Pep Boys

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: 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: 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: 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: 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 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: 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: 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: On 7-31-14, I dropped off my 2003 [redacted] at the Pep Boys #[redacted] in Prattville, AL, to have repairs done to the vehicle inclusive of a water pump replacement as well as a new timing belt. Upon receipt of my vehicle on 08-02-14, the engine was idling very low; almost to the point of shut off. I returned the vehicle to the location to have it checked again to determine the idling issue. The mechanics on staff stipulated that the work they had completed was effective. On 10/12/2014 while traveling, the belt between the new water pump and the alternator snapped. The vehicle was towed to a near location to be repaired. During the repair and inspection, the mechanics found the timing belt to have been installed incorrectly, off by two teeth, which caused the engine to idle improperly and break the belt between the water pump and the alternator. Since the prior repair was done improperly, I contacted Pep Boys customer care to report the issue and request a refund. The customer care representative stated that the store manager would be in touch with me within 48 hours. After this time had passed without a response, I called the customer care center back. The representative moved the issue further up the chain of command to the area director and said that someone would be in contact with me within 48 hours. After this time had passed, I decided that it would be a good idea to go to the store and reiterate my issue with supporting documentation in hand. The manager on duty, after examining the documents, said that he could not issue a refund and he would have to contact the area director to obtain a check. I returned to the store for the refund and the manager on duty could not assist me as he stipulated that he had no knowledge of the issue and was only filling in from another store. He directed me to return that evening. I returned that evening (10-23-14) to be informed that my refund was not obtained as it was his (the evening manager's) day off. I returned home to contact Pep Boys ce center, only to be told that the information would be forwarded to the area director again and that someone would be in touch with me within 48 hours.

Product_Or_Service: Repairs

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

Refund of receipt tracking ID# [redacted] as well as the cost of R&R Alternator Belt in the amount of $63.00. Possible damage to engine valves from improper installation of timing belt, disregarded in original request for refund, now yet to be determined.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 31, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was given a full refund for the repairs that had to be redone.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

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: 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: 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: 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: On 10/5/2014 I purchased tires at pepboys. after finding the tires cheaper I tried to return the unused tires. I was told that I had to wait several day until the transaction processes because I made the payment using cash and credit. I waited several days and returned to the location on 10/9/2014. I was told that I could not return the items because there was no supervisor present. After stating that I had spoken to a supervisor on my first attempt and he stated "as long as the tires were not mounted on my suv I could return them with any cashier". The cashier then signaled another employee whose name tag said manager. The manager made me uncomfortable asking why I didn't want the tires and if I was sure that before he proceeds with the transaction. I clearly said "i paid half in cash and half in credit". he then proceeded to swipe my card and return the funds. as I examined the receipt I told him I wanted my cash back. he said he placed the full amount on my credit card. and that I would have to wait until the card company sends me a check for the overpayment. I told him "no thats not how I paid" I was at the store for a total of two hours and still have not gotten my money back. During that time I authorized my carrier so she could speak to the cashier because he wanted to swipe my card for another 457.56 in order to return the cash. this is impossible because it would max out my credit card which only has a credit line of 500.00. the card representative informed him that the transaction will be declined because of insufficient funds. she also told him that because of the cards billing cycle it would take approximately 2 months from them to send me a check for the amount overpaid on the card. he then called another manager to discuss the issue. at this point he was becoming upset because I was taking up too much of his time. he told the other manager that he doesn't care and that it is not his problem. after leaving the store I spoke to a second manager on the who kept sa phone who keptDesired Settlement: I would like Pepboys to return my funds as they were originally paid half in cash and half in credit.

Business

Response:

Dear [redacted],

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

[redacted] returned to our facility and received a refund, the manager also gave [redacted] a $20.00 gift card for her inconvenience.

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

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: My 21 year old daughter broke down on freeway while traveling to [redacted], CA. The vehicle (2006 [redacted]) was towed to this location because it was the closest and within the tow truck mile radius. It turned out the vehicle needed major repairs totaling more than $900. The Technician (Rudy Melgarejo) advised her to leave the vehicle and that they would contact the dealership for parts. It was finally repaired and my daughter picked it up. She traveled back to [redacted] that Sunday afternoon and the following morning the check engine light came on. That same day my wife and I called the [redacted] store to find out about the service and we were advised to take it to any Pep Boys for inspection/repairs. The day prior I had called the [redacted] store and spoke with Rudy and I asked about a military discount,he mentioned that he would honor it but when my daughter paid for repairs, it was not taken off the cost. Back in Temecula, I had the vehicle inspected and it turned out the thermostat that had been installed was defective and was replaced. I was assured at the [redacted] store there were no other issues and my daughter was also assured no issues and that everything was running great by technicians in [redacted]. This was the disappointing part on both ends, not to mention the backpedaling on the military discount because [redacted] Pep Boys insisted that I return to [redacted] (more than 100 miles north of Temecula) for the discount. All repairs were made and my daughter and I were advised to go to a dealership ([redacted]) for a dip-stick because it had melted. Upon arriving to the [redacted] dealership([redacted]),the technicians inspected the vehicle because the dipstick prompted them to inspect further. It turned out the engine was cracked and the repairs made by Pep Boys were not necessary. [redacted] informed me that all repair shops should have been aware of the [redacted] warranties as well as the documented bulletins (Service Bulletin 10-048, 12/18/2013) all over the Internet. [redacted] replaced the engine.Desired Settlement: I am long time customer of Pep Boys store 1401, I do not think they would be unethical or have any ill business practices but people make mistakes and Pep Boys technicians did. They claim they support the military and take care of customers, show me some good faith and refund the entire amount paid or at least 80% of the cost should be refunded. I will no longer take my business there and will inform all military members. Pep Boys at: [redacted] in [redacted], CA. ###-###-####.

Business

Response:

Dear [redacted],

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

The area Director has requested [redacted] to advise his daughter to contact the store and authorize her father permission to speak on her behalf.

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

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 do not feel they did enough. It seems they are unwilling to recognize their failure in giving due diligence to the matter which resulted in unnecessary expenses. I have provided my daughter the information and did allow her to handle it on her own but only to receive a minuscule compensatory outcome which in my mind only reflects how little they value their customer base. I would have more respect for someone who admits fault and holds themselves accountable; Pep Boys and its representatives in this matter have neither my respect nor my business.

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 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 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: I went to Pep Boys on Saturday, 8/30/14 to have my brakes serviced because they were making a noise. My request was to have whichever brakes was making the noise fixed. They said that they would inspect all brakes.When they contacted me back, they said that they would be able to take care of the brakes for 484.00. I believed that this was everything that was needed.I picked up my vehicle but did not read what they typed in the general comment area of their paper work which indicated that I declined service on my front brakes. I did not see this comment until 9/2/14 when I realized that my brakes were still making the same noise. The whole purpose of my visit was to get the brakes fixed. I never declined service so I don't know why that was typed in. They serviced the back brakes which I don't even believe needed the work. I am making this complaint because this is the second time that I have had this type of problem at the [redacted] location of Pep Boys. About two years back I had a similar problem where I had to bring my vehicle back more than once for work on the same issue. I did not complain and just decided to give Pep Boys another opportunity. I will not be taking my vehicle back to Pep Boys again. I cannot afford the time and the extra money that I have had to pay.It is unfair for shops to perform work that is not necessary causing people to have to return to get the real problem fixed. It is unfair for shops personnel to enter data and/or comments when the information is not discussed with a customer.Desired Settlement: The Manchester Pep Boys management should be made aware that someone is falsifying information relayed by customers. There is a problem with their staff not communicating the whole picture of work needed when talking to customer's on the phone. Had the employees I spoke to on the phone indicated the same comment that was typed in the general comments section, it would have alleviated this problem all together.

Business

Response:

[redacted],

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] September 05, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted]'s concerns were addressed and [redacted] did return for us to we warrantee her brakes.

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

Regards,