Pep Boys

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: 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: 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: 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: 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,

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 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: 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]

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.

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: 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: 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: 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: 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,

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: service paid for was not completed due to initial contract agreement. there for car has had to work harder under negligence of pep boys false service. did not change gaskets among other specified repairs. I was charged the sum of $478.08 Store ID # [redacted]

Product_Or_Service: auto repair

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Please call me ###-###-####.I would like a full refund asap! thank you

Business

Response:

Dear **. [redacted],

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

**. [redacted] brought his vehicle in April 30, 2013, and requested a tune up and a three step fuel cleaning. We recommended a valve cover gaskets due to gaskets leaking. Vehicle had a check engine light on and diagnosis was declined. Also the oil sending unit was leaking and was also declined. The Tune up, valve cover gaskets, 6 coil packs and fuel system cleaning were performed and we have had no complaints or calls from this **. [redacted].

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

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

Regards,

Customer Service Coordinator

Review: On Monday 10/27/14 I went to the Pep Boys in Orange CT for new windshield wipers and coolant for my car. I asked one of the boys behind the counter to help me find what size wipers I needed. The boys said that all 3, front and rear, were size 21 for mt [redacted]. I double checked this because I thought the rear was smaller. I get back home and try to install them myself, but I can't figure it out. I go back to the store and once again make sure I have the correct sizes, I do not. I was right, the rear was a 13, not 21. So I am refunded for that. While there I ask for them to be installed for me. At first the employee cannot get them to click in. He goes inside and gets me a different kind, so I am again refunded. He still can't get front ones to click in, but the rear one is fine, so the manager then comes over to install them. He can't get it so he goes back in the store and returns with yet another wiper. He finally gets it, or so I think. On Wednesday morning I am driving down the highway in the rain on my way to class and I hear a POP. The passenger side wiper comes off. Now I need to get to class and I can't turn the wipers off because I need to see out of the drivers side. Because the wiper did not come completely off, it was flopping around. The arm of the wiper scratched my windshield and the flopping wiper put a chip in my windshield. I go back to the store asking what they can do about this. They said all we can do is apologize and replace it. So one of the workers replaced the one that fell off and tested the driver's side one. Well he pulled the driver's side one right off because apparently that was also not properly installed. Now I assumed he also fixed the driver's side, but I got home and went to clean my windshield and that one came off. I called the store back and they asked me to come in AGAIN to replace that one too. All they did was apologize yet again. Now if the employees can't even properly install wipers, what makes anyone think I would go there to get anything serious with my car fixed? I would just like to know what I do about my scratched and chipped windshield, what if that chip starts a crack in my windshield?. I am grateful it was the passenger side wiper, because it could have been much worse for me if the improperly installed driver's side wiper also came off while I was driving in the pouring rain on a highway.Desired Settlement: I would like a refund for all of the wiper and a replacement windshield, not done by your company. I do not trust, anymore, that this company can properly replace my windshield, if you even offer that service. If the windshield is not replaced, I would like that chip repaired, again, not by this company.

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] was advised to get an estimate from [redacted] glass repair. [redacted] advised that she would contact [redacted] after the holiday.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 19132Phone: ###-###-####Fax: ###-###-####

Review: ON TUESDAY NOV 11 I CAME IN THE STORE AND ACKED WHAT KIND OF TIRE SPECIAL DO YOU HAVE ON TIRES.THE ASSISTANT MANAGER REPLYED ,WE HAVE BUY 3 GET ONE FREE.I THEN ASKED HOW MUCH,HE SAID 86.00 EACH,I THEN SAID DOES THAT INCLUDE MOUNTING ,BALANCING.HIS ANSWER WAS YES.I SAID OK DO IT.ALSO A OIL CHANGE HE SAID WOULD BE 19.00 SPECIAL.I SAID OK TO THOSE TERMS.3 TIMES 86.00 IS 258.00 ADD THE 19.00,IT COMES TO 277.00 ADD TAXES@9 PERCENT IS 24.93 MAKING THE TOTAL OF 301.93 . I HAD A 15.00 GIFT CARD BRINGING THE TOTAL TO 296.93.AT FIRSTTHE BILL WAS 477.00.I ALMOST CROCKED THEN.HE THEN "REDUCED" THE PRICE TO 377.56 THIS IS A DIFFERCE OF 80.63 YOU ALL OWN ME.THE TIRES ALSO PULL TO THE RIGHT AND THEY DIDNT DO THAT BEFORE I CAME IN THERE.I HAVE BEEN A LOYAL CUSTUMER FOR TEN YEARS.PLEASE TAKE CARE OF THIS.THE MANAGER ALSO TOOK OFF ANY AND ALL WARRENTYS OFF OF MY STATEMENT.THIS ALSO UPSETS ME I NOW DONT HAVE A WARRENTY,JUST BECAUSE I COMMPLAINED TO HIM ABOUT THE BILL.THIS WAS NOT WHAT I WAS PROMISED.PLEASE RETURN MY TIRES AND REFUND ALL.MY MONEY.OR AT LEAST PAY ME THE 80.63 AND GIVE ME THE ORIGINAL DEAL I WAS PROMISED.BUY THREE GET ONE FREE.AND THE MOUNTING BALANCING AND FREE ROTATION I WAS PROMISED BEFORE YOU ALL TOUCHED IT.IT DID NOT PULL THE THE RIGHT WHEN I PULLED IN THERE EITHER.THANK YOU AND GOOD DAYDesired Settlement: REFUND AND FIX THE UNBALANED TIRES AND MY WARRANTY I WAS PROMISED BEFORE YOU TOUCH IT

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on November 13 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and offered a refund for the tire installation.

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: THIS WAS ALMOST SETTELLED I RECEIVE THE MONEY I WAS OVERCHARGED.IM GOING TO OVERLOOK THE TIRE PULLING TO THE RIGHT,AS I NO LONGER TRUST THEM.THEY WANT TO "LINE UP MY FRONT END AT THE SAME COST AS I WAS REFUNDED'GO FIGURE.

Regards,

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.}

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.}