Pep Boys

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

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

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

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

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

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

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

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

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

Business

Response:

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

From: [redacted]

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

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

ORDER NUMBER: [redacted]

TRACKING NUMBER: [redacted]



Ship To Address: [redacted]

Shipping Method GROUND Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Spectra Premium Radiator

1

$42.99

25% off orders over $100

$10.75

[redacted] 10x20 Canopy

1

$94.99

25% off orders over $100

$23.75



SUBTOTAL

$103.48

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$7.24

LOCAL SALES TAX

$2.85

Total

Prior to any applicable Mail-in Rebate

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

Business

Response:

Dear [redacted],

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

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

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

Regards,

Alexis Harper

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

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

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

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

Business

Response:

[redacted],

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

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

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Consumer

Response:

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

Review: I 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: 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: 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: 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: I Brought my car to Pepboys for a diagnostic and to eventually repair my car issue because I had a check engine light and I noticed I had a decrease in engine power and gas mileage. I dropped it off and later that day received a phone call from pepboys. I was told I needed 2 solenoid sensors that would cost $240 a piece from the dealership. The overall cost of the repair was about $700 so I told them I would buy the parts and bring my car back because they didnt have the parts and I could probably get them cheaper online. Pepboys provided the part description and part number of the parts for me to find. About a week later I received the parts and made an appointment for pepboys to do the labor for installing the sensors. After dropping it off I called only to find out the parts they told me to get were the wrong parts and I needed 2 different sensors. I took back the sensors and brought them the 2 sensors they required the next day. After dropping it off again I was told that they needed 2 more sensors and that my problem would reappear. I told them they needed to fix this and it was not my fault that they did no research into what parts I really needed. I have yet to hear from a manager or district director about my issue and I have called customer relations 4 times with no response from the company. I still have a check engine light and I want this fixed but I dont think it should come out of my pocket after over 600 I have already spent. This company has taken no responsibility for its work and mishandling of my situation.Desired Settlement: I want my vehicle fixed and given a warranty that nothing will happen as a result of an employee upset regarding the complaints I have filed. I also asked for a tune-up which they have agreed to do.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on July 7, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility.**. [redacted] was given a full refund for the services rendered.

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

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: Last year I took my car into a pep boys location in [redacted], FL to be serviced. (About $600) I had new shocks and struts installed, but when I left the shop there was a loud screeching/grinding noise coming from the front passenger wheel. The next day I brought the car back in to be fixed, and when I left the second time, the car's alignment was severely misaligned. There had been no problem with the alignment previously. I took the time out of my busy schedule again to go back a third time to have the alignment fixed, I was kept waiting for hours, and every member of the staff was rude to me on every visit. Even the first one. The car's alignment still wasn't fixed, so I posted a complaint online and was contacted by customer support who connected me to the district manager. He told me I could take my car into another pep boys in the area and they would fix it for free. I told him I wanted a refund for the $100 I was charged for the first alignment, and I wanted him to pay for my regular auto shop to correct the alignment. He said no, and told me to call him when I was ready to bring my car into a shop. I called him several times to try to make an appointment, and he just kept saying, "Okay, call me on __(day I wanted the appointment)____, and I'll call them on that day." I did not have time to wait around for another three hours while rude men possibly fixed or made worse the alignment on my car. After almost a month of these phone calls where I could not make an appointment, I gave up and went to my regular mechanic, who fixed the alignment, and was nice to me about it. I never got any money back, and I spent another $100 on the last realignment.

This year, a few weeks ago, the same wheel began screeching in the same way as before. I have had no other mechanical proble** in the past year, nor have I been in any accidents. The car has been in my family since 2007, and it has never had this problem before. No one drives this car besides me, and my weekly commute miles total less than 35. I am a very busy woman, with two jobs, and I am a full time student. Even making time between 9am and 9pm to call pep boys hotline can be a strain. I have called three times about this new development in the past few weeks, and no one has responded to me.Desired Settlement: I want to take my car to my mechanic, have him fix the problem with the wheel, and have pep boys pay for it. My mechanic is within walking distance of my home, and is therefore convenient for me. Ideally, I would also like my $600 back.

Business

Response:

[redacted]

We are in receipt of the complaint sent to your office **. [redacted] on November 27, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] came in a year ago requesting struts replaced, we installed the struts,a diagnosis was never done, due to this being the request of **. [redacted].

**. [redacted] called last year and stated that her alignment was not correct. We called **. [redacted] and asked her to bring her vehicle back so we could verify the problem, but **. [redacted] refused, that is when [redacted] the Area Director took over. **. [redacted] wanted her money back and her request was denied.,

The Area Director suggested **. [redacted] take her vehicle to another Pep Boys location, but **. [redacted] never returned. We are not sure what store or person **. [redacted] has been calling recently, but she has not made attempt for us to re look at the vehicle to see if it was the struts that she requested was making the noise or if there is another problem with the vehicle.

This request is denied, due to no proof that there is a problem or a receipt that she another shop has replaced the struts that we installed.

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

Regards,

Customer Service Coordinator

Review: To Whom it May Concern, I have hit a wall in my attempt to get resolution regarding a situation Iam involved in with Pep Boys on [redacted] Rd. I have been in contact with the store manager, the service manager, the district manager, and most recently, the west coast division manager, regarding the very poor customer service affordedto me by this location since the beginning of 2013. I truly believe I have been wronged and am up against a huge corporation that does not seem to be taking my complaint seriously. I am seeking the help of the Revdex.com in finding resolution in this dispute. I have receipts and correspondence that I canprovide if you choose to pursue my case. I am employed as a zoo keeper at [redacted] Wildlife Park in [redacted], Arizona. As an exotic animal keeper, I do not make much money (most of us are not in this field for a big salary), and therefore, I am very careful with all of my purchases- big or small. I drove a 1995 Honda Accord until it began to fall apart (literally) at the end of last year. I decided to purchase a vehicle from a private seller to avoid paying exorbitant dealer taxes and fees. After much research andconsideration, I decided to look into purchasing a 2004 Nissan Murano from a gentleman in [redacted]. I bought and reviewed the CARFAX, read the online reviews, and took the car for a long test drive. Even after taking these measures,I was still weary of making the purchase (this was the first car I would buy in my adult life). I called 4 or 5 shops in the [redacted] area to see what type of inspection they offered for a used vehicle that was intended for purchase.When I spoke to the service manager at Pep Boys, I asked a lot of questions. He told me that Pep Boys offered the perfect service for me- the Preventative Maintenance and Safety Inspection. He told me that the technicians would remove my tires to inspect the brakes, would check all fluid levels and hoses, and would tell me if the car was overall in good condition. When I asked if the tech would be able to advise me to either purchase the vehicle or not, he toldme that he or she would do just that. This inspection is billed as a "high level visual check of a vehicle"... I can assure you that I did not receive what I paid for. When I met the seller at the store, the car was already up on a lift and the inspection was underway. Apparently, the seller (a stranger to me) had already spoken to the tech and arranged for the inspection to begin. We waited about 20minutes or so and when the tech returned to go over his findings with me, he informed me that my rear shocks were starting to leak and that my lower control arm would need to be repaired within the next couple of years. He split his attention between entering things into his computer and a conversation he was having with another employee. After the brief explanation he gave, I asked if he believed the car was in good condition to which he replied "Yeah, it's a good car". He then gave me my receipt and turned away to continue his conversation. I purchased the vehicle a few days later, confident that I had made a responsible decision. After having the car for a few weeks, I brought the zoo mechanic over to see my big purchase. He took one look inside one of the wheel wells and told me that my brake pads were dangerously low- that he could see "metal grinding on metal". He also showed me a considerable amount of rust that was all over the visible brake components. I called Pep Boys a few days later, frustrated with the fact that brakes I paid to have inspected were in one mechanic's words "unsafeto drive with". [redacted], the store manager, called me right away and was very apologetic at first. He told me to bring the vehicle back to the store for a more thorough inspection. I was forced to delay this appointment for a couple of weeks due to a pre-planned trip out of state for the holidays. As soon as I returned to Arizona, I dropped the vehicle off at the [redacted] store and spent the daywith my fiance in [redacted]. I did not hear from [redacted] until close to 5 p.m. when he informed me that yes, my brake pads were in fact in need of replacement and that "one of my calipers was so rusty that it literally disintegrated in thetech's hands". When I asked him how this could have been overlooked in the initial inspection, he simply said "it see** like the tech didn't remove the tires that day to look at the brakes- I am not sure why and will look into it". Hethen offered me a "generous discount of 10% on parts and labor to repair the brakes- totaling around $600.00. When he asked me if this seemed fair, I replied that it in no way seemed fair. He then offered me a 15% discount. At thispoint, it was around 6:00 p.m. and I felt the need to reach some sort of agreement with [redacted] seeing as how I would have to find a place to stay in [redacted] if I was unable to get my vehicle back that day. After a few more phone calls and some more back-an-forth, [redacted] finally offered me his "finalprice" of around $250, which I reluctantly accepted. To be clear, I was in no way satisfied with this deal and I informed [redacted] that it was in no way a fair price to fix a problem that should have been identified in the first place. If it had been, I would have factored the repairs into the price of the vehicle itself during the negotiation process.I left [redacted] that day deflated but slightly relieved that this ordeal was at least resolved. A few weeks later, I took my vehicle to a muffler repair shop to see if the mechanic there thought my exhaust was hanging lower than it should be under the car- it was visible when standing next to the car and I was starting to worry that it would bottom out when going over speed bumps. The mechanic agreed that it was low and told me he could weld a bracket to raise it up and thatwould cost me around $90.00. I told him that was fine and he went aheDesired Settlement: I would like Pep Boys to either offer me the price I paid for the vehicle plus repairs or offer to fix the issues caused by rust on the underside of the vehicle free of charge.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 6, 2013,

Area Director [redacted], is still working with **. [redacted] and trying to identify a resolution.

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

Regards,

Customer Service Coordinator

Consumer

Response:

This is a follow-up on a previously filed complaint against Pep Boys on [redacted] Rd. in [redacted], Arizona. I have been in contact with the district manager since filing my initial complaint and he has (finally) come up with a "deal" that I consider to be unsatisfactory. He has offered to give me a 50% discount on ONE of the many repairs that the company should be assuming responsibility for. As noted in my initial complaint, I would not have purchased the vehicle in the first place if Pep Boys would have provided the service I paid for in the first place, and would therefore not have any of these "surprise" expenses at all to deal with. I expect them to assume all responsibility and will not settle for this measly discount.

I would like Pep Boys to repair/replace (at no cost to me) the parts of the vehicle that I should have been warned about during the inspection I paid for. I have taken the vehicle to three other mechanics since the Pep Boys inspection, and all three agree on the parts that are so rusted through that they need to be replaced.

Desired Settlement: Finish the Job

Business

Response:

Dear [redacted],

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

Below is a copy of the letter sent to [redacted], with a final decision.

My name is [redacted], West Division Vice President for Pep Boys. I have been evaluating your case and the multiple complaints that have been filed on your behalf, by our customer service team. I have also talked with my Director, [redacted], and we are both working to resolve your complaints and ensure we retain you as a valued Pep Boys Customer. I''ve tried calling you today, and our General Manager, [redacted] has as well. First, I want to ensure you that Pep Boys will honor all warranties, and if for some reason we failed to perform a service tied to our Do it Right Standards of Operations, will be the first to acknowledge we fell short of delivering the very best services our customers deserve. In reviewing your service, we performed a Preventative Maintenance Inspection, which is a high level visual check of your vehicles conditions. It will not include an inspection of internal components, such as engines, transmissions, hydraulic systems, or other parts with internal parts. We understand your brakes have been repaired at Pep Boys cost, since we should have detected wear on your brakes. This was done outside of warranties, and in an effort to keep you satisfied. We are also aware you have been reporting many additional components that are failing on your vehicle, that were not apparent at the time of your inspections. We are sorry you are experiencing these issues and would be happy to work with you in getting them repaired. We will however, not proceed in performing this work under warranty since no services were performed on these systems. We apologize for the frustrations you''ve faced, and hope you are willing to allow us to partner in getting you the necessary repairs at very fair prices. Please contact [redacted] directly to arrange for an appointment to work out the details of all future services we provide.

[redacted] has offered to do exhaust system repairs at a 50% off.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Dear [redacted],

The last correspondence I had with [redacted] (Area Director of Pep Boys) was over 2 months ago when he offered to pay for half of an exhaust repair that he agreed was likely due to excessive rust. I had sent him photos of the underside of the vehicle a few weeks prior which I will also forward to you. I e mailed him back telling him that I did not think this was an adequate offer since there are numerous obvious issues that need to be repaired due to rust. I did not receive a response back for over a month and after some more consideration- and also the feeling of being worn-down and tired of dealing with this issue- I e mailed him back saying that I would consider his offer and asking him what to do next. I have yet to be contacted by him and the last e mail I sent was at least 3 weeks ago.

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: Im outraged! I brought my vehicle there for service on 11/9/12 for an oil change and to get some shocks and struts put on my car. I told them I was having a lot of shaking if they could check that out it would be great. They told me I needed engine mounts and I told them I couldn't afford it at that time but I would bring it back. I brought it back to them on 1/5/13. They fixed it and when I got the car again it was still shaking. After spending over $1000, I still had vibration of the engine. The young man who test drove it told me that I might need tranmission mounts also. I told him I could not afford another penny and I would look into it later. So my car still shakes.. after services that totaled over $1400 combined... my car still shakes. I took it today to find out if I could get it fixed and was told that the wrong engine mounts were used and that my engine was sitting on my frame incorrectly. I was also told by another mechanic that the transmission mounts never needed replacing. Now I am STILL paying on the pep boys card for that $1400 and I'm being asked for another $300 to fix the initial problem I paid PEP Boys to fix!!! This can't be real!Desired Settlement: I would like for them to credit my card back for the services I paid for and I will close the credit account with them. I no longer trust them to do ANYTHING to my vehicle. I had a horrible experience with them in 2008, and I went back and they got me even worse this time.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated September 24, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] returned to our facility, we replaced and did repairs under warranty.

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

Regards,

I am rejecting this response!!! I did return to the facility since this complaint after the master technician promised me they would correct it. My car is STILL shaking, and since they worked on it it now has power steering issues and the air conditioner has gone out!!! I feel totally helpless because I think they are doing things to my car and I will NEVER allow them to touch it again! I am angered every time I send a payment to pay this off! I want credit for the remaining balance. My car is NOT FIXED, it's in worse shape than when I submitted the complaint. I even got an email from the manager who apologized saying they failed me and wanted to make it right, I told him that same day that the car is STILL shaking and they did not reply AT ALL.

Review: on 10.23.14, I left Dickson Tn 29.5 miles away, and drove to this location, arriving at around 2:30pm to have a steering/suspension evaluation on my ford taurus due to some knocking underneath. When I entered the store, that was rather busy at the time, I approached the csr at the front of the desk and was in line behind an elderly lady already at the counter. I noticed the girl behind the counter was being rather huffy and was being rude to the elderly customer. She needed more information to enter in the system and the elderly lady was distracted by something. The CSR lady asked her a question, but the customer did not notice..the csr then leaned into toward the older lady, and, instead of saying, "maam I need (whatever) she said, "Hello? ....Hello?" really rudely to her. I then walked around to the other counter where a gentleman asked if he could help me. I told him yes, because the other lady working there was being "[redacted]", and I did not want her helping me. I was there about an hour and a half waiting for the car to be inspected, received my report stating the sway bars needed replacing, and left around 5:37pm per my receipt. I then drove 7.6 miles down [redacted] to [redacted] hospital in Nashville to visit my niece in ICU and stayed about an hour or so. When I got on the interstate headed home, I heard a slight tapping in the motor that made me pull off at the second charlotte exit, and pulled into a [redacted] right there [redacted]..When I lifted the hood, the water resoivoir cap was almost off, extremely loose, with water pouring out. I let it cool a moment, and started to call pep boys but it was almost 8pm and they had closed at 7pm. After being towed to a repair, the heads are cracked repair estimate 1000.00. Pep boys left cap loose, possibly on purpose, and are refusing to make good on their mistake. they deny they even lifted the hood, I feel may have been intentional due to issue with CSR.

Product_Or_Service: steering/susp evaluation

Order_Number: [redacted] trans numberDesired Settlement: DesiredSettlementID: Refund

Refund for cost of repair to cracked heads due to cap being left loose, reimbursement for inconvenience, and towing to another dealer for repair. My car does not have a dummy light to inform of over heating. I had no issue coming in, only after I left their store not even 10 miles away I end up with cracked heads. My cap fits very snuggly and my car did not drive from DICKSON to NASHVILLE with it loose. It was done at PEP BOYS

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 14, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The vehicle was brought in on October 23, 2014, and the customer issue was a popping noise in the front suspension. We prepared a work order for a suspension evaluation. When the vehicle was checked out it was determined there were loose stabilizer links which needed replacement. [redacted] declined the repair at the time. The next day the vehicle was on the lot and [redacted] gave me a call and stated we left her coolant reservoir cap loose and her vehicle overheated. I checked to see what service was performed and found the suspension evaluation.

We offered to check the cooling system and determine what was going on with the vehicle. She stated she would bring the keys and wanted to be here when the vehicle was checked. Upon inspection, the cooling system was in a severe condition from lack of maintenance. The system was rusted so severely internally it had the same appearance as if the system was full of red clay. There was a block test performed on the vehicle which indicated there was either a blown head gasket or cracked head. I relayed this info to [redacted] and stated with the condition of the cooling system it would be difficult to pinpoint the cause of the overheating condition, possible stuck thermostat, cooling fan issue or internal rusting which caused the issue. [redacted] stated that she has to check her coolant and oil every time she uses the vehicle and also stated she has jugs of water in the trunk for filling and was quite intent that she did not leave the reservoir cap loose and it was loosened intentionally at our facility. I stated to her it appears the condition of the cooling system coupled with her statement of carrying water with her and checking the level, there was and still is an internal issue with the cooling system to which we accept no liability.

We find no wrong doing on behalf of Pep Boys and will not be responsible for any repairs or refunds.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I find it almost impossible to believe that I had been driving the car with no problems at all until 15 miles after leaving pep boys. The manager refused to let me view the video that he states showed no one lifting the hood, however if that was the case, why can't I see the video? There was NOT a clay like substance in my radiator, although it did need flushing, it was NOT THAT BAD! I keep an eye on it, and can have a certified mechanic who the car was towed to testify to that fact. Really, 15 miles after leaving your shop and this is suppose to be a COINCIDENCE?????

Regards,

Business

Response:

Dear [redacted],We are in receipt of the rebuttal sent to your office by [redacted]. We again apologize, but our prior response stands firm.Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

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: 2002 [redacted] was brought in for services on September 08, 2014 with the acception that the Gallup, NM (PEP Boys mechanic worker) completed a diagnostic test and diagnosed the water thermostat needed to be replaced. Prior to getting my vehicle, after making the payment on how much the charges were, the PEP Boy's technician worker did a test drive and parked it in the parking lot. I was then provided the keys and got back in to only find it not starting. I then went back inside the PEP Boy's auto shop and informed them that it won't start. The mechanical worker that worked on my vehicle, propped up the hood and pulled out a diagnostic machine from the auto shop and hook it up to the engine. He diagnosed it was the gear shaft and plate was broken. Prior to bringing in my vehicle, I am very ambivalent about the part to the inside engine or the gear shaft to be broken. There was nothing wrong other than the heater not working. Furthermore, when the diagnostic test was performed, why then was the gear shaft not known or revealed simultaneously? This is questionable and raises some concerns. First of all, my mileage is not that high and I don't drive recklessly nor long distances. I only use it for local areas within the vicininty of St. Michaels, AZ.I and my relatives and daughters have been told that another part is needed over and over. There claims are: "that they cannot find the vehicle parts due to it being obsolete". I searched for my own and getting it ordered through [redacted] at the [redacted] in Gallup, NM. Again, I'm very dissatisfied with their services and not communicating on what part is lacking or needed and leaving my vehicle to sit in shop for over two months now. [redacted] called on 10/10/2014 at 2:55 pm and was informed by Mr. Brad there still another part missing and whether if we are getting the gasket ourselves? I was shocked. On October 08, 2014 I got another part and delivered to Mr. Garret. At the time I asked if anymore parts needed. He said no.Desired Settlement: Due to me being on foot for nearly 2 months and not offered nor provided a courtesy car, I struggled being on foot without a reliable transportation. I would like to be compensated for $442.04 plus gas expenses: $103.48. Perhaps I was taken advantage because I only spoke Navajo and an elderly lady. I also am disatisfied service by Brad hanging up and stating he will no longer do business with me once I informed him I will take it to the Revdex.com services. I will never go to these people every agai!

Business

Response:

Dear [redacted],

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

The service manager is working with [redacted]'s daughter to get the issue resolved.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I am currently in the same situation. I had not come to any agreements with PEP Boys in Gallup, NM. Please see attachment letter. Please give me a call using my daughter [redacted]'s phone number at ###-###-#### to discuss with her on the status of my complaint no. [redacted]