Pep Boys

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: Took my [redacted] to have the timing belt and water pump changed. When leaving the serpentine belt came off and rag behind the radiator was left. 5 months later the engine broke. Took back to Pepboys and find out the tensioner broke and wanted to charge me $100 for no crank check. Said bc the tensioner did not look like it needed to be replace they did not replace it. Looking at videos, looking over [redacted] products site and speaking with other mechanics (3 which are in the family) said due to all the parts having the same milage everything in the timing kit should been used/ replaced including the tensioner. The people working there were very rude and did not take fault with own actions nor apologize when the serpentine belt came off. I was on a trip when this all happened and my insurance would not cover the extra tow miles nor the rental to find another car. Still, no apology for the situation. I pride myself with customer service coming from working with [redacted]. There is not one apologetic or sympathetic bone in this companies body. We called corporate and the customer service there is the same.Desired Settlement: Replace my engine and refund the tow and rental fees.

Business

Response:

Date Sent: 5/8/2014 4:12:48 PMDear [redacted], We are in receipt of the complaint sent to your office by **. [redacted] on April 17. 2014, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility. **. [redacted] came in with a written estimate from [redacted] Tire for timing belt and water pump replacement on his 03 [redacted] with 87356 miles on it. **. [redacted] declined any further inspection and requested that we only perform the work listed on [redacted] Tires estimate. We replaced the timing belt and timing belt component kit which contains the common wear parts associated with this procedure ( idler pulley and tensioner pulley ) along with the water pump. On 04/04/2014 **. [redacted] returned with the [redacted] with 112463 miles on it which is 25107 miles after repair and the engine will not start. The technician found that the hydraulic portion of the tensioner had failed causing the belt to jump which damaged the engine, this is not a normal wear item so therefor not a recommended replacement part and is not included as part of the timing component kit. **. [redacted] has been informed that the repairs done at our facility are out of warranty.The repairs were warranted for 12 month or 12,000 miles on the work that we performed, but **. [redacted] have driven over 12,000 miles. Also the part that failed is not a part that we replaced.**. [redacted] was contacted by the Area Director and **. [redacted]'s request for a refund or repairs have been denied. We again apologize as well as thank **.[redacted] for allowing us the opportunity to address his concerns. Regards,

Review: Pep Boys advertised a $50.00 rebate for a cold air induction by [redacted] Part # [redacted] SKU:[redacted] . They claimed that a rebate was never offered but when I produced a screen shot of the offer they then offered a $50.00 gift certificate as a compensation. They never produced the gift certificate!

I have called several times about this to no avail. Below is a copy of the email I recieved about this issue.

Thank you so much for your patience in this matter. I do apologize for all the confusion on our end. We will be sending you a $50.00 Pep Boys gift card. Can you please provide me your billing address so we can send it out as soon as possible for you.

Thank you and have a great day,

________________________________________

Customer Service Team

Pep Boys Customer Relations

[redacted]Desired Settlement: I believe that I have been more than patient in this matter as it now has been well over a month. I do not see at this point why I should accept a gift certificate for this at this point since the original offer was for cash. They should also apologize for all that has happened.

Business

Response:

Dear [redacted],

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

We apologize for the delay. [redacted]'s gift card has been sent.

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

Robin S[redacted]Customer Care SpecialiPep Boys

3111 West Allegheny AvenuePhiladelphia, 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,

Review: My truck went dead the 26th of July on the 30th I had it towed to PEP Boys. Because of what I had read on their web sight. They called to ask if I wanted the diagnostic machine used on my truck. I said yes I want to know what was wrong with everything. They replaced a battery I did not need and fuses that cost $7.99 and said I could pick it up. I ask if there was anything else wrong and that I did not need a battery. The price was $402.39. There was no written estimate. Nine days later the truck did the SAME THING! just died! This was the 11th Aug. I had it towed back to PepBoys. [redacted] the store manager said he would make it right. He made nothing right. I was given a lot of promises,by him but the next call was to tell me they started working on my truck all ready. [redacted] had given me a verbal estimate without looking at it. This is why my truck was there for 3 days. [redacted] would talk to me again,someone else did with promises and lies. the same thing they were waiting on a part and they would call me. The call came for me to pick it up. As soon as I left it broke down again. [redacted] says he gave me a discount, but I believe he marked everything up,did not do the job right the first time,maybe changed the battery. I was charged for an extended warranty of $56.70.I was told about ,a battery for $206.24,no signed or checked estimates,no old parts retuned or core fee. I lost gas in my gas tank, the fuel pump was 3 times the price. They say they beat any price by5% and the month of Aug. was with a 10% discount and a free check. [redacted] uses very bad business,and is rude.The last bill was $803.71 and I still do not know if it is fixed. On the 11th of Aug. Pep Boys said they were alone in the store and could not help me .This was the beginning of lies and cons. I have contacted Pep Boys headquarters,their 800#, and told [redacted] to give me the other 10%, the diagnosticand the battery. The gas and the warranty. He refused! All together the bill was $1400. and great stress every time I move my vehicle.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Because I have been put through so much and tried to have this made right as [redacted] said. NOW, I would like a full refund. No estimates,and no professionalism. Also the gas that was in my tank and the extended warranty. I would have taken the $40239, except they have made it hard on me all the way around. because Idon't know if they did what they said.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated October 15, 2013,

**. [redacted] returned to our facility and was refunded $250.00 for the battery, installation and the towing. **. [redacted] was satisfied with this resolution.

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

Regards,

Customer Service Coordinator

Review: Mr. Christopher H[redacted] excepted a refund that was not suppose to go to him in the amount of 80.00 from my warranty company (route **'')HERE ARE THE FACTS:on september 4th my 2006 [redacted] stopped working. It would start up and cut right off. I called route ** my extended warranty place and they sent out road side assistance. The Gentleman who came to help me thought it may be the battery so he tried to jump start the car and that did not work. He said it may be my starter and asked if I needed a tow. I had to call my extended warranty place back to have the car towed to pep boys ([redacted]). I arrived at pep boys at 9:33am and Mr. Chris the store manager took the car in and his team said that it was the battery and then they said it was the starter as well. They were under the hood of my car for so long they came back and said that I see you have a brand new alternator. the time is now 4:00pm and I had to take my three babies to get something to eat. I had been there so long I did not know that time had gone by so far. The technician working on my car came out and said that they did not know what they had done wrong to my car, but it is not working and they somehow triggered the anti theft mechinism in my car and my car had completly shut down.. Mr. Chris asked me if I had someone that he could call that may be able to help them with fixing my car and taking the anti theft lock off of being locked. I gave them the number to my technician and I also told to try googling it on the internet. I'm panicking because it is getting late & my children are tired. It's 5:30pm, I had to call my children's godmother to come and pick us up because they could not fix what they had broken on my car. so at 6:00pm my car had to be towed for the second time to [redacted] (san antonio, tx) to [redacted] my technician across the bridge. MY car was safely recieved at [redacted] and [redacted] said that there was definitely some faulty wiring & PEP BOYS is at faultDesired Settlement: I WOULD LIKE MY 80.00 DOLLARS BECAUSE PEPBOYS DID NOT FIX ANYTHING EXCEPT LEFT ME OUT OF WORK FOR THREE DAYS WITHOUT PAY CAN YOU PAY FOR MY THREE DAYS OUT WITHOUT PAY FROM WORK AND THE THREE DAYS THAT COST MY CHILDREN FROM GOING TO SCHOOL.

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 Ms . Ervin may have experienced at our facility.

The Service manager addressed [redacted]'s concerns and offered a refund, which [redacted] did accept.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: 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,

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: A couple days before New Years, I went to Pep Boys to have my shocks replaced. I received a call from the mechanic stating that during their routine test drive, the axle had broken, resulting in the need for a critical and immediate repair. The cost would be roughly $1200 for a used part- considering this was not the repair I had originally come in for, and the damage occurred under their care, it should be their responsibility to fix it. The tentative agreement was to repair the part minus the cost of labor, assuming the service was performed within a reasonable time. The shop ordered parts that had too much rust, requiring them to order another. This has now happened 4 or 5 times, and I've been without a car about a month. I've contacted the store multiple times, spoke with a service manager who did nothing, and contacted their corporate headquarters and have been repeatedly told that they would call within a 24 hour time period to resolve the issue to no avail. I was also told by corporate that there was "no upper level executive that I could speak to to solve this problem, and that the complaint would be forwarded to the store in question." Since my second call to corporate, I still haven't been contacted. As I previously stated, it's been a month since I've had my vehicle.Desired Settlement: Complimentary and immediate repair of the axle, which broke under their supervision. Will pay for cost of original service (shock replacement).

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on January 23 2014,

**. [redacted]'s concerns were 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 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: I purchased a mirror from the Pep Boys located at [redacted], PA [redacted], on 12/23/2013. The mirror had to be special ordered and I paid in advance. After three weeks of not hearing about the part's arrival, I contacted Pep Boys and they stated that the item was on backorder and they were not getting it in. I was informed that my order was going to be cancelled. I requested that the money I paid, $45.35, be refunded. I never received my refund. I disputed the charges with my credit card company and they did not receive a reply from Pep Boys. Below is the letter I received from my credit card company.

Dear [redacted],

Why we're writing you

Thank you for being a valued My [redacted] TM [redacted]® cardholder.

We recently requested additional information or documentation from you regarding the disputed charge(s) below:

Transaction Amount Transaction Date

$45.35 12.23.13

Unfortunately, we did not receive a full response to our request. As a result , we completed our investigation based on the

information that was available and closed the dispute case.Desired Settlement: I would like my card refunded immediately. Thank you

Business

Response:

Dear **. [redacted],

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

**. [redacted] has been given a refund.

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

Regards,

Customer Service Coordinator

Review: Ok, I'll start off by saying that I do not know how to describe the primary nature of this inquiry. I could talk about a few things that weren't fun at a local store, I'll leave that for last, but otherwise I've fairly enjoyed going to pepboys. Right now I want to describe a personal issue that I have in paying for tires. For one, I'm broke. I'm in the mental health field and I am waiting on a license process that has a 5-10 month turnaround. Second and most importantly, I had one tire go bad from original vehicle at needed replacement prior to the other 3. This makes for a bad scenario of basically needing one tire or two at a time vs. all 4, which means I am left outside of the usual scenario of having the buy 3 get one tire free deal. Otherwise, I will never go back to the pepboys off of prospect in [redacted], NJ. I came in and asked for a 3 year battery repeatedly, and said I'd get one. I had to go out of my way to check the battery afterward and it was 2, even though the guy said it was 3 several times at the desk. Then he blamed the crew. I came back the next day for the battery, the crew was nice enough to include the erosion protectors on their own, otherwise the desk guy ignored my request for a tire rotation after now 20K on the tires. He said they were fine and do it later, yet I am convinced he dishonestly wanted to avoid doing that free service so he can get to other cars.Desired Settlement: I am wondering if you could allow a buy 3 get one free tire deal if I buy 1 or two per visit (or close to it) vs buying all at the same time. If I can do that I would very much appreciate it and like I said I'd need any help you can offer. I moved out here in NJ from AZ and my tires can barely handle the snow. I have an account set up already on pepboys that should show the 1 purchase already. Thanks for considering. Otherwise, you might call that [redacted] store and make sure they have their ethics in check...!

Business

Response:

Dear **. [redacted],

We are in receipt of the concerns sent to your office **. [redacted] on February 25, 2014.

The Area Director of our [redacted] location has contacted **. [redacted] and has advised **. [redacted], that Pep Boys will work with him in purchasing new tires.A 25% discount off each tire was offered and we will also look at the battery in the vehicle.

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

Regards,

Customer Service Coordinator

Review: I brought my vehicle into Pepboys on May 24 and asked them to replace my fuel pump due to the car not turning over. They told me that they would run a diagnostic and check the fuel pump. I received a phone call from them later that day telling me that the fuel pump was not the problem but the rely was dirty. They stated that they checked the fuel pump and that it was in new condition and did not need to be replaced. I was able to pick up the vehicle that evening. Over the next few weeks the car had the same problem on and off and on June 10th I was not able to start the car at all again. I had to have it towed to [redacted]. I was informed by the mechanic that the fuel pump needed to be replaced. On June 11th I was informed by the mechanic that there was no way the fuel pump was in working order and should have been replaced awhile ago. On or around June 11th I filed a complaint with Pepboys and have not been able to get any feedback or resolution to the matter. It took over 2 weeks for the manager of the Pepboys to respond to the complaint and would call on his way out the door. On June 28th I received a call from the Regional manager who called from a store he was at but did not leave a number to reach him at.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the cost of the Tow, rental car and the difference in service refunded.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 1, 2013, We would like to apologize to **.[redacted] for any inconvenience she may have experienced at our facility.

A diagnosis was performed and nothing showed the fuel pump defective, so the technician recommended cleaning the relay because it was corroded.

We did not lie, we just did not see the fuel pump as defective.

The Area Director has left his cell number for **. [redacted] to contact him. We ask that **. [redacted] contact [redacted] the Area Director or return to our facility with the receipts and ask for [redacted]. After review of the receipts a decision will be made.

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

Regards,

Customer Service Coordinator

Review: My son had what we believed to be an oil leak in his 2004 [redacted].He took it to Pep Boys on 7/22/2014 and was told that the oil pan gasket needed to be replaced.Repair performed the same date and my son was charged $410.02.The car continued to leak the same fluid upon returning home which progressively got worse.On 8/1/2014, my son returned back to Pep Boys to inquire why still leaking if repair made.Pep Boys looked @ car & said it was transmission fluid not oil leaking & quoted additional $475(approx) to repair.My son left as he did not have the funds.I approached the store Service Mgr Kenneth G[redacted] & asked why this wasn't correctly diagnosed/repaired 1st time.He said the oil leak was "SO severe" they didn't notice transmission leak.Questioning that once the repair/replacement & clean up of parts were made why wouldn't the mechanics check for or notice the additional large leakage.As this was the same fluid that was initially leaking I asked for further repair to vehicle @ no cost or refund of labor charges.Mr. G[redacted] then lied and stated "we don't even do this type of repair here"-after quoting my son a price of $475 to make further 'repairs' to his vehicle.What were they going to repair for the additional $475 if they do not do the work there?These are deceptive business practices designed to rip off the consume and I now question the validity of the initial "oil leak' repair as the same fluid is continuing to leak and whether the initial repair was even made.Desired Settlement: Assuming that the 1st repair was in fact made & the new parts are on the car, I am only asking for refund of the labor charges of $244.64.

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.

[redacted] was given a refund for the labor amount that she was charged.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: Oil change was performed and oil plug was not tightened enough which caused oil to leak. Over time enough oil leaked which caused the engine to cease.Desired Settlement: Repair of car engine.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 21, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

This case is being handled by our claims team.

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

Regards,

Customer Service Coordinator

Review: On May 21 I did a purchase and FREE ac check in amount of 10.67$ Later when I was checking my statement there was another charge in amount of 23.92$. I contacted the store they ask for transaction number I gacve it to them they said its too short. I did not have any other. Manager promised to call me back. No one did. I wrote complain to pepboys and no answer. I already disputed the chargesDesired Settlement: How this could happen and of course refund to credit card

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated June 17, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

We pulled the receipt for [redacted] and see he was charged $10.67. If [redacted] has a receipt that states other wise, we ask that he return and speak with the manager [redacted]. If there is an over charge [redacted] will receive a refund.

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

Regards,

Customer Service Coordinator

Review: I brought my vehicle, a 2002 BMW 325ci, into Pep Boys to have new tires installed on it. About a week later, while it was up on a rack at a different shop having an oil change performed, I became aware of severe damage that had been caused to the inside of my wheels by Pep Boys while they were changing my tires. They caused deep gouges into the inside on all four of my wheels inluding gouges that go around most of the inside of the wheels creating a long deep streak. This damage is not only cosmetic, but damages the integrity of the wheels. I brought my car back to the Pep Boys location and showed the manager the damage. The employee working in the shop looked at the damage with him and told us that that damage is normal and happens to every wheel that they change a tire on. They admitted that the damage was absolutely caused by them. He even volunteered to show me other customers' wheels that they had damaged to prove that it was normal. The manager told me that I could get a second opinion if I wanted from another shop. That is what I did. Everyone else that I spoke to agreed that damage like that was in no way normal. I figured that was the case, as I have had numerous tires put on those wheels, and there was no previous damage from previous tire changes, including ones performed by Pep Boys. So I informed the manager of my findings and requested that they replace my wheels, as they heavily damaged them and repair that would fix their integrity was not possible. I asked for new factory BMW wheels exactly like the ones that I had on the car already so that I could have what I had before they ruined them. They put me in touch with a claims adjuster for their insurance company. I explained to them what happened and met them out at that Pep Boys location to look at the damage. They agreed that the damage was in no way normal and was unacceptable. While were there, we asked a worker in the shop to show us the machine that they use to replace the tires and demonstrate how it is used. He showed us that these four metal gripping pieces with rubber padding on the inside move in and make contact with the outside of the rim and hold it in place. However, the damage was caused to the iniside of the wheels. Looking at the outside of those gripping pieces was bare metal teeth that exactly matched the gouge damage on the inside of the wheels. It was determined that the damage was caused because the technician had used the machine incorrectly and backwards. Instead of the grips coming in to hold the outside of the rim with the inside of the grip, the grips had moved outward to hold the inside of the wheel with the outside of the grip which caused the damage due to the sharp metal. Before they got me in touch with the adjusters, the Pep Boys manager asked me to send him quotes for the new wheels, which I provided him. These estimates included the costs of the new wheels plus installation. After the adjusters looked at the vehicle, Pep Boys issued me a check that didn't even come close to the replacement costs. It barely even covered the cost of one wheel. I have attempted multiple times to make contact with Pep Boys, and I have gotten no response from them. I have photgraphic evidence of all of the damage as well of the machine that was used incorrectly.Desired Settlement: I want to have all four wheels that Pep Boys damaged replaced with new factory BMW wheels, exactly like what is currently on my vehicle. My current wheels have been damaged not only cosmetically, but their integrity is severly damaged as well. I want them installed by a company of my chosing that is not Pep Boys.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 11 , 2013.

It was determined through the claims adjuster, that the wheels could be resurfaced and did not need to be replaced.

[redacted] was sent a check for $470.46 which he cashed. If [redacted] decided to purchase new wheels than that would be on him to pay the difference.

This claim was paid and closed.

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

Regards,

Customer Service Coordinator

Review: License number [redacted] Pep Boys. On 6/15/2013 I asked for an oil and filter change and inspection of a used car I had just bought. Front and back brakes, serpentine belt were recommended. I asked for only the back brakes and the oil and filter change. They never called and put the most expensive rear brakes in. They did not do the oil and filter change as asked. I did not know this til I arrived home. I cam back on 7/22 to have the front brakes done. I found out they had not done the oil and filter change. Once again I asked for it and they only put the ceramic front brakes in. Did not call and ask what was my choice on pricing ref the brakes and put the most expensive in. One day later the engine light came on due to a faulty soilnoid leacking oil. At this time they do the oil and filter change and I lodge a complaint with their company. The area manager referred me to another pep boys. The cost is close to 400 yet it is their fault having never done the oil change as I asked. The only time they have ever called me regarding repairs is when the bill was 1200 in April on my other car and they wanted to be paid that evening because they stated their payroll was closing. I came at once to pay, walked, the service managers were discussing the drinking they were going to do in the evening. As you can see, not very profesional. They have completely taken advantage of a female retired military customer by not doing simple maintenance as requested and doing only expensive repairs that might not have been needed.Desired Settlement: DesiredSettlementID: Refund

I want the money completely refunded on the repair that was done on August 9, 2013.

Business

Response:

Dear **. [redacted],

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

**. [redacted] did receive an oil change and no refunds are due.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Thank you sir. Pep Boys addressed that I had a oil change. The tapes were in fact pulled by manager. What they DID NOT address was it was after the 3rd request which caused damage to car. They were in fact fined for never giving an estimate 4 times by the California State Bureau of Auto repair. This is illegal. I want my money back for camshaft actuator cost due to no oil change when asked.

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:

From: [redacted] <[redacted]>

Date: Sat, Dec 21, 2013 at 3:33 PM

Subject: RE: Complaint #[redacted].

....and I stand firm with my response. California department of Auto repair fined them for not giving estimates which is against the law so I am telling truth. Hope no one ever goes there.

Review: I received an email from Pep Boys stating that if I filled out a survey I would receive a $10 dollar off coupon. I am pasting the content of the email. "Thank you so much for choosing Pep Boys for your vehicle needs. To ensure that we provide the absolute best customer service experience now and in the future, we need your feedback!

This survey will take approximately 10-12 minutes to complete. To express our appreciation for your time and input, upon completion of the survey you will be presented with coupons for $10 off your next retail purchase. You will need to print the coupon upon completion of the survey and redeem it by the expiration date shown.

To begin the survey, please click on the link below.

Click here to begin...

Thank you in advance for your participation!

Sincerely,

Chief Customer Officer

This e-mail was sent by [redacted] (USA). To receive no further e-mails, please click here or reply to this e-mail with "unlist" in the Subject line.".

After I took the time to complete the survey, the coupon popped up but it had different stipulations. These stipulations were that it had to be a 30 dollar purchase and it could not include any sale items. I took it to the store in [redacted], NC and attempted to purchase 5 liters oil and filter, filter tool and gas additive. The oil was on sale but the filter tool and gas additive were not and totaled 12 dollars. I was told there that the coupon would not work because the Oil was on sale. The email that I had received never stated any such stipulations when it led me to the survey. I tried to explain this to them but they would not help me. I later called Pep boys customer service and a manager from the Fayetteville store called me back and said that if I wanted to come back in he would give me a $10 dollar discount. That is something, but it does not make up for my time and gas driving to Pep Boys, neither does it make up for this deceiving advertising .Desired Settlement: I would like for Pep Boys to be honest with its advertising and if it promises a coupon for filling out the survey then it should provide it or state the stipulations before a person wastes their time taking the survey. I would also like an apology from Pep Boys senior marketing management.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated June 14, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

We would first like to thank you for your patronize, and also apologize for the trouble you went through with the online coupon. We will definitely look into re wording the coupon.

While we cannot make up for the time you traveled to our facility and the inconvenience this has caused you, We hope that you will accept the gift card we sent to you and hopefully give us anther try in the future.

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:

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

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

Regards,

Review: Over the past 6 months I have been working with Pep Boys regarding repairs to my vehicles brake system. Every time a repair is complete, it is only a matter of time until the product breaks. I have replaced both calipers, had my brakes redone twice, and I am not bringing my car back for repair again. My vehicle is a 2006 [redacted], less than 100,000, and I have kept it in great shape with regular oil changes and inspections. Recently, I had my master cylinder fixed for the second time last month (the first repair was 6 months earlier) and I am now bringing my vehicle back for a third time to repair the master cylinder. When I spoke the manager last time, I was told the master cylinder provided to me last time was not refurbished, but a new master cylinder from dealer. After bringing my car in for repair this time, I spoke with an employee who advised they did not use a new master cylinder last time, but they are going to use a new one on this repair. How will I know if they are being honest this time around? I have paid for labor on the calipers once, the brakes twice, and will not being paying labor on the master cylinder for a 3rd time. Are they intentionally repairing my car incorrectly so I continue to go back? I have had a horrible experience with this location of Pep Boys, I am constantly placed on extremely long hold times and sometimes I am on wait so long I need to hang up and call back. It has gotten to the point where if I want an update, I need to go to the location. I have had to rent 3 cars in order to get around during their times of repair. The first time they were fixing the master cylinder, it was complete within one day. Not a bad turnaround time. The second time around took 5 days. This is when the customer service fell off and I had a lot of difficulty getting in touch with them. It wasn't until I said I was going to file a complaint with the Revdex.com until the car was taken care of. Now, my car has been in the shop two days and the part may not even be delivered by day 3. The combination of poor customer service, inattention to detail and improper repair, and over charging on repairs has made me never want to work with Pep Boys again. Once my car is finally fixed, I will never go back, not even for an oil change. I have been forced to return because of the lifetime warranty offered.Desired Settlement: In a perfect work, I would like to be refunded for the labor that has been done on my repairs. I am fine with paying for the work done to my car, that is not the problem. I have been charged multiple times for the same labor being done and I have paid so much money for such simple repairs over the past few months. Most importantly, I really just want my car repaired so I never have to go back to Pep Boys for work. I have been back and forth with Pep Boys so many times over the past few months that the employees remember the car and key chain I use.

Business

Response:

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

your office by **. [redacted] on June 25, 2014, We would like to

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

Boys facility, and to your office for the delay in our response. In order to further assist

**. [redacted], we will need **. [redacted] to provide the location of the Pep Boys

facility that he visited. Once we receive the Pep Boys location he visited 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,

[redacted] Customer Service Coordinator

Review: I am writing to let you know about the worse experience we have ever had with ANY business. My wife contacted a local Pep Boys (Store #[redacted]) to schedule an appointment for a vehicle inspection. Her car was making a knocking sound when she made a left or right turn.

• We arrived on time to the scheduled appointment on Saturday, April 6, 2013 @ 11:00 am. We were then advised by the service clerk that, although we had an appointment it would not be likely that we would even be seen today since it would take at least two hours to get checked in for the appointment. Naturally, I was surprised to hear that. The service clerk offered to reschedule us for the next morning. I agreed to the reschedule.

• We arrived on time to the rescheduled appointment on Sunday, April 7, 2013 @ 9:00 am.

• Shortly after 2pm we received a call from Pep Boys with their analysis and estimated costs. I asked the person I spoke with, what was the most immediate service that was required for safety reasons. He told me that he had to call me back because the technician was at lunch and he wasn’t sure what he would say. I agreed to wait for the call back.

• An hour later after NOT receiving a call I decided to call Pep Boys to follow up. I called @ 3:03 pm (on my phone records). I was put on hold for over 15 minutes.

• While on hold I decided that we would just drive over and find out what was going on. We arrived shortly after 3:20 pm.

• I stood at the counter for five minutes before someone came out. At this point I decided that I would not leave the car for them to work on since they could not even return my phone call timely.

• At 3:45 pm I received a receipt and printout of what the inspection found. No mechanic, no manager, no one talked to me about what was wrong, what needed to be done, what safety concerns they might have. The only thing I received was a bill for $21.39 for the inspection. The clerk behind the register didn’t even give me my keys. So after 10 minutes of more waiting I went back in and asked if I was supposed to guess where my car was. Finally I got the keys to my car.

During the time I was in there waiting for my car one of the clerks at the cash register looked over to one of the technicians and asked “ is everyone else out to lunch besides you? No one is answering these calls from the customers asking about their cars. This is why we get chewed out.”

It really was a horrible experience in the store. There was absolutely no organization, no accountability, and I felt that they could care less about what was wrong with my wife’s car.

We will NEVER visit a Pep Boys establishment again. And we WILL share our story with our friends, family and co-workers. The lack of service we received was certainly not worth $21.39Desired Settlement: Honestly the management staff needs to take a look at their staffing in this location. If you are going to service customers effectively then you need to have adequate staffing. They need more organization and structure.

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Fri, Apr 19, 2013 at 10:36 AM

Subject: [redacted];

To: [redacted]

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 9 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

We apologize to [redacted] and [redacted]. [redacted] for their bad experience at our facility.

The Service Manager will address the lack of Customer Service and the staffing at this location and will ensure that this will not happen in the future.

We would like to offer a refund to [redacted] for $21.39 and hope that he will accept our apology.

[redacted] can return to this facility or we can mail him a check, if that would be more convenient to him.

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

Regards,

Customer Service Coordinator

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. I would be fine with them mailing a check to my home address.

Regards,