Pep Boys

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: 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,

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: 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: To whom it may concern:

On April 30th, 2014 I brought my car to Pep boys to get service done, because we were preparing for a trip out of town. My husband stayed at Pep boys all day due to the fact that they said the service on the car was not going to take long. As he sat there he noticed that the employees were going back and fourth they were having a Bar-b-que right next to the auto department. Around 3:45pm he was notified that the car servicing was complete. The next day which was Thursday, I took the car to work and my car was running weird. On my way back from work I then noticed the engine light was lit up so I assumed my gas cap was not screwed tight. Then I went to the gas station and put gas and went straight home.

On Friday morning I went to work the engine light was still on and my brakes was squeaking. So when I arrived home I notified my husband of the issues that I was experiencing and asked him to check the car before we leave for our trip. So after the engine settled he checked the oil and the dip stick showed no oil, no oil had been put back into my vehicle. My husband then let the car settle over night and check the dip stick again in the morning there was still no indication that they were any oil. Pep Boys was then notified of the issues we were having.

On Saturday, the manager [redacted] asked if he could drive the vehicle back to the store , and my husband responded that he could not due to the fact that there was not any oil in the car. My husband then drove to the store in his truck and spoke to the manager personally, and the manager ask where the truck was and he then explained again why he did not drive the truck to the store. Instead of sending a tow truck to pick up our vehicle my husband drove to the store only to get information in reference to calling a tow truck that they use for the store, instead of them calling the truck themselves in the first place. This was a big inconvenience we had to leave in an hour to go out of town, and the wait on the tow truck was an hour to an hour in a half and we were never offered a rental.

On Sunday morning, we called the store again and they instructed for us to call a tow truck to pick up the car. The tow truck arrived with-in an hour and a half, and the driver inquired about the issues we were having and my husband said " I will show you " so he showed him and he said you guys do not have any oil in there. Sunday afternoon around 3 o'clock we received a call saying our car was ready. When we arrived we asked him what was done he stated there was 2.5 quarts of oil drained out of the car and then told me they did a tune up and changed everything. I asked when was the tune up done they responded today meaning Sunday, as far as we were told Wednesday that was supposed to be done. Then the assistant manager came with another story that there were 5 quarts of oil drained out of the car. There was no oil in the car according to the dip stick

Pep Boys went back and fourth arguing with us so I then asked about my brakes that were still squeaking, as soon as I inquired about my brakes I noticed my car had been moved to the auto department. We did not get no further response about our brakes the managers were still fussing about the oil. Three days later they adjusted the braked because they were pulling and squeaking. Then the next day it was still squeaking and is still squeaking right now.

We called the corporate office and they were suppose to send out an adjuster and from then on we have been given the run around.Desired Settlement: We need our vehicle fixed ASAP!

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on July 7, 2014, We would like to apologize to **.[redacted] for inconvenience he may have experienced at our Pep Boys facility.**. [redacted] has been contacted by our claims department and also by an adjuster. This case will be handled by the Claims Department.

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

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Regards,

Review: I brought my car into Pep Boys on 9/28/13 because my 2002 Pontiac Grand Prix SE was overheating. Pep Boys did a diagnostic test on my vehicle, which consisted of a head gasket pressure test and complete system pressure test, I was told the head gasket was fine, but the radiator and water pump were leaking. So, I was told the whole cooling system needed to be replaced, new radiator, new water pump, new thermostat, new upper and lower radiator hoses, 3 new heater hoses, new anti-freeze, new Intake Manifold gasket and then the whole system was pressure checked. When I picked up the car on 10/1/13, Store Manager, [redacted], told me the car was like brand new, the whole cooling system was replaced and under a one year warranty. On Wednesday, 11/27/13 I was on my way home from work in Thousand Oaks, I was on the freeway and noticed that the "Service Engine Soon" light came on and I looked down and the "Temp" light came on, the car was overheating, I immediately shifted the car in neutral and shut the car off and coasted off the freeway at [redacted] and pulled the car into the [redacted] mall parking lot, lifted the hood and let the car cool down for an hour, I then checked the radiator and the fluids were low, I added about a 1/4 gallon of anti-freeze and drove it 5 blocks home and parked it and called Pep Boys. I made an appointment and brought the car in on 11/30/13, the mechanic said that the cooling system failed and that I have a blown head gasket and it would cost $2,000 + to fix. I called store manager [redacted] on 12/2/13 and explained the situation, that the work they did on my car was under warranty, the cooling system that they replaced failed which caused the car to overheat and blow the head gasket, [redacted] stated that Pep Boys isn't responsible for the car overheating and blowing the head gasket. I spent 1,292.63 for the cooling system replacement and 5 weeks later the car overheats, blows the head gasket. Now I don't have a car to get to work and I'm told sorry, we can't help you.Desired Settlement: I want Pep Boys to fix my car, replace the blown head gasket and repair the cooling system, that's what I paid for.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 4, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager will work with **. [redacted] on the repairs that are needed.

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

Regards,

Customer Service Coordinator

Review: I received a flyer with coupons promoting an oil change and tire rotation. I went into the [redacted], FL location to get the service. When I got home I noticed the front tire was still a little low and the tires had not been rotated. Why offer an advertisement for a service when you clearly do not want to honor the service. Now I have no idea if the oil change even got done or if that is a rip off as well.Desired Settlement: I would like either a refund or the service I paid for. If you did not do the tire rotation, how do I know if you did the oil change and or the inspection. I just redid the front end and wanted the tires rotated before I drive up to my other home. Now I have to go to another shop - take time out of my day AGAIN to get service I already paid for in TIME and money.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 6, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] was contacted and has agreed to return and allow the manager to resolve his concerns.

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.

For the record, the local manager did a great job resolving the issues - I have no complaint and wish the record to show they did a great job.

Regards,

Review: I took my vehicle to the PepBoys on [redacted], TX [redacted], for a battery replacement. I spoke with a service representative regarding the issues with my vehicle and left if for service for the battery issue. No quote, pricing or any other information was given by the representative. Later that day I receive a call notifying me that the service has been completed. I go to the store location and was invoiced in the amount of $160.00. Thinking this is quite high for a battery replacement, I ask what battery was installed and I was told [redacted]. After making payment, I go to check the service that was done on my vehicle and find that the battery installed was not a [redacted], but a brand called [redacted]. I go into the store to the battery section and find that the [redacted] is significantly more than the [redacted] battery.I find this to be an EXTREMELY deceptive practice. If I would have not checked the service done on my vehicle, than they would have succeeded in scamming me. This is also upsetting because some elderly people don't have the ability to lift a hood and check what was done. What if they do this with other automotive parts and accessories such as oil, brake pads tires etc. When we take our vehicles to be serviced we are supposed to have trust that the work stated that is being done, is. I will never be certain that this PepBoys location is safe, reliable, accurate or honest.Desired Settlement: DesiredSettlementID: Refund

I would like to be charged for what was installed, which was the [redacted] battery, this would require a refund. I was not happy with their solution and I cannot be sure that this will not happen to someone else.

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,

After [redacted] filed a complaint , he was contacted by the service manager. he apologized for the mistake, [redacted] does have a [redacted] battery in this vehicle .

Once it was found that they charged [redacted] for a [redacted] battery, but installed a pro start it was corrected. This was a human error . [redacted] was contacted and the store manager wanted to offer the difference between the two batteries of $16.00. If [redacted] would like to accept this refund we ask that he return and speak with Artura the service manager.

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

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and

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

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

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

you.

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 is not a solution. If I would have never checked the work, and drove off, I would be at a loss for the difference of the battery and any warranties. Also, I do not believe this was a human error, but rather a business practice. I will never trust PepBoys again, nor do I wish to visit or have a sort of service done at any of your Nationwide Stores.

Regards,

Review: I paid to have my trucks' brake system completely reconstructed and all part replaced through Pepboys on 10/16/2013. Total bill being $1017.27. I had to return less than a week later to have them replace the brake pads they had installed because they said they were faulty. Then I called Pepboys early last week 11/18/2013 to notify them of further issues with a bad smell coming from the front brakes, they shrugged me off and told me they could not fit me in until this weekend (11/23/2013). Well this week I was involved in a car accident at my work site, no doubt a result of the brakes. Upon recommendation from a friend, I took my truck into a highly certified mechanic shop. This shop informed me that the caliper was installed wrong and was leaking fluid badly. I had this shop repair the shottie work and proceed to call Pepboys manager to at least try to get reimbursed for the negligent labor. He hung up me twice and I feel there is no professionalism with Pepboys. New mechanic stated parts were good, but installation was poorly done thus resulting in the issues described. Pepboys represents substandard work ethics and under trained mechanics.Desired Settlement: DesiredSettlementID: Refund

Brake fluid $69.99 + Labor to install Calipers $210 + tax(3.4%) $9.52. TOTAL REFUND= $289.51 preferably made to the Credit card the bill was charged to.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on November 26, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] met with the manager at this location and was given a refund.

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

Regards,

Customer Service Coordinator

Review: On 9-28-2013 I dropped my car off to have my tires rotated and balanced as part of a contractual service for the 75,000 mile tires I purchased in June 2011. Shortly thereafter I received a phone call from [redacted], he said that my third brake light was out and that it needed to be replaced. I told [redacted] that I would replace the light myself, and that I did not need any additional services. A few minutes later I answered a call from the service department manager [redacted] and he said that he could not rotate my tires because the law prevented him from doing so due to safety reasons. He went on to explain that my front tires had a tread count of 3/32nds and my rear tires 4/32nds He then explained that he could rotate them if I purchased two new tires, so that the tires with the most tread were in the rear. I returned to PepBoys a few minutes later with my luncheon date by my side. I conveyed to [redacted] that I was not interested in buying two new tires, but instead ask him to quote me for 4 new tires and to include handwritten data on the tread count we discussed on the phone. I became suspicious of his actions when he was reluctant to write the tread count on my estimate, however he did comply. I was also leary due to a similar incident that occurred in December 2012. I immediately drove to [redacted] on [redacted] and obtained an estimate and tread count. Their quote shows that I have 5/32nds on both the front and rear tires. Shortly thereafter, I called Pepboys and spoke with the store manager named [redacted] and told him all of the above and ask him to have the District Manager of the store call me ([redacted]). That call never came. Last week I left 2 messages for [redacted] to call me, that call never came.In brief, Pepboys and its employees gave me false information and voided our contract on the 75,000 mile tires I purchased in June 2011. I am an average driver of 12,000 miles per year with 27,000 miles currently on the tires.Desired Settlement: I have received several estimates showing 5/32nds. I want to speak with the District Manager of the Store, I believe his name is [redacted]. This action requires more than a simple refund.

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] has provided the Area Director the with measurements taken at a competitor. While we measured 3/32" and 4/32" on two of his tires, that competitor measured 4/32" and 5/32". A 1/32" difference in readings.

For safety purposes, it has long been Pep Boys practice not to rotate tires at 4/32" or below. In this case, the customer is quoted replacement tires instead. **. [redacted] has a 75,000 mile warranty on his tires, but has driven only 27,000 miles. The store offered to replace the two tires that are at 4/32" and apply a adjustment based upon his mileage warranty that would save him 55% of the tire price ($53.75 per tire). In addition, the Service Manager offered to perform the installation for free (savings of $11.23 per tire).

Based upon the measurements of a competitor that two of his tires were indeed at 4/32", Pep Boys stands by it's decision to put the customer's safety first. In attempt to resolve the customer's complaint, We are offering the below choices:

1) Replace the **. [redacted]'s tires in accordance with the manufacturer's mileage warranty (each Tire discounted from $97.99 to $44.24 plus tax), absorb the cost of installation ($11.23 per tire), and refund him for the rotation he paid to have performed at a competitor ($19.95).

2) Refund **. [redacted] in full for the purchase price he paid to Pep Boys for the tires and installation ($466.96) on June 5, 2011.

**. [redacted] can respond via the Revdex.com or via email to the Area Director.

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:

Review: I purchased a set of tires via the Pep Boys website using their system to select the correct make/model/size, etc. I paid for the ties via the website. I also made the appointment to have the tires put on. After Pep Boys took the wheels off my vehicle and the tires off the wheels they told me I had ordered the wrong tires. I was basically hostage in their shop for HOURS until I paid the extra $15.99 per tire. This is not a first with Pep Boys. I used them once before in [redacted] in 2008 and had almost the same thing happen. That instance I went into the store and told them I wanted the tires from the sales flyer. After the took my wheels and tires off, I was told they did not have my size and I had to purchase a set of more expensive tires. Apparently this is a company practice and I should have learned my lesson...

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $15.99 per tire (4 tires) plus additional installation fees for the new sized tire totaling $83.40, and something for my 4 hours I was basically held in the shop.

Business

Response:

Dear [redacted],

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

[redacted] came in March 9, 2013, to have tires installed on her 2004 Chevy Tahoe. [redacted] purchased the tires online and the appointment was also made on line. No phone call was made to our store to verify tire size or fitment.

We took the tires off of the vehicle dismounted one and determined the wheels were 17 inch and [redacted] purchased 16 inch tires. We called [redacted] and explained the mistake that was made and advised her, we could put the old tires back on or put the correct size tire on the vehicle. We believe at this point [redacted] attempted to contact [redacted] because they had only transferred enough money to cover the $841.33 which was the price of the incorrect size tires. [redacted] then instructed us to put the correct size tire on the vehicle.

We apologize for any inconvenience this has caused, but store did not do anything unethical. All we did was point out the mistake that was made and offer to correct it.

We would like to offer [redacted] a refund for the additional charge of $15.99 per tire and hope that he will accept our apology,

If [redacted] would like to accept this offer we ask that he return and see [redacted] the manager at this location.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There are 2 issues that are not addressed in your response to my complaint.

Number one, the Pep Boys website does not give alternate tire sizes for the Chevrolet Tahoe. I provided screen shots showing such. I believe this is done so that when possible customers check prices, Pep Boys shows a better price. But once in the store that price is not honored. Due to the website causing a size issue, we were charged an additional $83.40 over what I paid for the tires via the Pep Boys Website. This is a corporate issue not a location issue. The website needs to be updated so that no bait and switch could happen to other possible customers.

Number two, the tires were taken off by Pep Boys employees prior to verification or notice to [redacted]. Trained technicians should have reviewed the ticket prior to completing any work to the vehicle, which would have caught this issue. [redacted] was at the location and was notified of the issue after the tires were off and she was not free to leave when additional monies were asked for/needed. [redacted] was told the old tires could not be put back on once removed because work "had been done" on the vehicle. She was not offered once to have the old tires put back on, essentially she was hostage in the store until she paid the additional $83.40.

Regards,

Business

Response:

{Please see below.}

Business

Response:

Dear [redacted],

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

Our web site will give two different sizes for the Chevrolet Tahoe ,there are two different trim levels LS or LT, LS will give 17 inch tire and LT will give 16 inch tire.

Also our Service manager states he approached [redacted] as soon as the technician noticed the wrong size and gave [redacted] an option to put the old tires back on or for her to purchase the correct size, [redacted] choose to take the correct size at a $15.99 price difference.

Pep Boys has no control over the size tire a customer purchases online until they come in. We offered a $15.99 per tire refund to [redacted] and apologize for any inconvenience.

If [redacted] would like to accept this refund, we ask that he return to our facility.

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:

At this point it is my wife's word against the Service Manager.

However, there are several other complaints online against PepBoys and

my wife has no reason to lie in this matter. The Service personnel at

PepBoys told [redacted] that they would not put the old tires back on

because they had done "work on the vehicle" and held her there for 4

hours would not just let it go without any payment. This is clearly a

case of 'Bait and Switch" and also criminally false imprisonment to

prevent a person to leave with their property on their own free will. I

assume at this point that PepBoys is not going to take any

responsibility. Since that appears to be the case in this matter, I

will continue and with my complaint to wherever and whom ever will

listen, including [redacted], the Court System, further online

complaint systems, etc. I just want PepBoys to take responsibility for

their actions and acknowledge that they treated my wife unprofessionally

and inappropriately. A formal apology to my wife would be good for

starters, in addition to a mailed refund and maybe a little additional

for her 4 hour ordeal.

Regards,

Review: We took our car to Pep Boys in [redacted], IN to have the brakes repaired and check for a leak. They overcharged for parts, said repairs needed to be made that did not need to be made and tried to charge us for a leak test on an oil leak. There is no such test to my knowledge and is unknown to other Pep Boys stores when I checked. When I asked that they use standard parts instead of premium parts, as shown on their own store web site, the Store Service Manager said they were using standard parts and that the internest pricing was less than the in store pricing, so I believe that the Store Service Manager lied to me. They have had the car 7 days for a 4 hour repair. They have ordered a part and did not order it or have it delivered by overnight means.Desired Settlement: We need to finish the work at a reasonable rate, without added trumpped-up charges or I would like to take the car to another store to be repaired with no cost outlay to Pep Boys. I am very happy to do the second item at this point.

Business

Response:

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

office by [redacted] on June 27, 2014. We would like to apologize for any

inconvenience [redacted] may have experienced at our facility.[redacted] returned to our

facility and the service manager price match and worked with [redacted] with the

price .We again apologize as well as thank [redacted] for allowing us the

opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Review: Went to Pepboys on Store #[redacted] invoce # [redacted] on the Tenth of October 2014 @ 0812 got told the car took 6 quarts instead of five > Look it up in the owners manual for the 2006 [redacted] 2

it takes 5 per the owners manual . Then got told that it needed a oil for high mile cars did not get that ( then they added a fuel treatment with out my ok did not ad the oil treatment

that I wanted added got charged a extra 8 dollars . Called pep boys and got told that I would get a call back in 24 hours have not received one . Filed a charge with my bank and the Case number for Pep Boys [redacted] . I got told if I did not get a call back in 24 hours to call back and it would start all over again

Just want my money back got lied toDesired Settlement: Want my 38.86 back for the services that was falsely provided got told it would take 45 min did not get out of their till 0945 be cause they where try to tell me the car leak and needed extra

flushes for Power steering pump ( I on dont have a pump it has case ) when I told the service agent that GM look it over a month ago they told me that did not know what they where looking at

Lets last time I check GM Certifies there mechanics to work on GM cars and Pep Boys dont

Business

Response:

Dear [redacted],

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

[redacted] was contacted and his concerns were addressed. A refund was also offered.

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

My review is of the Pep Boys on Center Line Dr., Knoxville, TN 37917
The customer service person didn't tell me about the buy 3 tires get one free offer (I knew about it from looking at their web site). When I said I didn't need 4 tires and asked if I could get credit for the 4th, I was told, abruptly "No!" Then after an hour I was told that my car needs new 'tie rods' which was causing it to vibrate, at a cost of $400. My car has not been vibrating. This is the same thing they told my friend who took my car in for the last new tire--he checked and he said (he is a mechanic" that there was no wear to my tie rods. (They have also tried to sell him other parts and services he didn't need when he took in his own car). They were not even polite to me. I told them to put the old tires back on. I really feel this was an effort to scam me--they looked up the computer record and saw the old note about the tie rods then told me I needed them. I'll never go back to this location or any other Pep Boy. If they'd been courteous and acted concerned about me I would feel differently despite the attempt to get me to buy something I don't need.

The website was promoting a $75 main-in-rebate for the installation of shocks. The foot note did specify anything else. The rebate was denied because I installed only 2 shocks.

Review: I called Pep Boys and spoke to [redacted] who told me they have a promotion running Labor Day weekend to get a $100 rebate when purchasing 4 new tires. I agreed to the service and brought my car there and they started work and I left the premises. When I came back to pickup the car, [redacted] informed me that I need to purchase $51 of "insurance" on the tires in order to qualify for the $100 rebate. This is misleading advertising.Desired Settlement: Send me a check for $51 refund for the tire insurance

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 2, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

Our advertisement clearly states that the warranty must be purchased to qualify for the rebate. However we do appreciate **. [redacted]'s patronage and would like to offer the $51.00 refund.

We ask that **. [redacted] return to our facility and ask for a manager on duty to receive his refund.

.

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

Regards,

Customer Service Coordinator

Review: We purchased 4 tires from Pep Boys #[redacted] in [redacted], CA on 12/29/13. The 4 tires and Intallation Package was purchased because the kind salesperson explained we could take advantage of a rebate offer. In the end we'd receive the price paid for one tire on a Pep Boys Visa Prepaid Card. ($149.90) We specifically asked about Road Hazard Warranty and understood we would have it with our purchase.

We had an excellent experience in the store. The Shop Manager and Mechanics went way out of our way to be sure we could be back on the road before they closed that night.

I submitted for the rebate online, within the appropriate time frame, including the necessary information. We were denied. The postcard we received stated "your submission for the Pep Boys rebate offer was declined for the following reason: Installation Package must include Road Hazard Warranty of all 4 tires to qualify." What is this???? We purchased qualifying tires and the Installation Package for all 4 tires as directed by the Salesman at the store. We thought the Road Hazard Warranty was part of the Installation Package, I actually still think it is.. I'm upset and confused and feel like we were duped by the Pep Boys system. Without the rebate, we would have made a different choice in our purchase.

Receipt Information:

Trans: [redacted] Store: [redacted] Reg: [redacted] Cashier: [redacted]

Rebate ID: [redacted] (PBA: [redacted]) - [redacted]Desired Settlement: I would like to be re-assured I have Road Hazard Warranty on my tires and the rebate offer honored.. a pre-paid [redacted] card for $149.90.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 27. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The Service manager contacted **. [redacted] and explained that the warranty was not purchased at the time of sale. The service manager has made arrangements for **. [redacted] to go to another location at [redacted], [redacted], NV. The manager [redacted] will assist **. [redacted] by refunding and re-ringing the sale, so the rebate can be given. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: I took my vehicle into pep boys for a repair on my shock. They had to repair the window in order to get to the shock, because I have a convertible top. After the repair, I drove to the end of the parking lot and returned the vehicle because the window was jumping. The gentleman looked at the window and returned saying nothing was wrong. I insisted that it was and they took in only to see that I was right. The vehicle remained overnite and when I recieved it back it was still not repaired. I phoned and refused to return the vehicle instead taking it to the dealer. Since that time, the payment that I made has not been cleared by my bank. I am not sure why the bank initially sent the check back since the money was there. However, I tried to stop payment on the check but it has now been redeposited three times. I have no problem paying for the repairs, but I have a problem paying for something that has not been fixed even after multiple returns.Desired Settlement: DesiredSettlementID: Refund

Either refund payment for the window or have it replaced with BMW parts in which the dealer would put in.

Consumer

Response:

Complaint Detail

I paid for peps boys to repair my passenger window. I have taken my vehicle back several times and my window is still jumping, it will go up and down and sometime get stuck. I was told by one of the service guys that parts were missing from the window, I phoned to ask why I was never told this and why did they charge me for a window they could not repair because of missing parts. I am still waiting for a response and my window is still not working correctly.

DesiredSettlementID: Replacement I would like my window repaired, even if it means sending to the dealer at pep boys expense.

Desired Settlement: Other (requires explanation)

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Business

Response:

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

**. [redacted] was advised to take her vehicle to the dealer and if the repair needed has anything to do with the repair we did, than we will pay for that repair.

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

Regards,

Customer Service Coordinator

Review: My husband visited this Pep Boys in [redacted] Illinois on Sunday September 8, 2014. I purchased 4 brand new [redacted] Tires and spent over $670.00 for them. The tires were changed however I noticed that my tire valve caps were missing. The original caps on my 2006 [redacted] 300 were [redacted] and original [redacted] caps very heavy duty and a quality product. I asked for them and the store clerk Sean S[redacted] and parts Mgr. Chris M[redacted] told my husband they were disposed of. They place $1.00 plastic caps on my cars tire valves. I was appalled. Someone by the name of Adam performed the work. He left for the day so I couldnt speak to him. Sean S[redacted] and Chris M[redacted] seemed very non chalant about the occurrence and I informed them that they need to either find them or replace them. They gave my husband 4 replacement caps in hand. They were nothing like [redacted] originals. They were plastic like something you would put on a bicycle. We went back to the service counter and spoke to a man named "CHRIS". He was incredibly rude and confrontational. He over talked me and stated that "they toss those things in a bin." I asked if he could look for them he said it would be impossible to find. His demeanor was so unprofessional and dismissive that I asked for his name. He stated "I dont have to give you my name." He continued to overtalk me with a very nasty attitude. He was so rude and ignorant to me that I called the [redacted] Police Department to assist. Two cars came and spoke to him and stated that I can file a police report and I did. It is filed as a civil complaint against "CHRIS"/Pep Boys. I have never ever had to call police over a matter such as this or anything else. After paying over $670.oo I deserve decency in asking where my tire valve caps are. All "CHRIS" had to do is say he would replace them at their cost and order them from a [redacted] Dealer. Instead he treated me with such disrespect and animosity I had to file a police report, contact corporate and the Illinois Revdex.com. I would like a prompt response from Pep Boys. This person "CHRIS" should be suspended or fired. I only say this because I would terminate anyone at my business who allowed a customer to call the police over a matter that can be solved with average customer service skills. I

Product_Or_Service: Four brand new [redacted] tiresDesired Settlement: DesiredSettlementID: Replacement

When the police questioned "CHRIS" the store clerk separately; he stated to them that he would contact a [redacted] Dealer and order an original replacement for all four tires at Pepboys expense. This is also stated in the police report I filed for confirmation. This is the very least resolution I am willing to accept.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The Service manager did order replacement caps from the dealer, and [redacted] returned to our facility for the new replacement caps.

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: I have a VW JETTA '06. I got 2 lights: The Engine Light and the EPC Light.(Thursday 20: I took my car to my local Pep Boys (Store ID# [redacted]) They "insisted" to make their "Diagnostic" to know the "Real" problem in my car. So I accept this and I paid $44.99. The diagnostic: Mass Air Flow Sensor - Pressure Sensor. Repair total: $517 (Estimate) I accept and I was told that the sensor was going to be order and repair the same day.)(Friday 21: The car wasn't ready. The part that They bought, My car didn't accept it. So, They told me that They need to buy the part directly to VW. BUT my new Repair Total was going to be: $617 (Estimate). Once again: I accept this. The part and the car was going to be ready Saturday 22)(Saturday 22: The car wasn't ready. VW "supposedly" sent them the wrong part. So, I was told to wait until Monday 24. I accept this.)(Sunday 23: ? ? ? ?)(Monday 24: The car wasn't ready. They still didn't have the part. I was told to wait until Tuesday 25. They was going to pick up the part and "fix" my car. But now They low my repair Total: $476.28. I accept this.)(Tuesday 25: I was told that They got the part and They was going to call me when the car was ready. I never got the call, So I called them and my car was "supposedly" ready. I went to pick up my car with my wife and 2 kids in the bus (Paid $5) in a really bad weather (Heavy Rain). Between the Sale Manager was in a hurry mood and the mechanic in a sleepy mood, I got my car. I paid $444.58, because I used a 10% coupon. Everything looked fine... I started the car and drive for 10 minutes and for my surprise: I GOT THE SAME LIGHTS AGAIN!! The Engine Light and the EPC Light!!)I WANT MY $$$ BACK. It more than clear that they could not fix my car the first time. So I will not place my trust, time and money again in them. I thought that a big company, that sell things for cars would know how to fix my car. I thought that those small repair shops were going to steal me but now I know that the really thieves here are: PEP BOYS!

Product_Or_Service: SENSOR REPAIRS

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I WANT MY MONEY BACK. It more than clear that they could not fix my car the first time. So I will not place my trust, time and money again in them. I thought that a big company, that sell things for cars would know how to fix my car. I thought that those small repair shops were going to steal me but now I know that the really thieves here are: PEP BOYS!

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by **. [redacted] dated July 16, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] returned to our facility, where further repairs were rendered at no additional charge.

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

Regards,

Customer Service Coordinator