Pep Boys

Review: EMAIL TO PEP BOYS CORPORATE WHICH WAS NEVER ANSWERED:

You should be ashamed of the quality of service your [redacted], CO location delivers. Not only are members of your staff ([redacted]) incredibly rude, they are deceitful and provide the worst quality of work I’ve experienced in nearly 20 years of car ownership. I have NEVER had a positive experience in my 2 years of dealings with the store and have often had repairs redone OVER AND OVER AGAIN.

In 2012, we dropped my car off for routine maintenance and the delivered me a car without AC. We then had to take the car back and spend 4 hours waiting for them to flush my engine coolant due to the air they left in the coolant line. Considering this is an annual maintenance I’ve had done, it was odd that they don’t quality check their work if this is something that can happen.

Fast forward to 2013. We brought in the car due to a small oil leak. They fixed a gasket and the problem persisted. We brought it back in and they said it was another part of the oil assembly. They “fixed” it and sent us home. A week later the leak was massive. We brought it in and they said it was another part of the oil assembly and it would cost me $500+ and was unrelated to the first repair. Would you believe that??? I took it into Nissan and they advised me (with photos) that Pep Boys replaced a very specific part with a generic part that didn’t fit the assembly causing it to fail and leak oil. The cost at the dealership…$30. I feel taken advantage of, lied to, and ashamed that I kept going back for the abuse and lies.

Now, we had the car towed to Pep Boys in June 2013 to fix a failed fuel pump. The work was done and the car has been without issue since then. The fuel pump failed and after 20 minutes trying to get someone on the phone (at 8am) to no avail, the tow truck towed me across to [redacted] who has confirmed it was in fact the fuel pump. I now am told by Pep Boys the earliest they can even check out my car is the following day.This is your/their fault and now I am at the back of the line. As with everything else with them/you, if you did it right the first time, I wouldn’t be in these situations. I’m looking at $400-$500 at [redacted] or entrust my vehicle yet again to a dysfunctional store unworthy of my trust.

[redacted]After sending this email I had Pep Boy's assurance that a tow truck would take me from the other shop to their store within 90 minutes. 4 hours later I gave up waiting and had [redacted] do the work. The tow company was incredibly rude and told me to call Pep Boys.Desired Settlement: I have been refunded $354 for the fuel pump I've paid for at another mechanic. I'm still out of pocket $119 for the diagnostic at [redacted] and 2.5 work days. I'd like an additional $119 refunded (I'm happy to provide the receipt for the diagnostic check). More than anything, I want the corporate office to take some accountability for what happens at their stores. I've checked [redacted] reviews and [redacted]. Both rate this store as one of the worst auto shops in the city/state. I have lost countless days in dealing with them and want to have this complaint registered and out there for other consumers to see and be aware of. I would like a refund but I would like an actual apology and not a form letter from Pep Boys corporate. Act like you actually care about the customers you serve!

Business

Response:

Date Sent: 2/12/2014 9:09:22 AM

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 23 , 2013.. We would like to apologize to **. [redacted] for any

inconvenience he may have experienced at our facility.

We apologize and can assure **. [redacted] that his concerns will be addressed with the staff at this location.

The service manager asked **. [redacted] how he could resolve the issue previously, **. [redacted] wanted to be refunded the amount he paid [redacted], which we have a copy of, and there is no diagnostic fee on the receipt from [redacted].

[redacted], General manager has attempted to contact **. [redacted] at ###-###-#### twice from the store location and once on his personal cell Phone. [redacted] would like the opportunity to speak to **. [redacted].

We again apologize, however a refund that **. [redacted] requested was given to him $ 346.77.

Regards,

Review: I brought my [redacted] in to Pep Boys to fix the suspension and drainage of battery. My car would wobble violently during acceleration. After I picked up my car pep boys said the issue was fixed. when I was driving on the highway I did not expect my car to wobble violently. It caught me off guard and I almost had an accident. I complained to the manager and they said they could have charged me $4,000 instead of $2000 for the repairs. I cancelled my check and took my car to a [redacted] dealership. The replaced the rear stabilizer bars and charged me $1000. Pep Boys is trying to take me to collections for $2,100. My layer informed pep boys of issue.Desired Settlement: I would like pep boys to stop their collections effort for me to pay them $2,100 for repairs they did not make.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] dated May 19, 2014. We would like

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

Pep Boys facility. [redacted] was given a list of recommended repairs needed

on his vehicle. [redacted] approved some repairs, but declined having the Rear

Upper and lower Arm Rods, Tires and Rear shocks replaced. [redacted] continued to have issues with his vehicle due

to further repairs needed, that he declined while at our facility. Pep Boys

rendered the repairs approved by [redacted]. 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, [redacted] Customer Service

Coordinator

Review: On 5/27/14, I ordered four (4) rotors from Pep Boys online. The order was processed, my credit card was charged, and the package shipped the same day. I received the package the following day (5/28/14) via [redacted]. When I opened the package, only two (2) of the four (4) rotors were included. At this point I called Pep Boys via their 1-800 number and explained the situation to a customer service representative. She explained to me that the warehouse was closed for the day, but that she would pass along the issue via email to them for followup the following day. I didn't hear back so I called again on 5/30/14. The gentlemen with customer service told me there was no new information and that they were still waiting to hear back. He told me that he would send an email to his supervisor to escalate the situation and I should hear back from someone on 6/2/14. I hadn't heard back by 6/3/14 so I tried an alternative route and submitted an online customer service form detailing the situation.

Today is 6/4/14 and I have still not heard anything back from Pep Boys regarding the missing parts from my order.Desired Settlement: I would like Pep Boys to ship me the parts which I ordered and paid for, but have not yet received.

Business

Response:

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

office by [redacted] on June 5, 2014. We would like to apologize

for any inconvenience [redacted] may have experienced at our Pep Boys

facility. After

further review of [redacted] online purchase, we found that we did have a

system issue, this issue has been corrected and [redacted]'s remaining order

has been shipped .We again apologize as well as thank [redacted] for allowing

us the opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Review: Hello Revdex.com,

I **. [redacted] reside in [redacted] California took my [redacted] (1997 clean title) after I noticed it showing Check Engine light so I took it to Pep Boys for check engine light diagnostic/repairs a day after, First visit I was charged $244.36 for the services, getting home the check engine light came up again, I called to complain, the maintenance manager told me is the Ignition Coil that's the main problem and its going to cost me $218.81 for the service to fix the problem, I then asked him what's the guarantee this time, he said in case anything should comes up they will fix it for me for free;

I then took the vehicle to the shop paid the full amount, after getting home same day, same check engine light came up again and when I'm driving the vehicle engine will be shaking (kind of vibrating)...I called and complained took the car to then for the free Check Engine Light diagnostic repair as promised by the Maintenance manager, after taking it for the check engine light diagnostic few minutes later they said the check engine light code the vehicle is displaying is beyond their capacity for then to fix it and now instructed me to take the vehicle to [redacted] dealers for the check engine light diagnostic repair.

I did asked them why can't you guys tell me about this at the first place, after making me to spend $463.17, wasted severe essential hours on different days, my gas, putting me in a state of perplexion and still my Vehicle is even in a bad condition now than the first time I took it to then.

Please I want the Revdex.com to help me in this situation by instructing them to fix my car or refund my money back....this is the only vehicle I have, I need a car to attend to family, job and business.

Note: They didn't show me the vehicle parts that was replaced neither the new or old.

contact address of pepboys: PEPBOYS AUTO # [redacted] CA [redacted] (###-###-####) BAR# [redacted] EPA# [redacted]

thanks for your kind assistance and God bless

[redacted]Desired Settlement: Please I want the Revdex.com to help me in this situation by instructing Pep Boys to fix my car or refund my money back

Business

Response:

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

office by **.[redacted] on May 22, 2014. We would like to apologize for any

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

facility.**. [redacted] initially came in

May 9, 2014, for a check engine light. We recommended swapping a coil due to

intermittent possible failure, we also recommended a 3 step fuel system cleaning

and an engine torque mount, due to the bushing being broken and cracked.

**. [redacted] agreed to service a total

of $244.36, and left with the check engine light off, On May 11, 2014, **. [redacted] came back in with check engine

light on, this time misfiring in cylinder where we swapped the coil, so we

tested, and replaced the coil, for a total of $218.81,. **. [redacted] then came back

on May 17, 2014, with the check engine light on again this time for a p1300 ecm

not receiving signal, for which we checked wiring and fuses and found no

problems, and diagnosed it as a possible ECM problem and recommended the

dealership for further diagnostic and repairs, we did not charge him for the

last service. The service manager spoke with **. [redacted] and advised **. [redacted]

to return on Saturday June 7, 2014, a technician will recheck the vehicle and

hopefully do the repair, or **. [redacted] will be given a refund for the repairs

related to the check engine light. We again apologize as well as thank **. [redacted] for allowing

us the opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Review: My husband was going to need new tires soon so my mom went to Pep Boys during Christmas and purchased a 50.00 gift card toward the purchase of my husband's tires.....2 mths ago we finally were financially able to get the tires for his car also counting on the gift card to take some of the money stress off his wallet. We waited 4 hrs for the car and finally was called and told we had to come up with an extra 400.00 for wheel speed sensors. This was okay because we had that card to fall back on and wouldn't take away from us getting food in the house. We went to pick up the car and the total for the tires and sensors was 200.00 dollars more than previously quoted. We were a lil shocked and agreed to pay the total even though we were told another amount. We handed the guy our cash and gift card for 50.00 and it came back saying it needed some kind of code and even the manager didn't know what to do....we stood there for more than 30 mins while they tried to figure it out. The manager was rude and told us there was nothing he could do even for us and we had to use our grocery money to pay for the rest of the tires. I called customer care on Monday and waited for more than an hour to finally speak to someone and they transfered me 5 times and finally I spoke to a woman named J[redacted] from the gift card dept. and she said that she would send a check in 7 to 10 days..but the check never came. I called again on the 7-28 and I was hung up on 5 times by reps. Still no check today and it's been more than a month since I first called. I just want a refund check sent to me for the 50.00 or a [redacted] card so we can have our money back. I will NEVER go back and shop at any Pep Boys!Desired Settlement: please send us our promised money.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 29, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

We did have the opportunity to speak to [redacted] and apologize. We advised her that a check for $50.00 will be sent out this week to her and also a $25.00 Pep Boys gift card and hope she will accept our apology.

We again apologize, as well as thank Ms.Combs 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: ###-###-####

Review: I took my 2006 [redacted] on 08/23 complaining of a vibration problem. After leaving my vehicle there to be inspected, I was called and told the following. They told me that my hub was bad, and because of that I need to change my brake calipers, rotors, brake pads, and a brake fluid exchanged. In fact the customer service rep told me that hub is part of a hub/rotor kit. After being mislead, and believed that my car was going to have serious problems if I did not repair these problems, I agreed to have it fixed. They charged me $817.00. The very next day, I started having the same vibration problems. I proceeded to take it back to Pep boys. Once I arrived I was told by Bill (service manager) that there is no such thing as a rotor/hub kit, and that they never replaced my hub due to it being out of stock. My first concern was for my safety, that they allowed me to leave their store knowing my car had not been fixed. My second concern was the fact that they committed fraud by lying to me. After speaking to service manager, he agreed to fix the hub and only charge for the part and a free oil change. I agreed to this. Two days later, I brought my vehicle back to them so that they could replace the hub. A few hours later Bill called, and proceeded to tell me that he was wrong they actually did replace the hub and that there is basically nothing we can do it must be your tires. So we put your front on the back, and back on the front. Now my vehicle has more problems now, then it did before. My truck is unsafe to operate, and they committed fraud by charging me for unnecessary work. In addition when the oil change was given to me, I specifically told Bill I can only use synthetic oil in my car. They used conventional oil, by them doing this they have voided my extended warranty I purchased for my car. They refuse to give me documentation of what has been done to my car, I have to take a picture of workorder with my phone. The GM refuses to call me, I have filed 3 complaints with their corporate office.

Product_Or_Service: Auto RepairDesired Settlement: DesiredSettlementID: Refund

I have made 3 complaints with their corporate office. Their GM refuses to reach out to me, to try and resolve this matter. In fact my last complaint went to their Area rep named Neil. I was told he would contact, he has never contacted me. I want a refund for the extended warranty that I purchased that is now voided due to them using the wrong oil. I also want a them to take responsibility and pay for vibration that I am now having to take some where else to get fixe

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on September 5, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and offered a refund. A check is being requested to be sent to [redacted].

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

I have been a Pep Boys customer for years and am usually happy with the service. Two days ago, I brought my car to the shop to have my rear tire plugged. I was told the wait would be about an hour and they would call me when they were done. I never received a phone call.
I called back the next day and asked for an update on the tire. I spoke with Ed who told me that they were not able to plug the tire and I would either need 4 new tires or I could just get that one tire replaced. I also asked why I was never called the day before. Instead of being professional and just apologizing for the oversight, he laughed and asked what cell service carrier I had.
The 4 new tires were estimated to cost about $980.00. He stated he would take off $20 for no one calling me. My tires were put on less than a year ago and they were still in very good condition. So, I asked him about the second option to order a matching tire. He stated he had never heard of the brand of tires I had on the car and didn't know where he could find them from, so I should just buy the 4 new tires. He offered to waive a roadside hazard fee which brought the price down to $860.
I knew I didn't need 4 new tires, so I took the car to a different mechanic. He also told me that 4 new tires were completely unnecessary and he was able to plug the tire. When I told him what Ed at Pep Boys tried to convince me to do and how much much he tried to convince me to spend, this mechanic was speechless and both of us could not believe how dishonest this establishment is.
I will no longer be a customer and will make sure my friends and family know how much Ed and the Hazlet store will try to rip you off. Completely disgusted with the service.

Review: On February 12, 2013 I had my power steering belts changed and an oil sensing unit replaced at PEP Boys in [redacted]. On March 4, 2013 I was driving and my power steering stopped working. I was able to steer into a auto repair garage. After the mechanic inspected the car, he found that the power steering belts had been replaced incorrectly and cause the failure. One belt was replaced upside down and the other was not tightened. The auto repair garage ordered new belts and replaced the incorrect belts. I immediately drove to the PEP Boys that made the incorrect belt replacement and asked for a refund. The manager told me that he would have to talk to the owner about the refund. Today, March 7th the manager called and told me that he could only refund the amount for the belts and not the labor because the garage I had replace the belts did not charge me labor. I did not pay PEP Boys to install the belts incorrectly. I paid them to install the belts correctly and expect a refund because they did not. Since the error was discovered I have had to call PEP Boys everyday because they did not call me back as promised each day until it was resolved.

Product_Or_Service: Delco Power Steering BeltsDesired Settlement: DesiredSettlementID: Refund

I would like to have the entire amount for labor of the belt replacement refunded as well as the amount for the belts. The total of this charge is $154.

Business

Response:

Dear [redacted],

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

[redacted] returned to our facility for a full refund.

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

Regards,

Consumer

Response:

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

Regards,

Review: Pep Boys is deceptive with its low price advertisements. Pep Boys advertised lower prices for its engine oil and oil filter but I had a short time to use the prepaid debit card sent to me. It took about two months for Pep Boys to process the rebate request. When I received the prepaid card, I had about two months to use up the $21.55 balance on the prepaid card. I also had to register the prepaid card, which delayed me from using the card. After the card has expired, Pep Boys refused to refund me $21.55.Desired Settlement: Sent me a $21.55 check.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 11 , 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

We apologize for any inconvenice [redacted] went through with his [redacted] rebate card. A new card will be expedited today to [redacted] with a 120 day expiration.

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

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. Thank you much for your service.

Regards,

Review: My ford explorer broke down on May 23,2013 called tow truck and had it towed to pepboys. Spoke with [redacted] throughout service time. We requested repairs and tune up because we knew it was time for a tune up. [redacted] called to let us know that the truck was ready and that he was unable to get the spark plugs off so they were not changed andrecommended we take it to Ford dealers for that service. We picked the truck up and paid $907.03 for water pump replacement, air filter, wiper blades and front brakes anda timing belt. They also added lifetime and extended warranties to each service which was not warrented by me or my wife. I was told that they did not check my oil prior to doing allof the repair services they did or prior to the recommended services they said I needed. Why not if you saw I needed brakes ,belts, filtors, etc. They did not do a thorough analysis why my truck was running hot, knockin and shakin from the initial visit. They recommended other services to make bill higher.So the truck broke down again the second week in June-running hot and knocking. We had to coast it to our home which was across the street from the beak down. After we came back from vacation July 8,2013 we had it towed back to pepboys. [redacted] called us that Thursday the 11th wanting to know if anyone had contacted us concerning the truck I said no and he didn't know why not. He mentioned that the engine was no good and he thinks the truck had no oil. I asked him if they did an oil change hesaid hewas not sure but oil must have leaked. I told him we had not driven the truck but twice. I drove it to work one day and my neice drove it the day it broke down. I told them several times that themileage on the odometer would prove that the truck has not been driven. I am not happy because they added extra services and lifetime warranties that we just recognized to increase my charges and they did not fix the repair problem of my truck shakin and running hot.They did not do a tune as requested and now I need anengineDesired Settlement: Either replace engine or refund my $907.03

Business

Response:

Dear **. [redacted],

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

The Service manager contacted **. [redacted] and apologized, and offered a refund.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: My vehicles battery light turned on March 14, 2014 which I brought tge vehicle to have battery tested from where it was purchased. They told me the battery, alternator and starter were fine. Light went on and off all weekend I went back to get battery tested Monday March 17, 2014 since light was steadily on. They swapped battery bc it was saying low voltage. Light remained on. I brought my vehicle to Pep Boys in Baton Rouge a few hrs after I dropped it off they told me alternator was bad. I gave it the benefit of the doubt and told them go ahead and replace it. After they replaced it light remained on. They told me it was a battery issue. Brought it back to test battert March 18, 2014 and battery was fine. MARCH 19,2014 I took my vehicle to theford dealer and they discovered the issue was the battery cable harness was corroded causing the problem. I asked the dealer if they think the alternator could have been bad they told me probably not that the corroded wires can make the bad alternator code come up. So here I am taken complete advantage of by pep boys and paying triple the cost to fix the correct problem. I contacted pep boys they have not responded. I want a refund for improper repair.Desired Settlement: Refund for improper repair.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office by **. [redacted] dated March 21, 2014 . We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility. **. [redacted] was contacted and offered a refund for the alternator.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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:

Review: I purchased a battery from this Pep Boys for my [redacted] that had a bad battery. There are 3+ signs in the store stating that the provide "Free Battery Installation" Theres a small note on the sign saying see associate for details. I selected a battery for approx $120.00 and asked at the counter where they help you select the correct battery if they install for free. He said sure we do just see the service desk. I paid for my battery and then went to the service desk to ask for the free installation. I was informed at that time that I would have to purchase a service plan to receive the "free" installation.

The battery comes with a 72 month warranty so I'm not even sure what kind of "Service plan" they are trying to sell for it, because I wasn't spending another penny in there to find out, but I'm livid that they think that their note "see associate for details" gives them a chance to sell you something instead of taking the 10-15 minutes to send a service tech out to install the battery for me for free like they advertise.

I don't believe you should be able to advertise something as being free if you have to purchase an additional service to get it. I understand having to buy the battery from them vs. bringing in your own new battery you purchased at [redacted] or [redacted]. Something like that goes without saying.

I feel cheated and misled, I actually passed 2 other auto supply places on my way there because of how heavily they advertise their "free" battery installation. I wasted my time and my gas and put myself in more danger to get to them just to find out they don't do it and I had to drive all the way home like that and pray my dead battery didn't leave me and my 8 and 4 yr old children stranded on the side of the road.Desired Settlement: I would like to see them actually do what they advertise they do. Free installation of a battery when you buy it from them!! it's not that hard and not that much to ask, auto supply businesses have offered this as a service for years. and their competition offers it now I was just unaware because they don't market to it the way Pep Boys does

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 27, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.[redacted] was contacted and returned to our facility and received the requested refund.

We again apologize as well as thank [redacted] for allowing us the opportunity to address her 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: Pepboys refused to give me my Tire Rebate even though I sent in all of the required documents including store's receipt & completed Tire Rebate Offer which the store salesperson gave to me.

Product_Or_Service: 4 Tires

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

To give me my Tire Rebate for $118.99 in PepBoys [redacted] Prepaid Card.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 20, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] was contacted and advised to return to our facility to receive $118.99 for the rebate on one tire.

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

Regards,

Customer Service Coordinator

Review: I purchased four tires from Pep Boys online, the transaction in the amount of 331.32 was debited from my bank account on March 08, 2012. When I received the tires, they were inaccurate in size. I followed the return instructions, even spoke with a customer service specialist that advised bundling the tires in two's for accurate and expedited return processing. The tires were sent back March 24, 2012. I have spoken with several customer service representatives numerous times since April 1, 2012 regarding my return. I have been given several excuses regarding the delayed processing of my return, and am always assured a supervisor or manager will return my call to discuss my return. I have not spoken to any supervisor. Customer service has been less than helpful, and does not seem to coincide with the return policy listed on the website.Desired Settlement: Refund for returned items.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 10 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced with our online ordering.

We apologize for the delay in [redacted] refund being credited to her credit card, our online system shut down, and it took several days for repair. [redacted] did receive her credit.

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.}

Review: Had a fuel pump installed on march 23, 2013. Paid 750.00 for the job, and the pump went in a month and a half time. He did not put the right pump on my truck and charged me,I sent my truck back there to get fix. Now they want to charge me additional 350.00, I refuse to pay because I would not have this problem I job was done right in the first place.Desired Settlement: I want my truck back fixed, without me putting out anymore money.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 3, 2013. We would like to apologize to [redacted] any inconvenience he may have experienced at our Pep Boys facility.

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

Regards,

Customer Service Coordinator

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 3, 2013. We would like to apologize to [redacted] any inconvenience he may have experienced at our Pep Boys facility.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Complaint ID: [redacted]

Review: I have a 1998 Dodge Avenger ES 2.5L which was towed after calling 1(800)pepboys on 05/25/13 to (store #[redacted]) Pepboys [redacted]. Anthony started a service work order (#2083905) on my vehicle and I explained that my battery light was on and vehicle was very hard to start then when running it shuts off immediately. He told me that a mechanic that works with this type of vechicle repair will be in tomorrow. On 05/26/13 I called to check on status of my vehicle he mentioned to me the mechanic that will work on my vehicle will be in Monday. I called the store next day (05/27/13) spoke with [redacted] and she told me I needed an alternator and battery. I agreed to have work done and was quoted approximately $747.00 for repair. On Friday (05/31/13) I walked to store noticed my vehicle outside store as I went in to check if it was ready. I spoke to [redacted] and she told me after returning from the service area that no one mentioned anything about my vehicle to mechanic until that morning. Before leaving store I thought I would go over my service work order to be sure things were in order. While going over vehicle information in computer I realized that they had my engine type incorrect. I told her the correct engine type and my repair total changed to $962.46.I had to think for a bit if I wanted to continue with service because I thought both quotes given to me were outrageous. I agreed to have work done again. On 06/01/13 I went to Pepboys customer service site and file a case (#[redacted]) on what I been through so far with my vehicle at store (#[redacted]). I received no reply from Pepboys customer service, either by email or phone number I lefted in case filed with them, within the 48 hours as stated on web site. On 06/05/13 I called store, she sent a mechanic out to check my vehicle. She called me back said my check engine and battery light was still on and they have to check vehicle out. Another case was filed with Pepboys (#[redacted]). My vehicle still there as of this Revdex.com filing 6/6/13Desired Settlement: I would like investigation done on store if mechanics are actually certified and if my repair quote was correct because I think it is outrageous and my vechile has been in shop close to two weeks now and I should not have to pay that amount. Also why Pepboys customer service has not cotacted me at all either by email or phone number given.

Consumer

Response:

This is in respones to complaint # [redacted]. Since 06/08/2013 I paid a reduced maintenance bill but had to have my vehicle towed back to my residence from Pepboys Store #[redacted] because they could not find a Throttle Position Sensor for my 1998 Dodge Avenger 2.5L . They mention they could not do outside puchase of part. They called a Local salvage yard for the part and service manager [redacted] said that service manager [redacted] who was working with my service order had arrange to have part delivered on Monday and the Part would be $118 and $90 to install part. I told [redacted] that I do not want to pay that amount for a salvage yard part. So with my vehicle not drivable I had it towed back to my residence. I called several parts stores that same day and got a new Throttle position sensor for $50 .I been severly inconvienced by the service dept., they replaced my alternator and battery after a long period then could not replaced my Throttle Position Sensor which was diagnosed after repair. I had to take my vehicle as is and towed it home.

Review: I would like to call to your direct attention the incredibly poor service I recently received at the Pep Boys store located at [redacted], Colorado, [redacted]. One year ago I had my 2004 Ford Explorer in this same shop to replace a wheel bearing. Since the truck was showing the same problems, I took it back to the same store. I left it in their care on Monday, July 8, 2013, with a promise on the part of service to look it over and contact me to inform me of any necessary repairs. I asked them to look into the following: noise in front (probably wheel bearing – common with this vehicle), excessive oil leakage, oil change, and tire rotation.

[redacted] called back and confirmed the bad wheel bearings, all kinds of leakage, the need to replace multiple seals, gaskets, oil pan gasket, etc., as well as the oil change and tire rotation - all at the cost of $1700.

Per our conversation, we agreed that Pep Boys would replace both front wheel hubs (even though both had been replaced in last couple years – one last year at the same Pep Boys store and one at another mechanic) as well as the oil change, tire rotation, etc., at the cost of $1700. I spoke with [redacted] again Wednesday, July 10th, and he informed me that everything was done, he was waiting for one more part to replace, and that the truck would be ready for pick up today, July 11th.

Today, I received a call from the service manager, [redacted], telling me that nothing had been done except for the injection of some dye into the oil to determine where it was leaking. He informed me that there was some sort of miscommunication between him and [redacted]. [redacted] told me that the plan from the beginning was to inject the die, return the truck to me, and let me drive it for several days to determine the source of the leakage – and that nothing had been done. He claimed that he did not know why [redacted] had stated that all other jobs needed to be done. I told [redacted] that it is apparent that [redacted] lied, to which [redacted] responded that he would talk to [redacted].

[redacted] then said that they would clean the underbody, inject the dye, top off the oil, and I could then come to pick it up. I asked if someone could please give me a lift to their shop as I have no other vehicle available. I was given no help, no lift, so I had to call on a friend to give me a ride to the shop. I went to the shop to pick it up, and it still was not ready. I had to wait for another half hour for them to put in more oil and dye. They cleaned the undercarriage and the bottom of the vehicle, but could not be bothered to just wash off the rest of the truck.

For four days my vehicle sat in that shop, nothing was done, no one kept me abreast of what was going on, and I was lied to.Desired Settlement: I would like the necessary work completed at 1/2 or no cost since I was lied to, my vehicle sat for four days with no action, and no communication.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 11, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

Below is the response from the Area Director of the said location.

[redacted] came in to get possible warranty repairs completed on his wheel bearings due to noise. His main complaint with Pep Boys after his vehicle was dropped off, and why the letter was written, was communication, and our lack of communication caused this dispute to occur.

The customer had assumed that everything was going well and that the estimated work was being performed as expected, when in fact it wasn't being touched due to communication between technician, sales associate, and manager on duty. This was amplified by his other vehicle getting totalled while this one was tied up, making it even more inconvenient to wait so long without communication. Although [redacted], Service manager , and [redacted] had talked on July 15, 2013 about getting the original service he requested, as well as additional items we recommended later (Oil Pan Gasket repairs after a leak check, and replacing the front crankshaft seal), He chose to have the wheel bearings repaired elsewhere, and hold off on the oil pan and crankshaft seal repairs for now.

-

I apologized multiple times for the inconvenience, and as a gesture to try and regain the trust we lost, offered to refund the wheel bearing installed last year under warranty, though it was already out of warranty. The customer appreciated this gesture, and will speak with [redacted] early next week to get this handled. I. I thanked him for the letter, and committed to making the needed changes to improve this location.

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

Regards,

Customer Service Coordinator

Review: I was told that 24-48 hours after I filed my complaint I would receive a phone call from corporate office but has yet to receive one. I don't have my case number with me but my name is [redacted]. [redacted] phone number ([redacted]) xxx-xxxx. If you reivew my complaint you will understand why I'm troubled. Lets just list the things.

1. I paid for a new battery, and later a new alternator. Within a year the battery went dead. Took the car to pep boys got a new battery. A week later the car went dead again. Took the car back and found out need a new alternator. Got the new alternator the car went dead again a couple of days later took the car back. Here is the part that is surprising found out the serial number listed on the invoice didnt match the alternator placed in my car, got it fixed but the car wouldnt start had to take it back a couple of days later because of the batter. Needless to say [redacted] cancelled my towing insurance because of this matter. This was 2012. I was stranded several times because of pep boys "repairs."

2. Feb 2013. Woke up saw water on the ground had the car towed to pep boys. Of course they proffited since now I have to pay you guys to have my car towed since I dont have insurance any more. Replaced the water pump timing belt, thermosat, a little of $900.00 I had to pay. November 11, 2013. Driving along the highway car runs hot. During rush hour. Walked to get water no help. Drove the car to next exit, called Pep boys for a tow. Problem I need a new water pump. The second time a major repair had to be re-done because a part failed. Kept my car from Friday - Sunday afternoon. November 15th, on the way to work steam is blowing fom engine and antifreeze on ground. Stranded called pep boys to get another tow..the rest is in the report I filed.

I was told to bring the car friday asap and will start working on it, never happened. I lost 4 hours at work, that I thought I could make up Saturday. Saturday was told they want to go over the car very well to figure out what the problem was. Sat around all day Saturday, no call from Pep Boys. I call when I wake up Sunday talked with Dwight and he told me he needed to call me back. Called me back and told me my car wont be ready to Monday. Because they worked on the car all day yesterday and couldnt figure out the problem. I told them unacceptable the only way I was getting my car if someone was paying for me to get a ride to work. Told me he wanted to speak with a manager and give me call back. He never called back, I called him back two hours later and guess what the car was ready to be picked up. The work done, a flush, a clamp and a hose.

Things that should have been done when I brought the car in the second time and I wouldnt have been stranded, nor missed hours at work. How do you go from my car wont be fixed until Monday to having it ready in two hours. Simple I made complaints against them so they decided to leave me stranded over a clamp, and a hose. I want to speak to someone because I've paid too much money, stranded too many times, misses hours at work because Pep Boys at [redacted] doesnt know how to fix a car the first time it is brought in. What I want is simple, I want the 4 hours of pay I missed and 25% of the repair returned because satisfaction has not been guaranteed. The only gurantee I got was stranded, faulty work, loss my towing insurance, and missed time at work.

[redacted]Desired Settlement: I'm not asking all my money to be returned only a portion. Each time I had a repair done, the car had to be taken back 2-3 times for the same repair. This last time I was treated horribly, and was made to sit around when there wasnt a need. I lost time at work, that I could have made up. This location has caused me to be stranded several times. Most importantly I have phone calls where I sat on hold for over 40 minutes because no one would take my calls.

Business

Response:

Dear **. [redacted],

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

The General manager [redacted] apologized and refunded **. [redacted]

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

Regards,

Customer Service Coordinator

Review: I've recently been a victim of Pep Boys in [redacted], Ma.I recently took my car in for a brake inspection and was told I had a leak in the master cylinder of my vehicle. [redacted] worked on my car and provided a signed receipt for a Brake Evaluation. He informed me that he bled my brake line and added more pressuremaking it at least safe enough to drive home,but suggested that I bring it back thefollowing day for a $700 repair.I decided to comparison shop and found[redacted] auto shop in [redacted] to be the morecost effective option.The manager of [redacted], [redacted] popped myhood and quickly informed me that someonehad put antifreeze in my brake fluid reservoirwhich would ultimately ruin my brake system entirely. He suggested I go to Pep boys and require [redacted] to contact him.When I explained the situation, [redacted]immediately became defensive and reluctantto show me video of the service performedon my car.He showed no sense of urgencythat a customer had a complaint of such severity. [redacted] also admitted that my brake reservoir was empty when he opened it, but had no explanation for why it was now full of a fluid that did not belong there. I believe this was done intentionally to drive up the cost of repair. I believe I was victimized solely based on gender and the expectation that I wouldnot be knowledgeable enough to comparisonshop, or fully understand the work thatneeded to be done.Desired Settlement: Due to the neglegence at this company I may need to pay for thousands of dollars in parts and labor. I believe I should ve reimbursed for the specific issues caused by this mistake.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 26, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] was contacted by the manager, and he explained to **. [redacted] that green test dye (UV Light) was added to brake reservoir to determine the location of the leak in the brake system.

The brakes were bled to confirm the dye was in the entire system, to find any possible leaks in the brake lines them self. A leak was found under the master cylinder, but **. [redacted] declined repair.

We find no wrong doing on behalf of Pep Boys and no repairs or 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: I had gone in for a standard oil change on Sunday December 29th 2013. I was told that the vavle plug did not fit and they had to replace it. They did not give me a thorough explanation, I trusted that they were experienced professionals and knew what they were talking about. I was charged for the new plug with fee of oil change. On Saturday January 4, 2014, my brother called me while at work and told me to check my oil because he saw a puddle of oil in the driveway. There was absolutely no oil in the car. I bought two quarts to make sure I got back from Scaresdale to Long Island ok, and went directly back to the Pep Boys in Hempstead. I explained that I have been driving all week between work and school in Scarsdale and Long Island not knowing about the leak. He put it on the lift and told me that the threads in the pan were stripped so thats why they put another plug, an oversized plug to try and wedge it. He saw that it was leaking bad, mind you I have never had an oil leak for the past 2 1/2 years of owning the vehicle and have obviously gotten oil changes since. He tried another oversized plug which is all he was able to do because there was no manager on site. The only reason why the assistant manger was there is because he was working on his own car and thats what he told me to my face and did not get involved. I let him know I will be back because I was still not happy and wanted to speak to a manager. It took me two more times before finally seeing a service manager there. When he checked the car he made it seem like there was an issue from before. I wasnt given straight answers, and was blown off by manager.I still wanted an explanation for why they replaced the vavle plug to begin with and if there was an issue I was not informed. The whole situation was not handled professionally. they did a terrible, lazy patch up job to cover the mistake they made. Much more details but out of characters. long story short, basic oil change led me to a seized engine and broken down car.Desired Settlement: I am not looking to take advantage, but I want what is fair and what is owed to me. I want the matter resovled professionally and legitimately. I want to speak to someone to see how this will be resolved, and will not stand to be blown off. I am prepared to take legal action if the company does not plan to cooperate.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 23, 2013.. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The store has tried several times to contact **. [redacted], they would like to offer the replacement of the oil pan and gasket at no charge.We ask that **. [redacted] contact the manager and schedule a time to come in, and have the repair done.

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

Regards,

Customer Service Coordinator