Pep Boys

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: 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

Review: Pep Boys had an advertisement which stated buy three tires and get your fourth tire free. I purchased tires which I was told qualified for the rebate. When I bought these tires, I asked if I asked again if I purchased everything I needed for the rebate. I was told again they I had everything I needed. Then I asked if I needed to purchase the warranty on the tires to qualify for the rebate. I was told I did not need to buy the warranty to qualify for the rebate. after the purchase I asked a final time if I had received everything I needed and purchased everything to qualify. I was told I had purchased everything. I leave and notice that I was not given a rebate form. I was forced to then go back to the store to get the rebate form. When I finally sent everything off, I was mailed a letter stating that I did not qualify for the rebate because I did not buy the warranty. The only reason I purchased the tires was to qualify for the rebate and I specifically asked multiple times to make sure I did everything to qualify.Desired Settlement: I would like to receive the rebate which the advertisement stated. I did everything to qualify and I was told by the employee that I did not need to buy the warranty to qualify for the rebate. I would've purchased the warranty if it was needed to qualify, but since I was told I didn't need to, I did not purchase the warranty.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated March 31, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

After investigating this issue with the associate involve, we found that [redacted] is correct, he was advised by the sales associate, that he did not need anything further to be eligible for the rebate. We will refund [redacted] $ 162.99 at the store. The manager has taken the necessary steps to ensure this will not happen again.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: On 10/20/13 I went to pep boys to purchase a brand new Battery. I purchased a battery for $116.00 plus $9.95 for the corrosion protection. As I was there I was swindled By [redacted] into purchasing an air filter which brought my bill up to $150. On 12/3/13 I went to start my car and my car wouldn't start. I then opened the hood and seen my battery had corrosion on it. I then had to poor Pepsi on it to get the green stuff off which made me an hour late for work. On 12/4/13 I called Pep boys the [redacted] location and spoke to [redacted], I proceeded to explain the situation to him and ask if I can bring my car in on 12/5/13 around 9 a.m. For them to check it out. [redacted]'s response was we can't because where booked so your going to have to leave it for a couple of hours. I said that will not work for me, I can not leave my car there for a couple of hours that's a BIG inconvenience on me. Meaning I would have to take time of work, and then inconvenience some one else so they can ride me around. I said that's not going to work for me, I paid extra for a service so this won't happen, and then you tell me you can't accommodate me , when your technician did a messed up job. He said I can get you in at after 6, I said once again that will not work for me, I work 10 hours a day at a cancer hospital, you think I really want to come to pep boys after a long stressful day and sit in there for another hourDesired Settlement: This is not the first time pep boys have inconvenience me, I'm starting to THINK THEY ARE TAKING ADVANTAGE OF ME BECAUSE IM A WOMEN WHO REALLY DOESN'T KNOW that much about cars. In Dec 2012 I purchased 4 brand new tires from pep boys, 6 months later I had to purchase 4 more new tires WHY because pep boys never told me after you get new tires you have to get a wheel alignment!! I want a Partial refund.. I feel like as a loyal customer [redacted] should have went out his way to fix my problem,

Business

Response:

Dear **. [redacted],

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

**. [redacted] returned to our facility and had repairs done, and also received the credit that she requested.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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 April 11,2014 I called Customer Relations to solve an Issue with Pep Boys Rebate. Customer relations [redacted] would not put me thru to her Manager [redacted] who she stated will not get on the phone unless I tell [redacted] first which I refused to do due to the fact that I was uncomfortable with speaking to her. My original reason for calling was not address due to the fact that I was unable to speak with a supervisor So therefore at this point two issue are at stake and I am left with no one to speak to. If Corporate office can contact me I would be more than happy to speak with them to resolve issue,Desired Settlement: Someone high on the command chain that can speak & resolve my issues

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on April 11. 2014, We would like to apologize to **. [redacted] for inconvenience she may have experienced with submitting a rebate through our rebate process..

We apologize for the delay in our response. We contacted our rebate department and a rebate [redacted] card will be expedited to the customer.

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

Customer Service Coordinator

Consumer

Response:

Yes I Finally Received the rebate

Review: On 05/02/2014 I took my car, (1998 [redacted]. Current odometer reading of 56,705. I purchased said auto new in 1997) to Pep Boys, [redacted] for a battery replacement. I observed that the mechanic had difficult with the battery cable removal and needed assistance from the service manager who completed removal of same and installed replacement new battery. When I drove out of their repair shop, I noticed that my A/C was not operating normally. It blew hot air then a few seconds later, cold air. I immediately drove back to their shop and explained the problem in that when I drove into their repair depot, my A/C had been functioning normally, blowing cold air as set by the controls. The service manager phoned his friend, the service manager at [redacted] Automotive and I was advised to take my car to [redacted] and they would re-calibrate the A/C motor. Unfortunately the problem was not resolved. The repair mechanic at [redacted] said that while installing the battery, somehow the mechanic had shorted out the Actuator causing it to fail. [redacted] gave me an estimate for repair of same totaling $936.20. I returned to Pep boys and presented, to the service manager, the estimate for repairs. He said they were denying responsibility for repairs because the gears in the Actuator had been stripped. I could not accept this fact because how could the gears get stripped when my auto was not function while in their shop for repairs. I drove into their shop with a proper function A/C and drove out with a malfunctioning A/C. I contacted Pep Boys Corporate office and filed a complaint. Several days later I received a phone call from their Field Director and was advised they decline to accept responsibility because the gears in the actuator were stripped. I explained that that was not what the mechanic had told to me. The Field Director suggested that I get a confirming letter from [redacted] stating this fact. I called [redacted]. They declined to do so.

Product_Or_Service: A/C repair estimateDesired Settlement: DesiredSettlementID: Refund

I believe that due to the fact that I gave my auto to Pep Boys to do the necessary work, it was their responsibility that my auto be returned to me in the same working condition as I brought it into their facility. My A/C failed while they were installing a new battery in my auto. I believe that they should pay for damaged caused to my A/C while my auto was in their repair facility.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on June 6, . 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys facility.

[redacted] was advised that the repairs needed on the A/C system had nothing to due with prior repairs at Pep Boys.We did refund [redacted] $118.00 as customer satisfaction, so he could have a diagnosis at the dealer.

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,

Robin Searl

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: Monday, July 14, 2014Complaint at store# [redacted]Service work# [redacted]To Whom It May Concern: I Made an appointment for 8:00am on Saturday, July 12, 2014. Arrived, before 8:00am, to find store not open. At least 5 customers left in disappointment. Even the mechanics couldn't get in. I had to wait to get my car fixed. My problem was a knocking sound (like the engine would cut off) when car was idling for a while. It showed an engine service light.The Stores Service Manager (the only one with the keys to the store apparently) finally arrived. The mechanics there didnt even have a cell# to contact him. Waited for the repair to finish (4hrs). The mechanic told me he had to replace certain parts because that's what my cars error codes told him. I started the car and drove a few blocks. I still have the exact same problem. The service light came back on. I went back there. The mechanic said the codes were the same as before. He said the engine had to in a sense clean itself. Told me to drive it for awhile and it might just go away. He said to bring it back Monday if there was still a problem. Sunday (next day), I went another PepBoys in Naperville, IL. (Store #[redacted]). They performed a diagnostic test (not just relying on error codes). They told me the problem was something else entirely. They fixed it. The Service Manager called the [redacted] Store ([redacted]) and said they should refund my money for charging me $460.66 for work not needed. The Service Manager at [redacted], IL (store#([redacted]) said to come back Monday. I went to store #[redacted] in [redacted], IL today, Monday, July 14, 2014. I was told by that same Service Manager that the Store Manager was the only one who could authorize a refund and he wasn't there. I was told to come back on Tuesday. He said the Store Manager had a family emergency. Now I'm out $460.66 by store #[redacted] who made bogus repairs and told me to drive my car and maybe it will go away. I also had to pay store #[redacted] $597.77 to get the correct repairs done. Since the policy at the PepBoys store #[redacted] is to ignore problems and maybe theyll go away I am going to make everyone: Revdex.com the Illinois States Attorney and small claims court aware of how much I value my time.Yours truly, .[redacted]

Product_Or_Service: Automotive Repair

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At least $460.66

Business

Response:

Dear [redacted],

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

[redacted] was given the requested 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

Fax: 215-430-9849

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They (Pep Boys Corporate) did follow through on my complaint.

Regards,

Review: came in for failed smog,60% of estimate was not related to emission problems.some parts they wanted to replace were recently replaced. I was told that they repair all the work or nothing.leaving me with no other option but to have all unnecessary repairs performed in addition to emission problems repaired,which I declined.Desired Settlement: Stated that this was an older car and was more difficult to diagnose, Seems to reflect that they were not confident they could fix the problem accurately .giving me no other option but to repair all or nothing insured I would have to decline .They should have been up front and professional instead of trying to insult me saying all this extra work. was necessary in order to pass a smog test .

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 04 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] states a concern that we suggested not only the emissions repairs, but also that we suggested cooling system repairs, because his vehicle overheated in our shop.

The service manager tried several times to address the concerns, [redacted] had with our facility, but [redacted] has not called back. If The concern is the diagnosis fee of $97.74 ,the service manager would be happy to refund that cost to [redacted].

We ask that [redacted] contact the service manager, to receive a credit.

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

Regards,

Customer Service Coordinator

Review: Bought new tires in December 2012. About three weeks ago, one of them blew out. The tires were for 55,000+ miles, and we had barely driven 3,000. Pep Boys refused to replace it for free, instead "giving" us half off a new one. Then, another tire developed a leak. Without even looking at the tire to find the leak, they told us it was our fault, and we would have to pay for another one!Every time we have gone in there, they tell us it will take anywhere from 1 hour to 4 hours! Apparently nobody works there, because they can't even keep to those time frames. But the worst is that they sell faulty tires and then refuse to stand behind their products WHEN (not IF) they fail.Desired Settlement: DesiredSettlementID: Replacement

We want a refund of the "prorated" amount of the new tire bought three weeks ago, and we want them to either fix or replace the tire that is leaking now. We paid a LOT of money for those tires, and haven't hardly used them.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 1, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The service manager has tried to contact **. [redacted] several times. In order to resolve **. [redacted]'s concerns, the service manager will need to speak with her.

We ask that **. [redacted] return the managers call, so he can help to resolve her concerns

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

Regards,

Customer Service Coordinator

Review: I had my work vehicle brought to pep boys on thursday , they told me it would be fixed in 3 hours, I left my worker there to wait for the van, 3 hrs later he called and said the van hadn't even been looked at yet. Then the store said they didn't have the parts but that it would be done by lunch friday....So then we called at 1030 am friday and they said it wouldn't be done and they would call us. At 430 pm I called again and spoke to the manager of the service dept. I explained to him that I Was already promised certain times to pick up and they were wrong and that this was a work truck and I needed the van or to make other arrangements for saturday, He assured me it was almost done. I let him know I would be picking the van up at 8am saturday on my way to work he said ok. Then we spoke to them again at 630 to make sure it was done, then another employee informed me they didn't even have the part. By this time it was too late for me to rent a work van and I missed out on a 1500.00 job for saturday. I am totally disgusted with this company.Desired Settlement: I think at the least...I shouldn't be charged the labor. They caused me to lose a contract.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 20, 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

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:

Regards,

Consumer

Response:

It was the [redacted] location in zip code [redacted],va

Business

Response:

Dear **. [redacted],

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

**. [redacted] had her van was towed in with a power steering pump that came apart. We ordered the part from Hampton and installed the part that day. The part was defective, it was leaking, nothing we did to it.

We then outside purchased that part from [redacted] and installed it. While testing this one, the back blew off. Hampton and [redacted] did not have another, so we went to [redacted] and picked one up (the service manager went to pick up the part himself). After installing 3 different pumps, We finally got one that worked.

We had no control over the time it took for this repair, and when **. [redacted] was advised of the time it would take to do the repair, we did not anticipate the parts being defective. We did render the services requested.

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

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

Regards,

Review: My car was brought in to Pep Boys late in the afternoon and they said it would be done by usual mechanic when he came in the next day. The car was left outside. When I returned to speak with mechanic I saw a sunroof size cut was made in my convertible top. My mechanic assured me they would take care of it because the have a tape of the person on their security tape. They told me it was my responsiblity and "sorry" I have heard nothing from their corporate office. The cost of replacing the convertible top is approximately $1700. 00 or to put it thru on my insurance. My camera was stolen out of the console. But the other thing missing is my garage door opener which threatens my security. This would have been my vacation week. Instead I will be paying to repair my car which I need for work.Desired Settlement: I believe they should pay for the damage or at least half.

Business

Response:

Dear [redacted],

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

This case is being handled by our claims and asset protection department.

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

Regards,

Customer Service Coordinator

Review: My husband had brought his astro van (1999) to have 4 new tires put on his vehicle on June 29th 2013. After driving the van to work on August 6th 2013 he experienced the tire on the rear passanger side fly off & hit the side of the quarter panel on the rear passenger side damaging it so bad that the van had to be towed on that day of August 6th 2013. I had my mechanic of 25 yrs ASE certified check it out to see if anything can be done, he stated that the van needed alot of work for it to be even able for him to drive it! The conclusion is that Pep Boys did not put the tire on correctly & that is why all of this damage was done!! The van also had other work done to it such as a simple brake fluid & somehow didnt put any fluid in the resvior (sp) & now the brakes dont work!! Please help me !!Desired Settlement: For this van to work properly & at no cost to us!!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 15, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

The Area Director contacted **. [redacted] to find out what was going on with the vehicle. **. [redacted] indicated that the brake lines were rotted and leaking. **. [redacted] was asked her how she relates that to the work we did and she stated that they were not leaking before? He explained that we can not cause her brake lines to leak but we would be happy to have it towed in to us and check it out to see if it could be an easy repair. **. [redacted] declined and stated that they were not going to fix the van and that it was not worth putting any more money into.

The vehicle originally came in for 4 tires. The work was completed and the van left. The van travelled 4000 miles and one of the rear wheels came off. We towed it in for inspection and found that all of the studs were sheared off. We also found the van was overloaded with more weight than it was rated to carry. We explained that if the work was not done properly it would have been identified right away and that after 4000 miles we were not willing to take responsibility and that the van was overloaded which most likely caused the studs to shear.

We offered to fix the mechanical stuff to get it back on the road, but we were not going to fix the body damage. They agreed and thanked us for helping them out.

The complaint reads that the brakes do not work because we did not put brake fluid in the reservoir. We did not do any brake work on the van , Clearly not an issue that we created.

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

Regards,

Customer Service Coordinator

Review: 5/13/2013 at 6:03pm my automobile began to steam at the read light on the corner of [redacted] & [redacted]. Also, I noticed the thermostat was on High. Thus, I parked it and made arrangements to tow to PepBoys at 6:45am 5/14/2013.

5/14/2013 7:14:37 PepBoys informed me by phone after having my automobile :30 minutes that I was in need of repairs totalling $1058.91 (Receipt [redacted]). They stated It was the radiator and recommended belts and etc. In addition, driving the vehicle without repairs would result in additional damage.

A few days later my automobile is steaming first thing in the morning during warm-up before work and the thermostat is on High (Exactly like before). I leave the care at home and given a ride to work by neighbor, contacting PepBoys by phone to schedule a time to return the vehicle. Thereafter, towed back to PepBoys a second time!

I rec'd a call 48hours later (this time) and informed of a bill of $121.00 for a radiator hose located in plain view when you up the hood. Based on my receipts when I compared them-they ran and charged me for the same exact diagnostic tests. Right, unexceptable and I wanted my car back immediately. Therefore, after work I basically paid the $121.00 (Receipt No.[redacted]) to get my car back vs any potential storage fees,liens, and etc. Immediately, filing a formal complaint through PepBoys Headquarters line 1-800-Pep-Boys Case #[redacted] after I got home. Only to be contacted by the same store that made the repairs to begin with. Versus being contacted by an (AD) as promised during the original complaint. The conversation was alledgely recorded in which I specifically asked about the arbitration process. As well as being reassured that I would not be contacted by a representative from the same office the repairs were made.Desired Settlement: Based on the facts/receipts - all I needed in the first place was radiator diagnostic check, radiator hose, and towing which cost $186.00. Also, how does it go from determing a repair that costs $1058.91 (Receipt [redacted]) in 30 minutes unscheduled appointment. To 2 days on a hose performing the same diagnostics with an appointment? I have been extremely professional throughout the entire ordeal despite being taken advantage of. Also, I'm a fair person! My total fees including towing were $1244.91 within days on a budget. I'm entitled to a refund for all parts & labor not duplicated or required in the amount of $989.64.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on October 11, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

On October 12, 2013, **. [redacted] was given a $400.00 refund.

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

Regards,

Customer Service Coordinator

Review: Put my wife in danger. Damaged my vehicle while in shop.

Put my wife in danger and damaged my car

I just moved to the area from Delaware. In Delaware I had an independent mechanic work on all my cars. I did have the opportunity based on it being a Sunday to visit your store in [redacted], DE and the service was outstanding. The service tech was knowledgeable and professional. He replaced my tire and got the car back to me when he promised.

My wife was planning a trip to New Orleans. There was nothing wrong with the car. Our Explorer needed an oil change and we wanted them to check it out before she took a long trip alone. Since we were new to the are and your store was convenient, we chose to use your location in [redacted], MD. My wife brought the car I on Thursday October 17th to get an oil change. While she was there your mechanic recommended that she get an air filter and replace a belt. She called me and we decided to do it. Our bill was less than $200.

My wife drove home (1.3 miles from the shop) and noticed that a large amount of radiator fluid was leaking from the vehicle. She immediately called the store and spoke to [redacted], the Service Manager. [redacted] told it that is was probably over filled and recommended that she bring the car in so he could check it out. When she got back to the shop, he went out to the car and said everything "looked okay".

She got in the car the following morning and drove to New Orleans. She is visiting relatives and did not need to drive the car until Monday. When she got in the car the Monday she noticed that the car was again leaking radiator fluid. She drove the vehicle to the Pep Boys in New Orleans where she found out that the vehicle has a crack radiator and a broken thermostat. When she told the manager in New Orleans what happened he was surprised he did not do a pressure test on the radiator.

On the way home I stopped at your location in [redacted] and spoke to [redacted], the Service Manager. [redacted] said that he remembered my wife and the radiator fluid issue but was extremely defensive. I gave him my contact information because he said he needed a "day or two to work it out".

[redacted] called me later yesterday evening. During our conversation he told me that he would take care of "paying for the radiator and the labor for the radiator, about half" of the bill from New Orleans. Again, he asked for a day or two to get it "taken care of". He further told me that he would call me back.

I did not hear form [redacted] today. My wife contacted the Pep Boys in New Orleans today and were told that [redacted] call them (not me) and said that he would refund my bill at his shop. This was not what he offered me the day before so I called the [redacted] shop to talk to [redacted]. [redacted] (or [redacted]) answered the phone. when I asked for [redacted] he asked who was calling. When I told him he informed me that [redacted] was not there. He told me that [redacted] was "waiting for my call(?)" but had left for the day. He then told me [redacted] would call me back tomorrow. After some talking in the background he said he would call me Thursday.

Here are my concerns

1. I am not sure what happened to my car while it was in the Randlastown location but there were no issues when it went in.

2. After and issue being brought to the attention of your service manager he knowingly put my wife in danger as she was taking a long trip alone.

3. His follow up skills have been horrible.

4. He told me one thing and then told the store in New Orleans something completely different.

5. He did not call me and I believe that he was dodging my call this evening.

6. He is now causing my wife to be on vacation without the use of a car while he gets it taken care of.

Sincerely,

[redacted]Desired Settlement: I want them to take responsibility for the damage done to my car while in their location.

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] was given a $650.00 refund back to his credit card, The repairs were done at another Pep Boys facility.

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

Regards,

Customer Service Coordinator

Review: Pep boys at [redacted], Va did a diagnostic service on my car. They Made the diagnoses that my cars timing chain had jumped and ruined my engine valves and my engine was now blown & no good. According to [redacted], my Car will never start again or be driven and the estimated cost of repair would be $2500-3k. However, he was willing to recommend someone to do the work for $2200! I explained I was unprepared to hear that & I will have my dad call and he could explain it to him. [redacted] spoke with my dad and he explained the same to him. 3 days later I had a tow truck pick up my vehicle and bring it home. The flatbed driver told me to get a 2nd opinion bcz the information on the pep boys paperwork did not correspond with how my car sounded when he put the key in he ignition. He stated he started the car briefly. When he lowered the flatbed he attempted to start my car again and it STARTED and WAS DRIVEN OFF THE FLATBED INTO MY GARAGE!! I had my car towed to another mechanic and it was found to be simply an ignition coil and spark plug that caused my car to stall. I spent close to $500 in car rentals & towing costs bcz PEPBOYS attempted to scam me out of more money and it was a simple one day repair job!Desired Settlement: Cost of rentals & towing charges from their shop to another during the time my car was being serviced

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] Scott on October 30, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

[redacted] had her vehicle towed in because it would not start. Our master tech [redacted] started with a vacuum test and found no vacuum. Then he performed a compression check and found low compression in all cylinders. He also noted that there was evidence of water in the oil, the oil was low and sludge very bad. He stated that all checks indicate a timing chain had jumped. Due to this, [redacted] explained that due to the possible jumped timing chain, internal engine damage may have occurred. He then recommended an engine shop to have it further assessed and repaired.

We could not determine the extent of internal damage. We could only determine that based on the tests we did, that it appeared to have jumped timing and therefore may have caused internal damage.

When **. [redacted] put in a complaint, [redacted] called her back. The service manager and the tech [redacted] were not available to ask the specifics at this time. [redacted] told [redacted] that after having the vehicle towed to her house, the tow truck driver started the vehicle up and drove it off the truck. She then said that she let it sit after that for two weeks. [redacted] could not explain why the vehicle started and was not able to ask the tech, so she offered to refund **. [redacted] the $97.59 that **. [redacted] had paid Pep Boys.

Now that we have had a chance to follow up with the technician and service manager. 1 - We don't know for sure that what **. [redacted] claims is true. We have not gotten any paperwork from the second shop that all her vehicle required was a coil and spark plug.

2- If the vehicle did start, our readings of low vacuum and compression may have been due to cylinder wash from trying to start the vehicle. The fuel is constantly being dumped into the cylinder during cranking washing the cylinder walls down so that the oil cannot create a seal to allow compression to build up. After sitting, then the oil leaks down and the cylinder is able to build compression. Again, we have gotten no proof that the vehicle started though.

3- If we misdiagnosed it, we have already given **. [redacted] a refund. We cannot help that she let the car sit for two weeks before deciding to get a second opinion after the vehicle started up.

If **. [redacted] brings us the receipts, we will review them and decide if we will refund the towing, but we will not pay the charges for a rental car.

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

Regards,

Customer Service Coordinator

Review: Took my [redacted] in for a simple brake job. $500 dollars later they returned it with a Check Engine Light, ABS Light, Traction Control Light, Suspension Light, Park Brake Default error, Brake Warning light all on. The IT manager LOREN claims that his paperwork shows all those lights were on when it was dropped off and that I was more than welcome to take it Rover for a diagnostics and IF Rover could prove it was their fault, he's be more than happy to fix it. Pep Boys, just living up to their well-earned reputation. By the way, didn't even replace the back brakes for that price...Desired Settlement: I want a refund so I can pay a reputable shop to complete the repairs properly.

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.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: I asked for a specific type of oil in my oil change. Mobil 1 EP. This is the second time the have used the wrong oil in my car.

I went on Sunday as the second customer to get an oil change. I specifically asked for Mobil 1 EP to be used in my car a Nissan 370z and paid $84.32 for my oil change. The person who set everything up assured me that this can be done ([redacted]). I got my oil change and went home. Looking over my receipt I saw that the oil they used was mobil but not the one I specified. So I typed in the product code on my reciept ([redacted]) and it was regular mobil 1 fully synthetic oil, mobil 1 EP poduct code is ([redacted]). While it may not seem like a big deal that wont hurt my engine, this is the second time this is happening. The first time they used mobil 1 ESP in my engine which was specifically made for diesel engines, I did not say anything because I don't like to complain. I need the EP oil because I take my car to the track sometimes and I need the extra protection for the wear and tear on my engine. It is also not my primary car so it sits for 5-6 months between oil changes as I don't use it much. The Next time I am going to buy the EP bottle of oil for 26.87 and the filter for $10 at Walmart and Change my oil myself at-least I will get my oil right and save $40. I also don't think I will be going back there. After getting my oil wrong 2x in a row and possible damaging my car with the first oil change I will go to a place that actually cares about what their customers want. Don't make promises you don't intend to keep.Desired Settlement: I want them to put the oil I asked for into my car or give me a refund.

Business

Response:

[redacted]

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 30, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager contacted **. [redacted] and apologized, and offered a Mobil one oil change and also offered to due a oil change no labor charge, if **. [redacted] would like to supply the oil.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: I went into the Pep Boys on April 4th, 2013 because I had a check engine indicator light on my 2003 [redacted] SUV. I had the On Board Diagnostic tool and ran a scan on my engine. The error code came back as multiple misfires which included cylinder #1. I was told first I needed an engine diagnostic performed by Pep Boys. I told them go ahead and do it. Then I was called and told I needed an engine compression test done on my car. Again I said go ahead because I was getting ready to take a trip to New York and wanted to make sure that my truck was running properly. After all test were ran I was told that I needed to replace all coil packs, spark plugs, and various engine gaskets. The total for all this work was around 1,100.00 dollars. I told the service writer that I would authorize those charges only if it would solve the misfires and other issues that my truck had in order to make it run correctly. After paying I noticed I was charged 50 plus dollars for a fuel system cleaner which I definitely didn't need and also didn't authorize. I arrived a few hours before my vehicle repair was scheduled to be completed. The store was getting ready to close and I was told the mechanic was still working on my truck. I waited outside the repair bay. Finally my vehicle was finished. The mechanic didn't test drive my truck but I was assured my vehicle was road worthy and repaired. April 11th, 2014 I drove to [redacted], NY to visit my family. Half way on the road my check engine light turned on and vehicle was running rough which was the reason I brought it in to get repaired in the first place. Today April 14, 2013 while on vacation I brought my truck to Pep Boys in [redacted], NY to see whats wrong with my truck. They said low compression in cylinder one. I was advised that it was the Pep Boys opinion in [redacted], NY that the [redacted] area Pep Boys didn't complete the compression test. If they did they would have found that cylinder one had low compression and misfiring.

Product_Or_Service: Engine diagnostic, engine compression test, gasket

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Not only do I want a refund of the 1,100 that I paid but I would also like my engine either repaired or replaced at no cost to me. If the Pep Boys in [redacted] would have done their job I would have never driven to New York on vacation knowing I still had engine problems.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office **. [redacted] on April 14. 2014, We would like

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

facility.**. [redacted] was given a full refund on April 17,

2014.We again apologize as well as

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

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.]

The business did refund my money after my vacation was ruined because I was without a car. More care should be taken when dealing with customers vehicles. I was guaranteed that I would have no problem with my vehicle, when in fact that was false.

Regards,

Review: I went on July 27, 2014 to purchase 4 tires for a [redacted] 2003. They broke off a stud on the front driver side tire. Alex at the service desk and the technician work on the vechile told me that the stud had broke off with the nut. Alex said they will replace it for free, but he had no one certify to do it. Alex also state that the parts are all in stock and if I come at 8:00am on July 28, 2014 they will fix it. I went today to Pepboys on July 28, 2014. Spoke to Matt and he informed me that the parts or not in stock and that I had to Pay $61.00 for the repair on something that pepboys broke. I have been drivering with 4 out of 5 lug nuts on my driver side front tire and children ride in this vechile.Desired Settlement: I would like a refund $61.00 for damages they cause. I have been drivering with 4 out of 5 lug nuts on my driver side front tire and children ride in this vechile.

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.

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

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

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: Manager Matt & Assistant Manager Joe resolved the situation. Pep boys Store #* need to work on there customer service skills and learn to work as a team.

Regards,

Review: I stopped into Pepboys to have a wheel alignment done and was told there would be a $19.99 inspection fee ( New Fee ) before alignment would be done. I received an estimated bill for $596.63 plus $79.99 for the alignment. I declined to get a second opinion. The couter person told the mechanic to drop my truck " He does not want the work done. The bill I received states this $19.99 plus tax fee covers PM AND SAFETY PKG under this heading states " Package Includes " Rotating tires and complete Prelimonary Inspection. I payed this " New FEE ". Tires were not rotated so inspection was not done becouse I did not have the work done.

Product_Or_Service: Pm and safety inspectionDesired Settlement: DesiredSettlementID: Other (requires explanation)

My Time And Fee.

Business

Response:

Dear [redacted],

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

In order to further assist [redacted] we will need him to provide us with the location of the Pep Boys he visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator