Pep Boys

Review: Last year my brakes needed to be replaced so we went to pep boys where we bought the front brakes for my 2001 chev cavalier we were told they ha life warranty so we uses my dad's pep boys reward card and used his phone number for the warranty information. But when we went back on july 3rd this year we were told they were not under warranty even though the did have a small deep scratches they said worn out brakes are not under warranty. when they tried to look up the information using my dads number [redacted] kept saying he was not in the system. my dad specks Spanish but doses under sands and can speak some English my dad was telling the rep we had bought several other car parts and have always gives his phone number for warranty. [redacted] my dad then found his rewards card and his name came up right away!!!!!! [redacted] who was also at the front said here we go again and said he was going to get a Spanish associate from the tire department, to better explain the warranty policy. the rep that was looking at my dad's information told us that sine they brakes were not installed but them that they wouldn't be able to warranty them because there was no telling what had happened to the brakes. I then replayed they had NEVER said that when the brakes were bought. we then spoke with the spanish speaking tire associate who said there we deep tiny scratches that they would be under warranty but that they did not have them I stock. so he called another location and said they would have then friday morning by 9am. since I had a car with no brakes I missed work on friday and we (my dad and I ) we to pep boys to pick up the bakes we were told again that the brakes were not under warranty after going back and forth we were back at square one again. why didn't they us to inform us that they were going back on their word and not horning our warranty instead of making us drive there only to argue???????????? we went to [redacted] where we bought some brakes for $40 and were told they would have life time warranty and that we should get them changed out before they get really worn out or get cracks since it could be dangerous. not only did pep boys not keep their word and promises but they cost me money - having to call off - and time!!!!!!!!!!!!!!!!! Some one should teach them some real customer service!!!!!!!!!!!! my dad then called pep boy corp to file a compliant only to be told that thay would return his call with in 48hrs, only to get a call a WEEK later from the same person we spoke with at the local [redacted] location!!!!!!!!!!!! the manager just said he was going to speak with the associate. How dose that help the fact that I lost a full days of work, money and time??????????????????Desired Settlement: I feel it would only be fair to get a refund for the brakes we had to go to another company and buy when they WERE under warranty with pep boys!!!!!!!!!!!!!!!!!

Business

Response:

Dear **. [redacted],

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

We contacted **. [redacted] and explained that our brake pad warranty is lifetime for manufacturer defect only not for wear out warranty.

We apologize for any mis communication on our part and would like to offer a merchandise card. If **. [redacted] would like to accept this, we ask that she return to our facility and speak with a manger.

Again we apologize as well as thank **. [redacted] for allowing us the pportunty to address her concerns.

Regrds,

Custoer Service Coordinator.

Review: On 2/16/2013 I went to [redacted] tires to purchase 4 new tires for my 2001 Pontiac Montana and I was recommended to get an alignment and I went to one of your stores (Pep Boys at [redacted] in [redacted] FL). I got the alignment done and left the store after about 45 min of being at your store getting the service done. I had new tires and alignment on my van. On 5/28/2013 as I am riding down the highway my Tire explodes and I lose control. I was able to gain control of the vehicle and pulled over to the side and 2 and 1/2 hours later the Florida highway patrol and the Road Rangers come to help me and remove the tire. They both told me that the tires were riding on its side because the alignment was bad. I called Pep Boys that day after work and spoke with the Manager that was there that day and I explained what had happened and he quickly said that it was the malfunction of the tires. I told him I had the tires replaced the same day that I had the alignment done and they were both just a few months new. I had the tires done first and then I drove a few feet over to Pep Boys. I took my Car to a Mechanic and I asked the mechanic if he could look at the tire and tell me what he thought just by looking at the tire. He quickly said you need an alignment and he told me to go to Pep Boys. I told him I had the alignment at this pep Boys and this is what happened. He recommended that I go to another pep boys and not mention that I had an alignment done by them but ask them for their opinion as to what they thought I needed done on my vehicle once they looked at the tire that I had taken off that exploded. I drove to the Pep Boys (#[redacted]) at [redacted] FL [redacted] phone number ###-###-####. I checked in with the person at the counter and I tell him that I think I need an alignment but I was not sure and I explained what happened on the highway and that I wanted to show him my tire that was in the back of the van. He had my keys in his hand and I walked behind him towards my Van and he opened the back and looked at the tire and began to tell me that I needed an alignment really bad and I could not get and alignment unless I purchased 2 new tired. I asked can he just do the alignment and I would get the tires later because the tires were new and he told me NO. We walked back in the store and I pulled out my receipt from the first pep boys store and told this person that I already had an alignment done by pep boys and this was the outcome of BAD work done by that store. They tried to work with me and even offered to give me an alignment for just $49.99. I told the person that I did not agree because I almost lost my life because the bad alignment done by that Pep Boy’s employee at that [redacted] store. He told me he would talk to the Manager and see what they could do to help me out. I waited a while and I thought a manager would come out to talk to me and the employee came back out with a man who never identified himself to me and never once said Hi I am the manager and I will try to help you. He came over with the employee and said this is what we can do for you we will give you a free alignment and 2 tires for $199.60 I said why should I pay for something that was your companies fault and the employee said what do you want us to do give you 2 free tires we are not going to do that. I was offended because this accident was not my fault and it was because of the negligence of your Pep Boys employee for not doing the alignment the proper way. The employee at the store even told me that he agreed the alignment was not done correctly. Is this how a manager runs his store that he does not come out and talk to the customer face to face to come up to an agreement? I have used Pep Boys many years for all my vehicles, my brother, Sister, Father and brother in law all use pep boys and have all heard this story d are really thinking about using your services. I finally paid the $199.60 because I needed to get my van fixed because it is my only means of transportation. I am not satisfied with how I was treated and will take this matter further. I will be contacting the Revdex.com and if they tell me to contact the media I will contact the media because this was handled very wrong. You allow simple employees to handle matters that management should be up front making sure long time loyal customer are happy. I know it was not this second stores fault but they all work for the same company PEP BOYS. Thank you for taking the time to read this and if you would like to rectify this situation please contact me.Desired Settlement: They did service to my vehicle and almost caused me to be in a serious accident then tried to get me to pay for services and tires that should have been replaced because of their poor employee work ethics. I emailed them on June 4th 2013 and I never got a response. Here is their reply on their page.

Based on the details you provided, your case will be assigned to the Pep Boys department that can best help to resolve your issue.

You will be hearing from a Pep Boys representative within 48 hours. Should you need to contact us again regarding this concern, please call 1-800-PEP-BOYS ([redacted])and provide case number [redacted] to help us serve you better. Thank you for your patronage.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 10, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

A check will be sent to **. [redacted] for the tires he purchased at our second location. **. [redacted] should expect this check to arrive by Wednesday October 2, 2013.

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 in with a service light on, they told me that the problem was covered under a factory recall and could fix the issue at no charge but they recommended I also do a coolant flush and power steering service for an additional charge. And I authorized the extra service with the belief the original problem would be taken care of at no charge.

Several days later I had the original issue arise again so I brought it back and this time they told me that the recall did not apply to my vehicle so they did not do the work originally but if I wanted to pay an additional $739.00 they would now do that work.

I feel the company lead me to believe they were going to fixe my original problem at no charge and switched me into additional services and then they let me leave the store with the belief they had fixed the original problem. If this were a serious issue with the vehicle I could have been left someplace stranded or worse even in a seriously accident putting my life and others in danger.

The manager was not willing to do anything other than tell me he could not help me but could do the extra work (original work at additional charge). Also telling me the clerk that rang up the bill was off today so who knows what he told me again not offering to find out why I was lied to or mislead into believing I would have my vehicle fixed.

The company seems to practice unethical procedures when dealing with their customers and will say anything to bait and switch their customers.Desired Settlement: I would not have agreed to the extra $226.46 if I would have been told upfront the original problem would have cost me over $700.00. I feel the ethical thing to do is refund my $226.46 that I was tricked into getting so I can apply this to the cost I still have to incur to get the original repairs done. And yes I will be taking the vehicle someplace else to get the original repairs done as I do not feel Pep Boys is trust worthy at this time.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 10 , 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] came to our facility with a engine light on and intermittent fuel gauge reading .We diagnosed his fuel gauge problem as a possible Nissan factory recall and advised him to contact Nissan for possible coverage.

We never told **. [redacted] we could or would fix this issue. Technician gave **. [redacted] the recall id number and told him to contact Nissan when he called him on the phone and in person when he picked up his truck.

We also advised **. [redacted] on some fluid exchanges based upon dirty fluid at 133,000 miles on his Nissan truck. He authorized the fluid exchanges and left happy.

A few days later **. [redacted] came in an saw [redacted] and said that after we cleared his engine check light for the fuel gauge problem that it was back on. We again advised **. [redacted] the same thing. That he would need to contact Nissan for the possible fuel gauge recall to see if it was applicable to his vin number..

**. [redacted], very upset stated that he did not care about the recall, he felt we should fix it for free. **. [redacted] was advised that we could not fix it for free that we are not authorized to do Nissan recalls.

We contacted Nissan and asked if they would consider a one-time goodwill gesture, and fix the fuel gauge, they declined.

We than printed off the recall and gave **. [redacted] an estimate to replace the fuel pump assembly that contains the fuel level sensor with a courtesy 10% discount off of parts and labor. **. [redacted] declined.

**. [redacted] paid $226.46 for services rendered. We find no wrong doing on behalf of Pep Boys and no refunds are due.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address 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: Mechanic installed brakes & front end parts improperly, causing rapid deterioration to front end and tires. They will not remediate the issues.

We took our [redacted] to Pep Boys #[redacted], for brake and tire replacement on 5/29/12. They also replaced one wheel hub assembly and bearing.

When we got the car home we noticed a loud scraping noise in the wheel. We took it back to Pep Boys and found out that the pads were put on backwards and we were missing a lug nut. Pep boys replaced the pad and the rotor because it was damaged.

On 4/11/2013, ten and a half months later we noticed that the front wheel was visably loose and wobbly. I took the Vehicle to another shop in our neighborhood and found out that bolts were missing and or loose in the wheel assembly and on other front end parts. Both front tires had to be replaced, as well as other front end parts.

The manager, [redacted] only wants to reimburse us for the wheel assembly and labor. He won't take care of the subsequent damage that happend to the tires and front end parts that were damaged as a result of improper installation.

Service work order #[redacted] $615.94 and #[redacted]Desired Settlement: We want invoice #[redacted] dated 4/11/13 from [redacted] paid $1,798.46

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on January 3, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

A product claim has been entered for **. [redacted].

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 package of your carbon fiber vinyl that says on the packaging to use heat to mold it. I used a 6 inch piece, tried to apply it in the way the package said and all that happened was the product bubbled up and stuck to the paint like it was super glued making it nearly impossible to remove. I took the defective product with the receipt to the store and explained to the associate the situation. He then yelled across the store to the manage who was leaning casually against the counter and told me that they won't take it back because I used a small portion of it. I explained further that it's defective and I wouldn't have known that without using it. The manager argued that I should have returned it before cutting it but he didn't seem to understand that there's no way I would have known it was defective without using it. I offered to let them take it out to my car and try for themselves and he refused and said he's not touching it. Along with the unused portion of the product the used piece was also there so they would know I didn't just need a little piece then want my money back. It's amazing that Pep Boys is willing to lose a long time customer over an item that was $19.25 after military discount.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office **. [redacted] on April 25, 2014. We would

like to apologize to **. [redacted] for any inconvenience he may have experienced

at our facility. To further assist **. [redacted] we will need the

location of the Pep Boys facility she visited. Once we receive this information,

we will than begin our resolution process. We again apologize as well as thank **. [redacted]

for allowing us the opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:Location was given in original complaint. It is the [redacted] location in [redacted] FL. My contact number has since changed and is now ###-###-####

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: In November of 2013, a relative of mine purchased a set of tires for my vehicle as a gift. The order was placed on the Pep Boys website. At the time of the order, we were given two options for payment - either pay in store at the time of service, or pay online. We opted to pay online and received a confirmation receipt of the order showing the payment having been made.

When I went to the store, I showed the staff my email receipt and explained that the tires were already paid for online, the store employee acknowledged this, then he located my appointment and they installed my tires. When it came time for me to get my keys to leave, I was asked to pay for the tires. I again showed my receipt which showed they were already paid for. After being told that they were not paid for and I would need to pay for them then and there, I asked for the manager. The manager was out to lunch, so they told me I would have to wait or pay the bill. As the tires were paid for by a relative who was not present, I did not have the credit card used, plus I already had a receipt showing they were paid for. When I said I was going to leave since I had the receipt, I was stopped by an employee who very rudely told me that if I attempted to leave, they would have me arrested for theft. They refused to return my keys and kept my vehicle in their possession.

I was then forced to wait another 45 minutes for the manager to return, who insisted that I must pay for the tires after he called the corporate office, stating that the receipt only showed what I would have to pay, not what was already paid, even though the receipt clearly indicated the opposite. Nowhere in the email receipt, or the appointment confirmation email, or even on their site was anything mentioned about having to pay in the store. It made no sense that I should have to pay in the store if we already chose the option of "pay online" instead of the "pay in store" option on the website and I had a receipt indicating that the order was paid. He also threatened to have me arrested for theft if I tried to leave with my vehicle and refused to return my keys.

At this time, I was forced by the manager to contact the relative who paid for the tires who had to contact her bank to verify if a charge was placed or not. As it turns out, Pep Boys did not yet charge the credit card. I was then told she would need to come to the store to pay before they would release my vehicle. After explaining that this was not possible, the manager reluctantly agreed to take her credit card by phone. I was then given the keys to my vehicle and allowed to leave the store.

This all occurred because their website failed to explain anywhere how an online transaction is completed in the store. If they had explained anywhere in the ordering process or confirmation emails that this was how it was handled, I could have been prepared for this. And issuing a receipt that is not actually a receipt is quite misleading.

So, I was publicly embarrassed and treated like a criminal, kept in the store for over 2.5 hours (including the hour it took to install the tires) and forced to interrupt my relative at work and have her call her bank and then provide her credit card over the phone to the store, all to resolve this poorly handled situation.

I then contacted the corporate offices of Pep Boys through their email contact system and was ignored the first few times I explained my horrible experience. When I did receive a reply, I was told to contact the store manager. Why would I contact one of the persons who was a part of the problem? So I contacted them again, and was told my case was being investigated and I would receive a response soon. After no response, I emailed back, and was told they were still working on finding a solution. I never received another reply and all further attempts to contact them were not returned, and I have had no other contact from Pep Boys other than marketing promotions.Desired Settlement: I believe I am owed an apology from the store for embarrassing me, treating me like a criminal, and holding my car hostage and forcing me to remain in the store, and then be forced to call the person who paid for this gift and force her to contact her bank and then provide her credit card to the manager over the phone, when all the information I had received up to the point of trying to retrieve my keys indicated that the tires were paid for and I had a receipt to prove it. It was not my fault that their online system failed to explain anything of the policy to complete the payment in the store, nor was it my fault that they sent me a receipt showing the order was paid for and that all I had to do was go to the store to have the tires installed.

I also feel that I should be compensated for not only my embarrassment and mistreatment, but for taking an extra hour and a half of my time where I was forced to remain in the store or face arrest for theft. This was a very disturbing experience and I was physically ill after I left the store from the anxiety and the threats of arrest. This is a completely unacceptable way to handle a customer, especially when 100% of the blame lied with Pep Boys, from their failure to explain the proper in-store process when the "pay online" option was used, their sending of a receipt indicating the order was paid for, and to their employees' complete lack of knowledge in how this process should be handled

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 15, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

While we do apologize to [redacted] that our staff made him feel this way, we are still looking into this matter. [redacted] will be contacted by the appropriate person as soon as our investigation in this matter is finished.

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

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

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

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:

Review: Purchased a mislabeled paint on the self to the actual can.

purchased more later on at another store and it was the actual blue represented

To Whom it may concern,

Unfortunately I am not sure who I am officially writing this letter to since the Store Manager Roger at the [redacted], Ca PepBoys was very unhelpful in reasoning with me and coming up with an appropriate resolution.

To start off the background store is necessary to understand the situation. On september 17th I started the project of taking apart my motorcycle rear fender and doing some DIY maintenance. During this process I decided to strip down the rear fender and treat the rust that occurred from damage on the previous owner of the bike (He also provided me with a brand new painted fender that was the wrong color to the bike)

To practice, I stripped down and sanded the old fender first and when through the whole prep, paint and finish stage. Then once this was completed I went back to my new fender and repeated the same process with more confidence based off the practice paint job.

Overall the process went well and I successfully painted the fender and was excited. So in all of this and my success I send a picture message of the paint can and exact model number labeled on the lid to my friend who after seeing my project wanted to start one of his own. He comes back and its the same can of paint and so I start to paint my side battery cover panel and oil pan cover panel. I go through the whole process with the last of the supplies I purchased from pepboys. Once I finish the job I bring the rear fender over to compare it to the the cover panels. The blue is a completely different color. So I then troubleshoot as to why there is such a big difference. Finally I find the actual model number of the paint I purchased from pepboys on the bottom of the can. It appears the lid was placed on the wrong can of paint.

Frustrated at this I [redacted] about it, which I recommend reviewing because it has pictures of my work done its under [redacted] on the [redacted], CA pepboys account.

The following day on my lunch break I drive over to hopefully resolve the issue and talk to a manager about it and come up with a resolution...

At first I was offered a refund on the mislabeled blue which the associate I talked to went to go talk to the manager and she came back with that response when I initially asked to speak directly to him about it.

I then finally get to talk to Roger in person about the situation and rexplain my story. Which from the beginning he was trying to find away out of resolving the issue asking why I painted and didn't notice with the second can which I had to defend myself saying I dont paint near already painted items cause of overspray....already its my fault?

Then I explain saying I don't want a refund I just don't feel like I should have to pay to rebuy all the products needed to redo the job when the mislabeled paint can is the whole reason this issue even exists.

I told him I have already purchased primer and I already have sandpaper left over from painting and all I am asking for is paint stripper, the correct blue it said I was purchasing, and gloss black.

He lectured me in the manner of explaining how its the manufactures fault and the stores not responsible. So I have to explain back that as part of business you sell their product and regardless of who's fault it is I should not be the one paying out in expense to the problem. He was set on needing the paint can that was mislabeled which I have no problem providing but that doesn't resolve my issue on time and redoing everything.

Before I left I asked him one final time if he is sure all he wants to do is give me a $8 can of paint to fix the problem and I have to purchase $30-40 more worth of product plus 7 more hours of sanding, painting, priming. He said that was all he could do.

I wasn't even offered contact information to send you a letter. So I haDesired Settlement: Replacement of the proper can of paint it said I purchased

Gloss Black Spray Paint

Paint Stripper

Gloss top protective coat

I don't need primer or sand paper since I have left overs I was only asking to be given what it would take to redo that project without having to expense out of my pocket to fix their mislabeled product mistake

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 15, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

In order to further assist [redacted], we will need him to provide us the location he visited, and a contact number. Once we receive this information, we will than begin our resolution process.

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:I went that route and with a case number and the only one I ended up getting in contact from was the store manager when I specifically requested not to talk to him.

I went to Pep Boys to receive a tire installation and alignment. During my visit the employee kept finding problems with my car that weren't even there. Telling me that my oil light just went on when the mechanic put my car on, I have a oil leak, I needed a new oil pan, a new oil gasket, a new reverse light. It was strange that she told me that because I just did my oil change couple weeks ago and I go to the same place every time to get that done. My car was completely fine until I got there. All I wanted was a simple tire installation. After I paid for everything I went to my car to check everything and they installed the wrong tires that I didn't buy. I go back to ask why I have the wrong tires. They told me because the ones I ordered they didn't have them. I was confused because I waited so long and wasn't even notified once that they didn't have the tires I wanted and they just assumed I wanted the tires they gave me. It was so easy for them to come up to me saying I need this and that, they couldn't tell me at my visit that they didn't have the tires I ordered. I was up saled several times for services, I grew impatient. After driving away upset, my windows couldn't roll down, my trunk couldn't open and my car locks would stay unlocked when I would try to lock them. There were so many mistakes done to my car my trust with their business is lost. I was so upset with how much they tried to up sale me and not notifying me about installing the wrong tires. I hope that they will do something about this.

Review: On 2/16/13, my car was serviced at Pepboys in [redacted]. The mechnic, [redacted], opened my caraposs air filter compartment without permission. He was trying to sell me parts to make business. However, he did not install/restore the pipe back to the air filter after he opened the compartment. It caused engine warning signals to go off on the dashboard due to [redacted] careless mistake . As a result, I suffered unnecessary emotional stress/fear each time I operated my car.Desired Settlement: Mail me a refund check of $57.14

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated February 27, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] has been refunded.

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

Regards,

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: At the end of August the service engine light came on in my 2001 Oldsmobile Intrigue. I took the vehicle to Pep Boys ([redacted] location) and asked them to fix it. They kept it for a couple of days and called and told me it was fixed. On August 30th, 2013 they charged me $721.93 and a couple days later the service engine light was back on. They failed to fix the problem for which they charged me. I took the car back to them several times while they attempted to fix the problem.I have taken the car back to them 5 times so this has been the story for 2 months and 5 times they have worked on the car to fix the check engine light. The last time they put in a different part, so there were additional charges. (247.31) I picked it up and now the air bag light is on and the service engine light is still on. They claimed it was due to the new computer part not being flashed properly and I would have to take it to another part of town and they could flash it for me.I asked for a refund and was told that, since they could not fix the problem, I could talk to the store manage about granting a refund. I paid twice for this problem neither amount fixed the problem and I now have a new problem with my air bag. When I went for the refund, I spoke to the store manager, [redacted], but he said he would have to talk to the service manager (who had already told me I should get my money back.) [redacted] told me they would contact me but they have not. I have dealt with no car for 2 months and am still left with a need to have it fixed.

Product_Or_Service: fix the service enginge light on my car

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

While I understand the time invested in my car to fix it, the car is not fixed and will need to be fixed by some one else, who I am sure will charge me. There is an issue with safety as after your service my air bag no longer works. Please refund all of my charges. the first $721.93 from august 30the second $247.31 from October 11

Business

Response:

Dear [redacted],

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

**. [redacted] was given a refund for the work rendered at Pep Boys.

We again 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.

Regards,

Review: An conventional oil change was performed on my car 4/28/14. I hit the road traveling from [redacted] to [redacted], Wa. on the same day. The "check engine light" and the "oil" light appeared on my dash and my car stopped 145miles into my trip. I called Pep Boys, immediately, and told them what happened. I was instructed to call 1-800-Pep-Boys, and request that they tow my car back to the shop. I did and they towed it 125 miles to the nearest location in Auburn, WA. This took place the following day 4/29/14. I received a call later that evening from someone at the Auburn location. They explained to me that I would need a new engine because my engine had "seized". I had know idea what that meant. I asked a series of questions. I explained to them that I had just taken my car into Pep Boys in [redacted] for a routine oil change. They towed my car back to the [redacted] location and said they would be able to deal with it. I spoke to the Service mgr at the [redacted] location and he will not make a decision on replacing my engine. I have never had any problems with my car. I am the only owner and the original owner. I have not received follow up calls. I have been continually calling them and stopping by the shop. They are waiting to hear from their Corp. office. I want my engine replaced because they forgot to put oil back in the engine! They did not replace the oil cap and they are not following up with me. My car is still at their shop. This is very poor customer service. They need to take responsibility for their error and pay. Lack of oil causes this problem. My car is still in their possession.

Product_Or_Service: Oil and filter change

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Replacement of my engine. Fix the mistake they made. Pay for the cost of the tow from I82 to my hotel.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **.[redacted] dated May 14, 2014. We would

like to apologize to **. [redacted] for any inconvenience she may have experienced at

our Pep Boys facility. **. [redacted] was

asked to return by the Service Manager who took **. [redacted] into the shop and

showed **. [redacted] the sludge build up under the valve cover, also compared her

vehicle with another vehicle that was in the shop at the time.

**. [redacted] wanted to take her vehicle to the

dealer for a second opinion. We advised **. [redacted] that if the dealer states that

the repairs we did had anything to do with the issue she now has with the engine

that we would take responsibility. We have not heard from **. [redacted] since she

took her vehicle . We again

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

his concerns. Regards, [redacted] 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.

Regards,

Review: I emailed Pepboys customer service today, and asked them to cancel and order for me. I asked them to cancel order [redacted]. For some reason they cancelled order number [redacted]. I never asked them to cancel this order. I am not happy with this, I had a part that was special ordered on that order and it was coming from across the country. I now have to re-place the order and this cost me about a week of time. Not happy with this, I have never had this happen before.Desired Settlement: I want a refund in the full amount of $146.51 for cancelling the incorrect order and wasting my time.

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 with our online ordering.

We apologize for the mistake of cancelling the wrong order and we would like to send [redacted] a check for the amount of $146.51 and hope that he accepts our apology and is willing to give Pep Boys another chance in the future.

A check will be mailed to [redacted] to [redacted]CA 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.

Regards,

Review: I went to the Pep Boys auto center in [redacted] on February 13, 2013 to get a crank shaft position sensor. [redacted], the person working at the desk says, it's not the position sensor it's the EGR valve. [redacted] ignored my request and took it upon himself to have a mechanic replace the EGR valve. The issue is that my car cuts off and I am confident that I need (yes, the problem still exists) the position sensor but [redacted] decided to fix a totally different part on my car. The replacement EGR valve cost me $296.63. A part that I did not need replaced on my car. I go to my car one evening after I took it to Pep Boys and the car would not start. I called Pep Boys to let them my car would not start and they asked me to bring it in. I said sure, when I can get it to start. Pep Boys did not fix the part on the car I requested, had they done this the issue would have been taken care of by now. The issue is my impacting my work. I need my car to get to work and this has truly stressed me out.Desired Settlement: I am requesting to get the money back that I was charged for the EGR valve. I am asking for a refund of $266.96.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated February 28, 2013,

[redacted] brought her vehicle in for a replacement of a crank position sensor and the engine light was on. An engine diagnosis was performed and found that the egr valve was bad. This was explained to [redacted] , that there was no other codes and the one retrieved was for an EGR Valve which she approved.

[redacted] called back several days later to say that she had the same problem. We advised her to return to [redacted] location for us to check it out personally, however, when she did come, she stated that she did not have enough time for us to check her vehicle and that she just stopped by to let us know. We found out through conversation with her, that she lived nearby the [redacted] store, we called them and made an appointment to have it looked at. [redacted] took it there on March 13, 2013 and left it all day. We spoke to [redacted] at this location, who assured us that they could not find anything wrong and that there was no check engine lamp on. [redacted] informed [redacted], that they had no problems in starting the vehicle and there were no codes,

[redacted] approved the replacement of the EGR Valve at the time of the repair.

We find no wrong doing on behalf of Pep Boys and no refunds are due.

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

Regards,

Customer Service Coordinator

Review: On August 2, 2013, my son-in-law checked my daughter's oil level and told us that the oil would need to be changed immediately.I went to have it changed at the local Pep Boys; they ended up charging me for: an oil change, an air filter, and an alternator belt. Upon check out, the technician who worked on my vehicle stated that my dipstick was broken and would have to be replaced, less it fall into the oil reservoir. At this point in time, he maintained it was broken but NOT in the reservoir.I drove 3 miles to my home where my father went to remove the broken dipstick, only to discover it deep within the oil reservoir. I called the customer service line and filed a complaint, based on the following: a trained technician would not change the oil in a vehicle which had a foreign object lodged in the reservoir; moreover, a trained technician would know that a dipstick is not required to run a vehicle.The complaint was followed up the the local manager who stated the employee said the dipstick was lodged when I came into the store, contrary to the statement he made to me at an earlier date. The manager offered to replace the dipstick after removing it from the oil reservoir as soon as the part got in on either August 5th or 6th. I contacted Pep Boys on the 5th and was told that the part would arrive on the 6th around noon. They agreed to call when the part came in. After receiving no phone call, I check in around 2PM on the 6th; they stated the part had already arrive. I dropped the vehicle off and was shown the dipstick. A few hours later, I received another phone call stating that unexpected welding had caused a technician to break a piece off the car. They would order a part, and I could pick it up on Thursday, November 8th. On November 7th, my father went to the store to check on the vehicle and was told that no parts had been broken, and they were still waiting on the dipstick. Further phone calls stated that a part had been broken and the car would be finished on the 8th.

Product_Or_Service: Oil change; air filter; alternator belt

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Having provided the company multiple opportunities to correct their errors, I would like to be reimbursed for the cost of the oil change (~$40) and labor (~$11).

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 7, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted]'s vehicle has been fixed at no charge.

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

Regards,

Customer Service Coordinator

Review: On September 13th, 2013, I took my vehicle into Pep Boys to have them replace the water pump in my 1996 Chevy Impala. On arrival to the location the vehicle was not experiencing any functional issues. I dropped the vehicle off and informed the receptionist that the water pump was all I wanted exchanged because it was brought to my attention by the auto repair shop that I normally go to that it may be going bad soon (I would've let my normal shop work on the vehicle but choosing pep boys saved me almost $100). On September 14th,2013 I was contacted by pep boys that my vehicle was ready for pick up, and that they did a diagnostics on my car free of charge and noticed that my "throttle positioning sensor" may need changing. I told them that due to the car driving fine at the moment that I would wait until my next pay period to come in and get the work done. When I picked my car up the night of the 14th I noticed that it was driving extremely sluggish and shifting gears extremely hard (something it was doing prior to taking it in). I waited until the morning of the 15th to take the vehicle back in where I was informed that the mechanic would hook the vehicle up to the machine and let me know what the issue was. After waiting close to 45 minutes I went back to the front counter and asked was there any word on my vehicle which I was then informed the mechanic was just going to take the vehicle for a test drive. The Mechanic ([redacted]) took the vehicle for a test drive then came back and took one of the receptionist (that stated to me on my arrival that she actually drove the vehicle on the 13th before any work was done and there was nothing out of the ordinary.) on a test drive with him. Once they both returned the receptionist informed me the vehicle was driving fine and there's a possibility that maybe I was driving the vehicle in over drive (which I was not), and it may be time for me to get the vehicles transmission serviced. I get my transmission serviced twice a year even though its only required once and on top of that that has nothing to do with what the original recommendation was from the day prior.

On Monday September 17th, 2013 I took my vehicle to my regular mechanic with the recommendations pep boys had given me, I explained what happened and what steps I took with pep boys and asked if they could give me a second opinion. On further inspection of the vehicle I was summoned back to the garage and was made aware that the throttle position sensor pep boys had recommended had actually been broken, which ironically is positioned in a nest of wires located rite above the water pump that pep boys changed. I took pictures of the piece prior to there being any actions taken and requested that the shop give me the original piece and write a statement in the work order's notes. After I left the auto shop, I went to pep boys and made them aware of my finding where I was then told that it was weird no one noticed that it was broken and agreed to let their manager know about the findings they were shown and set up a possible reimbursement. On September 18th (today's date) I called in to check the status of the decision from the manager [redacted] (im not sure if that's the correct spelling) which he ultimately told me that he didn't contact me because he made the decision that he wasn't going to reimburse me, because he has full confidence that his employees would never do anything of the sort when I was just informed by the supervisor on duty the day before (Nolan) that the type of damage encountered happens all the time. I'm going in today to hopefully resolve this matter but judging by the tone and statements he made over the phone I think im stuck.Desired Settlement: The only thing I want from this is for Pep Boys to reimburse me for the charges I received from the other shop for fixing their mistake.

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted and offered a $100.00 refund. **. [redacted] accepted the offer.

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

Regards,

Customer Service Coordinator

Review: On Aug 9th 2013 I called this location to speak to [redacted] in regards to when my vehicle would be ready for pick up. I was told it would be ready around 1pm that same day. I walked to this Pep Boys to pick up my vehicle. I met with [redacted], the manager. After 10-15 min talking about what was done to my vehicle, we walked over to my vehicle and that is when [redacted] pointed out body damage on my Ford Escape, the damage done is on the drivers side door right where the painted part of the door meets with the gray plastic molding on the same door. [redacted] explained to me that one of his company vehicles backed up into my vehicle while my vehicle was there for repairs. [redacted] admitted liability and offered for me to return and have a body shop his company deals with OR that I can choose a body shop. On Oct 4th I saw [redacted] and he reminded me of the damages on my car and that he has not forgotten. I informed [redacted] at that time I would be taking my vehicle to a Ford Dealer. On Oct 21th I went to the Ford Dealer and received an estimate. I submitted the estimate to [redacted]'s shop and called him two days later on Oct 23 to speak to him about the estimate and [redacted] refused to cut a check for the amount of the estimate and he demanded that I go to his shop of his choosing. He stated that I had agreed earlier with his offer of going to his body shop of his choosing. I never agreed on demands. I agreed with him that Pep Boys was responsible for the damage and I agreed with him when he said he would take care of it but I never agreed to go to a body shop of his choosing.

Product_Or_Service: Car RepairDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for Pep Boys to cut me a check in my name so that I can handle my business and get my vehicle repaired on my own time not when Pep Boys says so or where they tell me to go. I have a right to take my vehicle to any OTHER body shop of MY OWN CHOOSING. That is California law! Refusing to pay for the damages as he did today because I wont take it to the body shop where his company takes their vehicles.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] Venegas on October 30, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] case is being handled by our claims department.

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

Regards,

Customer Service Coordinator

Review: [redacted]. [redacted]Good day. Im writing a brief description of my complaint against the retail chain, (Pep boys) store #* in Philadelphia, Pa, for services rendered, which left my vehicles OBD system, navigation and radio/DVD entertainment unit, totally inoperable. On September 29th, 2013, I went to my neighborhood Pep boys to purchase and have a new battery placed in my truck. I was charged for the battery, battery installation, battery protection, (I dont know what that means, but it was on the receipt) and I was charged for a starting system test. I sat in the waiting area and could see the mechanic working on my truck. Everything seemed to be going fine. Im not a mechanic, but it looked normal to me. I noticed the mechanic spraying the cables a lot, but againI guess it was fine. He placed the battery in the battery tray. I paid the bill and that was that, or so I thought. As the days went on, I began to notice some odd little things happening to the truck. My alarm key fob was acting strange. Im very meticulous, to the point that some may call it a slight touch of OCD. Every night before I exit my vehicle, I go through a series of progressions. I basically, power down the truck for the night. The next morning I noticed that the contents of the glove compartment were spread out over the passenger and driver seats. Someone had obviously broken in to my truck. But how could they break in without me hearing them? The alarm was on, or so I thought. Either I never hit my alarm or I did, but an electrical problem rendered the alarm inoperable. Nothing was stolen, so I just assumed that I thought I hit the alarm, but perhaps I didnt. Things happen. The same day, I powered my truck down for the night and my wife and I went in to the house. The next morning when we came outside, we noticed that the front windows were down. How was that possible? We were perplexed. I actually thought someone had access to my vehicle using a key fob skimmer, which is an advanced system some car thieves use some times to steal them. It never even occurred to me that the work I had done a few days ago at Pep boys, played a role in this. How hard can it be to put a battery in? At the same time as these odd yet small occurrences were beginning to take place, I was having braking issues. Naturally I took my truck right back to people I trusted, (Pep boys), to also take care of my braking issues. I took it to the same location about a week after getting the battery installed. October 7th 2013; my brake somehow fell out of the wheel, (without warningnot blaming Pep boys for that), I drove my truck to Pep boys. Whats important to note here is I was listening to my favorite CD, to drown out the horrible sound of my rotor grinding against a now empty brake unit? I pulled up to Pep boys and we discussed a few things. After inspecting the vehicle, I was told that it was going to be more than just brakes and/or rotors. In fact, I needed new brakes, rotors and a drivers side brake caliper. The total price was over $800 but since I was a good customer, they would knock off some of the money. I couldnt believe the price, but what choice did I have. I couldnt drive the truck without doing major damage, so I told them to start the work. The news got worse when I was informed that the brake caliper I needed had to be ordered. The truck needed to stay there until the part arrived, which would take at least one day. So I left my truck with them. I trusted that everything would be fine. Ive never had an issue before. The next day I called Pep boys and was informed that there was a mix up with my part order and since the order was not received, it would be at least one more day. I didnt like it, but again, I had no reason to doubt the expertise of Pep boys. Finally on October 9th 2013 I was told my truck was ready to be picked up. I came in, paid the bill, they gave me my keys, but before that, the service manager explained that they couldnt turn the ABS, VDC, or the TMPS sensor lights off and that I would need to go to the dealership to have that done. I asked him why the sensor lights couldnt be turned off and he briefly explained something about the dealership having the exact equipment to turn the light sensors off. I said, no problem, (how bad could that be), thanked him and went to my truck, happy to get her back! Upon starting the vehicle up I noticed the systems main unit, (located in the center console), didnt power up at all. (Remember I wrote earlier that I drove up to Pep boys blasting my favorite CD to drown out the noise of the brakes). I now all of a sudden had no radio, CD/DVD, no Navigation, no Heat, and no read-outs on the dashboard! It was all broken! It was all gone! As crazy as that was, I didnt have a minute to spare because of work obligations, but later on the same day, I returned to talk to the service manager to ask, what the heck happened?! Now the shoulder shrugs begin. He said all they did was put the brakes/rotors in, etcI asked him how can I drive my truck here with the dashboard fully functional, then two days later you hand it back to me with nothing working at all?! He literally shrugged his shoulders and said that the mechanic was gone for the day but I could come back and talk to him tomorrow. I asked him if he was the Service Manager and isnt he responsible for what happens on his shift? Why do I now, (as a customer), have to run back-n-fourth to talk to your mechanics, to speak on a subject that Im not well versed in? Again, he shrugged his shoulders, looking up in the air, as if trying to come up with an answer. I couldnt believe this was happening. You hear about these things but when youre going through it, you cant believe it. The next few weeks Id begun to research from professionals in the business and gather information on how this could happen. I got two independent diagnostic test ran on my truck and was told that Pep boys really created a major issue, (starting with the battery & braDesired Settlement: I'd like Pep boys to pay to have my truck's computer dashboard repaired and or replaced, since they were the ones who damaged it while in their possession.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated December 6, 2013 , We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. Below is the response sent from the Service manager.

**. [redacted] came into our service location on September 29, 2013 (WO#[redacted]) to get a battery replacement total charges $154.43 (in reference to the Revdex.com complaint that [redacted] noticed the technician spraying the battery/cables. this is called battery protectant spray to prevent battery corrosion and sprayed on all our battery installations as per company policy) customer paid his bill and was completely satisfied and on his way.

On October 7, 2013 **. [redacted] returned to our location with a brake issue. Upon brake inspection it was brought up to **. [redacted] attention that he had grinded the brakes so far down that the brake pad on the inner side of the L/F wheel was completely missing and the L/F caliper was in fact stopping the vehicle (destroying the caliper it self)

The vehicles caliper was not stocked by our company and was explained to **. [redacted] that we would have to order the part and wait for it to come in. the very next day we had the part arrive to our location to find out is was boxed wrong. We called **. [redacted] immediately to inform him about the part and give him an update as we clearly understood he needed his vehicle back. We told him unfortunately it would take another day to overnight the part again of course it was a bit of an inconvenience for the customer so at that point we discounted the bill (appox $100) At no time did **. [redacted] mention any on these allegations about his Key Fob, windows going down,,glove box being opened. Finally the correct part had been delivered to us we quickly got the part installed and the vehicle up and running, called [redacted] as soon as it was finished, as we had the vehicle for a few days and wanted to get his vehicle back to him as soon as possible.

When **. [redacted] arrived to our store, we again went over all the charges and all work that we did to the vehicle and also had explained to him that the technician had noted that vehicle had further issues and that he recommended that he take vehicle to get checked out because he had multiple lights “on” the dashboard ABS,VDC,Slip and TPMS lights and that vehicle was running really rough as well.

[redacted] understood everything and paid his final bill of $748.73. [redacted] had returned later on that day stating that his navigation wasn’t working we explained to **. [redacted] that the master technician was gone for the day, but I could have him take a look at it to see if its something simple (like a fuse of something) but in most cases that navigational system has to be looked at and or repaired by a [redacted] dealership, he quickly went on to state his vehicle wasn’t like that, we kindly asked him to return with the vehicle the next day and we would check it out to see if it’s a simple repair.

**. [redacted] never returned instead he went on to put a complaint in stating that he had the vehicle checked out at the [redacted] dealership and they stated we installed the battery wrong and we damaged his navigation system. We called [redacted] and kindly asked him to provide us with “written documentation” of these allegations but **. [redacted] stated the dealership would not give documentation, that we were at fault. I went on to explain to him that the battery was installed 2 weeks prior to us working on his vehicle again for a brake issue that is nothing related to the electrical system. Again I explained to him I honestly couldn’t verify if the vehicles navigational system was working or not because there would be no reason for us to check the functionality of it. But the dashboard was working at the time of the technicians test drive as per our conversation we explained to him all the lights on the dashboard should be checked out by a [redacted] Dealership (ABS.BRAKE,SLIP,VDC,TPMS)

Today December 18, 2013, [redacted], service manager spoke with **. [redacted] again and had a conversation with him about the problems with the vehicle. We feel the vehicle has an electrical issue which has nothing to do with the repairs performed at Pep Boys. We have no liability nor do we owe [redacted] anything. We have gone above and beyond with **. [redacted] and truly expressed our sympathy with him.

We find no wrong doing on behalf of Pep Boys , no repairs or refunds are due.

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

Regards,

Customer Service Coordinator

Consumer

Response:

From: [redacted]. [redacted] <[redacted]>

Date: Mon, Dec 23, 2013 at 9:20 AM

Subject: RE: Complaint #[redacted].

To: [email protected]

Good morning. I read the reply from Pep Boys and they of course left out several key factors in their rebuttal. I talked to the Service manager, (once again), on the 18th of December and his words to me were that he doesn't know what happened while my truck was under their care and that he was going to talk to the A.D. once again to see if they could help me with the repairs of my dashboard. But later that day when I read his reply to you, no mention was made of that conversation and on top of that, he never called me back to give me a response. Which means that they're word is not their bond. I really think a judge or some type of arbitration is in order at this point. Please advise. Thank you.

Business

Response:

Dear **. [redacted],

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

We again apologize, but or prior response stands firm.

Regards,

Customer Service Coordinator

Consumer

Response:

Hello **. [redacted]. My name is [redacted]. We spoke earlier today regarding my complaint [redacted] concerning Pep boys. I wanted to inform you that I am still not satisfied and to this day have not gotten the truck repaired due to the hourly amount it will cost to repair the vehicle. I just wanted you to update my file. The last conversation I had with Pep boys on this issue was, December 18th. I spoke to the Service Manager, ([redacted]), he assured me at the time that he was on his way to a meeting with the Regional Manager, ([redacted]), at which time he was going to bring my situation up and see if they could do something to help the matter, as a good will gesture, (in his words). I never received so much as a follow up call, which further let me know that not only do they not honor their work, but they also are not men of their word. I am still going to pursue this further. Not to mention, **. [redacted] corresponded with the Revdex.com, coincidentally the same morning, (December 18th, 2013), which we spoke. He couldn't call me back as he promised, yet denied on paper that they had any culpability in the damages to my vehicle. My records are impeccable and shows that my truck had no prior electrical damages, as they so conveniently claim. Thank you **. [redacted]. Keep this on file for all to see that Pep boys doesn't stand behind their work or their word.

Review: I had a 2005 [redacted] Touring convertible that I purchased from a private owner and intially took it to Pepboys in [redacted], PA. I brought the car there a half hour before closing to check out the car to make sure that there weren't any proble** with the car. After checking out the car, the technician's said that the there was nothing wrong with the car at all. The only thing that was wrong was the car needed a new light bulb and the roters needed to be replaced to pass inspection. I trusted the judgement of the mechanics and nearly a week later, my check engine light went on! I took it to the closest Pepboy's ([redacted],PA) and I questioned why the check engine light went on their explanation was completely irrelevant to what was going on with the car/why the check engine light went on!!!! They told my husband and I that we need a valve cover gasket,oil pan gasket, bleeder housing. The manager in [redacted] convered the labor for repairing those parts for me at no cost since they failed to exercise good competent judgement on my car to begin with. After the mechanics in [redacted] fixed the car, the check engine light went on and a few days later my car died on my husband when he was coming home from work!!!!!! They ruined my engine and timing chain!!!! Now my husbnd has no car and spent $2,400.00 on this car and only lasted him 3 weeks. My husband is on the borderline of losing his job since he has no car and we are struggling financially. I filed a complaint to the district manager of Pepboys and didn't even bother to really help me out. I am so stressed and in tears everyday because of what Pepboys did to my car.Desired Settlement: I would like the cost of the engine and timing chain reimbursed. They ruined my car!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 30, 2013.. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] Originally they took her vehicle to our [redacted] store for a diagnosis. **. [redacted] than decided to bring it to our [redacted] location to have some work done. We informed **. [redacted] that their was a leak and we performed the below services. As a gesture of faith, we billed some of the cost back to the [redacted] store and absorbed some from the cost at our [redacted] store, totaling $538.56.

A week afterwards the [redacted] store received a call regarding the engine and possibly a timing chain not working. We spoke to **. [redacted] and assured them that the work we performed would be in no way related or could cause a timing chain to break. Timing chains can go at any time and there is no way to predict when it will go, this was explained to the customer. **. [redacted] was contacted, let her know that we were sorry her timing chain went and recommended she speak to the seller of the vehicle. Whether he had it checked or not in the past was unknown to us and the vehicle had roughly 190,000 miles. We also let her know we would be happy to give her a discount, if she chose to have us look at the engine and offered a $200 discount off the labor.

Our final decision with **. [redacted] was that we determined, the timing chain simply had no correlation to the work that we did to address the leak, and with our fnding no refunds are due.

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

Regards,

Customer Service Coordinator