Pep Boys

Review: on February 26, 2014 I took my car to Pepboys to have work done on my car.They said that they fixed the care so that it would drive like it should. The cleaned out the exhaust to clear out the fumes that were clogging the drive performance on the car. Before leaving Pepboys, I had trouble starting the car.On March 1, 2014 I took the car back and let them know that it was still driving a little slow. At that time, I asked them to change the oil. The same day I heard a knocking sound under the care, and before I had arrived home it started smoking heavilly. On March 3,2014, I took the car back again to Pepboys and they told me that the head gasket had blow and that it was nothing that they did.The next day on March 4, 2014, I trouble driving it home. It stalled out twice. I was going to the store and before I had arrived there, it totally died on me.Before taking my care to Pepboys, my car did not have smoke coming from under the hood nor did it have a knocking sound.However, I was able to find another car.

Product_Or_Service: repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At this point, I am asking for a total refund for monies spend and lost wages, and money spent having to get another car.Pepboys: $ 645.74Lost wages: 150.00another car: 1,600.00pain and suffering 1,000.00 Total 3,395.74

Business

Response:

Dear **. [redacted],

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

The Area Director contacted **. [redacted] and has agreed as a Customer Satisfaction to send **. [redacted] a refund for services performed at Pep Boys in the amount of $645.74. This check will be mailed to **. [redacted] within seven to ten days.

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

Regards,

Customer Service Coordinator

Review: I went to pepboys with a noise in my vehicle and they told me it was my front driver side wheel bearings and the control arm and came to $600, after they worked on it they called and asked me to pick up vehicle I drove 20 ft. And the vehicle was making the same noise. I turned around and told them, they said they would look at it again in the morning. I reformed in the morning and they told me it was both wheel bearing in the rear of the vehicle and told me if would be am additional $400 and the problem would be dealt with. I came back that afternoon after calling 4 times. I spoke with the assistant manager named rusty and I asked to test drive the vehicle and it was still making the same noise. I told rusty that it was still making the same noise and he told me it was the rear end drive and would be an additional $1000 to fix.Desired Settlement: Refund and fix problem

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] brought his vehicle in for a noise. Our inspection uncovered many conditions requiring repair. During the course of our discussions, we offered to repair his car, but cautioned there were other issues that cause the noise. We recommended repairing the most serious first which he authorized (Control arm and bearings since there was serious and movement in the parts requiring repair). After repairing the front there was still a noise coming from the rear. We recommended replacing both rear bearings and cautioned the whole axle may need to be replaced. [redacted] authorized the work and we replaced the rear bearings. After the repair, we test drove with [redacted] and found a noise still coming from the rear. We offered to apply all monies paid to this point for the replacement of the axle. The axle replacement estimate was $2000. After applying the $1000 he already paid, there would be an additional $1000 due.

Please note, [redacted] was fully informed that has vehicle had multiple issues that cause noise and we offered to show him in the shop before proceeding with repairs.

Our final offer is to refund the $400 paid for the rear bearings or we can replace the rear axle for an additional $600.

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

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

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

Review: I brought my vehicle to Pep Boys with an A/C issue and I dealt with the service manager, Bill. He advised me they would provide a free AC inspection and get back to me with results. After the inspection, I agreed to have the work done a few days later. The work was performed by service mechanic Tommy. I was charged $445 and was told that my vehicle was fixed, working to factory specs and blowing cold at around 40 degrees. I have since returned to Pep Boys 5 or 6 times to have the same issue fixed because what was diagnosed on my initial visit has not been corrected. After leaving my vehicle at Pep Boys for 3 days, I was notified by manager Bill by phone that I needed to spend another $300 to fix the warm blowing A/C and intermittent temperature issue. I asked why this additional problem was not diagnosed on my initial visit and he did not have answer. I told him I was skeptical and that it seemed that they were now just replacing parts to see what fixed the problem rather then identifying what the real issue was. Previous visits resulted in parts being replaced with no positive results. He assured me that this additional work and additional cost would fix the problem and that if it did not fix the problem I would receive a full refund. Since my vehicle had been into Pep Boys 5 or 6 times already I figured it was only fair considering Bill was adamant that he had found the issue. I picked up the vehicle on June 22, 2014 after a phone call from Bill telling me the vehicle was fixed. After having my vehicle at Pep Boys for 3 days, the problem still was not fixed. The AC still blows warm and temperature still fluctuates. I showed this problem to Bill, which he informed me would go away once I drove the vehicle. The vehicle was driven and the original problem was not fixed.Desired Settlement: I am looking for a full refund. As a consumer I have given the manager Bill ample times to correct the issues that Pep Boys misdiagnosed. It is no fault of my own that this problem still exists. Pep Boys has taken $737.52 without correcting the problem. As mentioned I have given Pep Boys 5 or 6 times to correct this issue. After dealing with Bill and concluding he is not a man of his word, it seems clear to me that his main goal was to extract as much money he could from me without fixing the AC problem. He would not honor Pep Boys 100% satisfaction guaranty nor his own personal verbal guaranty that by having me pay an additional $300 that it would fix my AC problem. As a customer, I am not sure what else I could do to be easy going customer? I have given this service center 5 or 6 attempts to correct this issue and have paid every amount of money they said was owed to them. I am now out $737.52 and a vehicle that is still blowing the same temperatures and same intermittent issue. I am looking for a full refund so I can take this vehicle to the dealership to get this problem resolved.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 23, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.[redacted]"s concerns were addressed and the complaint was resolved.

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

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: Drove vehicle into service location for oil change, state inspection & emissions certification, and service to change front & rear brakes. 3 1/2 WEEKS later I had to have the vehicle TOWED from their garage as not only had they not fixed it but ruined the new parts which had been incorrectly put on.Desired Settlement: I wish to be fully compensated to have the work correctly done at another facility using new parts, refunded the amount paid for parts that have been damaged or otherwise rendered unreturnable/unusable/unidentifiable by their service personnel, reimbursed for my out of pocket expenses for a replacement vehicle and loss of use for my vehicle which they made inoperable.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted]. In order to further assist [redacted], we ask that she assist with the store location she visited.

Once we receive this information, we can than begin our resolution process.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: In March of 2014 I had pepboys replace a left wheel stud. Although they replaced the stud they left the old stud in the wheel drum . The stud cut the break line and I was without breaks and consequently I had an accident. The company that fixed my car took pictures of the Old stud and the damage it did to the break drum and the breaks. I sent the pictures to pepboys. I asked them to pay for the damages to my car. They sent the pictures to their legal department and said they would get back with me. THEY DID NOT AND WHEN I CALLED TO TALK TO THE district manager I was told that the number was a secret. WHEN I ASKED IF HE WOULD CALL ME I WAS TO HE WAS BUSY. I did not ask for any compensation except for what I was out of pocket but I was treated with callus disregard.Desired Settlement: I am out of pocket 3000 dollars for the accident and repairs. The accident was caused by the stud left in the wheel therefore none of the break damage was covered by my insurance company.

Business

Response:

Dear [redacted],

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

[redacted]'s case is being handled by our claims department, her claim number is [redacted]

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I need more clarification from Pep Boys. I have not received any correspondence from them at all and I am not sure what having a claim number means. I would like to know what Pep Boys intentions are.

Regards,

Business

Response:

Dear [redacted],We are in receipt of the rebuttal sent to your office on September 25, 2014 by [redacted]. We have contacted our claims department and reviewed [redacted]'s claim and found.[redacted] was contacted by the claims department and a message was left.[redacted] can contact the claims department and speak to Maryanne L[redacted] ###-###-#### and reference # [redacted]Regards,

Robin S[redacted]

Customer Care SpecialisPep Boys

3111 West Allegheny Avenue

Review: We took both of our [redacted] on 8/28/14 & 300SRT8 on 8/29/14 in for preventive maintenance to Pep Boys,(we had no issues with our cars & are maintained religiously prior to this) 1st car (mine)to have ONLY oil & Deferential changed P.B. went into my transmission changed it without my consent! 2 days later my car lost all power on freeway & was towed back to P.B. They changed and oil sensor, also a hose & gas cap including my transmission filter (AGAIN) stating it was "defective"again I didn't consent too! I asked for that defective filter it was gone "went home with an employee". 2 days later my car would not start! when we did get it started it idled high,no oil pressure including all the lights came on dash. We had the car towed to the Dealer at this point to find out the oil sensor that was replaced in my car was not properly installed by Pep Boys also drained my battery, my car went into a protective mode & could of caused major electrical damage if not. We had proper repairs done at dealer, days later we decided to take a little road trip got about 90 minutes away & my car lost all throttle control, idled high! same issues the first time I lost power on freeway. We took the vehicle back to [redacted] & were told the transmission fluid was the wrong type including it was under filled cause damage to transmission, having to have transmission replaced!We were told by Pep boys they would pay for my transmission and have not as of this date and my car has been done for 5 days being held hostage at the dealer for payment(not the dealers fault) The 2nd 300srt8 was in one day after mine at Pep Boys, We didn't trust there work at this point after my car died on freeway so we took it to the dealer on 9/11/14 to check there work, they never changed the transmission fluid that was paid for,the motor oil was 1 quart low & dif. oil was 1/2 quart low. We have been lied too including watching everyone trying to cover up for each other and there mistakes at our cost!Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to get payment to [redacted] as they promised, I was told payment was overnight Monday 9/22/14 When in fact I called corporate on 9/25/14 it hasn't even been cut yet. My car has been done for 5 days!I have lost many hours including days of work including I lost a client over all this. "stating I have had too many car issues for almost a month" and felt I wasn't reliable at this point!The stress this has caused both of us including our

Business

Response:

Dear [redacted],

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

A claim was opened for [redacted] and Pep Boys paid to have her transmission replaced.

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

Regards,

Robin S[redacted]

Customer Care SpecialiPep 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:The lack of taking this matter a bit more seriously by Pep Boys is just not there, As we do appreciate pep boys taking responsibility for there damage caused to our cars.

They have ripped me off so many times when I was single. I'm a women who had no clue about cars. So, thinking these people were honest, I agreed to have many things done to my car to fix problems I wasn't aware of. My dad came to visit me who once fixed cars, was shock to see nothing was actually fixed! I dropped almost two grand for nothing. I was so sad that they would have done that to me. I have brought it to their attention and have not offered to fix the problems that they supposedly fixed before. A good trust worthy mechanic is hard to come by.

Review: I came in for a full radiator replacement along with thermostat replacement. It was a package deal for $1500.00. After 5 hours of service repairs, I drive the car not even 15 minutes and the same issue occurs. The coolant light comes on and there's no coolant left in the car. I returned and the pep boys advised they did not tighten a hose all the way, and so they tightened it and I was once again on my way. I had to drive home to ** so I had approx 3 hours left. Not even an hour later the same issue occurred. The car is not DRIVABLE. When I looked at it, all the old clamps, cables and hoses are STILL on the car. SO WHAT DID I PAY FOR BESIDES THE $300 radiator to have it be worth $1500???If I keep attempting to drive it I will ruin my engine. Each time I call this pep boys they say its not that serious and they do not even ATTEMPT to assist. They say I have to bring it to another pep boys. After paying $1500 MOSTLY IN LABOR - I refuse to have them fix it again. I do not TRUST PEP BOYS to fix this issue for the 3rd time. I want a full refund so I can have legitimate mechanics look at my car.Desired Settlement: a refund of the labor that was not performed correctly on the car

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 3 , 2013. We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

We contacted [redacted] and would have liked the opportunity to make things right and inspect her vehicle, however we do understand her frustration on the time spent on this repair.

We would like to offer the refund [redacted] is requesting in the amount of $979.49.

If [redacted] would like to accept this refund offer, we ask that she confirm the address the check should be mailed to.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: On Mar 16, 2014, I delivered my vehicle to PepBoys for brake inspection due to heavy vibration when braking. Remind you all current brake pads/rotors/shoes/drums installed on vehicle are new purchased from PepBoys on Feb 28, 2014. Service Tech informed me after driving vehicle he diagnose problems as warped brake drums. After further inspection and advice of Parts Mgr on duty and other Service Tech's standing by they diagnose problem as bend rear axle. I authorized repairs. On Mar 17, 2014, I arrived at PepBoys to retrieve vehicle. Discovered my emergency brake handle/cable not connected. Service Tech-[redacted] reconnected handle/brake cable. On my drive home $909.12 later, I discovered heavy vibration continued when braking. I called PepBoys Service Rep [redacted] to complaint problem wasn't resolved he recommend return vehicle for further inspection to diagnose issue. On Mar 19, 2014 my next off work day delivered vehicle to PepBoys Service Rep-[redacted] explained issues and my disatisfaction he recommend keeping vehicle overnite again. On Mar 20, 2014 late afternoon after not receiving any phone calls on status of my vehicle, I decided to call to find to out now they recommend a new set of brake drums and hardware the current new set were damaged. I ask are you sure this will fix problems? Service Rep-[redacted] stated to me yes. I authorized repairs. On Mar 20, 2014 I returned to retrieve vehicle to discovered again emergency brake handle/cable not connected. Service Rep-[redacted] informed me to drive around to service bay and Service Tech- [redacted] would take care of issue. Again, on my drive home heavy vibration continued. Now I'm really frustrated to the point I didn't want to see another PepBoys store. $1021.28 later, I called the local [redacted] dealer to arrange brake inspection. On Mar 22, 2014 delivered my vehicle to [redacted] dealer brake checked-out ok. HAD TIRES ROTATED AND BALANCED, HEAVY VIBRATION DISCONTINUED. THIS LEAD ME TO BELIEVE PEPBOYS MISSED DIAGNOSE UNNECESSARY VEHICLE REPAIRS COSTING ME $1,021.28.Desired Settlement: Refund for all labor and shop fees!!!!

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office **. [redacted] on April 3. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The Service manager [redacted] spoke to **. [redacted] on Saturday. **. [redacted] explained that while he agrees that he needed some of the repairs, but not sure if he needed all the repairs rendered. ** agreed that the repairs we rendered did not completely resolve the issues **. [redacted] was having with the vibration. **. [redacted] will be returning on Monday to receive a partial refund. Al apologized and explained to **. [redacted] that he could have come to any member of management and they would have resolved this for him. He let **. [redacted] know that he appreciates his patronage and hopes that **. [redacted] will return in the future for other services.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 85% satisfactory to me. I also understand that parts PepBoys installed on my vehicle are not free. With that said, I accept PepBoys partial refund offer to resolve this matter. I also would like to take this opportunity to thank the Revdex.com, **. [redacted] and his staff who had hands on in assisting me in this dispute. I would also like to say to anyone who may have the opportunity to review this complaint to understand that I'm a true believer that the Revdex.com is not just a agency name it is a trust worthy organization thats true to it mission.

Regards,

Review: On April 10th 2014 my car was towed to pep boys due to the all the lights on the dashboard lighting up and not cranking. Pep Boys informed me that my battery was dead due to a damaged water pump and serpentine belt. They replaced the parts and also put in a new battery and did an oil change. The charge was 865.51. On May 11th 2014 for the second time my car once again died after all the lights on my dashboard appeared again. The car was towed back to pep boys and I was told I was given a faulty battery on my first visit on april 10th and they would replace it with a new one. I was charged 1.01. On June 5th 2014 my car for the third time had a battery light come on. I returned the car back to the shop and was told that I had a bad alternator and it would cost me 450.00. I spoke with the manager and he would not refund me the 865.51 that I had paid for a service that did not fix my car after 3 visits.Desired Settlement: I am requesting a refund of the total amount of 865.51. I paid for a service that did not fix my car. The manager refused to not charge me on the 3rd time that my car battery did not work and did not think I was deserving of a refund.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] on June 5, .2014, We would like to

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

Pep Boys facility. [redacted] has been contacted and offered a refund for $150.00, [redacted]

accepted and was asked to return to our facility for her refund.We again apologize as

well as thank [redacted] for allowing us the opportunity to address her

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 had went to [redacted] downs from [redacted] to go to the speedway on the way home I had gotten stuck on the highway in [redacted] Delaware this was Saturday 5/31/2014 I got my 2003 [redacted] towed back to pep boys in [redacted] Delaware, the next morning 6/1/2014 [redacted] had called me and said it was going to be a 7 hour job and will cost around 1,400 dollars 2 hours later I had gotten a call that my car was ready, so I headed back out to Delaware to go pick up my veichle, they said they had replaced the intake manifold and I would need a cadylic converter but they said not right now and told me my car was totally safe to drive back to [redacted], then I had only made it to about [redacted] Delaware when my car was overheating and anti freeze was flying out everywhere this was very dangerous I had to get a tow truck once again to another pep boys in [redacted] Delaware it was a sunday night so by this time they were closed I had left my keys and paperwork in the dropbox along with a letter explaining what had happened the next morning 6/2/2014 which was Monday morning they said once again they had to replace the intake manifold and I would absolutely need a cadylic converter or my car would not be driveable it took the [redacted] pep boys about 2 days to work on my car and my car see** to be running good. I had called and asked the [redacted] pep boys why so short of time it took for the job they had said the mechanic Justin Bowman had to go to the hospital well if that was true they should not of told me to come get my car and should of waited till the job was done right they had reassured me my car was safe to drive and it was very dangerous,Desired Settlement: I would like a refund for all the labor I paid to [redacted] Delaware pep boys or even maybe a full refund because my life was put in danger and they should be ashamed of the**elves for lying to me and telling me my car was running great [redacted] gave me all lies over the phone and Justin bowman was the mechanic who did not complete the job and I could of been seriously hurt

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] had his car towed into our store on May 31, 2014, **. [redacted] explained to [redacted] (assistant service manager ) that his car had shut off and would not run. [redacted] wrote **. [redacted] up for a "crank/no start" evaluation. The tech first recommended replacement of the intake manifold due to a hole in the e.g.r. port, a 3-step to clean the intake and exhaust system and also repair the wiring harness due to heat damage. Technician also advised may need catalytic convertor, but could not determine condition of catalytic convertor until these repairs were performed and could get the car actually running.

**. [redacted] agreed to have said repairs done. After the recommended repairs were completed and we were able to get the car actually running it was then determined by the technician that the catalytic convertor was indeed clogged, restricting exhaust flow and causing an e.g.r. backflow issue. The technician recommend replacement of catalytic convertor at this time. [redacted] informed **. [redacted] of the findings, we however did not have the catalytic convertor in stock and it would have to be ordered taking 2 days to arrive.

**. [redacted] was in town for the races and was anxious to get home and did not want to wait. While we sympathized with **. [redacted] the situation was beyond our control and **. [redacted] was informed the car should not be driven, but he was very adamant about getting back home and understandably so. He then asked if the car could be driven, if he took it slow on back roads, we again stated that it was not recommended, but he took the vehicle anyway.

During our conversation with **. [redacted] on June 26, 2014, he asked why we let him take him vehicle, I then stated that I could not keep it or hold it hostage and it was his car and ultimately his call, that I could only determine what was wrong with the vehicle and recommend repairs. Ultimately the decision was **. [redacted]'s.

**. [redacted] was not lied to and all information was relayed to him as clearly as possible during his visit with the location. The subsequent repairs performed by the [redacted] location were due to the car being driven under the conditions we warned **. [redacted] about prior to him taking the car. The root of the problem was the catalytic convertor, this was not repaired as he could not wait and it continued to cause further damage requiring repair."

We find no wrong doing on behalf of Pep Boys and the request for a refund is denied.

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

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I was told the job was going to be 7 hours from [redacted] when he called me june 1st at 9:18 am I am attatching 2 emails that a 7 hour job had suddenly turned into a 2 hour job when [redacted] called me at 9:18 I had agreed to get the work done and told him to take as long as it needs to get my vehicle fixed, I had never told the business I was in a hurry and did not want to wait, if I was in such a hurry I would not of gotten the second tow truck on my way home from [redacted] pep boys store and gotten it towed to the nearest pep boys in [redacted]. I was also told that Justin bowman the mechanic working on my vehicle had to go to the hospital, so if the job was not done correctly and he had to go to the hospital I would of waited a day or two for my car, all I was asking was for the job to be done correctly. I had also gotten a call 2 hours into them working on my car in addition to the emails, my life was put in danger and [redacted] reassured me my car was perfectly safe to drive home. I was also overchsrged 140 dollars labor which I had gotten refunded if I did not catch that on the paperwork I would of never been reimbursed for it, I expect the truth to come out of this and I expect a refund or I will have to continue taking further actions.

Regards,

Business

Response:

Dear **. [redacted],

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

Our initial response as far as the chain of events, what was explained to the customer during the visit and most importantly, the mechanical condition of the customers car which created the need for repairs remains unchanged. We are not however unreasonable, while a full refund for the needed repairs will not be issued, we are willing as a Customer satisfaction concession to issue a refund in the amount of $400.00.

If **. [redacted] would like to accept this offer, please advise.

Regards,

Customer Care Specialist

Pep Boys

[redacted], [redacted]

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

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

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 will accept the refund of $400.00 and would like to close the case

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: Let me tell you how horrible the mechanics are at the Pep Boys store # [redacted] in [redacted], Florida [redacted]. I made an appointment for July 23rd to have Pep Boys conduct a 60,000 miles service. I even provided them with [redacted]'s maintenance service log which outlined what should be done. So I told them to do the "Premium Maintenance Service" which also included the following:

lubricate all locks/hinges

Replace automatic transmission fluid 3

Replace differential oil

Replace engine drive belts

Replace radiator cap

Replace wiper blades

Inspect the following:

__ All lights

__ Headlights/adjust if necessary

I told them to do a tune up and ailment on my [redacted] as well.

My appointment was at 8:00am. It took the rep 30 minutes just to key in everything into the computer. He advised me its going to take a couple of hours. I said 3 hours and he said yes. Ok no problem I will wait.

Well it did not take 3 hours. It took 5 1/2 hours. So when I got my car I paid the almost $1k bill and I drove home. When I got home I took a look in detail at my billed and I noticed that I was charged twice for anti freeze disposal, I had a warranty charge of $41 that I did not authorized. So I called the store and spoke with the rep that helped me and I question the charges. The rep told me "he believes everyone should have the warranty service and that he had discounted it for me. I responded that I will continue to review my bill and run the numbers and I will call him with any questions.

After hanging up, I took a look at the bill again and noticed a double charge for anti freeze disposal and I discovered that the warranty was not complimentary at all. So I decided to drive back to the store and have them refund the extra charges. It was at that time my "service engine soon" light came on. The rep refunded the warranty and the extra disposal fee and they took a look at the car and said that the catalytic converter is clogged and needs to be clean and they told me what I needed to buy or he advised that I can replaced it. So I told him I will just buy the solution and clean it.

I decided to schedule an appointment with [redacted] instead and have them take a look. During [redacted]'s multi point inspection (the same inspection that Pep Boys claims they perform on all vehicles they service)

I was asked was an ailment performed on my vehicle and I said yes and I showed him the receipt showing how I was charged for an ailment. The rep then provided me with a copy of the computerized ailment diagnostic. It revealed that my front axis was not ailed at all. It was completely off. He also told me that my back brakes needs to be replaced, because they are metal on metal. He asked did Pep Boys not tell you, you had no back breaks. I told him absolutely not. I would have paid to have them do it. He also advised me that the screeching noise is because the drive belt is not tight on the car.

So I while I was waiting at [redacted] while they were replacing my brakes I decided to call Pep Boys corporate and make a formal complaint. I told the rep the entire ordeal and she gave me a case number #[redacted]. She said someone will call me in 48 hours.

I took the care back to Pep Boys and when I was telling and showing the rep what Inifiniti told me. His response was that the brakes could only be detected if they would have performed a tire rotation.I quickly respond showing him the receipt that a tire rotation was conducted.

I went further and told him that even if there was no tire rotation your multi-point inspection would have uncovered the brakes issue. All he did was make excuses rather then take ownership and apologized.

Anyway 48 hours later I received a follow up automated call, which asked was I contacted and I responded with No.

So the automated service said they will escalate to the next level and I will be contacted in 48 hours again. An additional 48 hours passed and I was contacted again and was asked if I was contacted by a higher level of management and I told them no and the rep said she would have the complaint escalated. Well it is now 7 days since I filed the original complaint with Pep Boys and absolutely no one has contacted me from management.

This tells me you do not care.

Horrible Horrible Horrible service.. Shame on you Pep Boys you lost me as a customer and I will be filing a formal complaint with the Revdex.com and any other appropriate authoritiesDesired Settlement: I want a phone call from upper management and then a written apology from Pep Boys

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated August 1, 2014. We apologize to [redacted] for inconvenience he may have experienced at our facility.

The service manager did address [redacted] concerns and apologize for any inconvenience.

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:

[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 never spoke with the Service Manager. Also the customer service rep took my complaint and said she will forward it to the manager. When the site manager never responded she said she would forward it to the next level manager, who also never reached out to me.

Review: On September 20, 2014 took vehicle to [redacted] for inspection and was advised that brakes rotors brake pads needed. I authorized repairs. After leaving the store and continuing about my day brakes failed almost causing a collision with moving vehicle and pole. I managed to stop safely by pulling into empty lot and using the emergency brake before hitting a wall. I contacted Pep Boys to advise them of what happened. They tell me to call for a tow @1800-pep boys. These people tell me I had to wait 3 hours for a tow. By the time I arrive on flatbed to the store it was closed. I then left a note and my key in the early bird slot and went home. Sunday, September 21, at about 12:30 p.m I went to the store only to find my car had not been touch. I heard excuse after excuse. Finally on Monday September 22 at about 11:50 am Pep boys released my car to me. I am still having flashbacks and nightmares of this. I contacted the corporate office and entered a claim with customer relations # [redacted]. I advised that I would like my money back for the labor on this bill . This was not acknowledged for all I went through.Desired Settlement: The labor was about $319.00 The total bill was $637.00 I would like the labor cost back because I was put in harms way,suffered negligent infliction of emotional distress, and was without my car for almost 3 days. Pep Boys needs to be held accountable for this

Business

Response:

Dear [redacted],

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

[redacted] was contacted by the management at this location, they addressed her concerns and offered [redacted] the refund she is requesting. [redacted] is to return Thursday 23, 2014 for her refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

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

Regards,

Review: Took my car to pepboys to have front end issues. I picked car up that evening and on way home my alternator light came on and the noise from front end was still there there. I called back up there to let them know. They said bring it back next day to do a ride test with them so they could listen. I told teck that I wanted my alternator fixed cause it was working fine before they had even started working on car. The teck said fine that they would fix it.Left car with them from 12 to 8 pm. They replaced battery. The store manager called and said that there was nothing they could do, that my car wasnt the best car and I needed come pick it up. Went to get car spoke to customer service teck, left car there for the store manager to make a decision on what they were going to do. Next day manager calls, tells me they wasn't going to fix it, that it wasnt there fault, that they didnt open hood, BUT she said that on camera that the teck had to use a fire extinguisher on my car because car was smoking. They did not tell me the day before when I picked my car up that it had been smoking or had to use extinguisher. They were very rude and unprofessional about the whole thing. The manager also ssid they took new battery out and put he old one back in and told me to come get my car they was not fixin it and not to bring it back !!! There is a lot more to tell but would take up whole website....would better bussiness burearu please contact me I feel I have been treated wrong and my car been messed up by them thank you

Product_Or_Service: car work = fixedDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want my car fixed by pepboys because they are the ones who messed it up and car was working fine befor I took to them....!!!!!!! Oh and want whatever I need to solve this problem please

Business

Response:

Dear [redacted]

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

[redacted] came in for a noise under the car. We had the technician pull it in and lifted the car (No hood was open) , we found that he had a tie rod & Lower control arm problem . Our technician noticed smoke coming from under the hood. We lowered the car down and with smoke coming from under hood, we are trained to make sure we can put out any fires if necessary. So as the car was being lowered down we had another technician on stand by just in case a fire broke out under the hood when we opened it.

We did not have to put any fire out, we had to disconnect the main ground from the battery to stop the alternator from smoking. Once again as we said we never worked on nor had the hood open until the smoke was coming out.

We contacted [redacted] and told him of the circumstances and he said he ([redacted]) had just put the alternator in about 3 months ago. [redacted] started calling the Area Director to have his vehicle fixed. Since Pep boys was at no fault for the repairs needed, the Area Director offered to pay half the bill, [redacted] accepted.

The vehicle was repaired at half the cost and [redacted] has picked up his vehicle.

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

Regards,

Customer Service Coordinator

Review: [Below is what I sent Pepboys in [redacted] and coporate][Work order numbers: [redacted] and [redacted]]Horrible Service! I took my car on 3/9/13 because my brake light was on and I heard some screeching, so I asked for a Brake Inspection - I paid $108.17. On 9/10/13, the Brake Light came back on and the faint screeching noise came back. Since I had to go to the [redacted] area, M-W, I drove my other car. So today, I had to take off work (leave) and took my car back in for what else - another brake inspection - I paid $277.86. Somehow either somebody did not correctly diagnose my 2004 Nissan Altima or something - but the bottom line is that I took my car in for the same issue - used a leave day - and ended up paying more money. Somehow, it seems I am being wronged. On top of that, when I was trying to get an explanation of the situation, [redacted] had the nerve to get smart. He took it as far as to say, "YOU SHOULD HAVE TAKEN YOUR BUSINESS SOMEWHERE ELSE" and "YOU ARE PLACING ME BEHIND..." because he was the only person at the desk to help customers. He did everything but curse at me. When I asked to speak to the manager - HE TOLD ME HE WAS THE MANAGER. If he said those things to me then he must be saying it to other people. I will do everything in my power to have this unprofessional person fired! Being retired military and a high-ranking government civilian, I will take this all the way to corporate if I have to. When you openly say you, in front of customers and use this explanation for their long waiting period because you tell CUSTOMERS..."I have 1 technician working on 3 vehicles" - is unacceptable! [redacted] NEEDS TO BE FIRED or highly REPRIMANDED! I shouldn't have to go to PEPBOYS for the same issue and get charge for that issue. On Sat was ok because I did not have to miss work...but to take leave. Because I needed this matter fixed before, I got my car inspected. [redacted] said me also worked at the [redacted].Desired Settlement: There is No accountability at PB's for substandard work. Someone should be fired. I have sent a reques to [redacted] so the chairman can see this for himself and make adjustments."Just to let you know I have sent a request to [redacted] for the Chariman of PEPBOYS to investivate the PEPBOYS in [redacted] and [redacted] stores along with others. I have never been spoken to or treated that way and will not rest until the employee is fired or reprimanded. Either the per

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 18, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

The Area Director contacted [redacted] and reviewed his concerns, and offered a refund.

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

Regards,

Customer Service Coordinator

Review: I've had my vehicle in this store twice 3/4-5/13 for a vibration in the steering when idle. They supposedly replaced motor mounts, however the vibration continues to be there. I have spent close to 12 hours in the store and just want my vehicle fixed right. The vehicle is a 2002 Ford Escort which I purchased on 2/28/13 from [redacted] in [redacted]. The vehicle has a warranty from [redacted] and according to the dealer this repair is covered. Can you please help me?Desired Settlement: I just want the vehicle fixed properly.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 09 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] came to our facility needing motor mounts replaced, after we replaced the mounts, two days later the check engine light came on, which had nothing to do with the repairs prior.

We were waiting for the approval to repair [redacted] vehicle from the warranty company. We finally received that approval and have left several messages for [redacted] to return to our facility for the remaining repairs.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:the original problem that I went for which was vibration was never fixed. I still have the same problem. They replaced motor mounts which eas supposed to fix that but it did not. My complaint is not about the fix engine light but the vibration that I brought it in for that was never fixed.

Regards,

Business

Response:

Dear [redacted],

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

We contacted the Service Manager at this location and found that there is an open ticket for [redacted], which means [redacted] needs to return with his vehicle, so they can inspect and finish repairs.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Consumer

Response:

[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 was in that shop for two days for a total of 16 hours and when I left the second day the problem was still thete. How many times do I go back before they fix it right? Secondly the technician told me I needed o2 sensors that was causing the engine light to be on,however when I took the car to [redacted] they said the car needed intake manifolds upper and lower. So whats their explanation for that? L don't appreciate copanies that treat people in this manner. They will never see me again.

Regards,

Review: My sister and I took our car to this pep boys in early january. We have had nothing but trouble with this pepboys. The price for our car to be finished has changed at least four time, no work had been completed on it until 01/13/13, a couple days after they called us and told us that a price that they quoted us would change because they didn't check the "check engine" light, when it was clearly on at the time that we dropped it off. Overall it has nothing but incompetence with this "business". They called us a couple weeks later and stated that our car was done and ready for pick up and we told them we would pick it up the following. My sister went to pick up the car the following morning and expected to be a quick visit. She ended up waiting over an hour before they told her that they ordered the wrong part for the car that they had for over 2 weeks and not only that, but they lost her registration and the price that the person who called us the night before would have to be recalculated. We were [redacted]. After almost a month with dealing with the people at this pep boys (them switching the price on us, putting wrong parts in the car, no communication on their end, putting a defective tire on the car which almost caused an accident, etc), they gave us the car back. My sister took the car back on Jan. 30th and on feb. 4th, my sister got into an accident. The collision place that it was towed to, told her that the reason she wasn't able to stop and avoid the accident was because her breaks were loose.This is by far the most ridiculous business exchange that I have ever had with a company with claims to be "professional". I don't understand how "professionals" can be so incompetent at what they do for a living. How are they even in business when they can be negligent enough to give someone a care back with loose breaks?Desired Settlement: We no longer have use of the car since it was totaled in the accident.

Business

Response:

Dear [redacted]

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

Customer came in for a vehicle State Inspection, they had just purchased the vehicle. Upon going over the vehicle we had numerous recommendations, the brakes passed inspection and we had no reason to remove them.

Because of the multiple repairs needed, the estimate did change and the customer was notified. It is unfortunate that their vehicle is totalled from an accident, but that does not mean Pep Boys should refund the repairs rendered.

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

Business

Response:

{Please see below.}

Review: I called ahead of time to let Pep Boys know I was going to have my car towed and dropped off. I explained over the phone what the issue I thought was wrong. Which was, I ran my code reader and pulled up that the crankshaft sensor was not working and provided the code number. Sometime after the car was dropped off at the shop, they called me to let me know what the mechanic found, three of my belts needed to be replace. I am also not happy that they did not investigate the crankshaft sensor and never did look into it. I went to my dealership and got a copy of the parts and labor showing it would be cheaper. Took it to Pep boys and talked to a guy name [redacted]. He told me he would call me in the morning letting me know if they were going to price match for me or not. [redacted] called me in the morning to let me know they were going to go ahead with the price match. But also to inform me that the mechanic took it upon himself to check and make sure his diagnosis was right or not. And the mechanic found that my cylinder in the engine was bent and would need to be sent out to be futher diagnose. So I told [redacted] to hold off on my car and do not do any repairs. Told him I would call back with what I wanted to do. Then I got a phone call a couple hours later from a guy name [redacted]. He started to explain to me what was wrong with my car and I told him I had talked to [redacted]. [redacted] told me just wanted to let me know what the price would be to send out the cylinder. I told him as well not to have my car worked on till I got back to him. I had talked to my husband and thought my car was still under warrenty with the dealership so we were going to have it towed. My husband called and told them we going to go ahead and have the car towed. My husband was told it would cost us for the mechanic to put the engine back together. Even though we did not authorize it to be taken apart in the first place. I was charged for the timing belt and labor, after I told Pep boys not to do any repairs to my car.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am asking to be reinburst the difference between the labor which was $169.50 and the price for the diagnostics test($89.00). Since I told Pep boys not to do any work on my car. The timing belt should not have been replaced, since I told [redacted] not to have my car worked on. So Im asking for $80.50 back.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated May 2, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] returned to our facility on May 10, 2013, the manager apologized and offered the refund of $80.50.

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: Pepboys declined to put my vehicle back together without me getting a tow truck to pick up my vehicle after free brake inspection.

Hello, I called Pepboys on 10/12/2013 to get brakes on my car changed. They did a free inspection and disassembled my vehicle, called me and forced me to purchase and pay for parts that they suggested or they would not put my vehicle back together. I was told new brakes would cost at most $360 dollars for my vehicle, and instead it cost me almost $800.00 Dollars. Which was cheaper than having a tow truck come to pick up my car and fix the brakes myself afterwards.Desired Settlement: I request a full refund and that an apology be issued to me for being forced into procuring the brakes and parts needed by Pepboys when a free inspection was offered. If a free inspection is not upheld and the car isn't going to be returned as dropped off to outsource the parts needed else where, how is that fair to me.

Business

Response:

Dear **. [redacted],

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

The vehicle was dropped off at 11:05am on Saturday Oct. 12, 2013. The service adviser [redacted] gave **. [redacted] per his request an estimate for a front brake package. When the vehicle was brought in and inspected the technician discovered the rear brakes were grinding and the piston in the left rear caliper had fallen out. We then priced up a rear brake package including calipers and contacted **. [redacted] with this price. He informed us he did not have that kind of money and our service adviser [redacted] informed him that the vehicle could not be driven in this condition and said he would have to have it towed in it's current condition. **. [redacted] advised he would call us back in a little bit. Approximately a half hour later **. [redacted] called back and asked if we accepted personal checks, which we informed him we did and at that point he gave us verbal permission for the work to be completed. We completed the work and contacted **. [redacted].

**. [redacted] was at no time pressured into repairing the brakes on his vehicle, the tow was required as an obligation as a repair facility to not put a known unsafe vehicle back on the road that may endanger the owner or other drivers. Of course once towed we are unaware if the vehicle will again be driven in an unsafe condition, but we would have done our very best to prevent that from happening by communicating the possible danger and having the vehicle towed, even if at our expense.

We are denying **. [redacted]'s request for a refund

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

Regards,

Customer Service Coordinator

Review: my name is [redacted] 21 [redacted]ma [redacted]. pepboys [redacted],ma [redacted]. we took the car in in sept for oil change 734.00 later it was fixed.. a few days later my sons girlfriend drove the car to [redacted],ma for a job. car was smoking my son took my wives car to get her. put the car back to pepboys. they called my wife said it would be over 300.00 dollars she complained later they said they missed something no chargeDesired Settlement: on the 15th of sept he called my wife the car was overheating, so he took our car to work.left at pepboys 563.93 later we paid but I feel they caused this problem. there number in [redacted],ma is [redacted]. I called the big company not helpful.

Business

Response:

Dear **. [redacted],

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

Customer came to our facility on August 21, 2013, for an oil change and brakes replaced. Customer returned on September 16, 2013, for a check engine light which ended up being a sensor needing to be replaced.

**. [redacted] is disputing the bill for replacing the sensor, which has nothing to do with the previous repair, oil change/brakes.

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

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 donotbelieve them 3 times car in 2nd time after saying 300.00 plus dollars wife called to complain they said our error no charge same night my son had to borrow our car to go to work. left car there they called in said 500.00 plus dollars. I know you cant be big business, but I think they messed up and charged for there error. I do thank Revdex.com. for trying to help.

Regards,