Pep Boys

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

Business

Response:

Dear [redacted]

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

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

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Consumer

Response:

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

Regards,

Review: 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: 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: 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: see Attached documentDesired Settlement: see Attached document

Business

Response:

Dear [redacted],

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

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

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

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

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

Regards,

Customer Service Coordinator

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

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

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

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

Business

Response:

Dear **. [redacted],

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

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

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

Regards,

Customer Service Coordinator

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

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

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

Business

Response:

Dear **. [redacted],

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

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

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

Regards,

Customer Service Coordinator

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

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

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

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 7 , 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Regards,

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

Product_Or_Service: AC Repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Review: 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: 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: copy of letter sent to PeBoys, this explains everything.

May 24, 2014- Original Date

May 28, 2014 – 2nd Request

To Whom it May Concern:

This is a formal complaint about the Pep Boys at [redacted] in [redacted], Virginia. We dropped our 2002 [redacted] at Pep Boys on May 17, 2014. We made arrangement to have the car fixed while we were out on town, returning on May 24, 2014.

We requested an oil change, tire rotation, inspection and to report that the windshield wipers did not work. I received a call from [redacted] stating the following: the car needed an engine mount, a windshield transmission and finally that it failed inspection due to the tinting.

I could certainly understand the recommendations about the engine mount and the windshield transmission however I became very concerned when I was informed that the window tinting was an issue. We have had this car for 10 years and it has always passed inspection, the tinting has never been a problem. The cost that I was quoted was close to $600, to have the [redacted] fixed and then we would still have the window tinting repaired/removed and the re-inspection to deal with.

[redacted] was very helpful and understanding when I explained that the window tinting had never been a problem in the past, she even when to the inspector and questioned him about the window tinting. She again called and explained that the inspector was correct and the window tinting would have to be replaced due to age.

After much deliberating we decided to only have the engine mount fixed, the cost was $260. We picked up our [redacted] and took it to [redacted], a certified/licensed mechanic. The car did NOT need a window transmission, the only problem was a lose screw; he also stated that the tinting was good and indeed our [redacted] did pass Virginia inspection. **. [redacted], called Pep Boys and voiced his concern about the service we had received. The response was that we would hear from someone within 24 hrs. I own 3 cars which have all had service at Pep Boy but this will never happen again, in fact I plan to tell everyone that I come in contact with at work, church and in my community about the rip off job we received at Pep Boys.

How can I even believe that the engine mount was a problem? The answer to that is I can NOT! I can only assume that we have been ripped off, cheated and taken advantage of, perhaps because I am a women.

Due to the fraudulent business advice that we encountered at Pep Boys I feel that we should be FULLY refunded monies paid to Pep Boys on May 24, 2014.

Again how can I believe that it was in need of repair; my windshield transmission was not, mechanic [redacted] only had to tighten a screw, and the window tinting and/or age of the tinting did not warrant a failed inspection. Perhaps the Revdex.com should be informed of the fraudulent business practices that take place at Pep Boys.

I was contacted by [redacted], the manager of the [redacted] store. **. [redacted] was extremely argumentative. When I questioned him in reference to the discrepancies over the windshield transmission, **. [redacted] stated that the evaluation was not extensive, this is truly disturbing. Pep Boys would rather fraudulent change customers then do an extensive investigation. **. [redacted] just kept repeating told this was a State Police issue.

A truly dissatisfied former customer,

[redacted]Desired Settlement: A refund to my credit card, less the charge of oil change, as this service was performed.

Business

Response:

Dear **. [redacted], We are in receipt of the letter sent to your

office by **.[redacted] on May 02, 2014. We would like to apologize for any

inconvenience **. [redacted] may have experienced at our Pep Boys

facility. **.

[redacted] was contacted by the service manager who addressed her concerns. The

service manger did give **. [redacted] a refund.We again apologize as well as thank **. [redacted] for allowing us

the opportunity to address her concerns.

Regards,

[redacted] Customer Service Coordinator

Review: Aug 25 2013 in the Morning I took my car to Pepboys to have the oil changed and have some other work done on my car I have gone there many times and they have always done a great job in the past. I get my car and I'm driving down the road and I smell oil on the way home and I think it's from some oil getting on the engine from the oil change.So I go home and think nothing of it next day when I pull away from my house I see a couple spots of oil so I pull back in and check my oil level it's the level is all the way up the stick. I had asked [redacted] the Master mechanic how much oil he was putting in and he said 5.5 quarts and if it's over a little it didn't matter . So I check online how much oil should go in my car and it's only 4.25 quarts I waited a few days and then called the Pepboys and asked them to take care of the problem and check it out for me and see if any damage was done . They told me because I had talked to person there about sometimes I get drips from the oil pan for a couple of day after a oil change that it was pre- existing condition. The oil isn't dripping from the oil pan it's dripping in three different places and now I'm getting big spots of oil it's getting worse not better. It's a older car but I have taken really good care of it and have invested a lot of money and time in it's up keep it's really unfair that it should be ruined by a bad mechanic who doesn't no his engines.Desired Settlement: I want them to fix the leak and undo the damage they have done

Business

Response:

Dear **. [redacted],

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

**. [redacted] brought his vehicle in for an oil change, he than called and said we put too much oil, we put what the car calls for.

It is unfortunate that **. [redacted] has an oil leak, but performing an oil change will not produce oil leaks, these are pre-existing oil leaks. We have offered to work with **. [redacted] on the repairs needed.

We are declining the request to repair **. [redacted]'s vehicle for free.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I drive a Pontiac Grand Prix Gt V6 it takes only 4.25 quarts of oil to fill the wholes system after a oil change. Pepboys Put in over 5.5 Quart plus of oil in my engine and destroyed my seals I have talked to experts at both [redacted] and [redacted] Automotive and they both agree damage will be done if you put to much oil in the engine like PepBoys did.

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,

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: Pepboys is not being reasonable they state that over filling your engine with oil won't hurt it and this is just not true. If Pepboys could send a link to a source that proves their point and not mine I would be happy to drop any and all clam against them. My source is from the GM Manual and talking too Master mechanics from both [redacted] and [redacted] automotive. If this can't be solved through Revdex.com then I will forced to have my car repaired and then sue Pepboys for the repairs , lost work time, rental car,and legal charges. I understand that Pepboys doesn't want to own up to the problem they created and will keep pushing it along till they think someone will give up.But that's not going to happen in my case I love a challenge and look forward to the next rejection. I'm also writing to ABC on-yourside to see if I can get them involved I kind of doubt they will but I will also be hitting up the other channels as well let's hope for a slow news day.

Regards,

Review: I don't really know where this falls under customer service or service. I just moved into [redacted] and wanted to find somewhere to get and oil change pepboys was the closest so I took my car there . Nextday I notice their was a leav in my driveway so I called them again to see if they can take a look at it they suggested an oil leak diagnostic. I made an appointment for Sat Nov 8th at 9:am I wss there on time I was told I can leave the car and they will call me with the results . I called at 11am to see wher they were at my car had not even been started on. The next time they contacted me was at 1pm [redacted] called and said my oil pan had a leak and the hose they also needed to change the oil again . I was confused about the charged for another oil change since they did it one week ago and if they were doing a professional job they would have notice while they were pouring oil in it was leaking out I agree to pay because I need my car for commuting the charge was $335 out the door so they started work on it I was the job took 1:30 to 2hours to complete pick the car up at 3pm let the worker know I had to be at work at 6pm she express it would be ready. Here is where is it got messy at 3:30 no one could give me any info on my car the mechanic that quoted me had left and they wanted me to leave my car there overnight so I was able to go to work had to call in left the car there overnight open at 9:30 a.m.no one called me to tell me anything about the car I got there at 11 o'clock on Sunday add a manager came up to me and said I was quoted the wrong quoted that it was going to cost me a hundred and something dollars to do the job my confusion is not the amount this is being caused it inconsistency of the right communicationI have lost two days of work I'm going to lose Monday also a stomach bug you will get it fixed I'm going to be charged still and nobody see** to careI was leaving my car with these people that I talk to you would do about it was very simple when I went under the car when .Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a payment discounted from the price to fix the car . Also for my to loss of two days pay I could have made other arrangements to get to work if I knew sooner also would like a compensate for the inconvenience they have caused me driving up and down and calling without them communicate clearly to me and it didn't seem like they cared until I broke down in tears the young lady [redacted] said she said yes thats whats the qoute the

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 25, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] was contacted and offered a refund

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

Regards,

Customer Service Coordinator

Review: Pep Boys ([redacted]-Store #[redacted]) Techincian performed (life threatening) negligent work and provided fraudulent recommendations.

03/16/14 - (1.) Had recommended rears brakes worked on. Rears lug nuts were not tightened to proper sprcifications; causing 4 of 5 lug nuts to fly off on the freeway. (2.) Prior to release of vechicle; rack & pinion system went out under Pep Boys care; without any signs (play, noise or leaks) of any prior problems with steering and (3.) additional front brake recommendation at $309 was checked out by another professional mechanic; who indicated that the front brakes were in good condition (not needing any repair). Due to the negligence and the fraudulent work recommendations; I am know questioning the extent & actual work needed on the rear brakes and the rack & pinion system mysteriously going out under Pep Boys care. If should be further noted that the techincian who did not tighten the rear lug nuts to the proper specifications (and put the lives of my family, myself and other in danger)was surprisingly reassigned to my vechicle to do the follow-up work (installing new lug nuts and making sure that they were properly tighten down). Thank you [redacted]. [redacted] ###-###-####Desired Settlement: Refund of the questionable rear brake job work, the recommended front brake job cost (as if the lug nuts didn't fly off; we were scheduled to have this work done and would have never known that this front brake job was not necessary), the questionable rack & pinion system replacement total cost and the towing charge to bring the car back to this Pep Boys location.

Business

Response:

Dear [redacted], We are in receipt of the letter sent to your office by [redacted]

[redacted] on May 13, 2014. We would like to apologize for any inconvenience he may

have experienced at our Pep Boys facility. The Are Director has communicated via Emails with **. [redacted],

he has aplogized and explained his course of action with the associate and the

process that was not followed. **. [redacted] was offered a refund on the Rack N

Pinion. That offer still stands. 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: 10047666 (Pep Boys Case # [redacted])I am rejecting this response because:

(1,) Based on a conversation with the Pep Boys # [redacted] Service Manager; the displinary action taken for the Pep Boys Technician who failed to properly tighten down the lug nuts placing the lives of my family & others on the road was a written warning. The was rather disturbing based on another Pep Boys Techinians statements; stating that this was this Pep Boys Technician 3rd warning and that any additional warnings would be cause for termination.

(2.) Pep Boys Area Manager never apoligized or offer any reimbursement for the tow charges incurred ([redacted], Ca. to Pep Boys [redacted] +- 60 miles one-way)

(3.) The reimbursement offer made by the Area Manager was "not" for the cost of the Rack & Pinion Service (Parts & Labor); but for the "labor only". The total charge paid was $195.48 (parts) and $385.28 (labor) or $596.40

(4.) Pep Boys nor the Area Manager never provided any explanation for the additional "fraudulent" "front brake" job recommendations; leading additional suspect that the "rear brake" job at a cost of $345.92 was potentially also not necessary. Please see attached statement for Professional Mechanic [redacted]; who reinspected and analyzed the Pep Boys front brake job recommendation.

(5.) Although I have been a long time patron of Pep Boys; this is the "second" time I have to place a major compliant due to negligence and poor service at Pep Boys # [redacted]. The other major compliant at this same Pep Boys location was Case # [redacted] (07/2012).

At this time, I am asking Pep Boys to review this additional information and respond.

Regards,[redacted] ###-###-####