Pep Boys

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: 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 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: 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: 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: 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: 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 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: 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: 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 ([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] ###-###-####

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: 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: 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

Went to Pepboys today at the T[redacted] F[redacted]a location; at 2525 N Monroe St. to get four 10ply tires for my dodge 1500, after pricing several places pep boys appeared to be the best deal at $569.04. It turns out I could not have possibly been more wrong.
The manager; M[redacted], gave me a quote of $569.04 (without giving me details about what that included), and said I would get a free brake inspection, alignment check, and that a free warranty came with the tires. All great news! He said it would take at MOST an hour and a half.
I decided to hang out and watch the work being done. A young kid I believe named K[redacted] began the work. It took him twenty minutes to remove the first tire, and additional ten to twenty minutes to try and get the rim removed with the automatic machine. Finally he called over another attendant to help him get it removed. Then he began texting. I was getting frustrated at this point, since it had been nearly fourty-five minutes since the process began and he only had ONE tire removed. Another twenty minutes later he had put the new tire on the rim and loaded it onto the truck... only then did he realize he FORGOT to put pieces back on the rim.
At this point I was LIVID and called over Manager M[redacted], I asked him if K[redacted] had done this kind of work before. Manager M[redacted] said "He just hasn't used this equipment." I said "So he's never done this work before?" Manager M[redacted] said "No, not on this equipment." I said "What the hell, why did you give me a newbie? I don't want him working on my truck anymore." Manager M[redacted] said "I'll go help him in a moment." Several minutes later, he emerged from the back room with a bowl of cereal, munching away as he leisurely strolled over to where K[redacted] was STILL struggling to get the first wheel mounted right. Manager M[redacted] continued eating and did not help K[redacted] at ALL, instead he watched him struggle to get the second wheel off. I stood there staring in horror at the situation, finally after about five minutes, Manager M[redacted] realized I was watching and put down the cereal and began helping. When he walked back into the office, I told him again that K[redacted] should NOT be touching my car, I wanted SOMEONE ELSE to finish the work.
FINALLY, another mechanic came over and began popping the tires off, and replacing them. It took him only twenty minutes, what took K[redacted] nearly two hours. Even with as quickly as the new man worked, I was still there nearly three hours. Finally when the truck was finished Manager M[redacted] came back in. I told him that this was the WORST Pepboys experience I had ever had, and that although he had been nice to me it was clear that K[redacted] had no idea what he was doing and had no business working on a truck when he didn't know the equipment. Secondly I told Manager M[redacted] that he was badly representing his company, as the way I was treated... a young woman with a truck... made it seem that his company put the 'newbie' on the woman's truck because it 'didn't matter'. Manager M[redacted] said; 'It's alright!'
When I get in the car, already angry that Manager M[redacted] did not even offer me an APOLOGY much less a discount off my purchase... did I realize that I got charged for a $57.12 warrant that he told me was FREE. Not only that but I was charged for wheel balancing... how was that not part of the package? He said everything was included. If I had known the warranty was extra I would have never purchased it.
Needless to say, a HORRENDOUS experience, I will NEVER be supporting Pepboys again as a customer AND as a woman. I urge other potential customers to stop and think before you patronize this business!

In November of 2014 I carried in an aftermarket y-pipe assembly for my truck I was originally quoted $200 after 1 hour wait they told me they had to drop the transmission cross member to install the y-pipe and that was gonna be another $100??? I said okay do it( my truck had no exhaust or I would have told them to pull it outside an not to touch it) after it was installed I noticed on my recite they charged me an extra $50 to lower my rear end assembly?? They were no where near the rear end?? But I didn't feel like arguing so I left. Now early June 2015 I have a check engine light on I plug my scanner in and it says my O2 sensor is bad so I order one off the internet and when I go to install the new O2 sensor I notice that when pep boys installed my y-pipe they left the O2 sensors hanging and it caught my driveshaft and ripped the wires out of my trucks wire harness so I took it back to pep boys and told them to fix it they told me they can't find the correct harness for my truck. I told them not to touch it I'll come back to get it when I did I looked the harness up on there computer and they had it! So I went home and ordered the harness offline and fixed it myself( I used to be a mechanic I know when I'm getting **'ed) then I filed a complaint at pepboys and told them I wanted my money back because they didn't install my y-pipe correctly I got a call from the service manager apparently he knows everything there is to know about cars and denies me my money back and said there's no way that could have happened? I took a picture for myself and took it to his shop so he could see it and he's gonna give me this **? I'm not stupid when it comes to cars pepboys employees are! Long story short never got resolved never got a chance to talk to anybody higher up they would never call me back. I don't know how a business can overcharge so much and not install parts right and give the customer the runaround when they ask for there money back??? Very disappointed (by the way I had been getting my oil changed there for two years before this all happened $100 bucks a pop and this is how I get treated? Never again

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,

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: 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: 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