Pep Boys

Review: I took my truck to this pep boys to get a diagnostic done on my truck. I was told that I needed a ECT sensor & that was it, and that my truck would be fixed with no other problems/issues. I paid them $407.77 for them to tell me I need to get a tow truck to get it & the issue was not fixed.Desired Settlement: I would like a full reimbursement & my truck back fixed

Business

Response:

Dear [redacted],

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

**. [redacted] came in to our facility on July 8, 2014, he stated his vehicle would start and than cut off. he explained all the repairs he had done to the vehicle. We ran some test and replaced the ECT sensor and cleaned the fuel system.

**. [redacted] was advised that he needed a throttle body and the vehicle was getting low fuel pressure. We advised **. [redacted] that if he supplied the fuel pump we would install the pump at no charge. It was around two weeks before **. [redacted] supplied us with the fuel pump.

The fuel pump is being installed at no charge today and will be ready for pick up on Friday August 15, 2014.

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: I brought my 2000 [redacted] that was starting to run hot to Pepboys because they were approximately one block away from where I noticed the car having issues. The car never got to the redline hot area and was not steaming, only had some antifreeze leakage around the overflow tank. Pep boys stated they could run a complete cooling check on the car and would let me know. I was told that it needed a water pump because the coolant was running slowly through the water pump. I ok'd the job and waited the 4-5 hours for them to complete it. I was told that the car was "good to go". On my drive back to Connecticut (I live about 40 minutes away) the car's temp stayed at the midline for most of the trip if it did go above the line it would go back to midline. When I arrived home I noticed that there was some leakage of antifreeze coming from the overflow tank again. I called Pep boys 1-800 number to find out if I can bring it into a closer garage and was told yes. The CT Pep boys told me that the line needed to be bled and I was "good to go". During city driving the car stayed midline as soon as I brought it on to the highway the car started to run hot again. I then had it towed back to the store for fear of further damage and was told they would look into the car. I was then told that by preforming a "block test" the car had a leak out of the Head gaskets. The car is now ruined and I am out the $700 I spent to "fix" the car.Desired Settlement: I put in complaints with the regional managers and apparently they are willing to refund me my money, however I am now out of a car. I believe that their misdiagnoses caused further damage to the car and now it has a major problem hindering the ability to drive it. I would like Pep boys to repair the car fully at their cost.

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 to our [redacted] facility with a coolant issue. When the vehicle was inspected the technician noticed the water pump was leaking. He then did a block test and it passed, so we recommended the water pump to be changed. [redacted] approved the repair and we the changed the pump and rechecked the car for any leaks. The technician took the vehicle on a test drive and car was running fine no over heating issue and no more leaks.

[redacted] stated that they drove over one hour and noticed the temperature gauge was 1 line above half way, which is not over heating for this car. She took the vehicle to Pep Boys on [redacted] CT they looked at the vehicle and advised [redacted] she had a bad head gaskets on the vehicle and could not find any thing else wrong and that they could not get the vehicle to over heat. .

The vehicle was than towed back to [redacted] location, the vehicle was inspected and we could not find anything wrong and the car would not over heat, the temperature would go just go over half way line on temp gauge and the fan would come on and bring back down to half way. So we put new radiator in the car thinking it may be possible a small clog or some restriction in flow and changed the temperature gauge sensor.

The manager Gary test drove the car for almost 100 miles and the vehicle never overheated. The issues with the vehicle have nothing to do with the installation of the water pump.

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

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 response from Customer Care specialist, Robin Searl, is not accurately stated. The chief complaint on the vehicle was that the problem was not fixed correctly after taking it to two Pep Boy's garages. The car DID over heat on the drive home on the original day of repair and continued to have the same issues; that is why the vehicle was towed to the Manchester Pep boys. I made multiple complaints to the 1-800 Pep boys complaint line and have an open case on this situation. The vehicle was running hot any time the car would run on a hill or a highway which is why the car was not overheating for a technician that left the car idling in the garage. I specifically stated that the car would have it's issues when driving the car, not while idling. The response from Ms. S[redacted] states that "the issues with the vehicle have nothing to do with the installation of the water pump". My exact reason for the complaint was that this was a misdiagnosis from the beginning and that the problem was still occurring when I was told twice that "I was good to go". I paid close to $700 for a supposed water pump issue when in fact it wasn't until the third time this vehicle was in the garage that the real problem, a radiator, was diagnosed. I was out of my vehicle from June 21, 2014 - July 22, 2014 because of the inability of the previous attempts to fix this car, which led me to a financial burden. I do agree with the final statement that the car no longer overheated after the installation of the radiator. Yet if the car was originally diagnosed from the beginning this repair would have only cost me around $500 for a new radiator not $700 for a part I may have not even needed. When a person brings a car to a reputable business they expect to be able to trust in the diagnosis from the professionals not to have a problem band-aided instead of fixed.

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office by [redacted], we again apologize, however we find no fault due to Pep Boys and feel we have been more than amicable. Our prior response stands firm.

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

Review: on june 12 2014 pepboys replaced a fan assembly on the [redacted] I own. my daughter is using the car. the mechanic left the locking clip off the new fan. the entire unit should have been replaced. within a month the fan came loose an almost came all the way off the hub. this could have resulted in severe damage to the vehicle and caused the loss of all power systems. the serpentine belt came off and shut the car down while it was moving. if she would have been on a turn or interstae it would have caused an accident. she was stranded on a back road at 11 pm on a saturdey night in the middle of nowwhere outside [redacted] flroida. ihad to come get her and have the vehicle towed to a garage in [redacted] to the shop I use. the repair cost $542. 20 and the tow was $65. I contacted pepboys and sent he invoice to them at there request. they have not responded to several emails and calls.Desired Settlement: I want pepboys to stand behind there work and reimburse me my out of pocket expenses. $607.20

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 26, 2014 by [redacted]

The service manager spoke to [redacted] and advised him to bring the receipts in and we will refund him the requested amount.

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

Upon deciding to allow a repair shop to change my front brakes, which I can usually do for approximately $65 myself, knowing that the brakes were very worn. I informed Paul the manager that check my vehicle in that I knew of the rotor scrubbing and that the pads were very worn. I did not know the state of the rotor thickness which may have been to thin to turn down, not requiring new rotors. I left my Tacoma and returned to my work, after about an hour Paul called to tell me that the rotors were in fact too thin to turn cracking and developing hot spots. I typically trust people before they prove distrustful. The initial quote for the replacement was $169 for the mid-grade pads. On the phone the quote for the rotors was $56 each, which after a quick search I found several after market rotors for $20/ea. I found performance rotors that were vented for $50 so I would expect higher quality rotors from Pep Boys at the rate they were charging, not true they used the cheapest rotor available. When I arrive to pay and pick up my vehicle the total cost has reached $360 dollars not exactly what I expected. I ask to see the old worn rotors which they showed me, the worn rotors were still very thick, thick enough to turn down and not require new rotors. Also there were not "hot spots" or "cracks" in the rotor so two lies that increased the total charge by approximately $120. I will not trust Paul or this Pep boys location to perform any work on my vehicles in the future.

Review: On July 3, 2013 my car was running poorly and check engine light came on. I dropped off the car at Pep Boys and they told me that the intake manifold had to be replaced. I authorized the repair and afterwards there was no change in the way the car was running. They then told me that they would have to do further diagostics for an approximate amount of $1800.00. I picked up my car on 07/12/13 and paid their fee of $315.83 In addition they were told that I have an interlock device in my car and given the phone number of my interlock servicer. They managed to have a start violation on 07/09//13 which now has prompted the Motor Vehicle Dept. of Arizona to give me an additional 6 months on the interlock requirement and it may take 4 months to get a hearing on this matter and I was scheduled to complete my interlock requirement 10/07/13. If this takes place I feel Pep Boys should refund the original $315.83 that I paid them for a repair that was needed and they should also pay for the additional time required in the interlock until I can receive a hearing and get this additional corrective action reversed.Desired Settlement: Refund of $315.83 and payment of any additional interlock charges.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 20, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

The Area Director contacted **. [redacted] and went over his complaint. **. [redacted] requested a refund of $315.83 for the repair that he feels was done unnecessarily, because of the lack of proper diagnosis. The Area Director assured **. [redacted] that he would refund him the amount requested $315.83.

The Area Director also assured **. [redacted] that he would follow up with all associates involved and make sure that they receive additional training and support to prevent this in the future.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: On May 20th of 2014, I took my car in because it was overheating. Additionally, I replaced water pump and thermostat prior to bringing my car in. After waiting 2 hours for my car to be looked at, they gave me an estimate of $1200.00. Furthermore, I was given the impression that my car would no longer work if I did not get the $994.35 package. I paid $34.00 for the diagnostic fee and left. I ended up having my friend's husband look at the following weekend and it only needed to be bled and a new radiator cap. In all it was only $7.00 and some assistance of some honest individuals. My car is up and running. A few days ago, I received a phone call from [redacted] employed at Pep Boys telling me that I he saw my review on [redacted] and I could take my car in so they may show me the problem. I did not take him up on his "offer" because I do not trust this company. I feel they are deceptive and will do anything to make as much money as possible while preying on innocent customers. In addition, I am a single mom attending graduate school and working. I do not have time to go in and wait a few hours for their explanation as to why their estimate was unreasonably high.Desired Settlement: I, [redacted], am requesting my refund of the $34.00 charge for the "estimate".

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] dated June 1, 2014. We would like

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

our Pep Boys facility. In order to further assist [redacted], we will need the

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

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

the opportunity to address 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: [redacted]

I am rejecting this response because: this issue has still not been resololved. The location of this business is [redacted] in [redacted], CO. I look forward to your response.

Regards,

Business

Response:

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

your office by [redacted] on June 2, 2014, We would like to apologize to

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

facility,[redacted] was contacted and given a refund. We again apologize as well as thank [redacted] for

allowing us the opportunity to address her concerns.

Regards,

[redacted] Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: Took my car to pep boys to have it tested for an oil leak they found the leaks and quoted me a price of 725.00 to fix the 3 thing that were wrong with my car 1)to replace the valve cover gasket 2)the rear main seal 3) the oil sending foot

this morning 3/25/2013 at 10 30AM Pepboys in [redacted] called me and said that they had made a misteak on the quote by 1100.00dollars they said the new price would be 1825.0Desired Settlement: to have them to do the work that they said needed to be done for the orginal quote

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 25, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] is correct about the quote being given to him was less, than what it would cost to repair the vehicle. The servicer writer never included the labor charge.

The service manager did work with [redacted], charging him only half the labor cost , the vehicle has been repaired and waiting for [redacted] to pick up.

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

Regards,

Customer Service Coordinator

Review: I have been working on cars myself for a while now and I am far for a mechanic, but the coolant leak in my truck was obviously from the water pump gasket. Took it into Pepboys in [redacted] on a Saturday because I wanted to have it ready for work on Monday. I would've done it myself but was willing to pay for the convenience of having it completed by Sunday. I was quoted $450 to replace pump, gaskets, and a flush and fill. A bit steep, but I needed it completed. I received a call from them Sunday afternoon stating that the thermostat gasket was also leaking. I reasoned that it was possible that I over looked that leak and it was smarter to replace the thermostat and gasket while the radiator was drained to save money in the long run. I was quoted an additional $75 creating a total of $528. Again, I needed it completed so I reluctantly agreed to it. Not much longer afterwards I received another call stating that the technician mistakingly broke one of the bolts holding the thermostat housing to the block. I knew this was a common occurrence, but was shocked to hear that fixing this would raise the cost to almost $800 and that was after the gentleman I was speaking to took 10% off because "he was willing to work with me." I was appalled that the reduced price of working with me was double the original quoted price. I was very unhappy to find out that the truck would not be done in time for me to go to work on Monday morning. I ended up having to take the day off because I was promised that everything would be completed by Monday afternoon and that I would receive a call from the manager Monday morning by 9:30 am. Not only did I not receive this call, but when I called at 11:30, I was informed that the technician accomplished breaking two additional bolts during the removal of the lower intake. This would postpone all of the repairs further until possibly Monday night. It is currently Monday night at 7:18 pm and I have attempted to call the service center twice looking for a status update. I was placed on hold both times and was never helped. This is unacceptable and will never go to Pepboys again for service or parts. I pray that I get my truck back in running condition. I now have to make arrangements to borrow a car to get to work tomorrow. I am also looking forward to disputing the charges on my credit card after paying what I am expecting to be over $1000 for a $40 water pump and $5 gasket. This is extortion. During the initial consultation I was told that $450 was the worst case scenario...Desired Settlement: I am willing to pay the the total for changing the thermostat and thermostat gasket as well as the original agreement. The final total with these repairs should be about $528. Any additional labor was not agreed on and is simply a result of the technician not being able to complete the job properly.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 8 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

The service manager has been trying to contact [redacted] to work with him on his repair.

We ask [redacted] to please return or contact the Service Manager [redacted].

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: I have been having problem with Pep Boys for the last 5 months . I paid for a service to my truck only to learn what pep boys so called fixed didn't work because my truck continues to cut off . I have had my truck towed to them at least 6 times for the same reason each time. On April 15 2013 it wouldn't start yet again . I called the pep boys on Piedmont and I was told to call their 1800 tow service . I did just that , I spoke with the stores General manager [redacted] who was very rude . [redacted] simply told me that I needed to have my truck taken to the dealership because it was a computer issue and they weren't paying for it. However I paid 89.99 for them diagnosis my problem they told be they did . I have every receipt and conversation I had with anyone from that store record because I knew they were full of it . So now my I have been waiting for someone for their corporate office to contact me for a week now. I have been renting a car 30 bucks a day . I have called pep boys customer service everyday and still I am without a phone call and my truck.Desired Settlement: I would like for them to pay for my truck to be repaired by the dealership ,so that I won't have to return to they store for a service that I paid for the first time. I have small kids and I shouldn't have to be worried if my truck is going to give out on me .. Please Help Me...This has gone way to far with pep boys..

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 24 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] brought her vehicle to our facility and we found that the fuel pump needed to be replaced, [redacted] approved the repair, we had to get the part from the dealer. The part was replaced and [redacted] picked up her vehicle.

About a week later [redacted] came back with the same issue, we found the fuel pump may have been defective, so we went to the dealer and got another fuel pump and replaced it at no charge to [redacted].

Two months later [redacted] came back with an overheating issue, the vehicle needed thermostat, hoses replaced. Our Area Director approved to do these repairs at no charge.

Two weeks later [redacted] came back with the overheating issue again, we replaced a radiator at no charge.

A few days later [redacted] came back because the vehicle would not start, and she wanted the fuel pump replaced again, we did replace the pump again, but it turned out she needed a starter, we replaced the starter again at no cost to [redacted].

The next time [redacted] came back she needed a rack & pinion , because she drove her vehicle with no fluid. We replace the rack & pinion at no charge.

Now [redacted] needs her fuel pump module reprogrammed, she was advised to take her vehicle to the dealer.

With all the above repairs at no charge, which half had nothing to do with the installation of the first fuel pump, We feel we have been more than amicable and will not be responsible for any further 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: Pep boys and their staff are liars , clearly this company won't be in business for much looking given the way they treat customers . I will never go to them ever again. I'll be seeing them in small claims court.

Regards,

Review: I brought my 2007 PT Cruiser to Pep Boys in June of 2011 to fix my AC. They indicated that I needed a new compressor. Before bringing it to Pep Boys I brought it to [redacted] and they said it was a leak but they didn't have the time to work on it so I brought it to Pep Boys. They had my car for 5 + days. They first ordered the wrong compressor and tried to install it. They then ordered the right one and installed it. I paid them $905.89. Three weeks later the air got warm and did not work. They took the car back and recharged it.....again. That lasted for 7 months and then I went back again... and they recharged it again. Now I know that refrigerant should last more than 6 months so that was a good indication that there is a leak. The manager [redacted] said that a vent door was stuck shut and that was the problem. So here we are ....9 months later and no AC. I brought it to a local garage who put it on the machine and said that there was no refrigerant and that I had a leak. I paid $100 to have it recharged and I'm in the same place I was when I first brought it to Pep Boys 2 years ago. I now have to spend money on someone to fix the leak . I am positive that I didn't need the compressor to begin with and I want a refund of my money. I feel they took advantage of me and have never fixed the problem.Desired Settlement: $905.89 Refund....I don't care if it's cash or check. If I do not get resolution through the Revdex.com I will proceed with small claims court.

Business

Response:

Dear **. [redacted],

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

[redacted] came in for an a/c diagnostic on May 28, 2011. The result was that it had a bad compressor and accumulator. [redacted] had the service done .

A few days later. [redacted] returned for an overheating issue, because the fan was not turning on. The fuse was blown and blew again when replaced it which was determined that the fan had a short and needed to be replaced. The service manager [redacted] advised [redacted] if she paid for the part, we would install it for free and [redacted] agreed. This was in no way related to the ac work.

Over a year later on June 22, 2012 [redacted] returned because the ac was blowing warm air and upon another diagnosis, we found the compressor to be working properly and the system holding pressure, but the blend door was not operating correctly. [redacted] was given an estimate, but declined to have it repaired at that time. To make sure [redacted] had ac for the time, the door was manually moved into the cool position as a temporary fix.

Our recommendation is for [redacted] have the blend door fixed. Other than that we would have to take a look at the vehicle.

The service manager [redacted] is asking for [redacted] to return, so he can have the vehicle rechecked, and if any repairs are due to prior repairs, those repairs will be fixed.

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

Regards,

Customer Service Coordinator

Review: On 9-16-2013 at 9:33 AM I had repairs done on my 1995 Ford Ranger. Rear brake job and all four shocks replaced and complete lube job. The brake job was not done correctly. Approximately two miles away from the shop I could feel the brakes dragging and they were smoking. I returned the truck to pep boys were they replaced all brake parts. There continued to be problems with the brakes. I returned another time and a they tried to correct the problem. The brakes were not corrected. I contacted pep boys 800 number. I spoke to a man named [redacted] ###-###-####. He recommended going to a different pep boys. I went to pep boys [redacted] Ca. [redacted] on 10-07-2013 were more problems were found the rear brakes. More work was done and more parts were replaced on the rear brakes and the brakes are still not working correctly or safely.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I do not trust pep boys or feel confident with them working on my truck. I would like all my time and stress along with my loss of faith in pep boys compensated in the amount of 3000 dollars.

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.

**. [redacted] came to our facility and requested front and rear shocks to be replaced also brakes due to grinding issue. The repaired were rendered and **. [redacted] left.

**. [redacted] returned several times complaining the brakes were dragging, each time taken on a test drive and some adjustments made, the brakes worked fine. **. [redacted] requested that we do some repairs for him due to his inconvenience, so the Service Manager approved several repairs for free, a total of over $370.00. after these repairs, **. [redacted] was still not satisfied with the brakes, he was sent to another Pep Boys location where we replaced the brakes again.

We feel we have been more than amicable to **. [redacted] 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: After five attempts by three different mechanics at two different Pep Boy locations The brakes where never fixed correctly. I had to pay a mechanic and buy replacement parts to fix my vehicle. The additional parts and labor coast me an additional 300$ along with another half of a day of my time. The brakes were put together incorrectly by the mechanic at Pep Boys and three of there mechanics could not figure out the problem. Because of the additional money I had to spend ( I do have the receipts and testimony of the mechanic who performed the repairs) along with my time, stress, and danger to my self and others because of the inadequate work done to my vehicle I feel I am entitled to fair and adequate compensation in the amount of three thousand dollars.

Regards,

Business

Response:

Dear **. [redacted],

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

We again apologize, but our prior response stands firm.

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: Apologizing is not adequate for doing unsafe and poor mechanical repairs on a costumers brakes. I gave Pep Boys five opportunities to correct the problem and each time they replaced and adjusted parts that were damaged as a result of the initial brake job being done incorrectly. I feel that Pep Boys should make this situation right by compensating me for there negligence. I think this matter should be investigated and that the initial person who worked on the brakes should be fired. I am very disappointed in Pep Boys for thinking that apologizing for the level of incompetence and the fact that they sent me out on the road five times with unsafe brakes is totally inadequate. I think the public deserves to have quality and safe repairs done on there vehicles. Is that to much to ask for?

Regards,

Review: 1. Overcharge in price.

2. Paid for repair but the work wasn't done.

On 11-12-2013 I had my car brought in for an alternator repair. They had charged me 385.78 for the repair. On 11-13-2013 [redacted] had called me and said all I need was a battery. I had told her to just repair the alternator anyway. Well I picked up my car at around 1:30PM and picked up my car and had to get a price adjustment because they had overcharged by 80 dollars on the part. I had to hassle with them until another employee looked at it and made the adjustment. Also when I drove off I had to bring the car back because the alternator wasn't replaced even though I paid for it. When [redacted] called me and said all I need was a battery. I specifically told her to go ahead and replace the alternator. So when I brought my car there and hour later. I had to watch them replace it to make sure. Then they said I will get compensated but after the repair. Nothing happened except handing me my keys and said I'm sorry even though I had to wait an hour and half of extra inconvenience.Desired Settlement: Some compensation for trying to price gouge me and not doing the repair until I found out even though I had paid for the repair.

Business

Response:

**. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 14, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager has tried to contact **. [redacted] to go over his concerns. In order for us to resolve this matter, we will need **. [redacted] to contact the service manager.

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

Regards,

Customer Service Coordinator

Review: UNCOOPERATION OF STORE MANAGERS TO MATCH PRICES WITH COMPETITORS AS PROMISED AND VERY RUDE AND UNPROFESSIONAL CHILDISH MANAGERS PRICES ARE OVER DEALER

I TRUSTED PEP BOYS TO BE DOING ALL MY REPAIRS ON MY CAR. ONDesired Settlement: I TRUSTED PEP BOYS TO BE HANDLING MY REPAIRS ON MY CAR. THEY HAVE DONE AFEW. ON 08/19/2013, I GOT MY CAR TOWED TO THEM AS IT STOPPED ON THE ROAD. THEY TOLD ME THEY WILL TELL ME WHAT'S WRONG WITH IT BY 8/20 NOON. OFCOURSE THEY NEVER CALLED SO I CALLED AROUND 2 PM AND THEY HAD NOT GOTTEN TO IT. THEY SAID END OF DAY. DIDN'T HEAR FROM THEM. THEN WED NOON, SAME STORY. SO I WENT AND RENTED A CAR. I CALLED THEM BY 6PM, THEY SAID I NEEDED A TIMING BELT AND THE HEAD GASKET AN VALVES ETC. I GOT AN ESTIMAT

Business

Response:

Dear **. [redacted],

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

On August 19, 2013 **. [redacted] had her car towed to our facility. She stated that when she was driving the car it died. We check out the car and found the timing belt broke.

We gave the **. [redacted] two options, we can replaced the timing belt and see if any further damage such as bent valves. since the car is an interference engine it is (possible that some valves are going to be bent).

We gave **. [redacted] both prices on doing a cylinder head job or just replace the timing belt, **. [redacted] wanted to just replace the timing belt. After price matching the timing belt job to (City Auto) price of $650.00. the Technician, verified ticking nose coming from the cylinder head.

**. [redacted] was contacted and advised the cylinder head valves are bent and advised her how much it was ($4,055.00) to get the cylinder head fixed. **. [redacted] said she would get back to us,

**. [redacted] called back stating that the dealer ([redacted] Honda would do the cylinder head job for $2,200.00, We called the [redacted] Honda to verify and they told us that replacing the valve on a cylinder head starts off at $4,500.00 and goes from there.

**. [redacted] called back we explained to her what we were told from [redacted] Honda to be starting out at $4,500.00. At this time **. [redacted] declined any further repairs.

Pep Boys rendered the repair [redacted] approved. We find no wrong doing on behalf of Pep Boys.

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

Regards,

Customer Service Coordinator

Review: The Pep Boys website [redacted] states they offer FREE Check Engine Light Code Retrieval yet I was charged $48.86.Desired Settlement: I would like the $48.86 credited back to my account. If I would have known I was going to be charged for their "free service" I wouldn't have taken my vehicle there in the first place as there are other places that actually do provide this service free of charge.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated October 28, 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,

Robin Searl

Customer Service Coordinator

Consumer

Response:

This message is in response to the message received from one [redacted] regarding complaint ID [redacted], The Pep Boys location I visited was the [redacted] location, address

being 5000 Smithridge Dr, [redacted].

Sincerely,

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Dec 18, 2013 at 4:39 PM

Subject: re: complaint ID [redacted]

I am writing to inquire about complaint ID [redacted]

I was never refunded the $48.86 I was charged that prompted my complaint in the first place.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on October 16, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The service manager will contact **. [redacted] and go over her concerns, he will also offer **. [redacted] the requested refund.

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

Regards,

Customer Service Coordinator

Review: I went to the store to shop for a tool, not sure which one is fit, a guy picked one for me, but it's not fit, I came back returned it the same day with receipt.I forgot bring the credit card, asked the clerk if I leave the item with her and go and get the card(I live very close by). The click told me she put the refund back to my card, when I find out I was charged, I went to the store, the manager said the clerk didn't refund me, instead she put it on other card that I didn't know what it is and I didn't need it because I rarely shot at Pep Boys.Desired Settlement: DesiredSettlementID: Refund

Please refund back to my credit card.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on February 21 2014, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility. **. [redacted] was contacted and advised to return to our facility with the gift card and ask for [redacted], who will give **. [redacted] credit on her credit card and take back the gift cardWe again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

I went to the store, found [redacted], they only return me $19.6,

not the total amount on the receipt.

I

never make any purchase of %19.60, nor have I ever know or touch the gift card

the clerk gave me.

I

do not know what's wrong with the refund.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

**. [redacted],

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

**. [redacted] was given a refund for the amount on the gift card. No further refunds are due.

Reguards,

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: Pepboy didn't refund me the return item in full (about $27), I still have the receipt.The clerk mishandled and misinformed me, when I return to the store, they gave me partial refund about $19.

Review: Pep boys internet states my [redacted] quick struts are eligible for a rebate $120 in the form of a prepaid [redacted] from [redacted]. However [redacted] stipulates that the qualifying parts purchased must be identified with a manufacturer part on a dated sales receipt. The receipt pep boys included with the quick struts only says "[redacted] quick-strut complete strut assembly" no part number. I called their customer service (haha) and was transferred 5 times until someone told me they would need to have corporate email the receipt. After waiting a day the email came, the EXACT same useless invoice again. I called customer service (haha) again and explained my situation (case #[redacted]) and was told they would again email corporate. I explained this was unacceptable and asked for a return authorization and was told there would be a restocking fee. I feel this is theft! I did nothing wrong. Pep boys are the ones not holding up their end of the deal. Anyways I felt it was my duty to let other people know to beware of these rip off artists. I plan on disputing the charge with my credit card, and let pep boys fight with [redacted]! I hear there not fun to deal with.Desired Settlement: Produce the documentation I need to obtain the rebate YOU advertised, or accept the returned merchandise with no penalty to me. Doing business should NOT be this difficult!

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 while submitting his rebate.**. [redacted] was contacted and advised that [redacted] will scan the bar code on the receipt to retrieve the part number needed for the rebate. **. [redacted] was also advised to fax or scan his receipts to our office and we will submit his rebate.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Review: I initially brought my car to Pep Boys at [redacted] in [redacted], Ga., on Saturday, March 22. I inquired on the cost of repairing the rear main seal and oil pan gasket on my 2003 [redacted] coupe. I had been to other auto service centers that day trying to find a reasonable price for the repair (the labor on the main seal is extremely expensive for 9.5 hours of work). I received a quote for $1,121 for the repairs and decided that I would have the work done at Pep Boys because it was the lowest quote I had received that day. I signed off on the repair form and left my car. Later in the afternoon on Saturday (around 3:30), I received a call from the store indicating that the cost would be $520. I said great, please proceed. On Sunday after around 3pm, I contacted the store to inquire on the status of the repairs. After being on hold for 20 minutes, a staff person informed me that the quote I received was incorrect and that the cost would be $1,460. Additionally, no work had been performed. I told them I was coming to get my car. Upon arrival, I was told I would be charged for a diagnostic which I did not request or agree to. Once I explained what happened to two staff members, a female staff member interrupted me by handing me keys and saying "have a nice day." I was disappointed by how I was treated along with the fact that no one called me about the change in the price of the repair. My car sat there for more than 24 hours when I could have taken it some place else. So I decided to call the Customer Relations Department.

On Monday, March 24, I received a call from [redacted] stating that Pep Boys would do the repair for $1,100. We agreed that I would bring my car back to that location on Thursday, March 27 in the morning. I was back at Pep Boys on Thursday morning at 9:20am. I asked for [redacted] and was told he would be in late. I asked if I could leave my car and another ticket was written up for $1,100. I also asked if staff would tell [redacted] to call me when he got in. I did not receive a call from [redacted] on Thursday and decided to call on Friday afternoon to follow up. During that conversation I was told that the mechanic hadn't started on my car and probably wouldn't start on it until Saturday and it wouldn't be complete until Monday. Again, no one called me to inform me. I very well could have had my car and dropped it off when they ready.

On Monday, March 31, I contacted Pep Boys again in the afternoon. I was told my car was ready for pick up. I arrived at the store around 5pm and was told then that my car was not ready. In fact, it had been started on because there was problem with some equipment. I spoke with [redacted] again and he was very apologetic and said to check back on Tuesday. Later that evening, I received a call "[redacted]", I think. He apologized also and promised my car would be ready on Tuesday.

I called [redacted] at 3pm on Tuesday and was told that "I needed to be patient" and that my car was not ready yet. I called again on Thursday afternoon and was told my car would be ready within the hour. I picked up my car today and received what was ultimately a $40 discount for the poor service I received including being without my car for 9 days. Additionally, after reviewing my paperwork I found that while there was $400 deduction, it was on a price that was $300 more than what I agreed to pay. AND...my car is driving worse than when I brought it there including a burning smell coming from my front driver's side tire.Desired Settlement: I would like a full refund as I will have to take my car someplace else to review the service I received from Pep Boys as I don't think they repaired it.

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 she may have experienced at our facility. The area Director contacted [redacted] and apologized, gave a discounted price for the repairs rendered, both [redacted] and the area Director agreed on an amount. We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: Pep Boys clai** brake rotors were damaged and tried to sell me new ones. They said rotors were cracked. I took rotors to another reputable brake shop and they Pep Boys was lying.Desired Settlement: Fire the employees involved.

Business

Response:

Dear **. [redacted],We are in receipt of the

complaint sent to your office by **. [redacted] dated May 2, 2014. We would like to

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

Boys facility. **. [redacted] Called in asking About the Price of a Ceramic Brake

repair For his 2008 [redacted] Pickup. The manager Invited him in for a Free

Brake Inspection. **. [redacted] came in and the manager greeted him, explained the

Brake Inspection Process and completed the Customer service request with **.

[redacted] Present. **. [redacted] then left

to run some errands. We had one of our ASE Certified Brake Technicians pull in

His Vehicle and Perform the inspection. The technician brought in the Multi

Point inspection and we went to the Vehicle to go over the results with the

Technician. he showed us that the rotors were starting to heat crack on the

surface of the rotors and some "hot spots" and with our Specs there was only

.050 in. Available to machine and he wasn't sure how deep those cracks went, He

Recommended Rotor Replacement. We

called **. [redacted] with an Estimate and invited him down to see what we were

seeing, We respectfully and calmly explained the rotor condition to **. [redacted]

and explained that we would be unable to machine his rotors and that we would

have to replace them. **. [redacted] hen became Very irate on the Phone and said

"Then Don't Do Any Work At All" and hung up. We went out to the Shop and had another Technician Put the

Vehicle back together, as the original technician was at lunch. We Also went to

lunch at that Time. While We were Gone **. [redacted] Came Into The Store and

Proceeded To Raise a Scene By yelling at the Technicians and advisors, The

Manager on duty at the time was [redacted] who got involved to attempt to

Satisfy **. [redacted], and solve the problem. **. [redacted] Wouldn't allow anyone to discuss the situation with

him and stormed into the Shop, Got into his Truck And Drove it out of the Bay

and away from the Store. **. [redacted] went To [redacted] Purchased New

Pads & Rotors And Replaced Them On His Vehicle. His Work order With Pep Boys

was For $0.00 for a Brake Inspection Only. We find no wrong doing on behalf of Pep Boys and no refunds are

due. We again apologize as well as

thank **. [redacted] for allowing us the opportunity to address his

concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

--------- Forwarded message ----------

From: <[redacted]>

Date: Wed, May 21, 2014 at 2:02 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Everything they said wasl false.

Review: On 6/2/14 I went into pep boys to have my AC checked because it had been blowing hot air. The tech told me that the ac was checked with a dye and there was a valve needing to be replaced due to a leak. I paid for the part and evaluation 224.19. The part would not be in until the next day so on 6/3/14 I returned. I was told it would take an hr to and hr and a half for the valve replacement. I dropped my car off at 12:10 at which time I was informed by [redacted] that the part was in route and would be there in the next 20 min. I went back to my office nearby and waited to hear that my car was ready and 3:00 rolled around with no word from pep boys on the status of my vehicle. I had to cancel my afternoon patients. When I called to follow up I was informed that my car was still being worked on and that the compressor is not kicking on. They said it must be an electrical problem and requested that I leave my car overnight. I said I needed to pick up my kids and would drop the car back off to them. Due to the fact that I had no car I called out of work. I was told by the pep boys rep that my car would be looked at at 8 am. I paid 200.63 for the valve replacement and evac/ replace refrigerant. I stayed home and no word from pep boys so I called in after 12pm. I was told they still do not know the problem. After a few more hrs I get a call that my car is ready for pick up. I picked up my car and then paid 23.38 for a relay. I was then told that it was the relay that needed to be replaced. This was the first thing that I would have expected to have been checked especially because I specifically said I had replaced the relay 2yrs prior. The next day I get up and go to work, it got hot outside and the ac did not work. I bring it back again. then shortly after I get a call that I need the compressor replaced parts and labor totaling over 900.00 before taxes. I approve the work leave my car overnight again. Picked up saturday and later told them the car didn't feel right, 6/9/14 radiator leak, overheatDesired Settlement: I acknowledge that the parts, compressor, valve were valid expenses but the labor is another story. The labor was careless, rushed and sub standard causing me to be without my car yet again. I have spoken to Bert numerous times and while he is very pleaseant and apologetic, apologies wont make my rescheduled patient feel better about getting canceled nor will it replace my lost pay. I feel I should be reimbursed for labor & inconvenience. My car had an oil change and the radiator was just fine

Business

Response:

[redacted]

12:23 PM (6 minutes ago)

to me, [redacted]

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated June 10, 2014. We apologize for any inconvenience **. [redacted] may have experienced at our facility.

**. [redacted] came in for A/C diagnosis June 2, 2014, the vehicle needed a schrader valve. The part had to be ordered we advised **. [redacted] that we would notify her once we received the party.

**. [redacted] was contacted once the part was received and she returned for the repair. .Once the part was installed and we were able to put Freon in and run the A/C the compressor, we found the compressor not working. .We notified **,.[redacted] and she approved the replacement of the new compressor. She was given 10% off .

**. [redacted] returned on June 9, 2014, with her vehicle overheating. We brought the vehicle in and found the radiator was leaking. **. [redacted] felt we damaged the radiator during the compressor replacement. As customer Satisfaction we replaced the radiator at no charge.

**. [redacted] filed this complaint and she was contacted and advised that while we do not agree that we are at any fault, but as a Customer Satisfaction we agreed to refund **. [redacted] $250.00. **. [redacted] agreed to that amount and the refund was given on June 21, 2014

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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: My complaint is with Pep Boys located at [redacted] in [redacted], California.On Aug. 1,2014 I took my '01 [redacted] in for their $49.99 A/C evaluation. After three hours, I was told the a/c system was junk. That the whole system was plugged and needed replacing. This included the compressor that I was told was the type that couldn't be flushed out, cost for compressor $1044.72. The total cost was to be fifteen hundred plus. The repair included a switch relay which they sell over the counter for $9.99, but the repair price was twenty-seven dollars and forty-four cents.Two days ago I went on the internet and [redacted] '01 [redacted] a/c problems. I found out in the fuse box under the hood there are two relay switches. One is for the a/c and one is for a towing system. I interchanged the switches and the a/c has worked fine. I repaired the system for zero cost.I went back to Pep Boys and asked why they are ripping off their customers. They refused to refund my $49.99.Desired Settlement: A full refund and an investigation to determine how honest or dishonest they are!!!!

Business

Response:

Dear [redacted],

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

[redacted] was contacted and offered a refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: in my original response to Revdex.com, I requested a refund, and assurance that Pep Boys doesn't deliberately rip off their customers. I accepted a refund, but I haven't been convinced that they don't have a policy of cheating.

Regards,