Pep Boys

Review: I got tires from pepboys I ordered them online because they were suppose to be but 3 get one free and it had an extra promotion for another discount from the tire company and a 10% discount. I payed online went in to get my tires and they said I had to pay them again I asked didn't I already pay. Not to mention all the guys were staring at me when I came in just because I was a young single lady and the customer guy was trying to hit on me and took my number from my information was a weird perv guy. Any how he told me to come back later because I didn't have my card I used to pay for it online. Then the manager came in and charged me for the whole thing through my payment online before I came back up there with my card and then never gave me my discount. Then I never received either of my rebates and they said they would be coming in the mail and I didn't have to do anything. I submitted for my free tire but they never processed it.I called and complained a couple months later and they finally got it taken care of with the free tire and sent me a gift card which I can't even use for things I need to use it for. Still they will not give me my other rebate not the tire company or pepboys and won't take care of it for the company is [redacted] and the next week my starter went out in my car and I had to get that replaced that seems a seems a little suspicious. I am concerned about the rest of my car I don't know what they did to it and then they tried to offer me free oil change I am scared to go back up there and have them touch my car again. I have the lifetime tire rotation and balance package for there how am I going to get that done with out them messing something up every time. This is not ok and something needs to be done about this company and its false advertising and harassment from the guys there on women who come in. Also when I went in another woman was complaining that they had taken advantage of her being a single women there on her own trying to charge her more and do other things to her car that she could not afford and had to get them to not make her pay for it. Them doing things like that is not ok and they do not need to do things to peoples cars they do not approve or want and messing up peoples cars to get more business and things.Desired Settlement: A refund for the damage caused would be nice and the rebates I am suppose to get or really would be better for a full refund for everything so I can go somewhere else to get my tires serviced and because of the harassment it has caused emotional disturbance for me from the calls and text sent me and things. I don't want to have to go there again to get service I want to be able to go somewhere else that will have no reason to mess up my car for more business. A refund would be best then I can get my oil change and tire rotation and balance somewhere else.

Business

Response:

Dear **. [redacted],

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

We apologize for the misunderstanding due to the payment online. Online orders are not rung up until the customer comes in for the purchase.

As for the men associates making [redacted] uncomfortable, this has been addressed by our Human Resource department and the appropriate action has been taken.

**. [redacted] did receive her rebate, which is a prepaid [redacted] card accepted anywhere [redacted] is accepted.

If **. [redacted] is experiencing any problems pertaining to her tires, she can visit any Pep Boys for service.

We are declining the request for any refunds.

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:

I did not receive the service I should have and the issue isn't taken care of because I had to go up there again after that and they still made me feel uncomfortable and were being very rude and mean about me coming up there and when I had to talk to the manager he was saying very rude things about me asking to get the refunds I needed. The point is my car was messed up after getting there and I should be refunded for the damage done to the car and really more than the tires I had to get the starter changed the next few days after that. Regardless of the bad customer service and workers the point is they could be doing things to peoples cars and doing services and charging without consent first. I also do not want to have to go to any pep boys after the experience I have had there and with them I don't want to have to deal with anything else from them. I want to be able to go somewhere else to get service when I need it. Since I bought the package there I need a refund for my purchase so I can get my tire service from another place that I trust. I can not trust any pep boys anywhere with my car now I do not feel comfortable letting them touch my car knowing they could be causing more damage and then I have to pay more for things when all I would be trying to do was to get my tires changed and if I needed to get them fixed or rotated balanced or use the warranty that with the package I would not want to do it there because of the bad service I received. I need a refund or credit for the damages and tires really just asking for a refund for the tires wasn't covering the starter that I had to get replaced if I would have included that it would have been over $1000 dollars. I was just asking for the tire price back so I can get service else were that workers won't damage my car for me to have to get more services,but since they do not want to refund me for everything that has happened than I guess I will ask for both the tires - the rebate would be fine but also price for a starter change and if they can not help with that and I have to go back there and something else something else goes wrong than I will be trying to sue for even more than just a refund.

Regards,

Business

Response:

Dear **. [redacted],

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

**. [redacted] paid for services rendered, as for needing a starter that has nothing to do with the tires we installed. As for the issue with her rebate, we apologize, but **. [redacted] did rerceive her rebate.

Agan we apolgize ,but prior response stands firm.

Regads,

Cusomer 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: IT DOES HAVE SOMETHING TO DO WITH MY TIRES THAT IS WHY I AM COMPLAINING ABOUT IT THE STARTER WENT OUT RIGHT AFTER I GOT MY TIRES CHANGED THERE WHICH SEEMS TO ME TO HAVE SOMETHING TO DO WITH IT BECAUSE OF EVERYTHING ELSE THAT ALSO HAPPENED JUST FROM BEING A CUSTOMER THERE AND IF YOUR WILLING TO LET YOUR WORKERS DAMAGE SOMEONES CAR FURTHER AFTER THEY ALREADY PAID YOU FOR A SERVICE JUST BECAUSE YOU THINK YOU WILL GET MORE SERVICE IS NOT OK AND SOMEONE NEEDS TO SUE YOU. I HAVE SEEN OTHER COMPLAINTS OF CUSTOMERS AND WORKERS THAT HAVE SAID PEPBOYS DOES MESS WITH PEOPLES CARS WHEN THEY BRING THEM IN TO GET SERVICE DONE OR GET SOMETHING FIXED AND THEN THEY HAVE ANOTHER PROBLEM AFTER GETTING SERVICE AND HAVE TO GET SOMETHING FIXED OR SOMETHING ELSE DONE IT IS NOT OK THAT YOU WILL NOT COVER DAMAGE MADE BY YOUR STORE AFTER GETTING SERVICE THERE IF THE PROBLEM HAD NOT COME UP AFTER SERVICE THERE I WOULD NOT BE COMPLAINING ABOUT IT. IT DOES HAVE SOMETHING TO DO WITH THE TIRE SERVICE THAT IS WHY I AM DOING THIS HELLO. THAT AMONG MANY OTHER THINGS WAS MESSED UP ABOUT MY SERVICE AND VISIT THERE JUST TO GET NEW TIRES AND I SHOULD BE REIMBURSED PLUS THE DAMAGE MADE BECAUSE I NO LONGER WILL GET ANYTHING ELSE FROM YOUR STORE EVER AGIAN.

Regards,

Review: November 18, 2013

Dear **. [redacted],

I would like to relay to you the events of an ongoing set of circumstances I am experiencing with one of your stores. I’m asking for your personal attention to this matter. Upon being Honorably Discharged from the Navy after 5 1/2 years I was expecting a difficult transition to civilian life, but I never expected to receive treatment like this.

On Monday, October 7th, 2013, I purchased 4 new tires ($495.00) and received an oil change ($30.00) at the Pep Boys in [redacted], IL. By Thursday, October 17, 2013, my engine seized and I was stranded at [redacted] Highway and [redacted] Road in [redacted], IL at 9 o'clock at night. I had to get a tow ($97.00) back to Pep Boys. I got home at 2am still having to work the next morning at 7. The next morning I called Pep Boys in [redacted] to explain what happened and the Service Manager said they would take a look at the car and get back to me. I left work early that day to go to the store, but was told they would need more time to verify if the issue was their fault.

On Saturday October 19, 2013, [redacted], the Service Manager, stated to me that it was their fault and they will be “going forward with the claim with corporate”. On Monday, October 21, 2013,1 explained that I need a replacement vehicle, which, under the circumstances, should have been offered to me without request. [redacted], one of the assistant managers, arranged a rental car for me, but I had to secure it with a deposit from my own account.

On that same Monday, I spoke with [redacted], Midwest Claims office for Pep Boys and she noted there was not a claim filed yet. Her exact words were “I will call [redacted] and figure out what is going on with the claim. She never got back to me even though she said she would once she found out more information. I waited a week to see if the store would make contact with me since I was the one initiating all of the communication up to this point. Throughout the week, I drove by the store every day on my way to work and on my way home and never saw my car change positions at all. I heard nothing all week so I called the store to speak with the store manager, [redacted] on Sunday October 27, 2013, I waited on hold for approximately 6 minutes and was disconnected, I called back and the same thing happened again.

On Monday, October 28, 2013, I went in to verify the rental agreement extension and to find out what the status was on my car. [redacted] promptly stated that they found a used engine and are waiting for it to come in to put it in my car. It was never a question posed to me if this option would not resolve this matter, nor did they make it seem like they were going to speak with me prior to installing the engine. The store manager, said he just found out about the engine earlier that day which is why he hadn't called me yet. I told him not to order the engine until I was presented all options and we can discuss it. He told me to expect it an email by close of business that day and he would also call me to discuss it at that time as well. I received neither courtesy. On Wednesday 10/30/13, I went to the store again to find out that a claim was never filed with Corporate until that morning and that the store received a motor.

On October 31, 2013, I spoke with [redacted] again regarding the claim. She offered no signs of a compromise and she told me repeatedly that “Pep Boys is not in the business of buying cars”. She furtherDesired Settlement: Unspecified

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 21, 2013. We would like to apologize to **.[redacted] for any inconvenience he may have experienced at our facility.

A Claim was entered and is being handled by our claims department.

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

Regards,

Customer Service Coordinator

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: 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: 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: I walked into this Pep Boys on 01/18 because my car broke down due to the battery at the gas station right next to it. Immediately I jump started my vehicle to try to get it as close to them as possible. When going in I was explaining my problem to the cashier and the General Manager was right behind her. He asked if it's one of their batteries and when I said no he seemed very reluctant to help me. He walked over to a service representative and I followed behind. He explained to the rep what happened and she just shrugged and laughed; not even moving to help. He asked me where it was parked and that's when [redacted] came out to get the vehicle. As he was going on a maintanence worker name Daniel was trying to help with the vehicle and [redacted] kept talking down on him as if he ignorant of anything that was going on. I did not appreciate how he was talking to him when all he was trying to do was help. After they got my car in they told me it would take about an hour to recharge my battery to see if it's a bad battery or not. Meanwhile I waited and continued to see the rudeness of the majority of the employees. They ended up telling me it was a bad battery and after they were going to test if it was anything else. Well there was. It turned out the alternator was bad too. They expected me to pay over $400 for everything. [redacted] kept adding services and didn't explain anything until I asked why he would charge me extra. They also had an add for free battery installments that he did not apply until I asked him. I ended up just paying for the battery because he kept over charging me for other services that I didn't even want. I have never experience this with any business. They are completely unprofessional and have no customer service at all. I am not surprised since the general manager was so rude so I shouldn't have expected it from the other employees.Desired Settlement: I'd like a refund due to my horrible experience and for the over charging of this item without my consent. I signed the form and after seeing extra charges I had to ask what he was charging me for. After I saw what he added to my bill I couldn't belive he wouldn't explain that to me. [redacted] even told me that it's not something that I needed. Then why was he adding it to my bill? I paid $115 just for that service.

Business

Response:

Dear **. [redacted],

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

The Area Director has looked into **. [redacted] concerns with the store associates, and will advise the Service Manager to reach out to **. [redacted] and offer the refund she is requesting.

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

Regards,

Customer Service Coordinator

Review: This complaint also includes poor customer service as well.I was visiting family in [redacted] when my car's check engine light came on. My father-in-law took my car to [redacted] for a diagnostic and we were presented with 2 codes from the diagnostic directly related to the Crankshaft position sensor. (received a print out). We purchased the part right away;I immediately called Pep Boys ([redacted] couldn't change the part) on [redacted] road and spoke to [redacted]. I was told to bring my car in on Monday February 17th, at 8:30am and that this repair would take about 1 hour. I dropped the car and the part off at approximately 8:15am and spoke to [redacted]. I specifically asked him to ONLY change the part I brought in. He asked if I would like my tires rotated to which I said yes and was informed that it would be an additional $9.99. I asked him how long this would take. His first response was "Should be done by about 9:30am." Then, he looked at his watch and said "We will call you about 12 noon. No later than 1." A bit confused, I informed him that I was visiting from out of town and was needing/wanting to get back on the road before the snow storm hit Indiana. 1 hour later, I received a call from [redacted] stating that we had the wrong part. He told us to go to [redacted] to purchase the part. We did, and took the part back to Pep Boy. [redacted] and [redacted] both told us the part was still not right; back to [redacted] we went. After speaking with the mechanic at [redacted], he informed us that this was, in fact, the right part as the part was updated and modernized. Back to Pep Boys. After explaining to [redacted] this was the right part, he informed us that his mechanic got the part (we brought initially) to fit. Back home to wait for a call to say the car was ready..which NEVER came. I finally called at 12:30pm and [redacted] said "Oh. It's ready". I asked about the tires and was told by [redacted] that he "forgot" to put that in the system. Finally home after 4 hours on the highway and the car will not start. I'm furious.Desired Settlement: I want my car fixed the right way. This entire experience has left a not so favorable impression of Pep Boys. When [redacted] asked me if I would refer friends to PB, I said no. I noticed on the survey, she did NOT circle No...I'm almost sure she waited until I was gone and circled Yes. (check the survey). I am VERY disappointed after taking my car back to [redacted] after getting it started only to be told the crankshaft position sensor was faulty. What did I just pay for???

Business

Response:

Dear **. [redacted]'s

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

[redacted] came in asking if we could install a part that she purchased from [redacted].We found this part to be wrong, she than had to go down to [redacted] to purchase the part again for us to install, when **. [redacted] returned the part didn't match the part we took out of the car, it confused the technician , so **. [redacted] went back to [redacted] and they explained to her that the part that they gave her was the right part and that it had been modified.

She came back and store and we installed the part. During the communication process and the exchanging of the parts our Service Writer forgot to write the tire rotation on the work order. Simply we over promised and under delivered. Trying to help make sure that we were getting the right part, we failed to rotate the tires and couldn't complete the car in the time promised.

The part she purchased from [redacted] was faulty, which we had no way of knowing. We were contacted by her family that the part failed after leaving our facility. Without seeing the vehicle, we refunded our services as a Customer satisfaction $112.33.

As for our survey being performed incorrectly, this was addressed by the Area Director with the associate in question.

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:

Per this response, it states that the part from [redacted] was faulty. This is false! Pepboys never used the part I purchased from [redacted] because I returned the part after we were informed (by the [redacted] mechanic) that it WAS, in fact, the right part. It was the same part I purchased at [redacted] and brought with me to Pepboys. Pepboys were the ones saying it was NOT right and sent us to [redacted]. The part was not faulty; the mechanic at Pepboys put the part in the wrong place as noted in the [redacted] work order from the dealership in [redacted]. The response letter to me makes it seem as though this was all due to a faulty part, which in actuality, it was due to incompetence and lack of knowledge from the Pepboys mechanics.

Review: purchased a battery on line and went to store to pay and they install free. Left there and had problems with lights on dashboard and same indicators when you have battery trouble.Went back a day or so later and argued with assistant manager he was trying to say his guys installed properly that maybe its an electric issue or tie down. again try to push me away and saying they were booked and cannot look at car for some time. I wanted to leave but car would not start. I had no choices I was going to give them keys as now I am not going anywhere. Well I remembered I have road side assistance and called had someone come there and took my car to my regular mechanic who says they damaged the battery cable wire while installing.I have a tow truck bill, and now a mechanics bill3 weeks later my car won't start. I called roadside service and they said you have a bad battery.I went to my mechanic and said to put a new battery in thinking pep boys would take back the battery.I do not want them touching my car!They refuse to take return of battery and give me my money back.Desired Settlement: Put back the charge on Discover card.

Business

Response:

Dear **. [redacted],

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

We ask that **. [redacted] return with the battery for a refund and see the service manager Nicolas.

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

Regards,

Customer Service Coordinator

Review: I have a 2001 [redacted]..It was taken to the [redacted] Pep Boys store and it then proceeded to take 8 days to replace an alternator which they repeatedly put the wrong one on. They originally said it would take only 24 hours. They then said because the car was made in Germany that it was justified in them making a mistake about replacing the alternator. During the repair of the alternator they broke the ignition coil which they also charged me the repair parts and labor. On the ignition coil they said it had been improperly glued on from an earlier mechanic but they still broke it.The total bill was 880.00. I was unable to properly fullfil my job responsibiliites. I attempted to reach a settlement with the regional manager and he offered my back a paltry 50.00 dollars back and 3 free oil changes. They basically admitted they made a mistake because they had to send it to a different store. I also had to pay for rides to the 2nd store to be able to get there and 50.00 in cash a day to even do my job.Desired Settlement: I desire 100 percent refund.

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office by **. [redacted] dated March 26, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility. Below is the response from the Area Director of this location. **. [redacted] came in with a starting / running issue. We diagnosed it and recommended an Alternator. Customer approved. On this vehicle, the Ignition Coil must be removed to access the Alternator. We removed the Ignition Coil and it came apart in the Technician's hand because a prior non- Pep Boys Service. Technician had broken it and glued it back together rather than replacing it properly. It separated at this glue. Of course, we only repair it properly, so we told the customer that he would need the Ignition Coil replaced. We agreed to discount the total repairs on this work order by $324.63. The customer paid $890.88. **. [redacted] came back still having a problem. The store chalked it up to an incomplete diagnosis (they determined it needed a battery, as well). They replaced the battery at no charge to the customer, a discount of $188.01. **. [redacted] still had a problem with the Alternator Belt shredding. He was concerned that store [redacted] didn't know what they were doing, so I offered to have store [redacted] look at the problem and resolve it for him. After several attempts to find a replacement Alternator, partnering even with ** dealerships and the local ** expert, [redacted] (both of which couldn't figure out what was going on, either), it was finally discovered that this car was made for sale in Germany and had been imported into the US by an individual. Because of this, it had different parts than the same car made for sale in the US. One of those different parts was the pulley on the Alternator (7 ribs in Germany, 6 in the US). This different pulley was causing the belt to shred. The Service Manager sent both the new and original Alternator to [redacted] to have the original pulley transferred to the new Alternator. Repairs were completed and the car has had no problems since. We charged the customer nothing for this final fix. The repair SHOULD have been $523.11. The repairs that this vehicle needed, and the amount of time it took to fix them, was not because of any negligence or lack of ability on Pep Boys part. The problem was (1) a prior shop had broken a part and hid the damage that we had to fix properly, and (2) no one, not even ** or [redacted], knew that this vehicle had different parts because it was a German model not a US model. The customer's total repair bill was $1926.6. We only charged him $890.88 and Pep Boys absorbed the other $1035.75. The customer was aware of the situation throughout the entire process. To make matters more interesting, **. [redacted] is not the owner of this vehicle. He was the driver who dropped it at the store. The owner is [redacted], a [redacted] in [redacted], and **. [redacted] uses this vehicle for business purposes. **. [redacted] agreed to everything that we offered him throughout the process, including a final offer (that he hasn't taken advantage of) a refund of half the labor we charged him to replace the Ignition Coil (the Service manager agreed to give him back $53.50, for no reason other than Customer Satisfaction). I spoke with **. [redacted] and already explained to him that this repair cost me more than him, even though the only fault on my part was being the unfortunate shop to have to fix someone else's mistakes.**. [redacted] was advised we would honor the $53.50 the store offered him, but could give him nothing more.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

,

I am rejecting this response because: First of all, I [redacted] an the owner of the car.I can show you the title . So their clearly dishonest right off. They know they screwed up because the car, with the wrong alternator and wrong belt had to go to another shop after the first one. I have never dealt with a more hard edged and dishonest group of people. This clearly needs to be publicized . In addition, they placed an incorrectly sized battery in the car, have a picture, and I have to have additional work done because the radiator hoses weren't replaced on tight after their shoddy and sloppy work. I am clearly expecting this to go to court. They most probably have arrangement with mechanics to cover up their mistakes and the regional supervisor from Michigan has operated in bad faith from the start. He obviously has a disdain and dislike for those who are a better class of people than him. I sincerely hope this can be forwarded up to a higher echelon of managers at Pep Boys corporate. I have also information that a local tv station my do a story about this.

Regards,

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: On 8/20/2014 I dropped off my vehicle for tire placement (due to a bubble in tire). The tire had been ordered online. While in the shop and body was damaged along the entire rear passenger and part of front passenger door. Pep Boys informed us they would take care of the body damage. Subsequently the clutch was damaged such that the car was not operable. Prior the car had been functioning properly without clutch slippage. They stated that they would repair the clutch. However given we did not feel we could depend on their repair, Pep Boys agreed to pay for towing to [redacted] dealership for mechanical repair. They agreed to cover cost related to mechanisms that had failed while vehicle was at Pep Boy shop.

9/2/2014. Severely damaged clutch was repaired by dealership, who stated that it had been due to improper clutch operation which resulted in burn and scratch marks all over clutch which resulted in replacement of clutch/flywheel. Invoice was brought to Pep Boys who submitted it to the Corporate office. It is now nearly 30 days since dropping of vehicle and there has been no payment for the repairs to the vehicle nor any repair of the body damage.

The clutch repair cost 2022.54 I do not know the cost of body repair but estimate it would $500 to $700Desired Settlement: I would like Pep Boys to fix body damage and pay for the damage to the vehicle, specifically the clutch/freewheel and associated components repair by [redacted]

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 10, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility,

In order to further assist [redacted] with his concerns, we will need the store location he visited. Once we receive this information we will than begin our resolution process.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I had an appointment for 5pm, they took my car at 5:50pm. I got 21.99 oil change special saying no hidden fees on it, they charged me 26.99. And last, they left all dirty leftover in my car (dirty seat cover and foot paper etc.). Most ridiculous part is next day, oil change warning light came on.

Product_Or_Service: Oil ChangeDesired Settlement: DesiredSettlementID: Refund

I want full refund and apology for their ridiculous service. Also I want other customers to know what kind of business they do and stay away from them

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The manager at this location have been trying to contact [redacted] to address her concerns. We ask that [redacted] contact the store and speak with Miriam or Art.

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

Regards,

Robin S[redacted]

Customer Care SpecialistPep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: On Wednesday, October 1 my car was not starting normally, I called PEPBOYS in [redacted], Az to set up an appointment at 5:30pm. When I arrived to pep boys for my appointment they were unable to find my appointment it in the system. They then asked to see my vehicle which I took them to and started the car for them to hear the noise. The employee, James, listened to my car and told me it was the starter. He then told me that they would bring the car in and do a diagnostic test and once they know it is the starter they will talk to me before they start to do any labor. After waiting it was 7pm and I went back to the front counter and asked if they were able to tell if the problem was the starter or not. They walked back to the mechanic Dwayne three times who was having a difficult time reaching my starter. They then verified with me if that me that the car they had on their paperwork was a 2006 [redacted] V4; which is incorrect and I told them it was a 2006 [redacted] V6. They then said this was why the mechanic had a difficult time because it is a different part and they do not have the proper part of a V6.

Keep in mind, they never told me the result of the diagnostic, not had my approval yet to put in the new part. So then they told me they could call [redacted] and I could buy the part from them so that it is cheaper for me. I was driven to [redacted] by Jesus and purchased a new starter. We returned to Pep boys and they said they would have my car finished around 8pm. The time then turned into 8:45pm. The diagnostic explanation told to me originally was that the starter touched another part of my engine and shorted and then the mechanic Dwayne told me that the part was defective. Because of this, they needed to keep my car overnight. This was supposed to take 1.5 hours as I was instructed at 5:30 pm that same day and now I had no vehicle, no way to get home, and I refused to pay for a taxi because they had told me the mechanic electrically shorted my part by installing it incorrectly, with the battery connected. I keep getting conflicting stories through this time.

The store manager at the time was Becky, she offered to take me home and pick me up the next day to retrieve my car. The next day when I called Pep Boys to get a status and update where the manager Raul told me that they were fixing the car. After explanation of the events the night before, I felt he was ignoring the fact that they had originally put the wrong vehicle down which took from 5:30-7pm the previous day to be fixed which then caused me to leave the vehicle overnight. He told me he would call me when the car was ready, I told Raul exactly what happened up to that point and Raul told me that I still needed to pay. I told Raul that I was not receiving quality service and I am not paying for service that is not good quality. He then told me that I still had to pay and he could offer me a discount but that was the best he could do. At 9:56 am on Thursday, October 2 I was called that my vehicle was ready. Becky came to pick me up in my car, which I did not authorize for them to drive my car in the city! Becky picked me up in the car and took me to Pep Boys where my Uncle generously offered to pay for the service which came to $108.64. I then asked for a receipt and went to my car, turned it on and the exact same noise was still being made! I asked that Raul, the store manager come to my car to listen. He then says "that's not you starter that is your ignition or fuel pump" As you can imagine I was upset. Raul then tells me that I can go to [redacted] to have my old starter tested, I then leave and go to [redacted]. They tested my starter three times and told me it passed and provided documentation of that. I asked for a copy which they printed and I brought this back to Pep Boys. At this point I was furious because my car was put in the computer as the wrong car, the diagnostic was not done thoroughly, I had just paid $188 for a new starter that according to [redacted] was perfectly fine and had my car stay overnight for a problem that was not resolved. I told this to Raul who told me that [redacted]s test “is not really a true test” and that the part is defective and it doesn’t really test it to its full ability like they do. He then goes on to tell me that there diagnostic equipment is much more expensive and throughout. I then asked for a copy of the diagnostic test because I was upset. I had paid for a part that seemed to never need to be replaced in the at all. He was unable to do this for me which tells me that there was never a diagnostic test done because it was not available in the system. I was upset, he then refunded me the money paid for the labor 108.64. He then uses the defensive saying my car is “bad”, I said that I have had my car since 2006, I know what it does and doesn’t sounds like and this is not a normal sound. I also go on to say again the chain of events that occurred from the moment I walked in with the wrong vehicle, wrong diagnosis, me paying for a part, the part being good according to [redacted], and the unnecessary time spent on the car which is still making the exact same sound. He then proceeds to ask me if the car was towed in or driven in, I drove it in, he then asks me if the car sounds better I told him it sounds the same. He continues to be defensive saying it’s my car, and that I’m turning they key too far when I turn the vehicle on and that it could be other problems. He then tells me he can put my original starter in the car for free and I can have the old one, but there is not guaranteed that [redacted] will take it back. I refused to do this because I did not feel comfortable waiting there for another potentially 3 plus hours, I did not want the same mechanic touching my vehicle again, and I was disgusted with the poor service by now that I was given. I then left and took the vehicle to the [redacted] dealer, the dealer tested the car saying it was fine, my starter was never bad to begin with. I have never had worse service in any place in Arizona and will never be returning to Pep Boys or ever recommending them to anyone. From James, to Dwayne to the Manager Raul they lacked communication as a team, were unable to follow protocol and getting the correct VIN number or car part, shorting the replacement part I purchased, and the lack of customer service from Raul because he was defensive, and blaming me for problems with my vehicle. I made him well aware that I choose to come here for service, I did not receive good service and recieved unnecessary services and will go else were from here on out in the future.Desired Settlement: I would like a reimburstment of the starter 188.52. I can provide proof of purchase of the starter

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on November 4, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

As [redacted] referred to on her opening statement " my car was not starting normally, I called Pep boys in [redacted], AZ to set up an appointment". At no point does her statement state what any other shop found to be her problem with her vehicle. Our invoice states customer saying customer just had new battery installed in the vehicle . Vehicle makes a clicking sound when trying to start..

Pep boys of [redacted], AZ diagnosis on her 2006 [redacted] , [redacted] with a defective ignition starter. Clicking noise was starter locking up and not engaging engine.

Pep boys did not have a starter in stock. It was approximately 6:30 PM. which we informed the customer it would take two hours to diagnosis her vehicle. She agreed and waited. Customer entered our location at 5:30 PM. We discovered we did not stock the starter for her vehicle and would have to special order it. That is when she started getting upset. We then drove her to [redacted] for customer to purchase a starter for her vehicle.

Her uncle called at 7:30 complaining that his niece had been at our Pep boys location for over two hours. We apologized and continued working on her car.

At approximately 8:30 PM the starter that she had purchased from [redacted] was defective and not working. We apologized and ordered another starter from [redacted] for her to replace the defective one for next morning. We had to close and no way of obtaining a replacement starter so late at night.

At 7:30 AM [redacted] Uncle and Father started calling Pep boys of [redacted] complaining wanting the labor to be free for the inconvenience we caused his daughter. We apologized and gave all information leading up to this issue.

At 9:30 AM we finished installing her starter and called her to make arrangements to go pick her up from her apartment and bring her back to the store . Pepboys of [redacted] went to her apartment and picked her up and brought her back to the store to pay her invoice for services rendered. Her Uncle and Father continued calling wanting discounts and or free labor.

We picked her up and test drove her vehicle and she left with a functioning starter. At approximately 11 AM Alexandria Doss returns to the store claiming her starter was still doing the same thing. I Raul M[redacted] checked starter and it was functioning properly. She insisted that the starter was not her problem.

I then asked her to take her to drive over to [redacted] and have them test her old starter which was taken off. however I did caution her that a starter [redacted] with no engine load on it might give an inconsistent test for starter draw.

I asked her if she would like I would refund her full labor money and install her old starter back if she did not feel satisfied with results. [redacted] said no I will keep the starter you replaced on the car. Just refund me my money.

The starter was tested by [redacted] is what she stated to us. [redacted] does not bench test starters in [redacted]. [redacted] as [redacted] informed Raul M[redacted] performed the test .

We refunded the labor [redacted] paid at Pep Boys, but we will not refund for the started that was purchase at another facility. Regards Robin S[redacted]Customer Relations Coordinator

Review: on october 2oth, 2014 my car was given to pepboys on the request the mechanic name is troy who is the technician that works on my 23006 Pontiac grand prix troy ask to keep my car to find where the leak was coming from after installing athernostat in my car on 5-16-14 and my car ran hot on that sunday 18th of october my car ran hot and I was stranded ttrying to make it to church. pepboys kept my car for 3 days a discrepancy between myself and the manager mr. jim when I called the customer relation of pepboys to let them know what happen that sunday mr. jim called me that Monday ask me to to bring the car in so I did mr. jim told he had put some dye in the car bring it back in a couple we were outside at this time mr. troy walk up then and said to ms wanda if you can bring the back Tuesday and let me keep it overnight I am off on Tuesday let the car sit while it is cold and on Wednesday I am going to see if I can out where the leak is I said ok so on that Thursday mr jim calls and said that the leak was in thje engine and I needed elbows 2 of them and my bill will be 235.00 and I said I do not have that let me called my chirch and see if I can get some help because on 5-15-14 my church paid for my front and back brakes to be installed 386.52 so I said to mr jim let me call you I also ask to speak to mr troy and he said to me troy cannot help you wanda that is not the reson I wanted to speak to troy I wanted him to explained to me in details about this leak that he had found to get a better understanding and I did I told troy I will call you once I speak to my pastor he said ok. well the next day I called and troy had not started working on the car so when I spoke to him he said wanda I have to get a ok before I start on the car I saidto him where is mr. jim he said he is not here he is working in the matteson store from then on it was nothing but havoc mr. was already angry with me for calling the customer service line about my car when I brought the car in that Monday the first thing he said to me wanda why you did not call me you know I will take of you I said when I was stuck in my car when it was overheated I called pepboys to talk to troy and someone hung the phone up on me and I did not call back that day. well when mr. call me from matteson he told me that he was filing a insurance claim against me and that pepboys was not going to be resiponsible for my car I am like mr jim what are you talking about I have the money my church is going to pay the bill he said you are going to pay I said mr jim pepboys has been servivcing my car since 2005 I have always paid my bills so troy told me to ask for the area manager and I did that he was on vacation so when he called me back he trying to cover for mr. jim by telling what a insurance claim was nothing I said it is something to mr. jim know I was going to pay for my car I dO NOT KNOW WHAT MR JIM SAID TO THE AREA MANAGER BUT THE NEXT CAME OUT OF MOUTH WAS MS SHORTY I AM GOING TO PAY FOR THE SERVICE I SUGGEST YOU FIND YOU ANOTHER MECHANICBECAUSE PEPBOYS WILL NOT BE SERVICING YOUR CAR ANY MORE AND I AM LIKE WHAT ARE YOU TALKING ABOUT MY CHIRCH IS PAYING THE 235.00 BILL HED THEN SAID TO ME I HAVE LOST A LOT OF MONEY BY GIVING ALL THE DISCOUNTS THAT PEPBOYS HAVE BEN GIVING AND YOU SEEM NOT BE SATISFIED WITH THE SERVICE THATS MR JIM I CAN TELL BY THE WORDS COMING OUT OF HIS MOUTH THAT THE CONVERSATION HE HAD WITH MR JIM WAS ABOUT AND HE DID NOT WANT ME BACK IN THE STORE IF YOU DONT THEN YOU WSILL HAVE TO DEAL WITH CORPORATE OFFICE WHEN YOU WANT YOUR CAR SERVICE I SAID THAT IS FINE WITH ME SO REALLY WHAT HE DID WAS TO PAY TO GET RID OF ME WHICH IS A VIOLATIONS OF MY RIGHTS SO THEN HE HANGS THE PHONE UP ON ME SO TROY DID WHATEVER HE WAS TOLD TO DO BECAUSE MY CAR IS VERY LOUD WHICH IS PART OF MY ENGINE MY CAR HAS NOT RAN THE SINCE PEPBOYS HAD MY CAR TROY ALREADY HAD TOLD ME THAT IT WAS A 3 HOUR JOB WELL BETWEEN THE PHONE CALL ON THE SAME DAY WHICH WAS THE 22ND OF OCTOBER WHEN I SPOKE TO THE AREA MANAGER I WAS TOLD THAT MY CAR WOULD BE READY LET ME CALL THE STORE AND TELL ME TO START ON YOUR I DO NOT KNOWWHAT TROY WAS TO DO OR NOT TO DO PEPBOYS IS RESPONSIBLEFOR THE DAMAGED TO MY CAR I CANNOT BELIEVE A BUSINESS I HAVE BEEN PAYING FOR 7 YEARS TO SERVICEMY CAR AND BECUSEOF A ANGRY MANAGER THIS HAPPEN I AM A SENIOR WITH A DISABILITY THIS IS MY ONLY WAY OF TRNASPORTATION I WANT MY CAR THE WAY I GAVE TO PEPBOYS WHAT WAS DONE TO ME WAS NOT ONLY UNCONSITUTIONAL IT WAS EVIL. I HAD EYE SURGERY ON 10/27/14 WHEN I PARKED MY CAR THAT DAY I COULD NOT DRIVE UNTIL MY HEALS FROM EYE IMPLANT I DID NOT DRIVE MY CAR UNTIL NOVEMBER 16, 2014 MY CAR IS SO LOUN AND JUSTDOES NOT DRIVE SOMETHING IS WRONG I CANNOT BELIEVE PEPBOYS WOULD DO THIS TO ME BANNED MEFROM COMING IN THE SORE I KNEW IT WAS SOMETHING BEHIND HE WOULD NOT LET ME PAY FOR MY CAR BILL WHAT HE DID WAS HURT ME AND MY CARDesired Settlement: I WANT MY CAR THEY WAY I GAVE IT TO PEPBOYS ON THE 20TH OF OCTOBER MY CAR HAS ALWAYS BEEN QUIET .

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.

Below is our response form the Service manager at store #[redacted].

[redacted] has been brining her car to Pep Boys for a number of years. She brought her car here for overheating on October 20th. We gave her a quote to repair her water pump and pass tubes. She accused us of breaking them when we did the FREE thermostat for her earlier that year. She told us as she always does that we did it and she wanted it fixed right now and she was not going to pay for it. We advised her we could not do that and she could leave the car here because we advised her should not be driving it like that. She hung up on us as she always does then calls back saying Mr. Jim you don’t understand. She stated that she was going to get money from her pastor. I asked if she would have the money when she picked up the car and she accused me of being a liar and accusing her of lying. Aftershe calmed down. We agreed to fix the car and we would have it done as soon as possible, because she was driving to the eye doctor to have cataract surgery and she had to drive herself. She blessed me, and I thought we were done. Next thing I hear is she called Corporate and complained, she than received the service for free.

If [redacted] still has a noise, we advise her to return to our facility, and we will check to see if the noise has anything to do with the repairs we rendered.

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 do not mind pepboys looking at my car what I do not appreciate is pepboys lying on me yes pepboys has been servicing my car since 2008 I have paid for all my services mr jim is lying he got mad at me because I asked for his boss and did not contact him first I never ask pepboys to do any service for me for free the only reason it was paid for by the zone manager mr brett is to barred from pepboys I paid for my brakes this year and my thermostat and cooling work that was done on my car the complaint as a home owner and a taxpayer and a resident of lansing no business is going to tell me I cannot come or go mr brett would not let me pay for bill of the 239.00 after my church agreed to pay the bill mr brett told me told me that it would be best that I find another mechanic becausepepboys do not want to service my car anymore based on what mr jim told him I never met the man mr jim need to be a man and tell the truth and stop hiding behind the zone manager and tell the truth the discounts that was given to me by pepboys was greatly appreciated I always paid for the services pepboy provided if I had not called the 800 number and called mr jim it would not had been any issues I already apologize for that and keep my Pastor name out of your mouth pepboys you do not what your talking about I always said my church is the words I use I am a woman I do not have to lie I can apologize when I am wrong but I will notaccept being lied on truth is always better I have all of documemtation for every service that was done on my car the freebill was to get rid of me not to help LET'S KEEP IT REAL PEPBOYS I do notfeel that the zone manager should reprimanded the mechanics of pepboys they did nothing wrong when I went to pick up this copy that the zone manager mr brett finally release to give me after I called the 800 number the coldness that I got from them was hurtful because those guys always treated me with respect that I do feel bad about that the issues that myself and mr jim had cause had nothing to do with the staff of pepboys and all the discount given to me to help me always came from the managers of pepboy which I am very grateful for every word I am saying now I can say in person and to correct I did not hang up on nobody.

Regards,

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]

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

I made an online appointment for 10 am , I was in 15 minutes early. Was informed it will take a while, I asked a tine range, Edwin would not give me a time range. I reminded him I made a appointment a 10 am appointment, he said there were nany 9 am sppointments. I asked why when on thrir website it just gives you an sppoitnment by the hour and diednt say there would be miltiple sppointments eithin that hour. I folliwef sfter 2 hours snd was informed thst my car was next, itd been 4 hours my car in not in the bay yet, and they 3 empty spaced fro previous car worked on. Btw, we are from out of town visiting a friend at the local hospital. Still waiting , there is no sense of urgency, everyone is procastinating and the front people gave the buggedt ego with no vustomer service skill at all. They make u feel they are doing you a huge huge favor and so dont follow up , we are pretending to be busy! Who pays for the service? Customers! Duh !
Fire them!

Review: I took my vehicle for a suspension/steering check to the Pep Boys in [redacted], California on Friday August 29,2014. My front mounts and struts, and brakes were replaced last November 2013. I dropped of my vehicle around 9 am, At about 330pm a service advisor called me and told me the struts were worn and that the parts would be replaced free of charge. The tech advised that I would only have to pay for the labor and alignment. At about 545pm I received a call that the car was ready. I arrived to pick it up and waited one hour in line with only one person in front of me waiting (There was only one advisor on duty). Once I received my car, I noticed a clicking noise coming from the front suspension when going over bumps, The ABS/Brake System light came on after the struts were replaced (There was no light on prior to this). I also noticed that when I would brake hard my steering wheel would turn to the left by itself while braking. I had not experienced this until after the struts were installed. I brought in the car the next morning the next morning, I explained all of the above issues to the advisor and explained to him that maybe a sensor or part was damaged or incorrectly installed during the strut replacement, The advisor said they would take a look and try and correct the problem. I never received a call on Saturday so I decided to return to the store around 730 since they close at 8 on Saturday. I spoke to Jahmar the Store Manager when I arrived he stated that the tech told him the ABS/Brake System light was on prior to me bringing the car in which is NOT true. He stated he would investigate the problem and give me a call on Sunday before 5pm (I never received a call from Jahmar) When I drove the car on Saturday night all the above issues remained the same (The suspension noise improved but there was still some noise coming from the left/driver side). On Monday I returned to pepboys for the above issues, I spoke to Jahmar he said he would take care of it. I took a test drive with a customer service advisor and explained he issues to him, He noted them all. At about 530pm I had received no call I went to pepboys to find out what was going on. I spoke to the advisor and he informed me there was a ABS sensor malfunction and that some parts were ordered. But the above issues remain. At this point I do not know what do since the store manager is not taking care of this issue. I received no calls from anyone on Saturday and Monday.Desired Settlement: All problems solved.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 2, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] returned to our facility, we fixed the sensor at no charge, however [redacted] is stating he is having a noise from his front strut.. [redacted] had been in a recent accident on that side of the vehicle and there is nothing more we can or will be responsible for.

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:

[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. The strut noise and the sensor was fixed by Pepboys.

Regards,

Review: On 6/12/2014, I brought my truck into Pepboys to be repaired . The front was making noise. They repaired what they said was the axle shafts. I picked the truck up, Saturday, however before I could get home , the truck stop pulling. I stopped at my moms house and called the store. They said to bring the truck back in. When I called the store back to see what time they closed, they were already closed. So Sunday morning, I brought the truck back to the store.They did not work on it Sunday. I was told they had to get to paying customers first. I felt insulted but let my truck there another day. Monday morning I went back and confronted the store manager he told me it was the transmission. That they don't fix transmissions. I brought the truck to the transmission place to be evaluated, (receipt included). I was told the codes show it was the front end. In fact, the same area they repaired. I brought the truck back to the store and the manager said they had to get another piece from [redacted]. I went by the store around noon and the service manager told me he had not part. I called [redacted] and inquired with my cousin, who works there about the part. He told me, No one ordered a part from Pep-boys. After that I went back to the store and was told my the manager to take my truck and leave. He refused to refund or repair the vehicle. I had to take my truck to [redacted] , because they were the first that could take it. And then I had to wait for an appointment. [redacted] said it was a wire they did not connect correctly in the parts they installed which caused the problem.Desired Settlement: I am not looking for reimbursement on the pieces , however I feel they should reimburse me for the service feel, at least the the money I had to pay [redacted] to repair what they would not.

My credit card tried to negotiate settlement they refused.

I have all the receipts associated with this claim, the transmission evaluation, pepboys and [redacted] repair. I could not find where to attach. Please let me know where to send them. Thank You.

Consumer

Response:

I want to thank you so much for for your help. We were contacted by PepBoy and did indeed repay us for the reimbursement of repair fees. I know this would not have happened without your help. Thank You so much for your assistance.

Review: August 16,2014 I took my 2011 [redacted] to Pep Boys

In [redacted] because my battery died they

Informed me they did not carry the size battery I needed

and offered to use a larger size battery, I declined

and said I would purchase it some where else, my car

Wouldnt jump start so that I could leave so the

Mechanic said he would use another battery to

Jump start it that action resulted in blowing out

The body control system and the Abs and radio

system. It cost me $2600 for the [redacted] to repair

Which Pep Boys paid me back for but at the time I

Did not know the radio didnt work until I got the

Car back. The adjuster at Pep boys advised me

That they would have to have an adjustor come

out and look at it, that was September 24th to

date I have not received a call nor a return call

From the claims adjustor that was handling my

Claim. I have left several messages for her Rhonda

G[redacted]. October 12 I took my car back to [redacted] So that they could verify that damage to

the radio was done by Pep Boys actions and

They confirmed it in writting that the system needs

To be replaced and it will cost $995.00. Claim #[redacted]Desired Settlement: For Pep Boys to pay to have my radio system replaced

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.

[redacted]'s concerns are being handled by our claims department.

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,