Pep Boys

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 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 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

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: 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: 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 took my vehicle into Pep Boys on the morning of 07/16/2014 for a flat tire repair. All of my Rims on my car were in perfect condition when I took my vehicle in. I drove home and looked at the repair done to the passenger back tire and noticed that my rim now has been scratched up. I called the store back and the manager Pete advised me to bring it in. When I get their he looks at it and tells me that I hit a curb, and that his machine couldn't have done this, after advising that this is not my doing he tells me it could have been someone else, I tell him I am the only driver of my car. I advised him that I just got the vehicle his reply was it could have been the previous owner of the vehicle that his machine is not capable of doing this he continues to tell me it was curb damage. Than he gets the general manager who comes out and tells me the same thing I hit a curb that his machine is not capable of doing this. He takes a picture of my damage and then he walks around and looks at the other rims and walks away. I was just left standing there, than I asked the manager Pete what was the general manger doing, he paged him and the general manager came out I asked what is going on with the situation his reply I thought Pete was taking care of you, I said no he tells me that he will need to do an investigation, watch video tapes and forward information over to his manager and he tells me he will call the car dealer where I purchased the vehicle to get a report from them and he doesn't know how long all this will take. My vehicle had no damage to it before taking it to Pep Boys, until after the repair was done now I have a scratched up rim.Desired Settlement: I am looking for Pep Boys to take ownership of the issue at hand and repair or replace my scratched up rim.

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.

According to the CCTV, we were not able to confirm if we scratched the wheel, however as a Customer Satisfaction we replaced the rim at no charge.

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

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

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: So I took my 2001 [redacted] into the Pep boys for a seemingly routine alternator replacement job which every review I read online said should take no longer than 2 hours to complete and ended up taking 3.5, and when I finally received my car luckily my coolant alarm went off(which was full before I sent it in) which then made me open up my hood and put more coolant in before even leaving the premises. Then while pouring it in I noticed that my grill was broken, multiple screws were missing, parts on the front of my car which were holding it together were missing, I got a fresh new crack in the side of my engine compartment, and to top it all off the mechanic forgot to screw in the part that holds the grill to the metal part of the car which he then stated wouldn't have mattered because the hood would hold it down? Then I pointed out how one side on my car was missing and he said "oh I was wondering where that went". I'm just happy I had coolant on me as well.Desired Settlement: I feel as if a replacement grill and multiple replacement bolts would be nice and whatever else can fix the cracked part of my engine?

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on October 29, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager did leave a message for [redacted] to return to have the replacement parts installed.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

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: 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,

Review: On April 4 2012, I scheduled my truck for service repair on my leaking power steering hose at Pep boys. I also wanted to get an estimate for suspension work. The diagnosis of the suspension repair estimate was $1452.17 with my 10% discount the bill was $1316 with tax. I was recommended by the service manger Isaac Graham to have my engine checked before spending so much money on the suspension.

I agree and they performed a compression check and it came up just fine. Then they performed an oil pressure test on the engine and during the diagnostic they broke my oil pressure switch. Pep boys did note that they broke it and claimed they replaced it for free. The work order number is 2056204 for reference. Since Pep boys said my engine was in good condition I approved the recommended suspension work. So I paid $1316 dollars on my suspension.

During the past year my truck has been experiencing oil pressure problems. Over the past months my pressure has been dangerously low so I took it to a different Pep boy for diagnostic of problem. The service manager [redacted] at their [redacted] location said my oil pressure switch was broken and over time has cause failure in my crankshaft bearings and is recommended for a new or used engine.

Remember this part was just recently replaced around two years ago by Pep Boys who admitted to previously breaking it. They never replaced my oil pressure switch and it cost me to replace my engine.

I also have the work order or the diagnostic that was performed by [redacted] at the [redacted] location. PAID ANOTHER 62 DOLLARS TO FIND THIS OUT THAT THE JOB WASN’T DONE CORRECTLY THEN

I would like for PEPBOYS to pay for new or a used tested engine with at least 2yr warranty. The other work number from [redacted] store is 2044038 for reference.Desired Settlement: I would like for PEPBOYS to pay for new or a used tested engine with at least 2yr warranty

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: 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: In the Morning of October 16,2014 I went to PEP BOYS AUTO,in Atlantic blvd to have them solve with my tire problem on [redacted] 2002 which I bought Them. After I bought this 2pcs tire I observed a bumpy running problem so I went back to them prior to this date to have them check and they re balance the tire. today I went back again to have this tire issue resolve because it is not comportable driving. The front lady (Jackie) get my information and also check my car. She told me that they will figure it out and ask me to sign in the screen over the counter telling that this is to confirm that I authorize them to evaluate the car without telling me that I have to pay after because the issue was the tire. After waiting for about 30 minutes They found out the tire that I bought from them was on (fly separtion) that cause a bumpy running problem and told me that need to be replace. I am so surprised why they charge for another thing like steering and suspension evaluation for $21.39 which is not the issue. I feel that I was not treated fairly in this manner and the bad thing I experience is that instead of helping me the lady treated me so arrogant talking to me in a loud voice.Desired Settlement: 1 I need them to replace me with a 2 good brand tire beacause they cheated me selling bad tires. 2 returned the steering and suspension evaluation charges$21.39 that I pay to them which is not necessary because at first I told them that its a Tire issue not anything else. 3 They should stop turning customers around in order to cllect money, customers has the right to a correct information.

Business

Response:

Dear [redacted],

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

[redacted] was contacted and will return as soon as he has time. We will inspect the vehicle and address his concerns, also we will be refunding [redacted] $21.39.

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

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

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: 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: Initially quoted me $250.00 to change an oil cooler housing gasket. The gasket cost $6.24 and the labor took approx. 20 minutes. I spoke to 2 mechanics at other businesses that said this was a cheap and easy fix. I complained and asked to speak to the manager to justify this amount and he brought down the charge to $130.00. Our car was not drive able so we had to get the car fixed there or tow it somewhere else. In the end, we paid $115.00 in labor. We were ripped off. If we hadn't said anything, they would have charged us $250.00.

Product_Or_Service: oil cooler housing gasket

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to be watched and investigated.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 16,, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.

In order to further assist [redacted], we will need [redacted] to provide us the location he visited. Once we receive the location, we will than begin our resolution process.

Customer Care SpecialiPep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

\

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