Pep Boys

Review: I took my car in to Pep boys in [redacted] for overheated engine. [redacted] at pep boys told me that I needed my radiator and thermostat to be replaced since that was where my coolant was leaking and once the car over heats, thermostat needed to be replaced. So I told him do everything they can do repair my car. After work, I picked up my car and drove home. My car was running okay but it was not the same any more. I assumed that once the engine over heats it doesnt run like it was before. The next day my car over heated again. I called Pep Boy and asked them why this was happening again. I had to tow my car to Pep Boys, then [redacted] the service Manager told me that lower radiator hose needed to be replaced. After some discussions and trying to find out why they could not catch this before, [redacted] agreed to replace the hose for free of charge. Few days passed and my car was not running smoothly, my transmission kept slipping on first gear. I figured I needed an oil change since my car went through over heat and at the same time have the service station check on my transmission.I took it to [redacted] recommended service station that had a high rating on yelp. (I will call them ** on [redacted]). ** checked on my car and found out several things that caught my attention. He told me that I had no fluid in my transmission which should have been refilled by pep boys after they changed my radiator. The car had a wrong coolant in the engine and my head gaskets were blown. ** told me that Nissan has specific coolant that they use and it was highly recommended to use the same coolant. I told ** that I had a block test on my initial visit to Pep boys and I paid for it but they did not find anything wrong. So ** told me that I either blew the head gasket the second time it overheated or the mechanic who replaced the radiator did not bleed it correctly and left some air pocket in the head gaskets which cause it to break.I called Pep Boys right away on Monday and left a message with [redacted] and he told me that I needed to speak to the service manager so I left a message. I received no return call so I left another message on Tuesday with [redacted] and Wednesday with [redacted]. I decided to drive to Pepboys that day. When I entered the store I was greeted by [redacted] the service manager. I explained to him about my unreturned messages and was furious about what they have done and what the outcome of repairs has done to my car.I told him that they have caused me additional repairs and money, which I dont have, to fix this problem. He told me that he needed to investigate and call me back in few days. I was hesitant at his response since he had never called me back for three days. It took Pepboys 5 days to call me, this is after I called them on the fifth day and left a message for [redacted].His response was that I refused to replace the hose on my first visit. The block test was done and there was no problem with the head gaskets which means I blew it when I overheated the second time, therefore the fault was on me. I was dumfounded with his remarks and the lousy so called investigation he came up with.I never refused any repair, in fact, I requested for everything to be done so that it was repaired.[redacted], the previous service manager, had replaced the hose for free but still missed that fact that my head gasket was blown. I was in rage at this time and explained my points about what undetected radiator hose had caused, lack of inspection in refilling my transmission fluid had almost damaged equipment and a wrong coolant was used for my car. It was obvious that the mechanic who worked on my car did not have enough experience to bleed the fluid from the head gasket.Finally, the store manager told me that he needed to investigate (AGAIN) and call me back. When I told him that I already waited 5 days, the phone was dead. He hung up on me in middle of my conversation..

Product_Or_Service: Head GasketsDesired Settlement: DesiredSettlementID: Refund

I want a refund of repairing my head gasket. I was told from the service station that it will cost $2,500 and up depending on the parts they need.

Business

Response:

Dear **. [redacted],

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

**. [redacted] came to our facility for a coolant evaluation, she called the prior day and spoke to [redacted] about an overheating issue and was advised to bring the vehicle in for an evaluation.

We performed a coolant evaluation, **. [redacted] also wanted a brake inspection. we found her radiator was cracked by the hose. she approved to have the radiator replaced also a thermostat and her rear brakes done.

The following day she called that her vehicle was over heating, but she was too far away. The service manager advised her to take her vehicle to the nearest Pep Boys, but to have it towed, do not drive the vehicle while over heating.

**. [redacted] did not have the vehicle towed back, but instead drove the vehicle back, we inspected the vehicle and found the radiator hose leaking. A hose was ordered not a stocking item and installed at no charge.

**. [redacted] drove her vehicle over heating before ever coming to our facility.

We find no wrong doing on behalf of Pep Boys and will not be responsible for repairs needed to **. [redacted]'s vehicle.

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

Regards,

Customer Service Coordinator

Review: I took my car to Pep Boys Auto on 10/12/13 for a transmission fluid drain/refill/filter change. I called them two hours later to check on my car and they said that it would take longer than usual because the mechanic working on it had placed the wrong gaskets. I picked it up approximately 1 1/2 hours later, took it home, and the next morning had a large puddle (approx. 1 quart) of red fluid under the car. I called them to report it and they told me to bring the car back. They looked at it and I spoke with someone on the phone who said that the bolts weren't tightened enough, causing the fluid to leak out. My 6transmission may have been compromised or permanently damaged by their shoddy, negligent work. I also had my car there for breaks in the spring and they damaged my rotors during a routine break job and replaced them for free. The is the second time that I have taken my car here just for routine maintenance when there was nothing wrong with it, and have taken home a car with a problem that was simply caused by the poor job that Pep Boys does. People like this should not be in business.Desired Settlement: Refund

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted]n on October 16, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] came in for service on October 12, 2013, She initially came in for an oil change. Upon the completion of our Multi Point Inspection we noticed the gasket for the trans filter to be leaking. We informed **. [redacted] of the issue and she approved the repair. That day **. [redacted] received an oil change and trans fluid exchange w/filter replacement. During which time her estimated wait time at initial time of quote had to be lengthened due to not having the correct gasket on hand at the moment.

**. [redacted] was notified that we had to order in the correct gasket and it would be roughly one and a half hours till completion from current time. We completed the service checked for leaks and test drove. Everything was OK at the time. The next day **. [redacted] brought it back and stated that she had noticed some trans fluid on the ground from where she normally park''s maybe a quart of fluid at the very most on the ground.

We inspected and found the source of the leak which was minimal. We fixed the leak cleaned and checked again for any further leaks. No further leaks were found at the time so **. [redacted] took the vehicle. I spoke with **. [redacted] on October 31, 2013, and she stated there had been no leaks since we last repaired her vehicle. But she felt there may be an issue in the future. We suggested for **. [redacted] to bring in the vehicle so we can inspect it together and check the current status at this time.

**. [redacted] came in on November 2, 2013. We did both notice residue, but no leaking at that time. We replaced the trans gasket again for safe measure and for peace of mind for **. [redacted]. After replacement we rechecked and found a sensor which is actually located above the trans pan gasket to be dripping very minimally. We removed roughly less than quart of fluid from the trans system. Then took the vehicle to the dealership to validate and get a second opinion on fluid level. Which they stated was ok at this time. No further leaks at all were noticed at this time transmission shifts and down shifts smoothly. We also rectified brake issue by replacing rear brake pads under warranty and no charge on the rear rotors. The rear rotors had never been replaced by us, but at this time were causing pulsation in the brake pedal. Vehicle was then test driven and no leaks found nor issue at all with brakes. **. [redacted] picked up the vehicle.

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

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: I went to Pep Boys on 1/12/2014 on [redacted], Florida [redacted] to get an oil change. I also requested to have my air conditioner checked. It cost me $50 to do the diagnostic. Pep Boys told me issue was air conditioner needs to be recharged and an a/c relay was needed and total cost would be $208.00.

I found that weird as the car only had 30,000 miles. It was a 2008 [redacted]. My wife brought car to another mechanic and he said issue was with an off/on switch

under the pedal area (no additional issues). This was specific issue when the heater is turned on. The issue was fixed for a few dollars.Desired Settlement: I am requesting a refund for the diagnostics of $50. The synthetic oil change was done for $70. I felt the mechanic at Pep Boys should of known it was a simple issue.

The mechanic should of checked on/off switch before running the diagnostic. The complete bill would cost me over $200.

I would appreciate assistance with this matter. Thank you for your time and attention.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] Boisvert on January 23, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] has been contacted and offered the refund he requested.

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

Regards,

Customer Service Coordinator

Review: Overview:

My 2006 Ford Mustang has been at the PEP Boys location in [redacted], GA ([redacted] Hwy) for two months. Each time I am informed that my car is repaired – totaling four so far, I have gone to pick it up and have found another issue; this last time, my AC was not working, the car stalled at 60 mph, and the car now makes a loud rattling noise! This has been the most frustrating process that I have ever gone through, and I continue to get different answers and versions pertaining to when my car will be repaired to a sufficient order and how my invoice totaled $732 when I have a warranty.

Background:

On or around 10/9/13, I had my 2006 Ford Mustang towed PEP Boys for repair. After a few hours of looking at the car, a technician from the store stated that I had bad spark plugs and that there was another issue dealing with them that he didn’t fully explain. I agreed to the repairs, and a few days later, I returned to pick up my car; sad to say though, the car was not repaired at all. The car was shaking and stalling, in addition to other problems that I could hear but could not be seen with the visible eye. At this point, I went back into the store – I wasn’t even out of the parking lot when I noticed these issues, and I let the technician know that the car was stalling. Needless to say, I was given a slew of excuses as to why it could be doing this or that, but they stated that they would check the car again.

A few days later, I was called and told that the car needed new fuel injectors and was told that two needed to be replaced. I ok’d these repairs. Again, upon pick up, my car was still having issues and I did not feel comfortable driving it off the lot.

Fast forward more days… my car warranty calls me to let me know that the engine on my car was being replaced; the techs at PEP Boys had never mentioned this, and it was only after receiving the call from my warranty company that I found that the engine would be replace. Up until this point, I had been very patient with them regarding the repairs, but this is where the things turned worse.

After the engine was finally replaced, a few weeks later, I was informed that there was a problem with the transmission in the car. According to one of the managers, one of the technicians did not replace a part on the transmission properly. I was told that I could either: 1. Pay for the repairs of the transmission – (i.e. the transmission that a PEP Boys technician messed up) in exchange for repairs on the engine being given to me for free, 2. Wait for the red tape of having to go through the warranty company possibly for the repair, or 3. Wait until corporate office authorized the charges for the repair. I opted for the latter, because I was not going to take responsibility for a repair that was caused by a PEP Boys technician.

So, over the last week, I have been continuously making calls between my warranty company and the PEP Boys location. After each call, I am even more confused. After the one of the latest attempts to pick up the car, after they claim it was repaired, I was told that my bill totaled around $84. When I returned, it had jumped to $732 – which I unknowingly paid for in the form of a gift card; the manager continues to insist that I knew these charges would be this high, but my warranty company has stated multiple times that I should not have been charged so much. Also, I was informed yesterday by the area manager and VP of the Southeast region for PEP Boys that I would receive an itemized receipt outlining how the $732 charge was calculated; according to them, PEP Boys overcharged the warranty company. However, they cannot say to what parts the $732 will be applied, and the receipt that I was provided with shows that I should have only paid $68.25. Also, they have been very reluctant to provide paper work on the transmission that they messed up, and when I spoke to the on-site manager, he alluded to the fact that the transmission was used already, so it was as though he was doing me a favor in replacing a part that his technicians ruined.

After meeting the VP and the area manager yesterday (12/5/13), I was assured that my car would be ready and in great running order. Well, I picked up the car and now my air conditioner does not work, the car stalls out at 60 mph, and there is heat coming back into the vehicle that is overwhelming. I had to return the car back to the PEP Boys location.Desired Settlement: The car is now back at the PEP Boys location in [redacted], and I honestly do not know when I will ever be able to drive my car. I really just want to see an end to this nightmare; I would really appreciate it if they properly fix my car, as well as provide adequate documentation outlining all of the parts that the warranty covered and did not cover, so that I can have a peace of mind.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 6, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

A claim was entered and a claims adjuster inspected the vehicle and found vehicle was functioning properly.

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:

1. The car was not fully functioning as the PEP Boys representative indicated; to my knowledge, the inspection was made on 12/5/13 not 12/6/13. I returned my car the night of 12/5/13, as I stated before, because the AC was not working at all, the car stalled at 60 mph, and there was heat coming back into the car. I had been informed by the Area Director, **. [redacted] - earlier that day - that all of the issues that I was having with the car would be addressed and fixed before the end of day on 12/5/13; as I said, they were not.

2. I STILL HAVE NOT received the documentation that I was promised by the VP of the Southeast Region and **. [redacted]. I paid $732 for a gift card, and the company has continuously failed to supply adequate itemized documentation to support what parts were not covered by my warranty company or documentation pertaining to the transmission that one of their technicians messed up. They've already admitted that the warranty company was overcharged; so, it would be good to know how I am responsible for such much money out of pocket.

I do not believe that these requests for information are not unreasonable; I chose to bring my car to PEP Boys because it's a national chain, and I thought that this would be a quick fix and easy process. As I said before, it has been a nightmare, and all I ask if for the documentation to be provided so that I can pick up my car with confidence.

Regards,

Review: I went there with both of my cars a few times, good service , but always underestimated how long it would take for the service. Not a big problem though, without an appointment.

I complained one day that it was taking a long time and the manager gave me a free wheel alignment and took money off the bill, but also said he was going to take the mechanics commission for being too slow.

This concerned me since my car was still in there being cared for by the mechanic? It would be like sending your food back to the kitchen after complaining and telling the chef he was not going to get paid, but hurry up .

When I picked my car up and went to use the windshield wipers, wires were hanging out of the engine. They said it was the old wires and they replaced them? I went in for my tires?

The next problem is that I kept hearing a metallic scraping sound and pulled over and found that my transmission fluid spout used to add fluid or check fluid had been deliberately cut, yes cut off and that was dragging under my car?

Of course , Pep boys denied any liability for it and I had to file a police report with the Coral Springs police department, call pep boys corporate and will file a civil suit .

Get your car checked if you had service at Pep boys.

When was the last time you actually checked your transmission fluid level? I would not have noticed this if it wasn't making noise?

What would be the benefit of this for Pep Bpoys or the mechanic?

About $2500 for a new transmission... One of the highest end things they do ?

Just think every puddle you hit splashes a little water up in to the engine and drop after drop floods your transmission fluid with water and ruins the transmission over time. Then when it fails, you go back not even thinking they did this to your car?

Seriously , just take a look at your car to see? Hopefully it was just a rouge angry mechanic and not a business practice at PEP Boys.

Sincerely

**. Sorry I trusted PEP boys and dared to complain when they did not meet my expectations!Desired Settlement: I would like my transmission fluid changed and the transmission fluid fill spout and dip stick repaired by another company and Pep Boys to pay the bill for the repairs and transmission fluid change.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. Robert [redacted] on March 27. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The Service technician has too much to lose by tampering with a customers vehicle and all our work is on CCTV. Our technicians are certified mechanics who cannot and will not jeopardize their job. The technician was changing the brake sensor but it routed a special was so the tech left the old one to follow the routing and left it there. A month later **. [redacted] returned and the Manager took **. [redacted] to the shop and showed him the old wires and also that it was impossible for the technician to break the transmission dipstick. We find no wrong doing on behalf of Pep Boys and no refunds or repairs are due. We again apologize as well as thank **.[redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Review: Time issues treatment and inappropriate conduct.

This is the email I sent to their corporate office. I went to the location 4 times.

The first time I made an appointment to have my car receive the state inspection since I am new to Maryland. I made the appointment for 10 am on April 24th. My husband and I arrived there a couple min before our appointment. I was told there were two cars in front of me. I thought that was odd since they knew that I was coming because he looked up my name in the the computer and saw the 10 o'clock appointment. I thought well maybe this wont take very long since he said it would be an hour and a half before they could bring the car in. Well three hours later is when we finally left there. I know doing the inspections take time but three hours with an appointment is just ridiculous! They did find something wrong with my exhaust and recommended I go to some Joe schmoe down the road to repair it and it would cost less then the dealership. This was untrue since the standard warranty on [redacted]'s is 8 years 80,000 mile. I paid nothing at my dealer for the repair. Also they told me at the pep boys that if we brought it in after the repair we would not have to pay anything at all once we brought it back in after the repair.

The next two times we drove back in after the repair that one person that they have that can do state inspections was not there. I understand the first time he doesn't work on weekends. So we came the following Friday when my husband had off. He apparently called in that day. Which is fine I understand about calling in and that is none of my business. My problem is this, one why does a chain store or even franchise what ever it is only have one guy who can do a state inspection, and two the guy behind the counter said if we came right when they opened Monday we would be in and out really quick since he only had to look at one thing on our vehicle.

The final time my husband went was today which is the following Monday. He got there at 7:45 am about 15 min before they opened. What the guy said about getting looked at quickly was so beyond untrue. First he finds out there is a car that was not finished with it's state inspection from before. Which by reason of deduction that car had been there since Thursday which means they knew he would not be the first to be looked at Monday. Fine whatever they said oh yeah it will be about an hour. They didn't pull the car in till two hours later. Then surprise surprise it finally only took them 15min to look at our to finish. My husband found out that the car in front of his had something wrong so they called that person to authorize repair work which they did before looking at our car. I would normally say okay, but I think if you only have one guy that can do inspections and at least two other guys who can't then have them do the repairs while guy A looks at one thing on a car! So my husband had to sit at that same store another two hours and 15 min. If you aren't keeping track at this point that is a total of 5 hours and 15 min for a state inspection. Then he get's charged $15 for a garage fee today. I would say no big deal, but the first time around I specifically asked if we would be charged anything when we came back he said we wouldn't. Not oh yeah just a $15 fee he said nothing!!!! Oh and plus while my husband was waiting to be checked in in the first place your guys were all up at the desk just chit chatting about other customers in front of my husband. Not bad if they would have one acknowledged him and two if they were saying nice things about customers instead of talking bad about customers. All in front of my husband, another customer!!! Oh and the manager asked a guy if he had damaged a woman's tire while he was working on it the guy said "yes, but we shouldn't have to worry about it cause she signed paperwork." Really???

I can guarantee that I will never ever be going back to another pep boys again, and I willDesired Settlement: I would like them to adjust their conduct in both service and customer service. I would at the very least like my $15 dollars back if not the total cost for the state inspection. I am aware they did the work but the time that was wasted driving back and fourth and sitting there was way out of control. I would like to have them fix whoever tire they damaged cause that is not right!!!

Business

Response:

Dear [redacted],We are in receipt of the

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

would like to apologize to **. [redacted] for any inconvenience she may have

experienced at our Pep Boys facility. **. [redacted] was contacted and received a full

refund. We again apologize as well as thank **. [redacted] for allowing

us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: I had vehicle problems on Monday May 12th after 5pm. It was overheating. I called PepBoys and was told they could run a diagnostic and let me know what needed to be done. I made arrangements to have a family member follow me to the location and bring a new radiator I had purchased in case that was the problem. I agreed to the diagnostic...they said to replace the radiator which I had the part so I authorized the work. I never was given any diagnostic to review. They replaced the radiator and said everything was fine now and sent me on my way. The truck overheated and I had it towed back to PepBoys Tuesday. The manager said the head gasket must be going out and gave me an estimate of $1600 to fix the truck. I called family and they sent me to a certified mechanic who ran a diagnostic and showed me the paperwork that it was the thermostat causing my problem. I paid to have it replaced and got a statement to him as to this was the issue. I left and returned to PepBoys I spoke to the manager and he agreed to refund it. I was only given a partial refund which I was surprised because he agreed to refund the Monday night issue and swore at me the head gasket was going out but whatever. I really feel other people need to be aware of the bad service and the fact they didnt even try to figure out my car issue they were trying to make money and not fix my problem.

Product_Or_Service: Vehicle OVERHEATING--LABOR TO REPAIRDesired Settlement: DesiredSettlementID: Refund

I feel that the whole thing should be refunded not $79,. the entire 200 I spent wasnt even needed and they didnt try to fix my car properly

Business

Response:

Dear [redacted]We are in receipt of the

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

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

Boys facility. [redacted] was given a Customer satisfaction refund.

We again

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

address his concerns. Regards, [redacted] Customer Service Coordinator

Review: On Saturday May 3rd I purchased a used [redacted] pickup truck from a dealership. The truck had been detailed by the dealership, with a clean interior and undamaged leather upholstery. On Sunday May 4th, 2014 I took my [redacted] truck to Pepboys for an alignment service. After paying for the service we were handed the keys and returned to the truck to find the drivers seat was soiled and had a 1 inch cut the the cushion. We immediately walked back into the store and asked for a manager to inform him what we found. The manager looked at the cut and grime and took a picture of the damage. He initially told us that they have no liability for damage their employees cause. After arguing with him, he agreed to submit a damage claim to their corporate offices, but refused to give me any paperwork or claim number. On May 16th I spoke with a claims representative from Pepboys who told me my claim was denied. She said their was no photos from immediately before the truck was brought into service to prove the seat was clean and undamaged, and besides it's a used vehicle. I asked if there was anyone else to whom I could appeal her decision and was told to try my luck in court. She gave me their corporate address and hung up on me.

Product_Or_Service: Wheel Alignment - damaged seat doing work

Order_Number: company refused to t

Account_Number: company refused to tDesired Settlement: DesiredSettlementID: Other (requires explanation)

The company should pay for the seat to be repaired and cleaned. I believe the cost is under $200.

Business

Response:

Dear [redacted],We are in receipt of the

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

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

Boys facility. After further review

of [redacted]s claim, it was found that there is no evidence that the technician

could have damaged the seat. We are again denying this claim.We again

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

his concerns. Regards, [redacted] Customer Service Coordinator

Review: It all started when I had to bring my wife's car in for a leak. We could smell fuel coming from the car. Pep Boys said the issue was coming from a leaking fuel pump and they needed to replace it. Before we brought the car in, it was running fine other than the smell of fuel leaking. So Pep Boys went ahead and replaced the fuel pump. I picked the car up and drove it home. The car was now jerking and sputtering. They took the car back and called me back the next day stating that the fuel pump was fine, the new problem seems to stem from a bad gasket in the Manifold Intake. I told Christian that the car had never done that prior to the fuel pump replacement, but he stated that them Mechanic had checked the pressure and it was good. So they went ahead and replaced the gaskets and I picked the car back up. I drove the car off the lot and immediately brought it back saying that the same problem is sill occurring. Christian took the keys and said he would talk t the mechanic. The next day, Christian said the issue appeared to be something with the install of the gasket on the manifold intake, and they had corrected the issue and the car was ready. I picked the car back up and started to drive home, and again, the car was sputtering, jerking, and would not accelerate. All signs of a faulty fuel pump. This time I waited a day or two before contacting Pep Boys again because I was considering taking the vehicle elsewhere, except I was already $782 dollars in the whole with Pep Boys. So, I decided to take the car back and I told Christian that the car was starving for gas and it appeared to be an issue with the fuel pump. He again said that they checked the pressure of the fuel pump so that was not the problem. The took the car back for a 4th time. A service rep contacted me a day or two later and said that they have figured out what was wrong with the car. She stated that it appeared to be an issue with the Air flow sensors and that would be an additional charge. I said that was not going to happen......Desired Settlement: Spoke to Christian after this 4th visit, and he said that the problem also seemed to be from where the mechanic had cracked the manifold intake. The car was given back to me nearly two weeks later. Still wasn't working. This time I spoke to Christian and he refunded my money and said they had done everything. I took the car to [redacted], the car was fix and the car was fixed within 3 hours by replacing the faulty fuel pump that Pep Boys put on. I want Pep Boys to reimburse me for [redacted] cost.

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.

We replaced a fuel pump, after that repair it was found that the vehicle needed manifold intake repair. [redacted] stated he continued to have issues and took his vehicle to [redacted] and had the fuel pump replaced. [redacted] was given a full refund for the fuel pump and was not charged for the manifold repair.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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: 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: I paid for 4 new tires, alignment and a tire balance from Pepboys on the (3/31/13). The service that was rendered to me was unsatisfactory. Once I got in my car and drove home which is an hour and half away. I felt my car vibrating through the steering wheel. When I got home, I notice that I would have to drive through [redacted] the following weekend so I made an appointment on Sunday to have them recheck their work (4/7/13). The service desk was improperly manned to handle the demand of this day and I felt my vehicle was rushed through. On my way to [redacted], my car was doing the same thing even through they said it was corrected.Desired Settlement: I would like from them to refund the money that I spent on balancing/alignment plus labor for my inconvience. Total: $12.99ea ($51.96), and $69.99 for the alignment. Final total: 121.95

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated April 16 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

The Service manager made contact with [redacted] and offered a refund for the alignment and balance, total refund $121.95

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Consumer

Response:

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

Regards,

Review: Pepboys inspected my vehicle and gave me a quote for $1,189.30. When I returned to Pepboys, the technicians had added $899.33 additional services/repair costs. The oil drain plug, valve cover gasket, & a few other things had been added without my consent. I received the vehicle and was told that everything was perfect in the car no leaks no issues. The second time I returned to pepboys(Ref# [redacted]), the next day because the car was driving erratically, which the vehicle had not been doing before. The technician said that I needed a break booster and oil pressure switch, but the vehicle was in great mechanical condition. On the way home I realized Jose left off the oil cap and there was engine oil covering the engine. Only 2 quarts were inside the actual engine. When I returned to Pepboys because the car was still barely running, I informed Jose about the situation and the manager informed me that the oil was from the oil pressure switch not the missing oil cap section, covered with fluid. The manager said the switch had plastic melted where the fluid leaked out and would not give cash back for the oil lost.After 4 days of not driving the vehicle, Pepboys agreed to fix the oil pressure switch for free. Little did they know the problem was already fixed and I have receipts to prove it. When I received the "damaged" Oil pressure switch back I inspected it (because it was 100% functional and not burnt or melted) and saved it for recording purposes. Less than 2 weeks later the engine blows, Pepboys still claimed the car was 100% functional and had no leaks when they gave it back to me. If the car was 100% when they last had it, why was the engine blown directly after repairs? I towed the car to Pepboys and it took them 3 days to start. They never inspected the valve cover gasket, driving chains that were replaced, or the engine. Pepboys only checked the water pump, or so it was claimed. Each time I was given quotes, it was less than the actual bill.

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

Jose G[redacted] worded, that if I received the Pepboys credit card, I would not have to pay for 6 mos without financing. After the repairs, the price was higher and I felt undue pressure to get this just so I could have my vehicle back. I am now being harassed 5 times daily by the credit card company for a payment. I've tried to resolve the issue by phone and online. I no longer have the vehicle because of Pepboys neglecting the repairs. I would l

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 7 , 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

Consumer

Response:

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

Regards,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Dear [redacted],

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

[redacted] brought his vehicle in because the vehicle was stalling, and losing coolant and oil. before we could diagnose stalling, we first had to repair coolant and oil leak before we could go any further with diagnosis . we found code p0175 front bank fuel system to rich ,p0172 rear bank fuel system to rich after pin point test, we found two bad injectors. [redacted] supplied the parts ..while we performed diagnosis, vehicle was leaking coolant and oil ,replaced 4 hoses, two to the throttle body and two to the trans cooler all 4 hoses were coolant related hoses ..removed and reinstalled oil sender switch o ring ,was out of place and leaking oil ..we performed a block test and vehicle passed on the first visit, [redacted] had MAJOR repairs done elsewhere "engine overhaul".

[redacted] returned around a week later, stating his check engine light was on. Upon diagnosis, the vehicle failed the block test, [redacted] declined our recommendation to tear down the engine, stating he would take it back to the place who overhauled motor ...[redacted] returned back and stated the other shop was taking care of the concern under warranty, but he wanted his money back for what we did..

We replaced hoses that were leaking coolant, that we purchased from the [redacted] dealer ,we charged [redacted] labor for the injectors that were bad. These services were rendered as [redacted] approved.

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

Regards,

Customer Service Coordinator

Review: Pep Boys installed a fuel pump in my truck on 4/7; On 4/8 I returned to Pep Boys cause the fuel indicator was not working and the truck was still running bad; [redacted] the service advisor informed me that the fuel pump that was just installed the previous day was defective and they would have to order one from the warehouse; [redacted] told me to bring the vehicle back on 4/9 to have the fuel pump replaced; On the morning of 4/9 the truck would not drive; I called Pep Boys to have it towed in; The evening of 4/9 I call to check on the vehicle and was informed that the fuel pump had not come in yet and to check back on 4/10; on 4/10 I called to check on the vehicle and again was informed that the fuel pump was not in and my vehicle was still not ready. I call the customer care line to make a complaint because the fuel pump was paid for on 4/7 and I still was without a vehicle on 4/10; I was told that I would hear something in 48 hours; I called the store on 4/11 and was informed that the reason my gas light was on was because I needed to have my cluster repaired, and that the fuel pump had been replaced and is working properly; I was also informed that I owed them $30 dollars in gas that they put in the vehicle to test the gas indicator; After going back and forth with the store manager [redacted] he said for me to just come get the vehicle it was ready for pick up and not to worry about the gas; I went to pick up the vehicle the evening of 4/11; When I got in to drive the vehicle it would not move when I put it in drive; I went back inside to tell the clerk and he said he would check it out; The clerk informed me that he looked at it but couldn't see anything wrong that he could fix, and that if I left it he would have his Master tech look at it the morning of 4/12; I left the vehicle; I received a call from the store manager [redacted] stating there appears to be damage to the transmission and he was not going to put in a new transmission; I informed [redacted] that the transmission was working properly before the defective fuel pump was installed; I informed [redacted] that I would contact Pep Boys customer service to assist with this;

I have been without a vehicle for 5 days because Pep Boy installed a defective Fuel Pump and charged me over $700 for it. Now it appears the defective fuel pump has led to another needed repair; I'm not a mechanic but I know that due to a defective part additional damage has occurred to the vehicle; I would like my Transmission and my gas indicator repaired to the way it was when I brought my vehicle inDesired Settlement: For Pep Boys to repair my vehicle correctly

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 12 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] drove his vehicle to our facility and requested a fuel pump to be installed on his vehicle (no diagnostic done by ( Pep Boys)

after bringing the vehicle into the shop the technician advised [redacted] of possible transmission problem, [redacted] stated that the engine and transmission were replaced recently.

After fuel pump installation [redacted] left and returned on Monday April . 8, stating the fuel gauge was not working at that time, a new fuel pump was ordered and [redacted] would be notified for replacement when pump was available

[redacted] than had the vehicle towed to back to pep boys on Tuesday April 9, we are not sure why the vehicle was towed in, because we drove the vehicle in to the shop.

A new pump was installed on Thursday April 11 and [redacted] was notified that problem was not with pump, but with instrument cluster (none of the gauges working)

When [redacted] returned to pick up his vehicle, he came back in stated vehicle was not moving, the technician again advised [redacted] that he had a transmission issue

[redacted] than put in a complaint and because the Area Director was not available at that time, the service manager at another location made the decision to refund [redacted] in full, and [redacted] advised him that he was taking his vehicle to a transmission shop.

[redacted] has a new fuel pump and a full refund, no further repairs or refunds are due.

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

Regards,

Customer Service Coordinator

Review: This company provided me with a part for my car that FAILED in less than half the mileage of the previous part replaced in 2008 (a water pump), and when I brought my car in for an estimate of the repairs I was given an estimate that included unnecessary parts to be replaced, and labor costs that exceeded the actual necessary labor 2.5 times over (labor costs estimated were over 4 and a half hours worth of work for less than the under two hours of work it would take to perform the task).

I have sent a letter to the CEO of the company to bring his fraudulent practices by his employees and management and the faulty nature of his products to his attention.Desired Settlement: I simply want a refund of the cost of the Lifetime Warranty Guaranteed water pumps I was sold by this company, a total of $77.39 for parts replaced in 2003 and 2008 that failed.

Business

Response:

Dear [redacted]

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

In order to further assist [redacted] we will need him to provide us with the location of the Pep Boys he visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: Repaired AC 8/28/12 = [redacted], $524.41.Repeat AC repair 7/18/13 = [redacted] , $549.18Part of the work included replacing AC Line that feed the air all the way in back of 07 Dodge Grand Caravan. AC was recharged after repairs and worked fine till We used it this 4th of July weekend while traveling, it stopped cooling. Keep in mind we barely used it because it was repaired Aug 28th and we didn't have warm weather till about the beginning of July. So I called PB's and explained the symptoms and was told it sounded like the compressor was bad. Bought a compressor and made appointment to have the AC repaired. PB's 4 times, 1st time stating around $300 to repair. I asked if that was the labor costs for installing the compressor. The tech stated he didn't know the compressor was bad. I explained what the person told me on the phone about a bad compressor the day before while making the appointment. The tech said he would charge $25.00 to explore a bad compressor issue. Which confused me because He just stated it would cost about $300 to fix the AC.I stated it's OK to charge $25 as long as it comes off the bill if we move forward with the repairs. He called back stating a AC line was plugged and needed to be replaced. Quote another price and said he had the parts and could get it repaired by noon. Called back again and quoted another price because he forgot to include a dryer. Stating it's MANDITORY the DRYER gets replaced to avoid any contaminants in the line.'' This comment is critical because they Didn't replace the dryer during the 8/28/2012 repairs. PB called again to say the AC line cost was higher than he quoted ,so cost went up again. By this time we got the Manager involved but after a number of conversations didn't receive any support to resolve the repeated miscommunication of costs. We looked up 8/28 repairs WO and found, the DRYER WASN'T replaced. According to their Tech , would cause this line being plugged. So repair costs should be theres'.

Product_Or_Service: AC Repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund

Business

Response:

Dear **. [redacted],

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

In order to further assist **. [redacted] we will need her to provide us with the location of the Pep Boys she visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator

Review: I have been going to pep boys for a long time now and lately I have not been impressed by the service. Back in Nov. I had to get 3 new tires but went ahead with the deal that they had if you buy 4 tires the 4th is free. Not only did I not receive my 4th tire for free I also requested that my one good tire be put in my trunk. I never thought to check to see if my tire was placed in the trunk, and I was never told that I had to send in a re-bate to receive the 4th tire for free until it was too late. A few weeks later I got a flat tire, the tire was beyond repair and I had to buy another one. (This is when it was discovered that my old tire was not in my trunk.) When I told the person working behind the counter what had happened he only apologized.

Then a few months ago my husband took his car in for an oil change and tire rotation, apparently the mechanic kept his wheel lock and this was not discovered until he needed to get his breaks replaced. The person working the counter said their system showed no record of the tires being rotated and that there was nothing they could do. This is the only place we take our cars so we know they were the last to use the tire lock. We know the tires were rotated because there is a slow leak that use to be in the back tire that is now in the front tire. We cannot find a replacement lock, these are custom tires and we are going to have to get each broken off then trun around and buy new ones.

The most recent issue I have had with pep boys was I took my car in for an oil change, I told them my car did not sound good and asked that they looked into it. When I picked my car up I was charged for the oil change I asked what they found about the noise and was told there is nothing on here the car is fine. The next day my car broke down on my way to work. I am 8 months pregnant and was left on the side of I95 because pep boys failed to do their job.Desired Settlement: I would like my wheel locks replaced. I would like compensation or store credit to accommodate all of the issues I have had.

Business

Response:

Dear **. [redacted],

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

**. [redacted] was given a refund of $102.99

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

Regards,

Customer Service Coordinator

Review: Made an appointment on for oil change, tire rotation and vehicle check. Broke my stud on the wheel replacing tire. Oil filter leaking and oil black.

I took my vehicle to pep boys to have an oil change tire rotation and vehicle inspection on 10-22-13. T

got a call saying my vehicle was completed. When I talked to [redacted] Service manager, he said the mechanic had broken a stud on my wheel putting it back on. I picked up the vehicle because I had to go to work. I noticed that oil was leaking from the new oil filter. On 10-26 13 the leak was worse and my oil was black.

I called an made an appointment on 10-28-13 to have it checked. I went to the store and told him it was leaking and I wanted my stud on my vehicle replaced because they broke it. **. [redacted] told me we have another issue. That when the mechanic drove my vehicle in to do the work he was bitten up by bugs and refused to drive my vehicle into fix the problem and threw my keys at me. I talked to the store manager and showed him the oil and said it should not be black. I have no bug infestation in my vehicle and drive it everyday.If I did I would have bites on me which I do not. Perhaps they were in his clothes. When he called me to pick of the vehicle he made no mention of a bug infestation. I am very offended that **. [redacted] would even accuse me of that and he is looking for an excuse to get out of doing the work properly.Desired Settlement: Fix the stud on my wheel, put proper clean oil in vehicle and replace proper filter and do the vehicle inspection.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office [redacted] on October 22, 2013. We would like to apologize to [redacted] for inconvenience she may have experienced at our facility.

On November 1, 2013 the oil change was done and an appointment has been set for the wheel stud.

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

Regards,

Customer Service Coordinator