NORMAL). I THEN PROCEEDED TO REVERSE OUT OF THE PARKING SPOT I WAS NOW PARKED IN TO REALIZE I COULD NOT BACK UP. I NOTIFIED THE RECEPTIONIST AND HE HAD THE MACHANIC TO LOOK UNDER THE HOOD TO RESOLVE THE PROBLEM. I SAT THERE FOR ABOUT AN HOUR STILL MY CAR WOULD NOT REVERSE. (WITH MY CHILDREN WITH ME) I HAD TO CALL SOMEONE ELSE TO PICK US UP FROM THERE. I AM VERY UNSATISFIED AND THIS INCONVEINENCED ME A LOT.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE FOR MY CAR TO BE AS IT WAS BEFORE I LEFT IT THERE. (NO PROBLEMS) MY CAR RAN UNBELIEVEABLE TO ME AND I REALLY DONT UNDERSTAND

Business

Response:

Dear [redacted],

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

[redacted] brought her vehicle in for oil change and to check scrubbing noise while driving. services rendered oil change, fuel cleaner, tire rotation. The vehicle was than taken on a test drive, the vehicle did not make it to the end of the building, turned around in the parking lot. Lifted the vehicle and put into gear and found the rear end of the vehicle making a noise. The technician documented everything he found wrong with the vehicle, which included vehicle has no reverse, leaking transmission fluid in two places, rear wipers worn, shocks leaking and starter dragging and a loud noise coming from the differential.

[redacted] was advised to take the vehicle back to where she had just purchased it from.

[redacted] paid for an oil change and a fuel additive. Pep Boys will not take responsibility for any repairs needed to [redacted]'s vehicle.

We are sending a copy of our "multi point inspection" that is done when we inspected the vehicle, technician documented all repairs needed, including no reverse.

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

Multi point inspection

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:

When I drove my vehicle to pepbpoys I parked in a parking space, which the ONLY way possible to remove my jeep would be reversing it (don't beleive me then check the company's camera.) I left a cellular number with pepboys and in actuality they never called me to let me know my jeep was "ready", or should I say I called them about three hours later only to get there and still could not continue to go about my schelduled activities because my car would not reverse. (If cameras are availible,) you could see where I re-entered the building to ask why am I not reversing, some tech's come out pouring a boat load of transmission fluid under my hood and attempting to try to reverse my vehicle, and no results. That is why I refused to take my jeep. Pepboys also stated that if I take my jeep to a transmission shop to have it examined, if its something they did they woul repair it.(KEEP IN MIND THAT I ONLY TOOK MY JEEP THERE TO GET IT CHECKED AND OIL CHANGED...) As I looked at the attachment that was sent by the business I wondered where is my copy,my signature, and why does it have all those stratch outs on the doc.? Again seems unprofessional! My reciept looks nothing like that one, and STATES NOTHING AT ALL ABOUT NO REVERSE!!

My car was driven there in perfect condition as I stated before, and once it finally left the premisis on Monday morning (still with no reverse) My jeep has never given me any problems.

Review: I dropped my car off at Pep Boys to look at and diagnose why my air conditioner was not working. I got a call from [redacted] a sales associate and he told me it would cost $312 to replace and install the compressor. I agreed for him to do the repair at the agreed upon price of $312. When I came in when they were done the total price was over $1000. I explained that was not the price we had agreed upon and he proceeded to call me a liar. I requested to speak with management and [redacted] came over to assist. She discounted it to $614 and said that was the best she can do. I requested it be removed and the old compressor put back in but she said I would have to pay labor fees for the install of the new compressor and to put my old one back in. She said I can come in the morning and talked to [redacted] who was a different manager for the service department. [redacted] promised him and his direct manager [redacted] would be in at 8am and I could meet with them then. When I came in the following morning at 8am [redacted] was not there and I was told I could not talk to [redacted] until he came in at 11:30am I requested to speak with another supervisor and I got [redacted] again. She called [redacted] refusing to let me speak with him and said that I had to pay the amount she quoted me yesterday at $614 or I had to pay for labor to put my part back in and the labor for the new part they put in they were taking out. That was the only option and they would not give me the keys back to my car. So essentially they were holding the car hostage. I absolutely needed my car and had to borrow money to pay the $614. The amount of the labor costs were around the same price so it made no sense to pay to have them put the old part back in. I did not authorize them to do the job for the amount of money the did it for. And when I explained I was misquoted they were forcing charges on me that we're unfair due to the fact I didn't agree to the pricing in the first place. I have/had signed nothing in writing saying this was ok and was bullied into paying for something I cannot afford.Desired Settlement: I absolutely do not trust them to put my old part in and I do not deserve to have this big bill due to their miscommunication with me. I no way shape or form did I agree to the price they charged me and I deserve to be credited $302 at the very least to make it the original price of $312.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated June 17, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] has been contacted by the Manager, and offered the refund for the price difference.

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

Regards,

Customer Service Coordinator

Review: I made an order online for an in-store pick up that was not honored by Pepboys. The pick-up location said they were never informed about the purchase and they had none of the item in stock. After twenty days, there has been no replies to any of the three messages I sent to them in writing. I have since requested a refund that has not been honored. Pepboys and Pepboys.com is an untrustworthy business with: unprofessional CUSTOMER SERVICE due to their FAILURE TO RESPOND TO VISITS AND WRITTEN REQUESTS FOR ASSISTANCE;

undesirable DELIVERY ISSUES due to NON-DELIVERY OF PRODUCTS; and low ethics because they have FAILED TO HONOR POLICY REGARDING REFUNDS.Desired Settlement: FULL-REFUND for my purchase

Business

Response:

We are in receipt of the complaint sent to your office by [redacted] dated June 17 , 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

We apologize for the problems that accrued with our online ordering, we did find that there was an inventory issue at the location where the product was shipping from.

[redacted] did however pick up his wheel covers.

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

Regards,

Customer Service Coordinator

Review: I brought my car in knowing exactly what needed to be done and left angry, overcharged, taken advantage of, and driving away leaking brake fluid! I was given an attractive quote over the phone for rear brakes and roters. The mechanic at this shop tried to take advantage of the fact that I'm a woman and less knowledgeable than he is when it comes to cars and tried to make me purchase two very expensive calibers which I was later told (by my new mechanic) that I did not actually need this. My new mechanic told me that there really was no way for someone to know if these parts were in fact needed until you began working on the car. All the while that the Pep Boys mechanic was showing me the tires and work that "needed to be done," he was striking (with quite force, if I may add) on the roters with the screw driver he was holding in his hand. I actually saw him make several new scratches on the front disks (and rear ones as well) as he was trying to tell me that they were scratched and needed replacement as well. He also tried to tell me that the front brakes needed replacement but as soon as I told him that couldnt be possible, since I had just replaced them a little over a year ago, he quickly moved on and away from the front tires. The quote for this new work that "needed to be done" was ridiculous. I came in with a $200 quote and very quickly saw myself facing an unnecessary $600+ bill. It was dumbfounding to me that I was being charged labor fees for three items (brakes, roters, calibers) which were to be installed by the same mechanic, on the same car, all in the same visit! Even more shocking was how the labor cost on the caliber was almost double the price of the part itself!! I left upset and went to my new mechanic for a second opinion. It turns out almost everything I was told by the Pep Boys mechanic was a lie! There's nothing wrong with the front brakes or roters - the scratches were in fact CAUSED BY HIM STRIKING his screw driver on my roters! The calibers DID NOT need to be replaced. And to top it all off, he left the brake fluid cap loose! I could have had a serious accident all because your mechanic "forgot" to tighten the cap when he realized he'd lost my business. My new mechanic told me it was a miracle I didnt crash after he realized that almost all of my brake fluid had leaked. I am very disgusted with my experience at your shop. I spoke to the manager this morning who told me there was nothing else he could do since I had already taken it to another mechanic to be fixed. To be honest, even if I hadnt already gone to my new mechanic, I STILL WOULD NOT GO BACK TO PEP BOYS! EVER!Desired Settlement: I want new roters so that I can then take to my new mechanic to replace the ones that were scratched by original mechanic.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 30, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The Service manager contacted **. [redacted] and apologized, invited **. [redacted] back to his facility to personally take care of her concerns.**. [redacted] declined.

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

Regards,

Customer Service Coordinator

Review: sold a mini bike for 529.00, 559.00 with taxes and was not given a title for this vech, nor was I given a owners manual

I purchaced a mini bike from this store pep boys and wasn't given a title for the vechicle, and the wont get one for me,also was told they would give me another one but the one they were offering was not the one for the bike, this if called fraud,they re telling me its my problem,at the time of purchaced I wasn't aware that there was such paper work for a mini bike , but I went to sell the bike and was asked about the title, this is when I learned that a title should have come with the bike, due to the stores negelentDesired Settlement: iuam wanting a refund on this bike due to their negelence, of sales, this bike isn't worth anything to me , please help me resolve this problem,again this is fraud, when someone tries to minibulate and or alter a vechicls title and that's what the asst manager of this store wanted to do, because they misplaced the title at the time of the sale, again please help with this matter

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on August 30 , 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

At this time our legal department is working with [redacted], trying to find paperwork on the mini bike in question. We hope to have a resolution with in a week.

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

Regards,

Customer Service Coordinator

Review: got a quote of 900 dollars for a repair on a 1994 [redacted] truck. When we went to pick it up they gave us the bill for over 2400dollars and did not call to confirm the price...nothing was written down on the price and no authorization was given for that price in writing. We had to pay that amount in order to get the truck back....which is only worth about 1500 dollars. Everything they did was overpriced and they repaired things that did not need to be replaced!! I.e. a timing chain that was just replaced 6 months prior and they charged over 900 dollars for it!Desired Settlement: The initial quote was for 968.58 cents....we were willing to pay that....however damn near tripling the cost on her (she is a senior citizen and completely unaware of mechanical issues) is fraudulent and theft. Send her back the difference of the original agreed upon quote!

Business

Response:

Dear **. [redacted],

We are in receipt of the

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

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

facility. **. [redacted] who is

the owner of the vehicle was contacted and advised to bring in all receipts and

[redacted] the service manger will address and resolve all **. [redacted] concerns. We

are still waiting for **. [redacted] to return. We again apologize as well as thank **. [redacted] for allowing us

the opportunity to address his concerns.

Regards, [redacted] Customer Service Coordinator

Review: I went in 06/27/14 Friday with my son, for an alignment that I scheduled in advance online.After I handed over my paperwork and keys to the attendant at the desk, he insist that I needed to purchase all new tires. Then he said that I need at least the front 2 front for safety reasons. He also stated, they could not do the alignment because of the tires and they could not send me back on the road like that even without one. Then he said I needed at least one. He even talked to his manager about lowering the price so I could get the alignment.I repeatedly said no, I could not afford it. Eventually, I agreed and the alignment was supposedly done. When I got my car back and pulled out of the parking lot, I noticed that my steering wheel was going to the left but my car was drifting right. So, I went right back and asked why my car was still drifting. They claimed that it was because I had a old and a new tire on my car and the alignment would be a little off. So I said "ok, if I purchased the other tire would my alignment be straight?" They said yes, so I agreed to put the other tired on but this time, I paid twice as much for the tire and had it rotated. When I got my car back again, I noticed yet again that my car was drifting again. I was not going back a 3rd time that day, we needed to eat, so I called in. They said to come back in the morning for the alignment. Then, I got a call back from [redacted] stating that the alignment was never done. He tried to say I came in for a tire, but when I said I scheduled the appointment online and still have my paperwork he changed his tune. I was highly upset, so I said "if I had never called back, you would've stolen my money? I came back and I called and no one told me the alignment was never done?"You are scammers, you the tires were purchased to complete an alignment. [redacted] told me the alignment couldn't be done, said why wasn't I told that before I purchased the tire, and came back, and called back?You just scammed me and by stealing from me that was fraud.Desired Settlement: I wanted an alignment, I was scammed into buying tires I did not need for an alignment, you lied to me and told me the alignment was done. You stole my money, then confessed when I called back about. I want ALL of my money back, not some, all of it back. You said you would give me all of my money back before you put my old tires back on my car; well give it back. I want all of my money back; especially for the used tires you tried to pass off as new!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated June 23, 2014. We would like to apologize to **.[redacted] or any inconvenience she may have experienced at our Pep Boys facility.On June 27, 2014, **. [redacted] had an appointment for an alignment. The Customer Service Advisor completed the visit at the car and advised **. [redacted] she need tires because one tire was showing metal belts on the inside She agreed to this service and the store installed one tire and could not perform the alignment due to excessively worn front end components. (inner and outer tie rods, controls arms with bushings, and a hub bearing). **. [redacted] had the Customer Service Manager work with her on the pricing because she stated that she did not have that much money for the tire and alignment.($106.59- work number [redacted])

**. [redacted] was advised of the repairs needed to the car. On the same day June 27, 2014,) **. [redacted] arrived back in the store to purchase another tire (work number 2111081) after earlier saying she did not have enough money to purchase both tires or the repairs, the Customer Service Manager explained to **. [redacted] Pep Boys had payment options. After the customer left the store the Customer Service Manager realized that we had inadvertently left the alignment on the ticket and called her to again explain again why the alignment was not completed and offered her a refund for the price of the alignment. The Customer Service Manager and Store General Manager have called and left a message explaining the refund and have requested that she return to the store so we can complete the transaction.

To date we have not received a call back **. [redacted] . In both cases we discounted the product and labor in an attempt to help **. [redacted] get her vehicle in a safer operating condition and work within her budget.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: This place use to be my to go place for automotive maintenance until the service manager Luis accidentally broke a bracket from my [redacted] n+ coil over suspension on 05/14. I purchased four 225/40/18 tires to replace my 215/35/18 tires on my 2008 [redacted] tC but before having them installed I requested Luis to check if they would fit. Luis checked and told me they would fit and that's when my nightmare with Pep Boys started, the tires were too big and they all rubbed on the fenders so Luis adjusted my coilovers using two pry bars and in the process damaged the left rear strut. A horrible mattress sound(urky urky urky)could be heard when driving and the rear tires also rubbed a bit on the fenders so I had to get them "rolled" for $60.00 out of my pocket. Luis advised me to drive the car for a week and if the noise didn't stop to come back. I went back to Pep Boys a week later for Luis to inspect the vehicle and he saw a broken bracket and told me he would replace it with a new one. I I told him I wouldn't accept anything less than a authentic [redacted] part.Weeks later he tried deceiving me with a universal brand bracket and I rejected it. He told me he was going to continue looking for the part. I called the area director Claudia from Pep Boys corporate office to get my suspension replaced because weeks were passing and my suspension was only getting more damaged while Luis was looking for a authentic [redacted] bracket. Today 08/25 Luis notified me that claim to have my suspension replaced was denied. I tried contacting Claudia from Corporate office to verify the message Luis sent me but she didn't reply back.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want my [redacted] n+ suspension replaced.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on August 28, 2014. we apologize for any inconvenience [redacted] may have experienced at our facility.

We took responsibility for the wheel and replaced it as a Customer satisfaction, his claim is being denied due to [redacted] not wanting to work with us on the repairs.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:The wheel was replaced pretty fast because it was losing all its air in three hours but my suspension which was mishandled by Luis the service manager has not. Every day that I drive my rear suspension makes loud metal noises and the ride is not comfortable for my passengers in the back. I was told by Luis that a bracket was broken and he was going to find a replacement. I told Pep Boys Area Director Claudia, Luis and service manager Joe I wouldn't except a generic brand replacement bracket. I brought my car into Pep Boys Whittier thinking professional technicians would handle my car with care and instead I left with a damaged [redacted] N+ suspension on my [redacted] tC. Seeing as how my [redacted] N+ suspension had no documented damage before it entered there shop I feel it would be appropriate to replace the broken bracket with a authentic [redacted] bracket or a full replacement of the suspension. Every day that I drive my [redacted] tC the rear suspension is becoming more and more damaged and if one day the rear suspension gives out on me while driving I and other people could get injured. Luis contacted me on July 24th 2014 and informed me he had received the authentic bracket but after receiving a confirmation picture of the part I was upset with Luis because the part was cl[redacted]y not a authentic [redacted] part. I notified Claudia of this trickery and she did not respond back but instead all my questions or concerns were to go to service manager Luis. On August 11th 2014 Luis contacted me by phone and denied he ever said any part from my suspension was broken but asked for me to price quote a replacement [redacted] N+ suspension and cost for installation so he can forward that quote to his superiors. On August 25th Luis text me that my claim was rejected and that he was instructed to ask me if I wanted to bring my car to his shop so a tech can look at my "out of place" rear suspension.

Luis himself has looked at my rear suspension many times and could never "fix" it with his pry bar or bare hands so I choose to not continue wasting my valuable time at his shop. It was agreed by all parties that my broken bracket would be replaced and when a authentic part could not be found Luis choose to deny any wrongdoing. I waited patiently from 05/20/14 only to be told on 08/25/14 by Pep Boys that I was on my own with this damaged rear suspension.

I have many text messages that are proof of me telling the truth about everything I've said regarding statements of Luis and Claudia.

I want my [redacted] N+ suspension replaced by Pep Boys before it gives out on me on the road and I become injured from Luis's mishandling of my rear suspension with his two pry bars.Regards,[redacted]

Business

Response:

Dear [redacted],

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

We stand with our prior response. We will repair or purchase just the bracket from [redacted], but we will not pay the full suspension replacement and the installation of such.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I will accept the replacement bracket and installation. I've waited more than 4 months for Pep Boys to purchase a [redacted] bracket and because they haven't teplaced it in months all the driving I've done has ruined my suspension. Pep Boys of all places should know even the smallest car parts that are malfunctioning or broken cause more damage to the car overall! I'm furious that I have not received a replacement [redacted] bracket and more upset that my safety and business is being put to the side. No Pep Boys customer from the U.S. should be experiencing what I'm experiencing.

Regards,

Review: I had my car repaired there three times and it had the same problem: Overheating and stopping. I was told twice that the alternator was replaced and the battery was changed. I spent over $2500 dollars (plus towing and four new tires)on a ten year old [redacted] that was parked in my driveway because it again, after the third repair, had the same problem I brought it to PEP BOYS on [redacted] to fix. I recently transferred it to someone to salvage for the parts. That person discovered that PEPBOYS had NEVER changed anything or replaced anything. The invoices are [redacted], [redacted], [redacted]Remanufactured parts or just repairs on the old alternator were done. Who knows about the battery. I also purchased 4 new tires from PEP Boys because I thought that the car would work.Desired Settlement: I want a refund of all spent on this car at PEP BOYS.

Business

Response:

Dear [redacted],

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

We are not in business to charge customers for parts and not put them on. If this was true than [redacted] should have had her vehicle towed back to this location, and give them the opportunity to review her concerns. Without a vehicle there is no way to prove to [redacted] that what she was told is untrue.

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,

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,

This is typical of PEP Boys from what I read on the internet boards. You need to monitor your stores. Someone will not be as civil as I am about it. I will post everywhere possible thatt his has happened. The failure to change it was discovered by a mechanic. I will get a statement fromhim and submit it for the world to see. Revdex.com is again useless. .

Review: [redacted] lx 2008 .73000 miles I get rough gear change on parking and reverse with whining sound. check engine light is on (pep boys mention this in the reciept they gave me :vehicles has [redacted]on prior to service .has transmission code.) I left the car to be fixed they call me 100% the sound came from the mount 2 need to be changed but I prefer we change all the three . is ok for you we fix the car or no I say ok if it solve the problem. then they call me after few hours :[redacted] the car is ready to pickup but there is transmission code.internal noise in transmission suggest trans shop .I wet angry I find cashier I ask him to show me the mount.it took ab 20 minute back and force then he bring 2 mount not three in good condition only in the middle look like a screw driver detach small pieces of rubber to look bad .I paid in full 673.53 I went to lee myles he replace third clutch pressure switch I paid only203.30 the noise gone check engine light gone driving light stop flashing ,next day I met service manager I told him you remove good part you have trans code you give me c.e.l on plus drive light flashing .first call you said every thing will be ok you do not say any thing ab the trans code.I left very frustrated I call pep boys hot line I think somebody in charge for the claims but after 3 days they let service manager call me saying I will check the car for you I laugh it is already fixed in trans shop which I suppose to go from the start I told him I will file complain as I am ripped off .I make dispute to the credit card to hold payment ..I have pep boys reciept which show the condition of the car before the service and the car after the serviceDesired Settlement: you loose customer if this the way .honesty is very important

Business

Response:

Dear [redacted],

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

The service manager did contact [redacted] and invited him back to the store to go over the vehicle and explain the situation in what he stated was the problem and how we did do a courtesy code pull for the engine light for him and to discuss other findings. We did recommend [redacted] take the vehicle to a transmission shop, and [redacted] did take our advise and took the vehicle to the transmission shop for a solenoid problem. We invited him back to discuss at his convenience.

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

Regards,

Robin S[redacted]

Customer Care Specialist

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:nothing true from what he said .I will send written details to your Revdex.com office in the next 48 hour

Regards,

Business

Response:

Dear [redacted],We are in receipt of the rebuttal by [redacted]. We again apologize, but our prior response stands firm.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny Avenue

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 pep boys with a clear problem which is manifested by check engine light on with code transmission causing sound on changing the gear ,they give me back the car with the same problem with check engine light is on,and winning sound still happen on changing the gear .this summary is mentioned in the first page which pep boys give me under the paragraph of general comment ,it say that the car came to the shop with check engine light is on with sound came from the transmission.they do something else to make more money because the code show that a trans switch need to be replaced which cost me only 200.00 dollars.a guy working in the store (i keep his name confidential )told me that they do here transmission work.but to make more money they look for more costly project.all business reply is not true .I took the car very sad to what they do ,I told them in the store I will file complain to Revdex.com.

Regards,

On 6/24/15, my 20 yr old daughter took our 08 Honda Accord for a service appointment. The issue was the a/c was not blowing cold. It had been recharged by a specialist and filled with freon the previous day with no progress. The specialist recommended we have the compressor checked, which is what we specifically asked for. The svc advisor said the diagnostic rate would be up to $200+. My daughter called me at work to notify me, I asked to speak with the advisor to find out exactly what was being done and to be sure they were only checking the compressor. He stated they had to do a leak test, fluid level test, and basic electronic test. I began telling him what we already had done and we only wanted the compressor checked. He got rude, said I can't hear her, threw my daughter's phone to the side and walked away abruptly. I asked my daughter to locate a manager. I then explained how unprofessional his actions were of which he said he would handle, he then asked what was the issue. I then explained the same things to him, he said their standard diagnostic had to be done, which would be a minimum of $50+ for the fluid level check, and an additional $50-$60 for the basic electronic checks. He then stated they didn't have a technician available to do electric work, but they would check fuses, etc. After over an hour, the person diagnosing the car came to my daughter and told her she needed to take her car to the dealership and have them check the compressor...........I asked for the manager again because it didn't make sense to me that the 1 thing we asked them to check is the 1 thing they're now telling us to take it to the dealership for. SO basically pay another diagnostic fee and start all over with the dealership is what they're telling us to do. There was a total of almost 3 hrs and $120 wasted, along with the horrible attitude from the svc advisor of which I am highly unsatisfied with. I don't feel the manager actually even discussed the attitude we received from the svc advisor. I feel like they ripped us off with doing extra "tests" that were already done. The next day, we went to another shop, explained everything, in less than 10 minutes, they found that the compressor relay was bad, which should've been discovered with Pep Boys "electrical tests". They replaced it for $65, the issue was resolved in less than 15 minutes total.

Took our 2006 DodgeGrand Caravan to get fixed because engine light was on. When we dropped van off,we specifically said we wanted Van fixed cause it needed to pass emissions. There were 3 codes that came up and said they would take care of it. 2 days later we picked car up and spoke to the salesman Bill ,and I asked him if it was gonna pass emissions and he SPECIFICALLY said yes, and if we had any problems to bring it back and they would take care of it ,after paying over $800to have work done,even had rear brakes done..Well 2 days later engine light came on with the same code.So we took van back ,and they said that a new code popped up ,and was gonna cost an additional $256 .00 to get it fixed .Dont think its fair to charge an additional charge when the salesperson Bill said work was guaranteed and that it would pass emissions. So we asked the Manager on duty why the salesperson would say that it was guaranteed to pass emissions, and his response was that he never said that. Not only did he lie to us ,but said he was sorry and the Manager said that he shouldn't of said that . I told him that I was going to report him to the Revdex.com ,and his answer was "Go ahead doesn't bother me .Don't know why these people are still in business if they treat their customers like this, and lie to them about getting their car fixed,on!y to have to take their car back .Seems as though their doing this to get more money out of customers.A very unsatisfied customer !!!!! And we've been loyal customers since 2000.Hopefully this company is not doing this to most of their customers.

Review: I will write tell a story of the past couple of days and the quality of service I receive from Pepboys of [redacted]. On 5/1/13 I went in to have my oil change in my car it was appropriately price but lied to constantly about the how much longer it would take, 3 times they told me 45 min. After 4 hours I was finally given my keys and able to leave. Poor service. Then I decided I would replace my own brakes because of how long they took. I bought the brake pads for the front and brake shoes for the back drums. on 5/2/13 I put the pads on the front without a problem. Then the rear shoes were not the correct brake shoes. they sold me the wrong shoes and services which as you will see results in more damage to my car. That night I realized they were the wrong shoes and I tried to put it all back together the best I could so that in the morning I could take it in and have them correct the problem. On 5/3/13 I took the car in and gave them back their brake shoes for a refund. They stated that it would cost my $149 to have them replace the brake shoes. I was busy that day and did not have the time to fix them myself, so I agreed and my wife stayed with the car. Then they call me about 45 min later to let me know that my cylinders have apparently blown out. I was just working on that wheel and I know that the cylinders were not blown but just needed to be sealed and bleed out, in order to get the proper suction. Pepboys told my wife that we would have to now bay $352 to replace the cylinders as well. When I told them that I just wanted to brake shoes and not the cylinders they said that they would not allow our car to leave the lot until we paid for the service to be done, thus forcing us to pay for the service at whatever price they decided to charge. We had to pay the $352 to replace the brake shoes a service that would have costed $17.99 if they would have sold me the correct brake shoes in the first place. I wrote a complaint to pepboys and on 5/4/13 I got a less the cordial response. The manager ([redacted]) called me to try to make me feel incompetent and stupid for trying to replace them myself, and stated that he looked at the himself. When asked if he tried resealing and bleeding the brakes, he said it didn't matter because he could eyeball those things. (its a simple procedure that would have answered a lot of questions and proven that the cylinders are indeed still ok). I was talked to in a less than professional way in an attempt to make me feel inferior to his years of knowledge. Too bad his years of knowledge couldn't have sold me the correct stuff in the first place.

To finish I was disappoint with the service received. It took a long time and was not the correct service. I don't appreciate pepboys telling my wife all these things need to be replaced because they could tell she doesn't know anything about cars and was scared. It was unprofessional to single her out. Then to not give our keys back to us when requested is wrong. The only way we could get our keys back was to pay for their outrageous prices and services. Then to be talked to the next day unprofessionally by their manager is poor customer service.

2003 honda civic hybrid (1.3L engine)

Prostop Brake shoes

[redacted]B

These are the wrong brake shoes sold to mDesired Settlement: I want a refund of the $352 for a service that was not required and forced upon us. I will pay the $17.99 for the correct brake shoes that they should have sold to me in the first place. Because of wrong brake shoes sold to me, it resulted in an additional $334 ($352-$18) of damage to my car, then imprisonment of my car, and a less than cordial treatment of my wife and I.

Business

Response:

Dear [redacted],

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

The Service Manager contacted [redacted] and apologized for the way they communicated the repairs needed and the lack of Customer Service given to the [redacted]s. He also offered a refund. [redacted] accepted.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see attachment.}

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Purchased a part ghat causdd damage to my cay value 365.00Desired Settlement: DesiredSettlementID: Refund

Half thd cost of the damage I sustained

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 26 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] purchased valve stem extensions for his tires, [redacted] had them installed not by Pep Boys.[redacted] claims they froze on his valve stems (TPMS) and he had to have his TPMS sensors replaced. [redacted] told him this.

[redacted] had them replaced at a competitor ([redacted]). That cost him $365.00

We offered to submit a product claim for him against the manufacturer of the valve stem extensions, if he brought us the defective product with a receipt of purchase and a receipt from [redacted]. We have yet to see or hear from [redacted] since then.

We ask that [redacted] return to our facility with the receipts requested to file a manufacturer claim.

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

Regards,

Customer Service Coordinator

Review: When the business replaced my u joints they did so incorrectly causing a lot of damage to my truck.

On 8/13/13 I brought my truck into Pep Boys where I was told my u joints needed to be replaced. Two weeks after the repair work I was driving down the road when the truck began to vibrate and then broke down on the side of the road. I had the vehicle towed and [redacted] Tune Up where they found that the transfer case was cracked in two sections and they noted the drive shaft had been squeezed in vise and the u joints were not clipped in all the way. I told them the U joints had just been replaced by pep boys (it is important to note that the drive shaft is what had the universal joints replaced prior to us working on it.)

[redacted] Tune up then sent the drive shaft to [redacted] so they could check the drive shaft balance. I have a letter from [redacted] (written by their driveline specialist) confirming that the drive shaft was dented and the u joint retaining clips were not properly installed. They also note in the letter that Pep Boys had made a mistake in that the transmission yoke had been clamped in a vice where the seal and bushing ride which is and I quote from the letter from [redacted] "a big no no." The letter states that all of the damage to the vehicle was caused from the universal joints being improperly installed. In addition, when they put in the pinion seal they tightened the crush nut too much which caused too much torque resulting in damage to the rear end of the vehicle. I was without a vehicle for over two weeks and had to get a rental car. In addition,Desired Settlement: I want to be refunded and reimbursed for the $594.91 charge to Pep Boys, the 60.00 towing fee, the $2,243.85 I had to pay to [redacted] Tuneup so that they could fix the damage to my truck caused by the incorrect work done by Pep Boys and the $717.41 for the rental car. The total amount owed to me is $3,616.17, and if this amount is not refunded to me I will be taking them to small claims court. I have gone to Pep Boys and all they have offered to date is to refund the $594.91 which is not acceptab

Business

Response:

Dear **. [redacted],

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

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

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.]

This matter has already been resolved by the pep boys shop in milton florida. This compliant can be closed.

Regards,

Review: I purchased four tires from Pep Boys on April 8, 2014. I selected Pep Boys because of a rebate offer to receive one free tire when you purchase four. The manager of this particular location was the one who processed the sale and told me all the conditions for the rebate. I followed his instructions only to receive, by mail over 45 days later, that the rebate offer was declined because I did not purchase a particular item within the tire installation package. However, the manager was the one who advised me on the conditions AND I did purchase the installation package!! Call me crazy, but a package should include all items - HENCE the name package!! How would I know something would not be included if you purchase it as a package??? Also, who else can you trust if you cannot trust the manager to instruct you properly????? I feel ripped off, like this omission was intentional. It also took over three hours to install the new tires... no apologies, no concern for my time... overall a horrible experience. I expect more from Pep Boys.

Product_Or_Service: Four tires and tire installation package

Order_Number: 006486

Account_Number: DPMC-0894-6147Desired Settlement: DesiredSettlementID: Other (requires explanation)

Pep Boys fulfill the rebate to me. The offer amounted to 109.99. I was supposed to receive a Visa prepaid card with this amount.

Business

Response:

Jun 11, 2014Dear [redacted],We are in receipt of the letter sent to your office by **. [redacted] on May 14, 2014. We would like to apologize for any inconvenience **. [redacted] may have experienced with our rebate process.After further review of **. [redacted]s rebate, we found that **. [redacted] did not purchase the Road Hazard Warranty. We contacted **. [redacted] and offered a check for the price of one tire.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his Concerns.Regards,

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,