Pep Boys

Review: My name is [redacted] and I have been a long time customer and have used this location to purchase parts from for the better part of 30 years. That kind of loyalty is unseen in these days of internet shopping.

Upon the recommendation of my mechanic we have a process that we use to get my vehicles fixed. He looks over the car and charges me a diagnostic fee. I then order the parts he tells me to order from the parts counter at the [redacted] location. With a fleet of nearly 7 vehicles and 5 separate drivers we have found that this is the best way to keep a car off of the lift during an inspection.

Over the last 3 months consecutively, I have reached my limit with the customer service and parts department. Without exhausting your patience I will surmise the last 3 events:

In December, I needed front brakes for my 1997 [redacted]. I gave the parts counter the make and model and they found the "correct" product for my vehicle. I put the brakes in the car and drove them to my mechanic. The mechanic looks at the part once the Blazer is on the lift and finds these are the incorrect parts. There is nothing different about this vehicle from any other regular [redacted]. Upon returning the product to get the "correct" brakes again, to my dismay upon giving them to the mechanic the SAME mistake was made. At that point we had to physically take the parts off of the vehicle and show them directly to the service department. It took 3 trips to get the CORRECT brakes for my vehicle and there was no compensation for my time and the expenditure of my mechanics time that was passed to me on the service bill. In addition I was unable to use this vehicle for 3 days because of these mistakes.

I have a 1992 [redacted]. The same procedure was followed for this vehicle in this case. I was told I needed an axel and lower control arm. Both of these parts were ordered out of [redacted] by the [redacted] location. I was told to prepay for the parts, which I did and upon inspection of the invoice the product said ball joint. Before leaving the store, I walked back to the parts counter and I told them I needed a lower control arm not a ball joint as the part was listed on the invoice. I was told "sometimes the parts just come up that way." I received a call the parts were in later that day and when I arrived at the store the box said ball joint. I opened the box and found it was actually a ball joint as it was listed on the invoice and not the lower control arm that I was told would come in. So, they credited me for the ball joint and charged me for a lower control arm that should have been ordered in the first place. In the afternoon of the next day I received a call that my lower control arm was in. I picked up the CORRECT parts and took them to my mechanic. When I went to pay for the item the store associate billed the item to someone else's account in order to give me a lower price on the item without my knowledge. The axel had a core charge associated with it in which I paid for. After the car was repaired and inspected I returned the core to the store to receive credit back for the item. When I went to get the core money back with my receipt the associate would not give me back the money. This was because the associate put the the part under someone else's account who owed the store money. This was when I was subjected to inappropriate language and disrespect from the store associate. I still to this day have the core in the trunk of my car and have not been compensated for the charge.

Finally, early last week I took my car to my mechanic. Mind you, this mechanic operates a business in [redacted], not far from the Pep Boys location. He ordered an variable valve timing solenoid for my vehicle that was leaking on my 2004 [redacted]. I was informed by my mechanic the part needed to come out of the [redacted] warehouse and that if I was to leave the money with the mechanic Pep Boys would drop off the part upon its arrival. At 2pm I visited my vehicle. My mechanic offered to call Pep Boys to find where the part was currently located since it had not been received as of yet. One hour later a part arrived. The listing on the invoice said cam shaft sensor. I did not realize nor did the mechanic that this was the wrong part until the mechanic opened the box and inspected the item with the vehicle. My mechanic knew I was running out of time since I had committed a whole day already. The mechanic gave me a loaner car and sent me to the [redacted] dealership with a VIN and part description while the mechanic personally took cash out of his wallet for the incorrect part that was delivered by Pep Boys. Needless to say, I have the part but the mechanic did not have enough time to put it in since I did not arrive back from the dealership until after 5pm. This was a complete waste of a day and more importantly my time. I lost use of the vehicle that whole day and will have to pay for the mechanics time he spent dealing with the incorrect part. I voiced my frustration to the counter associate at my mechanics shop and their reply about your company is that Pep Boys is in chaos.

I am willing to furnish any information required to get the CORRECT part the first time I ask for it. The system seems broken. The associates feel detached from the customers and I feel it is my obligation as a customer to inform you that this isn't the only instance of these things happening from this and other locations. I have several other vehicles that will be in need of inspection but I can not allow your store and company to waste any more of my incredibly valuable time and money on your mistakes.Desired Settlement: I am seeking reimbursement for the following items

- the axel core charge - $10

- my mechanics excess time wasted passed onto me through invoice $105/hr * 2hr = $210

- my wasted time and fuel mileage to and from the store - 187 miles / $0.56 (federal mileage rate) = $104.72

- the difference between the dealer price and pep boys price for the variable valve timing solenoid (purchased directly from dealer/Pep Boys gave wrong part) - $201.00 - $147.87 = $53.13

The total amount of reimbursement being requested currently is $377.85

I believe this is the MINIMUM amount that is due back to me for my time and money that has been wasted because of your companies negligence and mistakes. I am normally a reasonable person but I will not be subject to subpar service from a company who is capable of excellent service that has been given to me in the past.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 24. 2014, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] has been given a refund as requested.

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

Regards,

Customer Service Coordinator

Review: The Pep Boys website offers an oil change for $19.99, when I tried to make an appointment on their website, it wouldn't register. After several attempts at trying to schedule an appointment online, I called the store directly and asked if they would honor the $19.99 price even though I'm calling. [redacted] told me they would, and I scheduled an appointment. Upon completion of the oil change, I was billed $35!!! When I informed [redacted] (service manager) of my situation, he could have cared less, arguing with me saying "[redacted] has been here for 14 years." That's all well and good, but [redacted] told me the price would be $19.99. I'm sick with the flu and really don't feel like arguing, so, he finally told me there was a coupon online for $24.99 that he would honor. OK, I'm on my way, but I'm still going to tell everyone about the bait and switch experience. When I return home, I look on the receipt and it states: "Customer Notified OF And Approved Increases In The Original Estimated Price."I didn't agree to ANY such thing! Why do they put words in my mouth without telling me?They are admitting that the price was increased.On the website, it doesn't state anywhere that the $19.99 deal must be scheduled online only.Thank you.Desired Settlement: Pep Boys owes me $5.00 and a letter of apology from the service manager [redacted].

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office [redacted] on March 23. 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility. [redacted] was contacted by the manager who wanted to apologize, offer to [redacted] a full refund and advise [redacted] that he will address his concerns with his team. If the manager has not been in contact with [redacted], we ask that [redacted] return to our facility for the refund.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

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 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: 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: 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: 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: ###-###-####

Last month I took my car to the DMV to get my 2001 Honda Civic inspected. The car passed inspection. During the inspection the inspector unplug the sensor reader while the car was still running causing the car to go into limp mode. When this happened the car wouldn’t go over than 10 miles/hr. I knew my car trouble was related to the inspection process, the car was running fine prior to the inspection. So I dropped my car at a nearby Pep Boys.
While at Pep Boys I told them want happened at the DMV, they said that they will need to keep my car to make an assessment. The next day they called me and said that it would cost over $700.00 to repair the car. I called my mechanic and he agreed that most likely the car was in limp mode and could be repaired by hooking up the sensor reader to my car. The mechanic at Pep Boys made up a fake diagnosis for saying that the labor for this repair would take hours. I had a male friend call the store to get the details of the repair. My friend called at mechanic and relayed the information to him. The mechanic said what Pep Boy’s was telling me didn’t make any sense. Pep Boy’s claimed that fluid from a valve was dripping on my sensor causing it to malfunction. The mechanic said that was physically impossible because the valve and sensor were not in close proximity of each other.
A male friend of mine went to Pep Boys to question the diagnosis. After Pep Boy was caught in a lie, they fixed the car by plugging in the sensor reader and the car started and ran fine. Pep Boy mechanics saw a single female and decided to rip me off. That is why I am making this complaint against PepBoy’s on 1400 N. Dupont Highway in New Castle, DE.

Review: I took me Ford Escape 2009 to PepBoys on 2/20/13 because the check engine light was on.They told me they would have to do a diagnostic test in order to determine why the warning light was on before they could do any repairs. After paying a fee of $51.66 for the diagnosis I was told that two engine cam sensors were defective and needed replacement for an additional cost of $306.92. I had them replace the sensors the next day and after a few hours of driving the check engine light came on again.I immediately returned to the PepBoys and informed them that they failed to repair the problem and they said the would check it out and let me know what went wrong. I was then told I would need to pay them an additional $600 dollars to replace two other sensors that they said were defective.Now the cost of this repair is looming on $1000! They were totally inept at diagnosing and repairing this problem and expect me to pay for their lack of what should be simple repair. I will never use or recommend this business to anyone mostly because the were not professional or courteous and did not appear to have the knowledge to repair my vehicle.

Product_Or_Service: camshaft position sensor

Order_Number: na

Account_Number: naDesired Settlement: DesiredSettlementID: Refund

$306.92 I paid to fix the problem that they said they found when they made the diagnosis.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated February 27, 2013. We would like to apologize to [redacted] for 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:

[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 2001 Dodge Caravan into Pep Boys to be inspected on 3/15/2013. Vehicle transmission had a knocking sound when brought in and the check engine light was on. Was informed that the van needed extensive work which included struts, alignment, tune up, front beakes, a muffler, and wiper blades, and spark plugs , all of which totaled $1,457.76. Picked up vehicle on 3/17/2013. Was told that I would have drive van for 75 miles fore the check engine light to reset and to bring it back for an emissions diagnostic. Though the inspection was not complete, the state inspection sticker was placed on my vehicle, which I understand should not have been done.When I returned my vehicle after traveling the stated 75 miles on 3/21/2013, my an was knocking worse than when I first brought it in. The service agent, after direction from the service technician advised me to take my van to the Pep Boys in [redacted] on [redacted]. so that it would pass inspection and a sticker could be placed on the van. [redacted], the service Manager in [redacted], sent me back to the Pep Boys on [redacted]. because they had failed to diagnose what the problem was as the check engine light was still on. When I returned the van that same day, I was told that the engine was bad. This should have been known before hand by the mechanic who inspected and repaired the vehicle. The service Manager at [redacted]., [redacted], would only refund me that state inspection charges of the bill which came to $246.09 according to him. He refused to refund me the full portion of the bill. I am writing this complaint because Pep Boys appears to be engaging in deceptive, fraudulent, and ilegal business practices and putting motorist at risk on the highways by putting stickers on vehicles that are ckearly unsafe.Desired Settlement: Want full refund of repair costs. The balance owed is $1217.67

Business

Response:

Dear [redacted],

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

A check has been requested for [redacted] in the amount of 1217.67.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Regards,

Review: I originally brought my car to the Pep Boys to be fixed for an oil light being on.

They ran a diagnostics and came up with multiple things wrong with the car, which I was aware there was little things here and there wrong with my vehicle, but it was running perfectly fine, I had just had concern about the oil light.

I brought the car to them Saturday 2/23/2013. I was told the parts would not be received till monday 2/25/13. I asked if I could take my car back till monday, and bring it in then. They said I could. I went to get my car on saturday, 2/23 and the car broke down before even getting out of the parking lot. I called the store, they came and brought the car back down to their garage. They told me they "were sorry, someone did not put the car back together correctly." I was upset, but nothing I could do, the car did not even run, let alone to decide to take it to another place to be fixed. I was trapped into leaving my car there. I was told the car would be fixed and ready to pick up monday 2/25/13. After paying over $1,000.00 for the car to have been repaired of all issues they said was wrong with it, including my main concern and reason to bringing the car in, the oil light. I got into my car at 4:30pm monday 2/25/13, the oil light was still on. I went back inside, and told them that it was still on. They came out, looked at the car and said that they would fix it, and leave the keys in the car for me to pick up later that night. I returned to pep boys at 10pm 2/25 to pick up my car as I was told it would be fixed, again. The oil light was still on after it being looked at and repaired again, they told me they replaced the sensor and there should be no more issues, yet it is still on. Therefore, I called corporate on tuesday 2/26 and opened a complaint/ case with them. I was told that this process takes 24-48 hours. I understood, and filed the complaint. I then waited for the 48 hours to be contacted. I was not contacted, so I contacted them back after the 48 hours has passed. I was told that they were sorry, and would handle it. I said I was not happy with this, and that I did not want to work with the store I had gone to have the car fixed, I wanted someone that was not at the store level. I told them I refuse to continue speaking with people at the store that had caused all these issues already. I was told it was noted in my case that I did not want to speak with the store. The man that I brought my car to at the pep boys location keeps calling me. His name is [redacted]. I called back the case complaint line and explained I did not like the resolution [redacted] had come up with. His resolution was that he personally would get the parts needed for my car at the ford dealership from a friend and then he would personally fix my car himself outside of pep boys. I called the complaint line and once again, told them I do not want to speak with [redacted], and I will not bring my car to his home. Ontop of this oil light still being on, my car had another issues I was told was fixed. I would have to rev my engine to stay on in the cold, Pep boys told me that it was a O2 Sensor that had went bad and they replaced it. The car still needs to be revved to turn/ stay on. I once again called Pep boys complaint line and spoke to their supervisor named [redacted], who I already spoken to. He told me he had emailed the higher up people in the store that can resolve this, even though their policy states that a resolution will be reached in 48 hours after case is opened. I opened my case on Feb 26, 2013. It is now March 4th, 2013. Nothing has been done.Desired Settlement: I would like a refund.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated March 5, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

The Area Director spoke to [redacted] and gave [redacted] a full refund.

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

Regards,

Review: On 02/21/2013 at approxily 5:33pm I purchased special order spark plug wires for my 1995 SL600 Mercedes Benz From Pep boys Auto Store Located at [redacted].

These wire were packed in a very cheap flimsy box that the wires barly fit into. After purchasing these wires I took them to[redacted] to preform a tune up on the vehicle. It takes many hours to complete a tune up on a V12 Mercedes Benz. The machinic was unable to tend to my vehicle right away after purchasing these wire. After a 2 months of delay in performing this tune up. So I decided to have my vehicle tow to another shop [redacted] shop being that the first shop was to busy to make the necssary repairs.

[redacted] only stored these wire because they were unable to find time to exchange these spark plug wires on my vehicle. Being that the box these wire were store in was so cheap and to small to contain these spark plug wires it broke the box , so the Machinic exchange the Box in order to store them not to lose them antisapate being the shop to do the work.

Being that [redacted] repairwas so busy I had my vehicle tow to [redacted] , the wires did not acompany the wires to [redacted] . The Owner of [redacted] told me that my old wires were not bad in good condition so he just change the spark plug on my vehicle only.

I decided to return these clean unused spark plug wires with the origenal purchanse receipt, I attemped to return this wire to Pep boys and [redacted] the sale clerk and [redacted] the refund the first attemp being that we did'nt have the box.

So I called the company on 05/14/ 2013 at 1800 Pep boys home office and expalin to them the situation. Pep Boys home office created a ticket which they call it. The ticket Number is [redacted]. The attendant at the home office stated to me that they will have someone contact me within 48 hours within creating this ticket.

The next day on 05/15/2013 the Manager [redacted] called and stated that the home office created this ticket and ask me to bring the wire back into the store so they can ID them to see if its there wires to refund them with a restocking fee if it was there wires. I stated to [redacted] that I didn't think it was right that they should pentized me for not having that box being that it was a very cheap made box. That I had everything else that is correct and not used.

I told the Manager that I was unable to bring the spark plug wire in that same day he called me that I will bring them in on thursday. upon entering the store 0n 05/16/2013 at about 1645PM I made contact with [redacted] the manager clerk. [redacted] received the wire from me to ID the wires, Then explain to me that the district manager told her to give me 25% off of my next perchase and that is not the reason they loure me into the store.

Brian the manager promise me a refund if the wire were theres with a 25% restocking fee.

after being denied the refund of the wire on 05/16.2013 I called the home office to explain what had occured and mark the phone attendant for Pep Boys home office explain to me that the store entered in the computer that they denied my refund becauses the wires were dirty and I did not have orginal receipt.

I explain to mark that is not the truth. That the wires were not dirty and I had the origanal recepit. I feel the the manager had made up in his mind to turn me away. [redacted] stated that a head manager will contact me soon.

I only hope that this occurrence will have a successful out and both side will be satifiedDesired Settlement: I would like to be made whole with a refund for the unused product

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 23, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] bought the wires as a Special Order and wanted to return them roughly 3 months later . This would not have been a problem, if the product was in new resalable condition with the original package . The wires ( product itself ) were dirty and not in a package.

The store manager as a good will gesture, offered a 25% discount on any future purchase . The bottom line, the customer or the customer representative after purchasing the wires handled the wires, losing or destroyed the package over the course of several weeks .. ( Almost 3 months? ) The product can't be resold due to the outlined issues .

[redacted] had a responsibility, to safe guard the merchandise and return it in a new resalable condition . He did not. [redacted] is not dealing with us in a reasonable fair manor and does not want a discount on future purchases as offered as a customer goodwill gesture.

We are denying the refund, due to item not resaleable.

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: I was called by the Manager in regards to my first complaint to pep boys home office.The manager ask me to bring in the wire knowing the condition that the wire did'nt have a box only being that the wire never been touch other then to change the box that the wire wouldn't be lost because of the cheaply made box that they came in. I brought them in and the clerk manager [redacted] with through the process that she were going to return the wire checking them out first,then turn to me and stated only that the manager told her to tell me that he would give me a 25% discount on my next purchased ,I am not looking for any handout . but to do honest best just as I do in my police work and marketing company. why hame me come into your business to have a pre-determine mind of what you had plan to do. thats a waste of my time when you could have told me that over the phone

Review: I believe that Pep Boys Auto,are using false information to deceive customers in terms of the cost of some repairs. For example, they charged me $709.54 for a busted water pump and supposedly a radiator hose. this is not the 1st time; last year I was told by the manager that I needed breaks when I had just gotten brakes 2months before at another location. I let that slide, but this time I know I need to report this unlawful practice. I am elderly, on fixed income and I don't need anyone to be ripping me off. Thank you very much. I took my car to "[redacted]" and they told me that I had a busted water pump and a loose belt; no broken hose like pep boys told me. My brakes was still under warranty, they installed new pads, they replaced all my windshield wipers,installed my cabin filter,replaced the lisence plate bulb and charged me $394.95

Product_Or_Service: DiagnosticDesired Settlement: DesiredSettlementID: Refund

Pep Boys charged me $34.95+0.54 cent tax for a deceitful diagnostic.I already knew I had a busted water pump because my son looked at it and told me. They insisted on charging me the $34.95.I want my money back and I want them to stop doing this to elderly people and everyone else.

Business

Response:

Dear [redacted],

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

To further assist **. [redacted], we will need the Pep Boys location she visited. Once we received the requested information, we will than begin our resolution process.

Regards,

Customer Service Coordinator

Review: I took my truck to an Authorized service shop (ASE certified) and chose Pepboys. Pepboys misdiagnosed the car replacing the Transmission, which didn't need to be fixed, and replaced the Transmissions anyways. They then proceeded in telling me that it was the Catalytic Converters that needed to be replaced. I actually told them that before they did diagnostic. According to them, they couldn't do anymore for me. Pepboys did an Transmission Diagnostic, when my original paperwork says that they were going to do an Engine diagnostic which would include the emission part. I then was advised that the person working on my car was about to get fired because of the service his did (messing people's car up) and I believe he may have sabotaged my car. When I went to pick up the truck.. the truck made even more sounds then when I dropped it off. I had to leave it another night because I couldn't drive it out of the parking lot. They advised me that they had to keep it another night to "See what ?? did to the car". Upon looking under the hook.. One of their servicers and myself saw that the "technician" burned up another part of my truck by not placing all of the hoses back on there, which is one of the reasons I had to leave the truck another day. AND because of this inconvenience (Pep boys keeping my truck for nearly 3 weeks, when their average time for keeping a car is 3-4 days) I was FORCED to keep a rental car.. racking up more and more fees and amounts with them. It's COLD here in [redacted], and I need my truck for this weather and 2 kids. PLEASE HELP!!!!!!!!!!!!!!!!!Desired Settlement: I would like for Pep Boys to refund me the amount of the diagnostics, as their paperworks states ( if you have the work done there.. the diagnostic fee is paid back to you) and pay for the extra 2 weeks that I had to keep the Rental car. PLEASE HELP!!!

Business

Response:

Dear **. [redacted]:

We are in receipt of the complaint sent top your office **. [redacted] on December 17, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The vehicle came in and would not move, **. [redacted]'s warranty company had us diagnose his vehicle and authorized a used transmission, the first salvage yard transmission that we installed was cracked so we had to redo the transmission.

When installed the second one was fine, it would drive and shift through all of the gears, the car was sluggish due to the catalytic convertor issue, we could not get authorization from the warranty company because they do not cover convertors.

The delay in repairs were due to the warranty company wanted a used transmission and Pep Boys had no control over the time it took to repair.

We find no wrong doing on behalf of Pep Boys, and will not be responsible for the cost of the rental vehicle.

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

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and

only for the use of the intended addressee(s). If you have received this

communication in error, any disclosure or use of such information is strictly

prohibited. Please notify the sender immediately and destroy all copies. Thank

you.

Review: I had my vehicle repaired at the location described and after paying an expensive bill for the service, the problem turned out to not be repaired at all. My vehicle has had an overheating issue and I believe the cause was overlooked. Futhermore, I was given many different time frames on when the service would be completed, only to find out after waiting that it would not be done. The vehicle I own is only form of tansportation I currently have and have lost income due to having miss multiple days at work because of their terrible service.Desired Settlement: I would like them to fix the issue once and for all and in a timely manner without me having to hand over any more money. This has been a big inconvenience for me.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 6, 2013.. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

[redacted] had her vehicle towed to our location on December 27, 2013 for overheating issue with cooling system . Customer was requesting installation of the thermostat to repair problem for $150 with no diagnostics. We installed thermostat that night , and it did not fix the problem, we found there was still no circulation in cooling system, we determined the water pump needed to be replaced.

We recommended the timing belt and timing belt component kit be replaced with water pump, but **. [redacted] declined. We block tested the vehicle before installing the water pump, to see if there was a head gasket issue and the vehicle passed the block test at that time.

On December 28, 2013 after talking to **.[redacted] several times about pricing on the bill, we discounted the bill enough to where customer felt comfortable installing water pump. After install timing belt even though we recommended it up front and customer declined, **. [redacted] paid for belt, we did not charge for labor and we re did the job a second time. **. [redacted] picked up the vehicle on December 30, 2013 at 12:50pm, and paid $589. [redacted] called a couple days later,and stated the vehicle is overheating again.

The vehicle was towed back to our shop, we performed another block test and the test failed, the head gasket was bad. The vehicle passed the block test originally, because there was no flow from the water pump. We offered to refund water pump repair or put it towards repair of the head gasket. **. [redacted] choose a refund of $435.00 which was charge for all water pump repair.

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

Customer Service Coordinator

Review: Pep Boys credit reported me as deceased. They are requiring that I prove who I am and do the leg work for correcting the problem. Will not put me in contact with anyone that can correct issue. Account has been paid zero balance and yet I am deceased.Desired Settlement: correct your error, correct the status on my credit report in a timely fashion not 10 business days.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 28, 2014, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted]'s concerns were forwarded to [redacted] to assist her. If **. [redacted] is not contacted by ** with in 48 hours, we ask that she call our office at ###-###-####

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

Regards,

Customer Service Coordinator

Review: I had ordered a part, variable resistor for my [redacted] maxima from the Pep Boys located at [redacted] CA US. I ordered to part on Friday and was told that at most, It would be available on Monday. I called in on Monday and was told that the part was not available. I called on Wednesday and was rudely told that I would get a call when it is available. I never got a call from the representatives at pep boys. Approximately three weeks later, I was checking my credit card statement and realized that not only have they not contacted me regarding the part, they have also charged me the full amount and have not provided a refund. I called the local pepboys and they told me that in order to qualify for a refund, I must pay a 20 percent restocking fee. They were also extremely rude in their response and somewhat rejected to explain to me anything. Please note that I never picked up the part because It was never made available to me, once I paid for the item, I never heard from pepboys or anyone to update me regarding its status.

Thank You

-[redacted]Desired Settlement: A full refund to my credit card is the only acceptable solution

Business

Response:

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

office by **. [redacted] on June 16, 2014. We would like to apologize to **.

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

facility. **. [redacted] placed an

Special Order over the phone, Unfortunately the part was on back order, We **.

[redacted] to let him know that the part will be at least two weeks on back order,

but he did not answer so we left a message, Once the part arrived to our store,

we called **. [redacted] to let him know that the part he ordered had arrived, but

again **. [redacted] did not answer and again we left him a message, customer spoke

to me and I explained him the process of returning a Special order and that

there will be a re-stocking fee of 20%, **. [redacted] was not informed about a re-stocking fee for returning

the part, Being that said, we will process a full refund for the

inconvenience.We again apologize as

well as thank **.[redacted] or allowing us the opportunity to address his

concerns. Regards, [redacted] Customer Service

Coordinator

Review: On Tuesday July 15, 2014 10:00AM I arrived at Pep Boys in [redacted], CA 93003. I walked in and requested a diagnostic on my 2007 [redacted]. During the diagnostic I was informed that my tensioner and water pump pulley were bad and needed to be replaced. I declined to replace them. The technician then placed my serpentine belt back onto my vehicle and I left to get another opinion. As I approached the [redacted] Freeway my power steering froze and my car stopped running. To my surprise there was liquid and pieces of my belt hanging from the vehicle. I took my vehicle to another shop and the first thing we saw was the belt had incorrectly been installed. Also not to mention the tensioner and water pump pulleys were fine. I have called numerous times and Pep Boys will not return calls however it is predatory frauds like Pep Boys that give the industry a bad name. I will now file a case in small claims court.Desired Settlement: Pep Boys should have stood up for their work and fix the issue that they caused. I know this won't happen based on their communication.

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] came in to have a belt noise identified. pulled vehicle in for quick inspection. One of the serpentine belt pulleys was making noise like a bad bearing or bad tensioner.
We could not identify which pulley was making noise, so belt the tensioner was pulled back to release tension and each pulley was hand turned to determine which was damaged. Found water pump pulley with excessive play and idler pulley bearing (pulley next to alternator) grinding feeling. Made recommendation to customer and he declined further service. Belt was re-routed back onto the pulleys and tensioner released back into position. Engine was started up to check for belt alignment and released back to customer. Engine running.
[redacted] contacted store later and informed us he had thrown the belt and was having vehicle towed to his home. He later contacted us and stated he had purchased new belt and was installing it himself in driveway. Demanded we pay for belt and towing. After initial decline of claim, verbal attacks and threats for litigation, store manager offer to re-imburse for the tow($60) and the new belt($25) without admitting fault. After several days customer contacted store again claiming further damaged had occurred and again using profanity and litigation threats. Customer would not disclose cost of claim or who was repairing the vehiclCustomer's claim was declined after several attempt to discuss issue with him. Customer has never disclosed cost of repair if any, refused to have it towed to any Pep Boys for inspection, or towed to third party for inspection. Continues to use foul language and threats.

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


We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards, Robin S[redacted]Customer Care Specialist   




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: Pep Boys is lying about several attempts trying to reach me. They have done nothing to reach out to me. I have a [redacted] message stating that the area manager had tried to reach me however that is a lie. I will happily provide my phone records to prove no such attempts were made. Will they provide their phone records? I provided the name of the mechanic that provided service after their failure to re install belts. All tensioner and pulleys were in good condition it was the failure to install the belt properly that caused the issue. I have sent a demand for payment to the Pep boys located in [redacted], CA. If litigated I'm prepared to present plenty of evidence about their failure to install the belt properly and blatant disregard toward communication. 


Regards,

[redacted]

Review: On 07/05/2014 I placed a order on Pepboys.com in the amount of $540.13. After using the tracking information provided the package was to be delivered on 07/08/2014. On 07/08/2014 I had never received the package. Per the carrier website the package was delivered on 07/08/2014 @ 12:22pm and left at the front door, no signature required. Interesting since no one reside with me. I asked neighbors and was told they had not seen any packages nor a [redacted] truck. I contacted Pepboys to explain the situation with the package and that I hadn't received the package. I was only meet with poor and distasteful customer service. Its stated on pepboys website that orders over $250 require a signature for delivery. I don't understand how the order was left at my door to begin with without a signature as the order was over $250.00Desired Settlement: I am requesting a full refund in the amount of $540.13 as I haven't received the package I order.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 24, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced with our Online Web ordering..

[redacted] has been fully refunded.

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

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

Review: Brought my 2010 [redacted] Van to Pepboys for a replacement starter on June 5th 2014. They gave me a quote and recommend my front and rear brakes be replaced. They recommended resurfacing but I declined that as I knew they resurfaced 6 months prior. I asked them for a quote and Victor called back and said I need new rotors and pads good news is the front set of brakes were still under warranty so I only needed to pay for the rear pads. I was quoted $430 which I said yes to. July 8th I had issues with my radiator and took it to another shop Forever Auto who did electrical work for me in the past. The recommended I replace my front & rear brakes. I was a bit dumb founded as I just replaced them last month. I brought our van back to PepBoys. They said a mechanic need to look at the vehicle. The told me they only replaced one rotor on the back and resurfaced the other one. Envoy later told me his mechanic was wrong they replaced them but did not work to our front wheels. I asked to speak to a manager and was finally passed to Fred who said he would talk to Victor and call me in the morning. Come 2:45 pm today still no call. I call them and Envoy gave said he would fax over the quote for the work needed to be done and they are wanting to charge me another $518.02 to do the front which I had already authorized to do for the $430 back on June 5th.

Product_Or_Service: front & rear brake replacement

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

I would like the work done that I authorized over the phone back on June 5th. New rotors & new brake pads with proof the parts being are brand new. If they can't do that I want a full complete refund.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

On June 5, 2014 [redacted] approved the repairs listed on the work order attached. This repair did not include front brakes, the technician that inspected her vehicle stated the front brakes did not need to be replaced, but did resurface the rotors in the front.

[redacted] returned to our facility on July 27, 2014 and [redacted] was given a refund for the resurface of the front rotors, $80.00 . [redacted] was taken out to our shop area and shown the front brakes .We also replaced the rear brakes and rotors due to [redacted] not believing that they were replaced the first time.

Pep Boys is a large company, that would never put a customer in and jeopardy by not replacing brakes that are recommended or needed. It is unfortunate that [redacted] should feel that way.

We are declining any further refunds or free repairs

We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards, Robin S[redacted] Customer Service Specialist3111 W Alleghheny AvePhiladelphia, PA 19132