Pep Boys

Review: My daughter is using my vehicle while attending college in [redacted]. She had the car towed to the Pep Boys shop located at [redacted], [redacted] PA 19123 on 3/24/13. We have made countless phone calls to this shop and have spoken to at least four (4)differnt people, to include two (2) different people that have claimed some type of "shift" manager. Each time we call we are told something different is wrong with the vehicle and the bill continues to escelate. After two (2) weeks the vehice is still not repaired and no one can provide written details on what is wrong and/or what has been done to date. We are told each time we call that someone will call us back but no one ever does. I have decided to contact the Maryland State Attorney General's office and the Revdex.com to file a grievence. At this point I believe that as a consumer, I am being taken advantage of and just plain "ripped-off". I believe that because I am out of state this shop is just taking advantage of the situation.Desired Settlement: I am not willing to burden all costs. I believe excessive "diagnostic" charges have been made due to the shop's lack of technical expertise in determining the cause of the vehicles problems and the inability to make repairs to the vehicle. I also believe that I am being charged excessive labor hours because I am out of state and not able to witness or view anything that is being done to the vehicle when it is being worked on. We have been under significant financial stress and duress for waht is approaching three weeks of escelating charges, un-returned phone calls, loss of use of a vehicle and yet we are no closer to getting the vehocle back than we were two (2) weeks ago.

Business

Response:

Dear [redacted],

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

When this vehicle was towed in to our facility, at that time we inspected the vehicle and found that the water pump that was replaced prior to coming to our facility was not put in correctly and the (key way) was broke which caused play. also the timing plate was never replaced.

We had to order the parts which was the delay. We do apologize for the lack of communication. After the repairs were rendered, we gave the old parts back to the customer, so she could return them to the facility that replaced them prior to our repairs.

We do appreciate [redacted]'s patience and gave 10% off the total bill

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Their response is not accurate, the vehicle issues were not identified until after other troubleshhoting and parts were already replaced and not until the vehicle was already in their shop for approxiametly 10 days. At that time after multiple calls the shop agree to take 10 % off at that time. The bill had escalated sveral times during the course of repairs. I had no choice but to accept the 10% at the time and make payment in order to get my vehicle back. Nothing was offered to me than the initial 10%, and certainly nothing was offered for the trouble of multiple calls, poor troubleshooting, and the lack of a vehicle for more than 2-weeks.

Regards,

Business

Response:

Dear [redacted],

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

While we do admit it took time to get the parts needed from the dealer for this repair, we also had to wait for an approval from the two parties involved.

Again we do appreciate [redacted]'s patience, but do not feel we owe a refund.

We would like to offer a free oil change at the customers convenience.

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

Regards,

Customer Service Coordinator

Review: 05/25/13-My 18yr old son had my Jetta towed to Pepboys.He told the srvce desk person he thought the clutch went out & he needed a frontend alignment.He was told that the car couldn't be looked at until Monday when [redacted] the clutch tech.comes in. He called Monday to find out abt the car & get a quote. He was told the clutch was burnt out & was given a price for the replmt clutch & alignment,he told them to do the work per my permission. When he went to pick up the car he was given the receipt & the key. While walking to the car the Asst. Manager came to the door & yelled out oh by the way the pulling you got on the right you need to get your ball bearing replaced. Now, this information wasn't told ahead of time nor was it written down on the est. nor the final receipt. Now in the car the ABS light & Traction lights are on which was not previously. My son goes back inside & tells the Asst. Manager & instead of being customer oriented he gets nasty & states that they didn't do anything to cause that to happen & how does he know it didn't come in that way continues with what do you want?Do you think WE should pay to get it fix. My son left feeling disrepected & called his parents. We spoke to the Asst. Manager&he was just as rude to us putting the blame on the tow truck company stating that they may've put it on the flatbed wrong. The next day I called & spoke to [redacted] the Store Mngr,very professional but informed me that I needed to speak to [redacted] the Service Manager. [redacted] called me back & was very polite-HE TOLD ME THAT [redacted] THE CLUTCH TECH DID TELL HIM THAT THE ABS & TRACTION LIGHTS DID COME ON-BUT he DIDN'T WRITE IT DOWN on the Est. sheet nor the final receipt & no one informed my son abt any of this. [redacted] said the samething as the Asst.Mnger abt it coming in that way.I told him I took pics hrs before my son left & it shows none on. [redacted] had us to bring car back in for them to look it over.He told my son to take it to VW DLSP& if they say its PBs fault he will work it out.Desired Settlement: At this point, there were so many mistakes made by Pepboys. I'm requesting that my son be reimbursed for the un-necessary frontend alignment that didn't need to take place but should've been the ball bearing work done instead and for the brake work done by the VW Dealership that [redacted] had my son take the car too do the repair work that Pepboys should have done from the start or made right some kind of way. This very minuimal cost addes up to appox.: $220VW charged and gave discount $157.41

Business

Response:

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

From: [redacted]

Date: Fri, Jun 14, 2013 at 11:58 AM

Subject: [redacted]

To: [redacted]

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated June 5 , 2013,

As [redacted] states in her complaint the vehicle was towed to our facility, her son requested the clutch be replaced and an alignment. It was Holiday weekend and no Master technicians were on duty, so the vehicle had to wait until Monday morning. The vehicle was pushed in to the shop inspected and it was confirmed the clutch was burnt out and needed replacement.

After the clutch replacement the vehicle had to be pushed to another bay for the alignment, during the alignment the technician noticed the ABS line zipped tired to the knuckle in a few different places, [redacted]s son was brought out to the shop and shown.

The repairs done at the dealer had nothing to do with the repairs rendered at Pep Boys.

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

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

Regards,

Customer Service Coordinator

Business

Response:

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

From: [redacted]

Date: Fri, Jun 14, 2013 at 11:58 AM

Subject: [redacted];

To: [redacted]

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated June 5 , 2013,

As [redacted] states in her complaint the vehicle was towed to our facility, her son requested the clutch be replaced and an alignment. It was Holiday weekend and no Master technicians were on duty, so the vehicle had to wait until Monday morning. The vehicle was pushed in to the shop inspected and it was confirmed the clutch was burnt out and needed replacement.

After the clutch replacement the vehicle had to be pushed to another bay for the alignment, during the alignment the technician noticed the ABS line zipped tired to the knuckle in a few different places, [redacted]'s son was brought out to the shop and shown.

The repairs done at the dealer had nothing to do with the repairs rendered at Pep Boys.

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

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: the information that the Cust. Srv Coord. is stating is incorrect and doesn't make sense. MY PAPERWORK DOES NOT SHOW THAT ANY PERSON THAT TOUCHED OR LOOKED AT MY CAR WROTE ON THE ESTIMATE OR FINALLY SHEET THAT MY ABS/TRACTIONS LIGHTS WERE ON, nor THAT THEY KNEW OF OR SAW ANY OTHER PROBLEMS WITH THE VEHICLE AS THIS IS NORMAL PROCEDURE FOR ANY REPAIR SHOP TO DO. SO WHEN THEY CAN SHOW ME THAT NEGATIONS IS NOT THERE's I have to reject this. If a test drive would have been performed on the car after the clutch was put in the vehicle it should not have had to be pushed into the next bay? and if it wasn't performed then wouldn't the tech have to start the car up and just move it to the next bay, an alignment doesn't stop the car from running. Was this too another oversight? If it had been test driven the Master tech would have noticed the ABS/Traction lights on at the time. When the alignment was done my son was in school not at Pepboys so there was NO WAY your tech could have shown him anything, nor did anyone state anything to him about the light. It wasn't until he got in the car and started himself and noticed the lights came on and didn't go back off then he went back inside to tell the asst. manager, who started coming up with reasons why it's not Pepboys fault, which is WAY [redacted] the Service Manager had my son to bring the car back up to the the shop so that your Master Tech could look at the car AGAIN and see why the ABS/Traction lights were on and NEVER did my son step foot in the back were the bays are, which was one of my problems that he was NEVER shown that the ABS line was zipped tired to anything. Once the tech brought the car back out was when my son was told by the Service Manager, Mr Hand what they said they saw the problem to be. I asked [redacted] from the beginning to contact me and let me know what was going on with the car since I'm the person paying for it, which he AGREED UPON but that didn't happen as well, but instead he talks to an inexperienced 18 yr old. I asked my son when he left the shop the second time he brought the car back per [redacted]'s request did they show him what they said was the problem and he said No, which I thought was quite unususal as well, so who really zipped tied these lines. It is very sad and unfortunate that this Pepboys in Exton, PA will not take responsibility for there mistakes and now choose to cover up what happened. I have been going to Pepboys for at least 15+ years and NEVER, EVER had I had such poor service. The Service Manager and the Asst. Service Manager acknowledged to me that the Master Tech after asking him about the light stated that he did not write down that the ABS/Traction lights were on,WHY IS THAT? and like I stated before my paperwork does not show it anywhere, nor was my son told that they were on which is how all of this got started in the first place. If what [redacted] stated was correct that the tech or someone took my son to the bay and showed him from the initial first visit THEN 1.) Why would [redacted] have him to bring the car back up there for the tech to look at it again? and, 2) Since I paid VW dealership to repair it at a $150, why wouldn't I just paid Pepboys to do the work if I had been informed before all of this craziness took place? Pepboys has in the website they they do a 10 point or something to that natural free look over your car, if they did once again it should had shown something in the first stages of this debacle. It already doesn't make sense to me; it would appear that the tech would have needed to get in the car and turn the key to put the car in netural to push it into the bay would not the lights have come on at that moment to indicate theres a problem or was the car pushed while in park and this caused the problem with the ABS/TRACTION. Pepboys can talk in circles all they want to but the facts remain the same, that this was and still is VERY, VERY POOR CUSTOMER SERVICE as well as POOR SERVICE PERIOD and for you not to take responsiblity for what was a meir $150 dollar job, plus an alignment that he thought he needed BUT wasn't informed by the professionals until after he paid for the work to be done that "Oh! by the way the knocking you heard is because you need a ball bearing on that side" sounds all very RIDICULOUS to any sensible person. I hope upper management changes their decision and make this right, it will be very unfortunate to loss what should be a valued customer that frequence Pepboys for items as small as wind shield wipers to major repairs to 5 of our vehicles.

Regards,

Business

Response:

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

From: [redacted]

Date: Mon, Jun 24, 2013 at 11:06 AM

Subject: [redacted]

To: [redacted]

Dear [redacted],

We are in receipt of the rebuttal sent to our office by [redacted] dated June 5 , 2013,

While we do sympathize with [redacted], we can not pay for repairs that we are not responsible for.

We again apologize, but our prior response stands firm.

Regards,

Customer Service Coordinator

Review: Last December I brought my car (Toyota Sienna) into the service department at our local Pep Boys.

An issue arose that made it necessary for me to complain.

An apology was given and I was told the service department & mechanic would be reprimanded.

About two weeks ago I needed front brakes and called around for prices.

Sales representative convinced me to give Pepboys another try (prove trust).

They performed a brake inspection service and shared that the front brakes & rotors would need to be replaced. NO MENTION OF ANY ISSUES WITH BRAKE FLUID.

Advised that a brake caliper boot was torn and needed to be replaced. I declined as it would double the cost of the repair. Sales person [redacted] stated that a caliper boot was torn on the right front passenger side. This additional repair would cost double what the original brake job would cost. I declined until I could have it looked into further. If found out later by the manager "[redacted]" that the same mechanic who was reprimanded in December performed the brake job in December. This mechanic's last name was [redacted]. The Service manager is [redacted].

About 5-6 days later my ABS actuator (expensive part of braking system) stops working.

Took car to Toyota of Merced. EPA#[redacted]

Toyota shared that contaminated brake fluid was likely the cause. They retained some of the fluid and stated that it was an unusual greenish color (very rarely / never seen) and contained particulate matter. Both were very "Suspicious" according to Toyota. They could not tell me if it was contaminated on purpose or not. 2,500 repair. I still have the bottle with a small amount of the fluid.

TOYOTA OF [redacted] ALSO STATED ([redacted] / service advisor) that he looked at the caliper boots and they were not torn. Pep Boys stated they were to increase the repair cost.

Toyota of [redacted] shared that ABS actuators very rarely go out. In the entire previous year they have only done 2.

I believe three violations have occurred.

1. I was told caliper boots were torn when they were not simply to increase to profit of a service call.

2. [redacted] intentionally added something to brake fluid because he was upset about the reprimand in December.

3. Pep Boys should have told me in the brake inspection (paid) that the brake fluid appeared to be of an unusual color and contained particulate matter that could harm braking systems. They did not.

I spoke to "[redacted]" the store manager this morning. Called back this afternoon before filing this complaint and found that "[redacted]" had been fired / left the company 30 minutes prior to my call the same day in the afternoon.Desired Settlement: Pep Boys should be made to assist to pay or completely pay for repairs that I believe were made necessary due to a malicious act (as stated above). They should amend their business practices to eliminate unnecessary repairs to vehicle (caliper boot torn). My repair bill for their ruining of my ABS actuator was $2,475.41. Pep Boy should make good on this.

Business

Response:

Dear **. [redacted],

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

The service manager, spoke with [redacted] (service advisor) at [redacted] Toyota, who wrote the service order [redacted].

He states that they performed a PH test on the brake fluid indicating a failure, as copper contamination.

[redacted] stated that it was clearly explained to **. [redacted] , that there were no signs of foul play & that the potential cause for the discolored fluid can be from the copper contamination, normal wear & tear.

[redacted] also stated that the customer was given an explanation as to how a brake caliper boot could be torn, "piston over extending due to material wear, going metal to metal." [redacted] stated that they did not perform a brake evaluation, nor did they perform a tear down to inspect the front brakes, but only performed a visual on the front brake components and did not observe any torn boot on the caliper.

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

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

Regards,

Customer Service Coordinator

Review: On multiple occasions, I was assured by [redacted], a service employee at the Pepboys location provided, that the correct mirror needed for my Nissan Sentra had been ordered. Based on this, I made an appointment to come on the agreed date. When I arrived for the appointment, I was told by [redacted] that [redacted], the store manager, sent the mirror back. I scheduled another appointment based on [redacted]'s assurance that the mirror would be available the following Saturday. At the same time, I prepaid for the item to ensure the mirror wouldn't get sent back. I went back for the second appointment and was told by [redacted] that [redacted] was off from work and the mirror was locked in his locker. I advised [redacted] that it was the second time I came in about the mirror and stated that I wanted a refund for the mirror. [redacted] stated that he couldn't give me a refund due to technical issues with their computer. He then proceeded to tell he would call me when the computer was operational and then he would try to give me a refund. Approximately 15 minutes later, I received a callback from [redacted] that he located the mirror and if I came back he would get another service tech to put on the mirror. Again I went back to the location only to discover the wrong mirror was purchased. I am extremely disappointed and dissatisfied with the lack of regard for my time and the huge inconvenience it has been making multiple trips for this issue only to be given a different excuse each time. I requested from [redacted] a $100 gift card for the multiple trips and the time I lost over multiple Saturdays due to their incompetence. He stated he would offer me oil changes. I certainly do not feel comfortable with this location doing any work on my car. I would like to receive a $100 gift card due to the multiple trips and time wasted . I am a full time student and also work 2 full time jobs; my time is very valuable to me. I do not feel the store manager demonstrated ownership to resolve the issue I am requesting a follow up within 48 business hours.Desired Settlement: DesiredSettlementID: Other (requires explanation)

[redacted]###-###-####[redacted]

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Business

Response:

[redacted]Inboxx[redacted]Oct 17 (11 days ago)to [redacted]

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated September 28, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

The first mirror was sent back due to no contact with the customer, second mirror came in wrong, and unfortunately the electric mirror needed for **. [redacted]'s vehicle needed to be ordered by a outside distributor.

**. [redacted] requested a full refund on the mirror. A refund and apology was given.

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

Regards,

Customer Service Coordinat

Review: I went to pepboys to get my tires balanced and waited at their office until it was finished. When the guy who went to reverse my car out of the bay me and another costumer who was there watched as he kept grinding my reverse gear over and over again (a problem that the car has never had before, and have shops who have previously serviced the car that will confirm this) until I stepped into the bay and had to reverse my car out myself (with no grinding at all) 2 days after this incident the reverse started grinding into gear, and 3 days after that it wouldnt stay in gear at all. so I went back to complaint about it, they were very rude, I had to call their corporate offices directly to file the complaint, when the area director finally called me back, he claimed they weren't responsible for the damage because they didn't service the transmission. Serviced or not, their employee couldn't drive a standard vehicle and managed to mess it up, which they should be responsible for. Now I am having to push it out of parking spaces when I attend school or at my apartments and I have concentric left ventricular hypertrophy. Meaning my heart can't handle doing that much work and I shouldn't have to.Desired Settlement: I want pep boys to pay for the repair of my transmission as well as to provide a rental car while they repair my vehicle.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on October 18, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] came in for a tire rotation. Backed his vehicle into a parking spot in front of the bay #1. Technician [redacted] came out and drove the vehicle straight into the bay. We rotated the tires and when the technician tried to put it into reverse twice and it wouldn't go into reverse. So while this was happening, **. [redacted] was at the desk observing this going on. The service manager advised **. [redacted] that we couldn't back it out. **. [redacted] than came out and put the vehicle in reverse and drove off.

Two days later **. [redacted] returned to the store and said that we caused severe damage to his transmission. So we put the car in the air and noticed it was leaking and there was no transmission fluid in the transmission. We entered a claim with ur claims department and the Area Director personally reviewed the video and spoke with one of our technical trainers and they came to the conclusion that the vehicle had previous damage and putting it into reverse twice couldn't have caused this particular problem. So his claim was denied. The Area Director called to inform **. [redacted] of the decision that we as a company cant be held accountable for a previous problem the vehicle had.

We find no wrong doing on behalf of Pep Boys and will not be held responsible for the transmission.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Because pep boys is lying. They put my car in the air on a lift and there was ENGINE oil at the bottoms of the engine oil pan. Not on the transmission. They never bothered to open the check plug on the side of the transmission to check my transmission level. The next day I opened my drain plug and about 2 quarts of gear oil came out (my car requires 1.9 quarts) which I then proceeded to refill with royal purple synchromax gear oil. So when they say that it's due to a lack of gear oil or that they bothered to check it isn't true, as well as my transmission having previous damage you're welcome to contact [redacted]'s auto and truck repair in [redacted], the technician [redacted] is the one who serviced my vehicle many times as well as [redacted] for alignments previously and they will say there was no previous issues with reverse. The kid at pep boys grinded more than twice and held the grinding for a long time, brass synchros aren't made to handle that kind of abuse. And it makes me angry that they lied about saying my transmission had no gear oil when they never checked it as well as saying it leaked because that "leak" was oil residue from a previous leak my car had a week or so before coming from the turbo oil return line which sprayed Oil everywhere and never cleaned it up. So if the technician can't even difference motor oil from transmission oil, and doesn't bother to check the transmission fluid and lies about it, what else are they lying about? I don't trust his opinion of saying my transmission wasn't damaged by them because he lied about my oil level and because he can't tell the difference from motor oil on the motor oil pan from gear oil on the dry transmission because it wasn't leaking.

Regards,

Review: On Saturday November 9th, I took my 2006 Dodge Ram 1500 to Pep Boys to have a turn signal light repaired and to have my right rear door lock fixed. After replacing the broken turn signal bulb I was told that they could evaluate my door lock issue to confirm whether it needed a new actuator but it would cost me $70 to have the interior door panel removed and reinstalled plus $50 for an evaluation. After a couple hours I was given a phone call to inform me that the door lock issue was in deed the actuator but that Pep Boys did not have the part in stock and that they would need to contact the dealer on Monday. Therefore to avoid additional labor the door panel was left off assuming that the actuator install would be done Monday November 11th. However, over the course of the next two weeks I had to call the Pep Boys manager, [redacted], several times (about 12) to get answers on the progress. He failed to call me back on every occation that he was not available (4-6 times). The only response I could get was that the dealership can't find the part that he needs. Therefore I called the dealership myself and [redacted], from [redacted] in [redacted] Indiana, assured me that they have the part and could order and have it within a day. Therefore I called [redacted] again to tell him what I was told from [redacted]. The response from [redacted] was that [redacted] was trying to sell me the incorrect part. So now after two weeks of driving around with my interior door panel off and my lock not working, absolutely no progress has been made on the issue. I don't even so much as have a part number that I can order myself. I am extremely dissatisfied and feel that a $50 evaluation charge should at the very least provide me with the part number needing the repair.Desired Settlement: I would like to be refunded for the $50 evaluation charge and for 1/2 of the $70 charge to me for the door panel labor since it is still not reinstalled.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office **. [redacted] Galloway on November 26, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] was contacted by the Area Director and a refund was offered.

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

Regards,

Customer Service Coordinator

Review: While driving home from work my "Reduced Engine Power" light came on and my car stalled. I was able to get my car to a nearby pepboys, and was told they would call me within an hour to tell me what the problem was. Four hours later I called them and they didn't know the problem yet, and about an hour after that they contacted me to tell me the throttle body was damaged and it would be almost $800 to fix. I told them go ahead and had to borrow money to pay for it. I went to pick up my car and didn't even make it 2 miles home before it did the same exact thing! I take the car back and inform them that the throttle body was obviously not the problem so they said they would look at it again, and give me a call. I once again had to call them, and was told the accelerator needed to be replaced. At that time I told them I was unhappy that I had to pay $800 the day before and now they want more money, and was told the only thing they could do for me was to not charge labor for the accelerator. The part was $125 more, making my 2-day bill over $900, and I am convinced the throttle body was never an issue, they just cheated me out of alot of money. I got my car back and everytime I start it the battery clicks and doesn't want to start, I went back to pepboys and they said I need a new battery. I went elsewhere to get a battery because I am pretty sure pepboys ruined my battery. I tried to speak to a manager but kept getting told he was not available.Desired Settlement: I really think I deserve my money back from the throttle body since that was an unneeded part, as well as the new battery I had to get because of their incompetence. All in all I had to pay $1,050 to fix my car when I took it to pepboys to fix (what ended up being) a $125 part. I have tried to talk to the manager about getting the money back from the throttle body, but was never able to speak to him. I would like the $800 in unneeded throttle body, as well as $125 for the battery.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 12, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] came in to store due to reduced engine power light. We don't normally see this issue and knew that the diagnostic could take some time. Our technician took his time inspecting the vehicle and researching the possible issues that could cause the problem. After research and testing of the throttle body he came the conclusion that there could be 2 issues.

One being the throttle body and second being the accelerator pedal assembly. he tested the throttle body and wasn't getting any communication from it, but was getting it from the pedal assembly. The technician advised the service writer that it's a possibility that the pedal assembly may need to be replaced a later time. he stated that pedal assembly rarely goes out ,but may have issues on and off. The customer was told about the possibilities and understood. To help customer out we did not charge her the$ 89.99 diagnosis charge and did not charge her additional diagnosis time. Also during first inspection of vehicle **. [redacted] was advised she may need a new battery due to leaking and age.

When **. [redacted] came back the following day we did not charge her for installation of the pedal assembly. **. [redacted] seemed happy. There pairs needed were talked over with the person paying for repairs. **. [redacted] put in a complaint a few days later and the service manager spoke with **. [redacted] explained again the issues of the vehicle, **. [redacted] seemed to be fine with out come.

Pep Boys rendered the repairs that were approved by **. [redacted]. No refunds are due.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I was not told about leakage to my battery, otherwise I wouldn't have brought it in later to have it tested. I feel that I shouldn't have been told an hour for the diagnostic if they thought it would take longer, and they should have at least called to let me know they wanted to go over the car thoroughly so it might take longer. The next day when I brought the car back because it was not fixed I had to leave the car there and find a way to work and didn't really have a choice but to pay for the "real" problem, and I had to call while I was at work and couldn't really try to complain too much but never once did I seem to be happy about the situation. When I picked up my car I expressed my concerns and dissatisfaction with having to pay almost $800 for a part the day before that was apparently unneeded and suggested a refund, to which I was only told "we replaced the pedal assembly and you shouldn't have a problem now, the pedal assembly will be $123.40" No I'm sorry for charging you $800 for nothing, I'm sorry for telling you the car was fixed when it wasn't, I'm sorry that you got stranded because our technician thought we should try the expensive part to see if that fixes the problem instead of making sure that fixed the problem--I felt like I was taken advantage of and have talked to other mechanics in the area, all of whom have told me pep boys was in the wrong for charging me for a throttle body that I didn't need, and then a pedal assembly. Also the person writing the response from pep boys couldn't even care enough about their customer to pay attention to the fact that I am not a man, which he stated twice in the response. I work in customer service and know that it is just wrong to make your customer feel the way that pep boys has made me feel repeatedly.

Regards,

Review: Replaced both front cv axles, hub assemblies, ball joints, and outer tie rods then Pep Boys performed a front end alignment. Vehicle was still pulling to the right so took back to the shop so they could correct their alignment. After 8 hours called the shop for an update. They told me no work was performed because the inner and outer tie rods were rusted through and not possible to perform an alignment. Very confusing since 3 weeks ago everything was fine and charged me for an alignment, also the outer tie rods were purchased new from the store 30 days ago.Desired Settlement: I would like Pep Boys to explain why they charged me for an alignment and said the vehicle was fine, then 3 weeks later claim inner tie rods are rusted through, and brand new outer tie rods are also rusted through.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **.[redacted] on March 10, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted]'s vehicle is still at our facility waiting to be picked up. The service manager has advised that the tie rod end was replaced under warranty and **. [redacted]'s was not charged for the labor. The service manager will also address the alignment with **. [redacted] when he returns to pick up his vehicle.

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

Regards,

Customer Service Coordinator

Review: 3/13/14, my boyfriend took my car to Pep Boys for repairs, oil change, and a VA State Inspection. After completing the State Inspection, the mechanic told my boyfriend I needed several repairs in order to pass inspection. A Rejection Sticker was displayed. 3/17/14-3/18/14, my boyfriend contacted Pep Boys to get some clarity about the recommended repairs. At that time, a mechanic explained to him that the recommended repairs were necessary to pass inspection and/or resolve the issues I was having with the car. On 3/19/14, we went to pick up the car, paid $714.68 for the repairs, and was told that all repairs had been made. A valid inspection sticker was displayed in the car's window. After driving approximately two blocks, we realized the car was still knocking under the hood and still jerking when at a complete stop. My boyfriend called Pep Boys and they advised him to return the car to the shop. The mechanic said they would evaluate the problem and call us with an update. We left the car at the shop. A mechanic called stating the car needs a new engine. 3/20/14-3/21/14, my boyfriend spoke with the shop clerk, mechanic, and manager to get some clarity about the recommendation to purchase a new engine. 3/22/14, my boyfriend and I went to Pep Boys. We initially spoke with [redacted], the manager. He wanted to get more information about what took place since the car was initially brought into the shop. [redacted] consulted with the store clerk and the mechanics who worked on the car. He acknowledged they failed to inform us an engine was needed during the initial discussion about necessary repairs. I told [redacted] I wouldn't have paid for the other repairs if they had told us the car needed an engine. The manager acknowledged the poor customer service and unethical practice. He suggested we buy an used engine and have one of the Pep Boys mechanics install it. We were led to believe some repairs were needed to pass inspection when they were not. The car was never properly diagnosed either.Desired Settlement: I would like a letter of apology and full refund for the repairs I paid for 3/19/14, which was a total of $714.68. In addition, I would like to be compensated for the money I paid to have my car diagnosed and repaired by another mechanic, which has been quoted at $1780.50. I would also like to be paid for the inconvenience of not having my car repaired on the estimated date (3/19/14)and still having to get another mechanic to repair it (3/22/14-3/25/14). Total requested compensation: $2795.18

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 25, 2014. We would like to apologize to **.[redacted] for any inconvenience she may have experienced at our facility. To further assist **. [redacted], we will need the location of the Pep Boys facility she visited. Once we receive this information, we will than begin our resolution process. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

Review: [redacted]

The address of the Pep Boys where I received service is Pep Boys

Address: [redacted], VA [redacted]

Review: Pep boys located at [redacted], TX [redacted] was paid $684.38 on January 12, 2014 for the replacement of 4 struts for the suspension. Approx. 2 weeks later, the rear struts failed and were replaced. On Apr 22, I went to the Pep Boys location in [redacted], NM who advised me that the rear struts were leaking again, but I was out of the labor warranty and needed to be replaced a second time. After manager [redacted] touted several times that the particular struts being placed in my car were THE BEST and never failed, offered no explanation as to why they failed the first time other than "I don't drive with you everywhere, [your driving] must be the cause." When posed with the fact that the original suspension lasted 97,995 miles of the same driving style before I replaced them, and these struts that are supposedly the exact same have failed twice, there was no response.Desired Settlement: I would like this company to pay for the replacement and labor of my vehicle at another company.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by **. [redacted] on April 29. 2014, We would

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

Pep Boys facility. **. [redacted] was offered a free replacement of his rear

shocks, even though the labor had expired. When **. [redacted] came in to have his

struts replaced the technician could not reproduce his symptoms and did not find

any leaks from the rear struts. **. [redacted] was offered to replace them anyway,

but he took his vehicle and declined our offer. **. [redacted] was advised that we could not find a reason for the

struts to leak the way they did after the first time they were replaced.

All of the suspension on **. [redacted] vehicle

was fine and no problems were found. If the struts were leaking again the same

way then there is an outside force causing them to leak.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:

Review: My daughter towed her 1999 [redacted] to [redacted] AZ. Location they were awful to her said they could repair her vehicle and told her she needed to sign papers that they would tow her vehicle to an unknown location. [redacted] and [redacted] to provided us of the location of the vehicle. The main corporation refuses to help with our situation. The car's location is still not known. We will have to pay over a thousand dollars before we can retrieve our vehicle. I feel that these people and corporation are crooks taking advantage of people and their car repairs. We cannot get the personal things out of the car. Because when you call the national recovery number [redacted] no one there wants to help either. What a scam..pep boys corporation pep boys store where does it end. Who else will fall into the same trap. We had 60 days to move the vehicle.. they at the store harassed my daughter and also bullied her to do something with vehicle they knew we were going move it with the usually [redacted] towing service that is how it arrived at their location in the first place.Desired Settlement: We want our vehicle return with pep boys paying the charges for them being such a fraud.

Business

Response:

Dear [redacted], We are in receipt of the letter 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]

had his van was towed to us April 25, 2014, We had our technician look at his

van, [redacted] advised that the van caught fire on the side of the road and that

HE wasn't sure why. After the technician looked at this van he found that it had

a lot more damage from fire then just the belts, it had wiring and hoses that

where melted. We contacted the [redacted]'s and advised them that we would not being able to help them.We advised

that they tow the vehicle to the dealer, they replied OK and we advised that

there would be no charge from us. The next day April 26, 2014, we contacted the [redacted]'s and spoke

to [redacted] about the condition of the van and advised her that we parked it

out on our lot and that it was OK for the week, The [redacted]'s advised that they

did not have any money and that they would need to leave the vehicle for a week

on our lot. On May 1, 2014, [redacted] called about the van not running and unable to drive to the dealer. We

advised that it looked like the drive axle was rubbing something under the van

and that it may cause a fire, and at that time they said they were having it

towed off our lot very soon. On May

12, 2014 after trying to contact the [redacted]'s more than three times at

###-###-#### number provided by them. We than started our abandonment process.

During that process we continued to

contact the [redacted]'s, but the call always went right to voice mail

The vehicle was then towed, After it was

towed off our lot [redacted] than called about the vehicle The vehicle is now in the hands of [redacted] Towing and

Removal, [redacted] The [redacted] will have to contact the towing company now and

make arrangements to pay for the towing and storage fees. The [redacted]'s were contacted several times and were aware

that the vehicle would be towed. We are denying any request to pay for any

towing or storage fee's. We again

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

her concerns. Regards, [redacted] Customer Service Coordinator

Review: I had my car towed to Pep Boys by [redacted] due to my warning light coming on. The [redacted] mechanic who first assisted me tested the car and told me that the problem was definitely NOT the battery, but the alternator. The next day when I checked on my car, the Pep Boys employee told me that it was not the alternator, and that they went ahead and replaced the battery for me. I questioned this, and referred to the test strip from the [redacted] mechanic, but I was told to rest assured, it was the battery. I paid $129.10 on 7/10/2014 for a new battery and installation. I drove away only to have the warning light come on again within minutes. I called Pep Boys and told them I would be returning with the car, and that they should have done the alternator as instructed. On 7/12/2014, I spent much of the day in the Pep Boys waiting area, and eventually left with a new alternator, at $250.38. The employees mostly had a condescending attitude towards me, and didn't seem at all interested in rectifying their mistake of doing the battery replacement when I actually needed the alternator (The [redacted] Mechanic, by the way, mentioned that the "old" battery was in really good shape).I feel that as a female senior citizen, I was taken advantage of and sold a product and installation I didn't need. I was not given a choice in what was done and little was done to fix the mistake made by the company. It seems I'm out an extra $129 for no reason.Any help with this matter would be greatly appreciated. Thank you.Desired Settlement: I asked for a new alternator, not a battery. I should not have to pay for work that was done without being needed (or requested) AND the work that was necessary that I originally requested.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Fax: 215-430-9849

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 company did not make an effort to resolve yet. The company asked for more information about which location was involved in the original complaint. It is:

Review: I have been a loyal customer of Pep Boys for years. I started using them when they were [redacted] tires. I took my car in today for an oil change and to have my CV axle checked. After about 4 hours I received a call from Tracy, the assistant manager, with "some bad news". My fusible links had shorted out, causing my alternator to short out, consequently causing my battery to be fried as well. This was after they drove my car into the garage and changed the oil. Funny, my car was working fine when I drove it into the establishment. Tracy, went on to state that he could not believe I had not been giving me problems. It has, in fact, NOT given me any problems. He then went on to quote me a price of n[redacted]y $600.00 for the alternator, n[redacted]y $300.00 for labor as well as the cost of replacing the battery which if my math is correct, brought my total to $1 000.00 or more. After speaking with him, I spoke with a friend whose father is an [redacted] certified mechanic. He stated emphatically that this does not happen. He said that more likely, a tool had come into contact with my battery and shorted the battery and fusible links. I spoke with another mechanic who told me the exact same scenario and even offered to go with me to Pep Boys and look at the car. He knew all the pertinent questions to ask so I took him up on his offer.When we got there, we spoke with the assistant manager and the mechanic asked him if he had run a diagnostic on the alternator and he was told that they had. He asked if that was done prior to the battery and links shorting out and the assistant manager stated that it had been done after the fact. The mechanic's next question was, if the car has to be running for this to be done, how did you accomplish this and asked to see the schematics. The assistant manager stated that he did not have then, his Master mechanic did. Why would these not remain on the premises? He also stated that my battery was running with 15% less than the required amps when they checked it.Desired Settlement: To have my car restored to running condition by 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.

The service manager contacted both [redacted] and [redacted] and they have come to the agreement that Pep Boys would supply the parts and [redacted] would pay the labor at a discounted rate.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I had my car worked on by the mechanics at Pep Boys [redacted]ier this year after an accident. The replaced the entire rear end on my car. They also did an alignment. I had previously purchased four new tires and had them installed. I checked my tires on 11/8/14 and found that both rear tires showed significant wear to the inside tread, down to the wire on the driver's side. I took my car back to Pep Boys today (11/9/14) where they inspected the suspension. I was told that the camber was way off, and further more Pep Boys was not even qualified to work on the model of car that I own (1998 [redacted]). The technician, who was very helpful, told me that I would need to have it serviced at a [redacted] dealership.The services I have mentioned were still under warranty from Pep Boys. I wanted them to fix my car and give me a discount on new tires, but instead, they attempted to charge me for having them look at my car today. I asked to speak to the supervisor, but he refused to come to the counter.

Product_Or_Service: Wheel Allignment

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Because I feel it's Pep Boys fault that my tires have been destroyed, I would like them to install a new set of tires on my car at a discounted rate. I would also like a refund of the full price for the alignment that they are not qualified to have done in the first place so that I can take it to someone who IS qualified.I would also request to be reimbursed the $25.00 it cost to put a used tire on the driver's side. The old tire was dangerous and I feared that

Business

Response:

Dear [redacted],

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

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I am disgusted by the way PepBoys has handled my complaint regarding their rewards program and the lack of customer service provided at their store. I have spent over $1600 at a PepBoy location at [redacted], Richmond, VA 23228 in year 2014. Not once did any employ mention anything about them having a reward program where you get 1 point for every dollar spent. I even asked for discounts when I went in there, but I was told there are none. Well, on my last visit, the manager, Buddy, told me about the program and signed me up for it. If they would have told me about it when I had big ticket repairs done, I would have over $160 in reward money to use. But they did not. I filed a complaint online with their corporate office on 10/6/14, explaining the situation and asking them to credit my rewards account for the previous invoices. Then, the store manager, Buddy, and Kevin another employee, called me regarding my complaint. They told me all you have to do is go on the rewards website, enter the receipt number and enter the amount of the invoice, and my account will be credited. They are incorrect. The rewards website states and when I spoke with the rewards Customer Service they also informed me that the policy is that you only get credit for invoices in dated the past 30 days, not older than that. I called PepBoys customer relations department as I received a call from them asking me if my concern was resolved. I spoke with Karen and advise her my issue has still not been resolved, and had to explain everything from the beginning all over again as she said she did not see any notes on the complaint # [redacted] that I submitted. After keeping me on hold for over 30 minutes, Karen came back and said her supervisor said they cannot do anything for me and I will just have to work with the rewards program customer service to see if they will credit my account. I then called the rewards customer service again and had to explain the whole situation again to them. The representative was not caring or empathetic at all and coldly said the policy is we cannot give you points for any transactions older than 30 days.Desired Settlement: Spending over $1600 in car repairs is a big deal. The store manager, Buddy, who I dealt with a few times when I got the car repairs at that store or one of his co-workers should have told me about the reward program that gives us cashback at the rate of 1 point for every dollar spent. I even asked for discounts when I went in, but was told there are none. It is pathetic that PepBoys customer relations or rewards program could to resolve this matter in a professional manner and made me resort to contact the Revdex.com for assistance. I feel that I should get complimentary car repair services for the $160 that I would have gotten in reward points as it is not my fault that I was never informed about the rewards program in the past by the store employees. I also feel that the store employees should get better customer service training and should mention this program every time someone visits as it can save people a lot of money.

Business

Response:

Dear Ms. [redacted],

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

We apologize for the delay in our response, but we are still working with our rewards department to resolve Mr. [redacted]'s concerns.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

Philadelphia, Pa 19132

Business

Response:

Dear Ms. [redacted],We are in receipt of the complaint sent to your office on December 29, 2014 by Mr. [redacted]. We apologize for any inconvenience Mr. [redacted] may have experienced at our facility.Mr. [redacted] was contacted by the rewards department and advised that the receipts have been added and that he would be receiving $70.00 in rewards. Mr. [redacted] should have no problem accessing his rewards account.We again apologize, as well as thank Mr. [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Review: I took my car in for window and ac check. The driver side power window is not working. They told me both the master switch and motor are bad and need replacement with over $400 repair estimate. The ac is not working. They told me the condenser is leaking, and the compressor is dead. The repair estimate is over $1300.

I did not authorize the repairs and took the car home.

I changed my remote battery and the power window is working again. Obviously, the diagnosis is wrong.

I asked another independent shop to inspect the ac. They told me the the compressor is not good. I am still trying to find out what is the real problem with the ac.Desired Settlement: Apology and refund.

Business

Response:

[redacted],

I apologize that this customer's complaint was filed and not responded to. I never received a store location for this complaint.

If its possible, please get me the store location the customer visited and I will ensure the store addresses it as soon as possible. Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Consumer

Response:

The store is located at [redacted], FL [redacted]

Review: I purchased a [redacted] 10x20 canopy, and radiator, and was supposed to receive a mail in rebate of $10.00 for the canopy. I did not receive an invoice with my order. I received a large box that the canopy came in, and a small box the radiator was packaged with shipping stickers on the outside of the boxes. I contacted customer service requesting an invoice with a bar code, and informed them I placed the order online, and that I needed a printed invoice with a bar code in order for my rebate to be processed. Customer service told me the retail location should have given me a receipt. I took pictures of the boxes labels, and printed them off, and mailed the rebate form, with an email copy of my order information since I did not receive an invoice, and customer service ignored the fact that I did an online order, and not a retail location purchase. I later received a postcard in the mail stating that my rebate offer was declined since I failed to submit a sales receipt.

Order Date: 2014-08-06 10:12:32.0

ORDER NUMBER: [redacted]

TRACKING NUMBER: [redacted]



Ship To Address: [redacted]

Shipping Method GROUND Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Spectra Premium Radiator

1

$42.99

25% off orders over $100

$10.75

[redacted] 10x20 Canopy

1

$94.99

25% off orders over $100

$23.75



SUBTOTAL

$103.48

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$7.24

LOCAL SALES TAX

$2.85

Total

Prior to any applicable Mail-in Rebate

$113.57Desired Settlement: I want my $10.00 Shelter logic check or [redacted] card.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 30, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experience while submitting her rebate.

We contacted our rebate department, they have advised that two Prepaid [redacted] cards will go out in the amount of $10.00 for the canopy and $20.00 for premium car cover. Due to the [redacted] Cards being distributed once a month, we ask that [redacted] allow up to 4 weeks for the delivery of the cards.

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:

[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,

Alexis Harper

Review: 1- On January 26, 2013 I towed my wife’s vehicle to Pep Boys, after I spoke to the store manager and told him, the diagnostic of another mechanic, (supposedly the fuel pump) was acting up. Store mechanics messed around with the vehicle all day. On Sunday, they determined the vehicle need to go to the Dealer, because the vehicle computer was the issue, and stated only the Dealer can fix the problem. They towed the vehicle to my home on January 27, 2013, with a dead battery they had run down.

January 28, 2013, I brought to my home two certified mechanics to check the vehicle out. The fuel tank was broken, leaking fuel on my garage floor, and sending dangerous fumes into my garage of which the mechanic advised to keep the car parked outside. We took pictures, I called the store about the broken fuel tank, and the manager agreed to pick up the vehicle, replace the fuel tank.

Store picked up the vehicle on January 28, 2013 at their expense, (they charged me for the two prior towing services)

The store promised the vehicle will be ready on Wednesday January 31, 2013. By then, they didn’t have it ready or any clue of what was wrong with the vehicle, they were still trying to figure out what was wrong with the vehicle, after a salvage fuel tank had been installed.

On Saturday February 2nd, my wife called to find out how long they will keep trying to fix the vehicle. She was upset because they couldn’t fix the vehicle, but they kept the vehicle hostage for 10 days.

By 10 am on the same day, my wife looked thru the windows, and she saw her vehicle being dropped off by towing company in the drive way. The towing company driver ran away, he yelled from 100 yards away from the home, the keys are inside. They just dumped the vehicle in my drive way. He was going to drop the car in the middle of the driveway, with a dead battery, and blocking us from getting our rental car out of the garage. Why would you drop a car off with a dead batter and block any cars from leaving their own garage?

The manager told me to take it to the Dealer because problem was the computer again, the same wrong diagnosis. We had to get a new battery, bring another certified mechanic, to get the vehicle fixed. The problem was not the computer. It took $46 dollar to fix the problem, so far we have spent over $2000. Rentals, towing services, battery, parts and labor. All of this happened because your stores are stealing customer’s money with incorrect diagnosis. If your employees don’t know auto mechanics, they need to be doing another type of job.

We contacted the district manager. He would return a phone call by leaving store numbers as a call back numbers, every time we call the store, the district manager was gone. We would leave another message, but, we never got to talk to him. After chasing him all over the stores in [redacted], we give up, as it was obvious he was just trying to ignore us.

Now we are going to try the state of [redacted]’s district attorney’s office, to reach out for help. As well to help the rest of the senior’s ripped off left and right from businesses like yours. We seek a resolution, reimbursement for all the charges we incurred, and repayment of unnecessary rental expenses.Desired Settlement: reimbursement for all the charges we incurred, and repayment of unnecessary rental expenses.

Business

Response:

----- Original Message -----

From: [redacted]

Review: on 3/16/2013 my son took his car in to pep boys [redacted], for a check engine issue, and bad smell from car and oil change, there review of check engine light was a faulty sensor and did not have the time to run a diagnotic and was told too me and my son that the car was safe to drive and all fluids were fine even after I told them the car smelled funny on the phone , on 3/19/13 three days later the car's engine seized on my son when he was on the expressway driving 55 mph, where it almost caused a accident, we had it towed back to the same pep boys and I received a call a day after on 2/20/13 that the radiator was melted and it needed a new engine totaling 3500.00, I feel they did not do a correct oil change, check fluids or look into a check engine light , and said it was safe to drive, and putting my son in harms way

Product_Or_Service: car serviceDesired Settlement: DesiredSettlementID: Replacement

I would like the cars engine replaced because they missed fluid check and misdiagnosed the check engine light and advised us it was safe to drive

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 at our facility.

Our Divisional Vice President of Service, is working with [redacted], he has offered to replace the engine in the Elantra for $800.00. [redacted] has accepted this offer.

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.}

Review: My son who is in the Navy purchased a 68 Mustang for me before he was shipped off over seas . The clutch was bad so I took it to Pep Boys in ** and had it replaced with a warranty on it . I drove it to [redacted] and that next day the clutch would not shift out of 4th gear , meaning the clutch went bad in less than 2-3 days. I took it into Pep Boys on [redacted] a week ago and the car is still sitting outside in the parking lot . I spoke with several people there about the warranty and they've all said they cannot honor that warranty even though it states that my warranty on the clutch is NATIONWIDE covered by any Pep Boys . The car has not been checked or moved inside of shop to be looked at but they are telling me that it is NOW the transmission not the clutch . I've worked on cars all my life and I know that the clutch is bad but they refuse to replace it . Can someone PLEASE check into this ? I looked at their site and it is filled with bad reviews , not very good for a person who just paid almost $900 for a broken part .

Product_Or_Service: Clutch for 68 MustangDesired Settlement: DesiredSettlementID: Replacement

They need to honor their warranty like it states " Nationwide " . I'm not a rich man by any means , I would like my clutch replaced with a NEW clutch not USED clutch .

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 14, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] brought his vehicle to our facility in March, at that time the vehicle was smoking and stuck in 4th gear.

Service manager went out to the car and after 20 minutes of maneuvering the shift levers underneath the vehicle, he was able to get the trans to shift into neutral, and the vehicle was pushed into a parking spot. We explained to [redacted] that we would need to inspect the vehicle to determine the problem.

[redacted] left, but kept the vehicles keys, so we were unable to inspect the vehicle until he returned a week or so later. At that time we removed the trans to inspect and found the cause to be internal transmission failure, and that his flywheel had severe cracks, and damage.

Our [redacted] location had informed [redacted] that his flywheel was bad, when they installed the new clutch originally ( it is noted on his invoice from the [redacted] Pep boys location ) We offered to replace the clutch assembly parts under warranty, and that he would need to have the vehicle's transmission & flywheel both repaired or replaced. [redacted] agreed and stated that if we replaced the clutch that he would take the flywheel and have it repaired or replaced. And that we would install the new clutch assembly when he return with the flywheel. At that point he would have the vehicle towed to a transmission shop to have the transmission repaired.

It has been three weeks since the [redacted] has been back to our location. We have called [redacted] several times, but he has not returned with the flywheel assembly, so we can install the new clutch. We are waiting on [redacted] at this point.

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}