Pep Boys

Review: received Pep Boys email promotion for change oil & filter plug free tires rotation and some belts check, battery check, air pressure check services for $19.99. Go in with print-out coupon and they honor the coupon, work order completed and wait for more than 2 hours and finally got called to the counter, the guy writing up the work order telling me that my car has to have 0-20 symatic oil and need my approval, I trusted him and signed, right after I signed the paper they charged me $72.00 instead of $19.99 plug tax and return my car key right away and ready to go. Back home found out they did not rotated my tires and return to the shop complained why put wrong oil the car and not rotation the tires, the manager said Honda Fit must has 0-20, wait for 90 minutes for tires rotated. Back on the road and the car loss power and very poor gas mileage. use to have 36/38 per gallon now down to 28 per gallon, back to the shop again at third time and demanding manufacturer recommended oil (5-25 grade oil ) Pep Boys big company and they trade stock market this kinds of services will damaged this company very bad.

Product_Or_Service: Oil Change Services

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

I willing to pay $19.99 plug tax, but I was spend 9 hours for simple oil change, time for me is money I am a stocks day trader, time very important to me. if possible I do not want to pay. also I has check the car oil level, the oil stick indicated oil was over flow, (too much oil)

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 3, 2013. We would like to apologize to **.[redacted] for inconvenience he may have experienced at our facility, and to your office for the delay in our response

.

** .[redacted] returned to our facility, we did a tire rotation and another oil change with the weight he requested.

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:They had done 3 times of unprofessional services to me at the same store, they can review the records in their computer system. I did not made complaining for

first 2 times, this time made complaining because they repeated to made mistake. customers complaining are good for their business, they are public company and has stocks trading. I made complains

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

Review: I was charged $444.60 and the car was not repaired .The work done on the vehicle was done out of order .The tube running to the gas tank was plugged with soap powder.The mechanic flushed the tank and was not able to locate a replacement tube before the tank was flushed. I was not willing to pay for a new tube from the dealer.I was told that a tube from Pick and Pull would replace the plugged tube. The vehicle was towed to Pick and Pull . The mechanic attempted to clear the tube of soap and was unsuccessful. This was what I was lead to believe.Desired Settlement: A refund or a repaired car in running condition.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by **. [redacted] on April 28. 2014, We would like

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

Pep Boys facility. **. [redacted] brought his 2002 [redacted] in on 4/20/2014 ,

stating that his fuel tank had something put in it like a powdery white soap

like substance. He stated that when he tried to put gas in his vehicle, the gas

came pouring back out of fuel filler tube. **. [redacted] requested and authorized us

to drop his fuel tank down and clean contaminated substance from gas tank and

fuel filler tube. After the

technician cleaned excessive contaminated substance from fuel tank, he

proceeded to try and unclog fuel filler tube. He was unsuccessful due to the

contaminated substance solidified and became hard, requiring replacement of a

new fuel filler tube. **. [redacted] was

informed of our findings. We attempted to help him out by trying to locate a

used fuel filler tube. We were not able to find a used part due to the age of

the vehicle. The [redacted] dealer was able to locate a new part from out of state,

but **. [redacted] stated that he could not afford it. The part is discontinued due to

age of vehicle. **. [redacted] stated that he would come and pay for the authorized

repairs done at our facility,, and would have his vehicle towed to another

repair facility. **. [redacted] then

filed the complaint, stating that we did not fix his vehicle, and was requesting

a full refund. We informed **. [redacted], that although he authorized and requested

the work, that I would refund the amount he paid. **. [redacted] came into the store

on Tuesday May 6, 2014 and received his refund. We again apologize as well as

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

concerns. Regards, [redacted] Customer Service Coordinator

Review: I took my car to Pepboys because of over-heating problems, they diagnosed my car and said that I needed too replace my head gasket which was a 1500 dollar job. They said that replacing the head gasket would stop my overheating issue. After getting my car back, the same day I drove off my car overheated again. Pepboys said they would reimburse me for the extra days that I had too get a rental car and they never did. Also, my car continued too over heat I took my car back too Pepboys 3 more times because of this issue. The last time I took my car too them was because all of a sudden my check engine light and oil light came on, which had never been on before in my car. I called too tell them I was bringing my car, and too set an appointment. They had a ridiculous amount of cars they were working on and they said it would be hours before my car would even been looked at. I left and that evening my car just shut off, I had no idea of what happen. My car was towed too Pepboys that night and the next day I received a phone call from the store manager claiming that what happen to my car had nothing too do with the work they did. He said that I had a leak from my rear main Seale which was a part they had not worked on. I have spoken with several mechanics and one came with me too see my vehicle. They all said that the reason the rear main Seale would be cracked is because of continuous over heating and Even Pepboys area supervisor David M[redacted] that, that is also the cause for that issue. My car is no good, it doesn't run anymore and Pepboys isn't taking responsibility for the problems with my vehicle. I asked for the value of my car and they told me no. The manager reluctantly gave me a refund but with that being said my car still doesn't run and them just refunding my money doesn't fix the fact that I would have too take my money that I gave them too fix one issue too someone else too fix the problems they caused. Also, I recorded one of their mechanics talking about the faulty work done too my car.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Pepboys too give me the value of my car so that I can get my car fixed or buy a new one. My car was still working when I gave them my money and it should still work once the refunded me. Now I'm out of a car as a result of Pepboys not doing their job.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 12, 2014, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility, and to your office for the delay in our response.

The vehicle (1999 [redacted] 2.3 [redacted], VIN [redacted]) was originally brought in to store [redacted] in [redacted], GA by [redacted] on April -28, 2014 with an overheating issue. The store performed a coolant system evaluation and determined that it needed to have the head gasket replaced. In addition to the head gasket, the store also performed a coolant exchange, an oil change, replaced the timing belt, water pump, spark plugs, and plug wires. The store originally said that they thought the vehicle would be ready on Thursday of the following week. They were not able to meet that commitment. [redacted] and her father called the [redacted] Police Department and had them come up to the store to try to get the vehicle out of the Pep Boys shop without paying for the repairs. At this time, Area Director David M[redacted] was notified of the situation.

Mr. M[redacted] spoke with the father about what was happening. He told him that we were working on the vehicle and apparently was taking a little longer than originally anticipated. He inquired about his reasons for calling the police. He had told [redacted] to ask for the old parts as he did not believe that the work we performed was actually performed. Store Manager Jeffrey gladly provided the old parts for her inspection, and even brought up pictures of her old parts in the computer system to prove that they did indeed come off of her car. He also brought her out into the shop to show her under the hood what had been done. Since we did not make our time commitment, we agreed to put her in a rental car. This was handled by our corporate claims department and she was given a Dodge Avenger to drive while we finished the work. The vehicle repairs were completed on May 3, 2014 and [redacted] picked up her vehicle on that day. The total ticket was $1,562.55, Work Order # [redacted]. Mr. M[redacted] informed [redacted] that when head gaskets are replaced and compression in the engine is restored, this can sometimes lead to the increased pressure in the crankcase exposing other dormant issues, usually in the bottom end of the engine with engine bearings, rings, seals, etc. He was informed about this to make him aware that any such issues that were exposed would not be the responsibility of Pep Boys to repair, as they would not be the result of poor workmanship on our part.

[redacted] returned on May 23, 2014, saying that the vehicle was overheating again. The store performed another cooling system evaluation at that time. They replaced the radiator cap and the coolant recovery tank and a hose. This work was provided at no cost to [redacted]. Work Order 2107288 on May 23, 2014.

[redacted] then returned on June 6, 2014 saying that she had an oil leak and that her check engine light was on. The store was very busy and they were unable to work her in right away. [redacted] did not leave the vehicle with the store, but instead drove it away. She later had the vehicle towed in to this store.

The store did an evaluation on the leak and determined that the rear main seal was leaking. The store provided [redacted] with an estimate of the repair. [redacted] placed a complaint with Pep Boys and spoke with Mr. M[redacted] again. Mr. M[redacted] explained again what had been communicated to [redacted] when the original repair was made that restoring compression to the top end of the engine could expose other dormant issues in the lower part of the engine. [redacted] asked a mechanic friend of hers to call and speak with Mr. M[redacted]. He provided an opinion that the car overheating had caused the rear main seal to leak. After speaking with him for a few minutes, it was determined that he was not a mechanic, but offering his personal opinion on behalf of [redacted].

Mr M[redacted] spoke with Assistant Vice President Russell W[redacted] to ask for direction. Mr. W[redacted] recommended refunding the original repair to [redacted] and have her take it somewhere else for repairs. She did not seem to understand that the work performed by Pep Boys did not cause the rear main seal to leak. Mr. M[redacted] explained to [redacted] what we were going to do and she agreed to the refund.

[redacted] left her vehicle at store [redacted] in [redacted], GA, but retained possession of the keys. We made multiple attempts to contact [redacted] to come pick up her vehicle. We were unable to speak with anyone after multiple attempts. We completed an abandoned vehicle report on September 10, 2014 and had the vehicle removed from our property.

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

Review: I took my car in to Pep Boys on July 26, 2014 and had an A/C check and was told that I needed a new compressor and and drier in order to correct the issue. This repair was completed on July 31, 2014. On August 2, 2014 I noticed that there was a very loud vibrating noise coming from under my hood. I returned to Pep Boys and was initially told I had an O-ring that needed to be replaced even though I noticed on-line on Pep Boy's website that under the information for my rewards points it said I had been charged for a 5 pack of O-rings. The O-ring was replaced the same day and when my car was returned to me I pointed out that the vibration was still there. This was upsetting because the technician who brought my car around had to have noticed the noise even though he was saying my car had been fixed. Pep Boy's technicians did further investigation and told me the vibration was being caused by motor mounts that needed to be replaced. This repair was not successfully finished until August 10, 2014. When I came to get my car I still heard the vibration. So this made the second time the problem had been "fixed" even though the vibration remained the same. I was patronized by saying deductions had been made and I was not paying full price for the repair of the mounts. I was told that I was free to have my car checked by my local Honda dealer and upon their inspection, they noted that the side mount had been placed on backwards and they recommended to replace the after market mounts with factory mounts. This repair done by them would cost as much as I had already paid to Pep Boy's. I asked Pep Boy's if the after market mounts could be replaced with factory mounts and was told that I would have to pay to replace. The mechanic told me there was nothing wrong with the mounts and it was possibly engine related damage. I was very upset being that Pep Boy's had been "looking" for the problem in so many areas and still to this day have not offered to do an engine check for free. My complaint is simple. I brought my car in with a problem that was never fixed even though I paid $855 for those new mounts. I also am unable to turn on my new A/C that cost a total of $1375 due to the fact that it makes the vibration louder. This vibration had never occurred until the A/C repairs were done. The Honda dealership mechanic told me that an incorrect A/C replacement would have caused the deterioration of the mounts in a short amount of time, especially if my A/C was running while driving. I will never go to any Pep Boy's establishment nor recommend any of my member's who I process loans for to go to Pep Boy's for any repairs. If nothing is done about this complaint, I will have no choice but to go to small claims court.Desired Settlement: I would like to be refunded for my repairs due to that promised outcome has yet to be shown. I will not except Pep Boy's doing any further work on my vehicle for fear that they will cause more damage.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on September 20, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

The Service manager is trying to get in contact with [redacted] and set an appointment for [redacted] to take her vehicle to another Pep Boys facility of her choice for an inspection.

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

Review: I originally bought my car in for an oil change and radiator flush. I dropped my car off at around 8:30 am and called around noon to check the status and the workers advised me that they have not started on the car yet. I called again around 4:30 pm and they again advised me that they have not look at the car yet and upon further investigation found my "ticket" on the floor which is why they haven't worked on it and advised it would take about an hour to hour and a half to do the radiator flush and oil change. I arrived at the establishment around 5pm to find my car on the bay and when I came inside they said the car was done but did not do the radiator flush. Apparently, the original worker I spoke with when I came in did not write that on the ticket after I told him 3 times. I then spoke with the manager, Alex, to voice my concerns that it took almost 9 hours to do an oil change when the main reason I came was for the radiator flush. He then credited me for the oil change. I asked if they topped off my coolant and he advised there was a new tech that asked the same question and that they do topped off the fluids. I drove home (less than 5 miles) and opened my hood to find the radiator cap popped off and coolant everywhere in the engine. I now have my check engine light on, car is struggling to start, and noxious fumes coming out of my exhaust, which I have not had these problems before I took it to Pep boys. I brought my car in today and the manager, Brian, advised that they are not responsible due to the fact that they do not top off coolant. That is the complete opposite of what Alex had told me. They advised nothing could rectify the situation and they will not claim responsibility, especially since the radiator flush request was not on the original ticket. I have never experienced such incompetence until I brought my vehicle here. Now I am afraid that I have contaminated oil from the coolant all over the car but Pep boys will not take responsibility for their mistake.

Product_Or_Service: Oil changeDesired Settlement: DesiredSettlementID: Replacement

I just want Pep Boys to fix what they had messed up with my vehicle. I have not had issues with my car like this until after I bought it home from this establishment. I want Pep Boys to take responsibility for their incompetence and better communication with their staff.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] came to our facility for an oil change and tire rotation, while performing the oil change the technician noticed the coolant low and topped off the fluid from the reservoir and pulled the vehicle out of the shop. [redacted] call back the next day stating she had coolant all over her engine.

We reviewed the CCTV and witnessed the technician removing the reservoir cap and replacing the cap, once he topped off the fluid.We notified [redacted] and advised her and offered for her to review the video, but [redacted] advised that her father would be in to review the video.

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 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: Pep Boys Auto Parts & Services performed an oil change (Mechanic: [redacted]) on Thursday October 10th, 2013. While lifting the car, he misplaced where to lift the car from the front and cracked my cars body on both sites. (He didn't use the correct lift points, p[redacted] of my cars body wraps slightly underneath the car.) They (Pep Boys, namely: [redacted]) did a Exterior Damage Inspection before having work done to my car, there was no damage to my car prior to the service, when I received my car after the service, the front of both sides are cracked. I have photos from before the service (no damage) and after the service (damage) as well as a copy of their exterior damage inspection which shows no damage prior to them working on my car. They denied liability, I called them a few days later explaining the situation, the manager [redacted] ([redacted]) wouldn't listen to my experience and said Pep Boys won't take liability.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like to have the front body of my car back to the state it was before they cracked it.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on October 22, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] came in for an oil change and was advised that he had damage after the technician did a visual inspection, the technician even asked **. [redacted] if he would like to come out and see, but **. [redacted] said no he was aware of the damage.

The service manager has viewed the CCTV and observed the mechanic pulling the car into the bay and lifting the care properly.

We find no wrong doing on behalf of Pep Boys and will not be responsible for any damage on this vehicle.

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:

The claims of Pep Boys are very much untrue. I do have photos from before their service, and after (right after their service) while showing them (the manager and the mechanic) the damage they've done. I also have a copy of the Customer Service Request (see attached) which is an inspection they do before they do any work on cars.

The section "Exterior Damage Inspection" is blank, thus, by their own mechanic's post-work report, he didn't see any damage. The next criteria he inspected was the tires "Measure Tread Depth in 3 spots across Tire: Inside, Center and Outside." He wrote up the current state of my ties on all 4 tires. At this point, his face is right next to the area of damage in question, he'd surely had to see if there were any damage, which there wasn't else he'd mark them up on the report.

Review: malpractice of professional evaluations from certified master techs.misleading information to manipulate customers to schedule for repairs not necessary due to whatever reasons maybe quotas or commission based pay.tampering with engine parts that have no issues(verified by 2nd mechanic not from pep boys) without acknowledging on paperwork in order to secure scheduled appointment worth $1600. furthermore to secure 10-11 hours of labor fees. did not find actually leak from coolant leak evaluation. which lead to blown head gasket and warped head completely destroyed engine. the master tech at pep boys misled me to believe he had pinpointed the exact problems:THERMOSTAT AND HEATER CORE where in need of repairs. he said he will bypass the heater core and he did bypass it without stating on work order. he then told me the car is drivable because of the bypass. and I should bring it in on sunday when he is on duty with no job scheduled. I didnot realize what was happening at the moment until I took it to another shop down the road the next morning after the blown head gasket occurred the mechanic at [redacted] found the source of the leak and I showed him my paperwork from pep boys he checked it out and started nodding his head after checking the paperwork and then the parts on my car. saying they were trying to scam me because of the fact I came in with problems and they couldnt find them. they decided to stiff me for repairs to make profit by doing bad business. which is why he tampered with my parts so i'd have to come back with no choice so that he could undo the bypass... all in all I have reached out to pepboys and the manager was hiding in the back because he saw me walking in the shop. the asst manager told me the manager is off today. and I said I just saw him over there and plus that I had talked to him on the phone 20 minutes ago. no budge. so I said then you could help me in my dispute he then tells me he is not even an asst manager and that he is deaf and stupid so he cannot help.

Product_Or_Service: COOLANT LEAK EVALUATION

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

A&S AUTO IS REPAIRING MY CAR ENGINE FOR $3000I WILL NOT LET PEPBOYS TOUCH MY CAR AGAIN MECHANICS ARE UNDER QUALIFIED AT THAT. THEY COULD NOT EVEN FIND THE PROBLEM AND THEN RIP ME OFF WITH THE EXTRAS.RENTAL FEES $487.76 AND CLIMBING.EMOTIONAL DISTRESS FROM CAR ENGINE TOTALING AND MOCKERY I HAVE RECIEVED FROM PEPBOYS MANAGEMENT WERE GOONLIKE ANTICS THEY TOLD ME TO F OFF. ASST MANAGER THREATENED ME "YOU'LL SEE WHAT HAPPENS WHEN YOU COME HERE WITH T

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] came in to our facility and stated his vehicle had an over heating issue.. The technician looked at the vehicle and recommended a heater core and thermostat, [redacted] declined these repairs. [redacted] was also advised that there was antifreeze on the floor of his vehicle.

The technician told [redacted] that he could bypass the heater core hose to stop the coolant leak and that he would not have heat if he by passes the heater core hose, [redacted] agreed to this.

We find no wrong doing on behalf of Pep Boys and will not be responsible for the repairs needed. Attached is a copy of the work order, under General Comments it clearly states [redacted] declined services needed.

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

0892_001.pdf

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: the master tech at pepboys lied for those repairs there was no leak on heater core nor was thermostat needed replacing. I was scheduled for sunday and I did not refuse repairs. I had 2nd mechanic from a local shop check my car when I blew engine I have mechanics note stating the very next day where the real leak was and that the heater core and thermostat is fine. I have replace engine since then and I still have the same heater core under my car AND I ASSURE YOU IT IS NOT OVERHEATING NO MORE. BEACUSE I HAD TOOK IT TO A REAL MECHANIC.

Regards,

Review: I brought my car in to this location for tire replacement and for timing belt replacement even though the car was running fine. A representative from this location contacted my daughter at home and proceeded to tell her that they thought it was a good idea to change the timing belt as the car had 50,000 miles on it and my daughter told them NOT to change the water pump as there is nothing wrong with it. The car was running fine and not overheating and not making any noise that would suggest that the car had any water pump issues. When my daughter called them this morning on my behalf to speak to a manager about the situation they told her the manager was not in. They clearly took advantage of my advanced age of 76 and when I came in to pick up the car proceeded to tell me that they changed with water pump without getting authorization from me to do so. This was clearly a an opportunity for them to take advantage of a 76 year old woman who knows nothing about cars. It is sad that a huge company like this could take advantage of the elderly.Desired Settlement: I deserve a refund for $350.00 which is what they charged me for the water pump replacement that I did not ask them to replace.

Business

Response:

Dear **. [redacted],

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

**. [redacted] came in and requested a timing belt replacement , along with four tires an alignment and an oil change. **. [redacted] was quoted just above $1100 dollars. After the vehicle entered the shop and the timing belt was being removed the tech suggested, we do a water pump with the service do to mileage.

We were going to remove the water pump to put the belt on. We advised **. [redacted]'s daughter serval times that a water pump should be replaced, due to the vehicle's miledge. We were told by her, that her mother and owner of the vehicle was unavailable. After the daughter stated that cost was the only reason her mother couldn't do the water pump was due to cost. We then made a decision as customer satisfaction for the technician to do the water pump and keep the bill at the same cost by giving discounts.

On the bill it states Remove and replaced water pump simply to pay our technician the time he deserves. We actually gave away about $450 of parts and labor. The mother was told late after noon that the water pump was being done at no additional cost and was okay with it at the time of service, since it was no additional cost to her. [redacted] was happy at the time the service was done with the exception of the car being completed at 5;30 pm instead of 3pm as promised, due to communication issues with the water pump.

**. [redacted] was quoted an amount for the services rendered and not charged any extra for the water pump. 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 her concerns.

Regards,

Customer Service Coordinator

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: On June 15, 2013, at approximately 10 a.m. myself and my husband completed our attemp to resolve our dispute regarding my vehicle with the Service Manager, [redacted]. Immediately following my departure from the Pep Boy location, at approximately 10:30 a.m. I contacted the Customer Service Department for Pep Boys and made a verbal complaint. I spoke with [redacted], reference number #[redacted]. [redacted] expressed that I should receive a response within 48 hours and if resolution cannot be reached then the area director would intervene.

I requested from [redacted] that all attempts to resolve this problem be through another individual versus Pep Boys directing the [redacted] location service managers to contact us. I make this request due to displayed behavors of dishonesty, apathy, and unprofessional communication and behavior from the Service Managers [redacted] and [redacted].

In summary of the problem:

On June 6, 2013, I received an estimate from service technician, [redacted], to have my rack and pinion replaced. I was impressed that the estimate was approximately 150.00 cheaper than what my regular mechanic quoted. I paid in advance for the rack and pinion as well as engine mount parts on June 6, 2013, in the amount of 548.00.

I scheduled for the rack and pinion and engine mount work to be done on Wednesday, June 12, 2013.

On June 12, Wednesday, I turned my car into Pep Boys at 7:30 a.m. It had been my plan to have major work done on my car and requested that my A/C be examined and requested an estimate to have A/C repaired. My A/C was not working for the past year. I had expressed to [redacted] on June 6, 2013, that the A/C was not working and hoped I could have it examined. He expressed that Pep Boys had A/C technicians that specialized in A/C repair. Later that morning, it was reported by [redacted] that the A/C dryer had a leak and that the A/C could be fixed. [redacted] was the mechanic. I authorized the labor costs and parts to have A/C repaired in addition to the rack and pinion and engine mounts being installed.

On June 12, 2013, Wednesday, that evening at 5:30 p.m. the repair of the A/C continued to be a challenge. Myself and my husband met and agreed with [redacted] to allow car to remain overnight for continued A/C repair. [redacted] was the mechanic.

June 13, 2013, Thursday , ,I consulted with [redacted] in the late afternoon, who informed me that I should have never been promised that the A/C could be fixed because it was far more evolved as a problem than his staff could handle. I drove my car home that evening. The engine mounts and rack and pinion work had been completed.

On June 14, Friday morning, on my way to work, between 7-7:30 a.m. I heard a loud noise driving on the highway ** that seemed to get louder when taking my foot off the gas pedal. When I arrived downtown, and came to the first stop sign and car was idling, the steering wheel column shook loudly and an unmistakable loud noise came from front of the car most noticeable when car was idling at a stop sign or stop light. I called and made a report of problem to [redacted] at 7:31 a.m. I had to take time off from my work to take car to the shop. I informed her I would bring in vehicle immediately. She indicated to me that she would participate in the test drive. I came to store and she shook my hand and introduced herself and informed me that instead [redacted] would participate in the test drive with me.

I was uncomfortable with this mechanic performing the test drive because he was the mechanic from the prior day that displayed an apathetic attitude and could not fix the A/C.

On June 14, 2013, between 8-8:30 a.m. I drove the car downtown with [redacted] and the loud noise from front of car and observation of the steering wheel shaking was observed and heard by myself and mechanic. I dropped my self off at my place of employment and gave him my car at 8:30 a.m. to take back to the shop. At no time during the test drive did the mechanic make a prognosis of the problem and at no time did he mention that he thought the problem may be stemming from the rack and pinion! He merely sat in the car and listend to what I was hearing.

Between 8:30 a.m. and 11:30 a.m. I received no call back from the store to inform me as to prognosis of the problem. I had indicated to [redacted] that morning that I was schedule to be off from work at 12:30 p.m. When I contacted her at 11:30 a.m. she informed me that the mechanic, [redacted], and informed her that he had told me during the test drive that the loud noise was due to "new rack and pinion parts being installed in the car" and "the sound may last for the next several months until parts adjust to the car."

I informed **. [redacted] that the mechanic had blatantly lied to her. I informed her that **. ** had never made any statements to me that the problem was stemming from the rack and pinion during the test drive. I expressed to **. [redacted] my serious problem with dishonesty entering into the equation of repairing my vehicle. **. [redacted] stated to me that **. ** "should have never told me what he had said" and stated to me that she would "take care of it."

On Friday at approximately 12:30 p.m. after I left work, I arrived at the store and spoke with **. [redacted]. First she asked me if she and I could take a test drive. I told her no the first problem was the mechanic's dishonesty. She expressed that she had not talked to the mechanic yet about his dishonesty. Then **. [redacted] shared with me that she had already test drove the vehicle and reported to hearing the loud noise from the front of car and that when foot was off of the gas pedal the sound seemed to increase. She reported that steering wheel column shook as well. She expressed that steering wheel column was also shaking. I informed **. [redacted] that her assessment was exactly what I had told **. ** and what he had heard himself. I was confused why a second test drive would be needed if she had already test drove the car and had already known that defective parts were in the car!

**. [redacted] then informed me that the rack and pinion parts were defective and had been installed into my car the day before. I was surprised and shocked. I asked her if the car had been test driven last night after rack and pinion had been installed and she responded, "No." She acknowledged that the test drive should have occurred.

I stated to her that I had been given my car under the false assumption that it had been repaired and that not only had it not been repaired, not been test driven after the defective parts had been installed, but that if I would have not persisted with demanding accountability then I would have had a car with defective parts unbeknownst to me and I would be driving around with no knowledge of the problem!

My husband then spoke with **. [redacted] and directed her to place my old rack and pinion parts into the car as the staff could not be accountable and the dishonesty and failure to communicate was outstanding.

After speaking with **. [redacted], my husband spoke with [redacted] the afternoon of Friday, June 14, 2013 and informed [redacted] to call him to provide a status report as to the car and when the car would be ready for pick up. [redacted] agreed to call my husband. [redacted] did not contact my husband. The car remained overnight at the shop.

On Saturday, June 15, 2013, morning, myself and my husband received no telephone call to inform us as to when the vehicle would be ready for pick up. At approximately 9:45 a.m. we arrived at the shop and was informed by [redacted], service technician, that the car was "not ready" and the car could be observed on the rack. [redacted] told my husband that they had been "busy" that morning, and that "other cars had to be serviced." My husband asked for [redacted] and told [redacted] that [redacted] had committed to calling him the day before and on Saturday no one had called him to provide an update. [redacted] stated, "I don't know nothing about that."

A few minutes later, My husband took a test drive with [redacted] in the vehicle.

Myself and my husband then met with **. [redacted] to dispute the charges and to discuss the problems that we felt we needed to address with her. I commented to her that one problem was the failure to contact us as customers last night and this morning to inform us as to the status of the car and to provide us the time when the car would be ready. **. [redacted] became upset and would not discuss the matter. She stated [redacted] was supposed to call your husband yesterday and then stated "I decided I was going to call you today when the car was finally done."

At no time could **. [redacted] acknowledge the failure to provide communication to us as customers.

She became angry when I attempted to discuss the invoice charges. I told her to settle down, and to speak to me with respect and professionalism as I was talking to her in a respectful manner. She turned away and began to work the register.

I asked her to provide me with an additional narrative on the last invoice so that it could be clear that a defective part had been installed into the car and with no test drive to identify the problem of giving me defective parts. She stated that she could not change the invoice that [redacted] had written nor could she add her narrative to include my request that the invoice clearly stated the problem. She stated to me regarding my complaint that I could "contact the bar."

I reported to [redacted] with the Customer Service complaint the inappropriate statement of being told to contact the bar by **. [redacted]. This is one example of unprofessionalism and inappropriate conduct.

At the minimum, I request a full refund, for the loss of time, the inconvenience of being without my vehicle for several days, for services paid for and failure to repair my vehicle, as well as defective parts being placed into my vehicle without your staff identifying that very serious problem. In addition, I have a grievance as to the dishonest mechanic that you are employing, [redacted].

I am in question as to whether my engine mounts are defective parts and whether the continued clinking and clanking sound in my vehicle is due to the engine mounts or due to the rack and pinion that was my original problem. I am driving in the heat with no A/C as I had been told my A/C could be repaired.

Any communication about my dispute can occur with my husband, [redacted], who can be contacted at his cell phone ###-###-####.

I am a Family Court Services Mediator with the [redacted] Superior Court where I have been employed for 12 years. I require my vehicle on a daily basis and had hoped I could for great service results from Pep Boys. The store location is very close to the courthouse I work at. After all, I even pre-paid for my parts and was excited that my A/C was going to get fixed. At this time, I have to take additional time out of my work schedule to get my car repaired.

I am considering filing this written complaint with the Chamber of Commerce and with the Revdex.com. Thank you for your time and consideration.

On June 15, 2013, at approximately 10 a.m. myself and my husband completed our attemp to resolve our dispute regarding my vehicle with the Service Manager, [redacted]. Immediately following my departure from the Pep Boy location, at approximately 10:30 a.m. I contacted the Customer Service Department for Pep Boys and made a verbal complaint. I spoke with [redacted], reference number #[redacted]. [redacted] expressed that I should receive a response within 48 hours and if resolution cannot be reached then the area director would intervene.

I requested from [redacted] that all attempts to resolve this problem be through another individual versus Pep Boys directing the [redacted] location service managers to contact us. I make this request due to displayed behavors of dishonesty, apathy, and unprofessional communication and behavior from the Service Managers [redacted] and [redacted].

In summary of the problem:

On June 6, 2013, I received an estimate from service technician, [redacted], to have my rack and pinion replaced. I was impressed that the estimate was approximately 150.00 cheaper than what my regular mechanic quoted. I paid in advance for the rack and pinion as well as engine mount parts on June 6, 2013, in the amount of 548.00.

I scheduled for the rack and pinion and engine mount work to be done on Wednesday, June 12, 2013.

On June 12, Wednesday, I turned my car into Pep Boys at 7:30 a.m. It had been my plan to have major work done on my car and requested that my A/C be examined and requested an estimate to have A/C repaired. My A/C was not working for the past year. I had expressed to [redacted] on June 6, 2013, that the A/C was not working and hoped I could have it examined. He expressed that Pep Boys had A/C technicians that specialized in A/C repair. Later that morning, it was reported by [redacted] that the A/C dryer had a leak and that the A/C could be fixed. [redacted] was the mechanic. I authorized the labor costs and parts to have A/C repaired in addition to the rack and pinion and engine mounts being installed.

On June 12, 2013, Wednesday, that evening at 5:30 p.m. the repair of the A/C continued to be a challenge. Myself and my husband met and agreed with [redacted] to allow car to remain overnight for continued A/C repair. [redacted] was the mechanic.

June 13, 2013, Thursday , ,I consulted with [redacted] in the late afternoon, who informed me that I should have never been promised that the A/C could be fixed because it was far more evolved as a problem than his staff could handle. I drove my car home that evening. The engine mounts and rack and pinion work had been completed.

On June 14, Friday morning, on my way to work, between 7-7:30 a.m. I heard a loud noise driving on the highway 99 that seemed to get louder when taking my foot off the gas pedal. When I arrived downtown, and came to the first stop sign and car was idling, the steering wheel column shook loudly and an unmistakable loud noise came from front of the car most noticeable when car was idling at a stop sign or stop light. I called and made a report of problem to [redacted] at 7:31 a.m. I had to take time off from my work to take car to the shop. I informed her I would bring in vehicle immediately. She indicated to me that she would participate in the test drive. I came to store and she shook my hand and introduced herself and informed me that instead [redacted] would participate in the test drive with me.

I was uncomfortable with this mechanic performing the test drive because he was the mechanic from the prior day that displayed an apathetic attitude and could not fix the A/C.

On June 14, 2013, between 8-8:30 a.m. I drove the car downtown with [redacted] and the loud noise from front of car and observation of the steering wheel shaking was observed and heard by myself and mechanic. I dropped my self off at my place of employment and gave him my car at 8:30 a.m. to take back to the shop. At no time during the test drive did the mechanic make a prognosis of the problem and at no time did he mention that he thought the problem may be stemming from the rack and pinion! He merely sat in the car and listend to what I was hearing.

Between 8:30 a.m. and 11:30 a.m. I received no call back from the store to inform me as to prognosis of the problem. I had indicated to [redacted] that morning that I was schedule to be off from work at 12:30 p.m. When I contacted her at 11:30 a.m. she informed me that the mechanic, [redacted], and informed her that he had told me during the test drive that the loud noise was due to "new rack and pinion parts being installed in the car" and "the sound may last for the next several months until parts adjust to the car."

I informed **. [redacted] that the mechanic had blatantly lied to her. I informed her that **. ** had never made any statements to me that the problem was stemming from the rack and pinion during the test drive. I expressed to **. [redacted] my serious problem with dishonesty entering into the equation of repairing my vehicle. **. [redacted] stated to me that **. ** "should have never told me what he had said" and stated to me that she would "take care of it."

On Friday at approximately 12:30 p.m. after I left work, I arrived at the store and spoke with **. [redacted]. First she asked me if she and I could take a test drive. I told her no the first problem was the mechanic's dishonesty. She expressed that she had not talked to the mechanic yet about his dishonesty. Then **. [redacted] shared with me that she had already test drove the vehicle and reported to hearing the loud noise from the front of car and that when foot was off of the gas pedal the sound seemed to increase. She reported that steering wheel column shook as well. She expressed that steering wheel column was also shaking. I informed **. [redacted] that her assessment was exactly what I had told **. ** and what he had heard himself. I was confused why a second test drive would be needed if she had already test drove the car and had already known that defective parts were in the car!

**. [redacted] then informed me that the rack and pinion parts were defective and had been installed into my car the day before. I was surprised and shocked. I asked her if the car had been test driven last night after rack and pinion had been installed and she responded, "No." She acknowledged that the test drive should have occurred.

I stated to her that I had been given my car under the false assumption that it had been repaired and that not only had it not been repaired, not been test driven after the defective parts had been installed, but that if I would have not persisted with demanding accountability then I would have had a car with defective parts unbeknownst to me and I would be driving around with no knowledge of the problem!

My husband then spoke with **. [redacted] and directed her to place my old rack and pinion parts into the car as the staff could not be accountable and the dishonesty and failure to communicate was outstanding.

After speaking with **. [redacted], my husband spoke with [redacted] the afternoon of Friday, June 14, 2013 and informed [redacted] to call him to provide a status report as to the car and when the car would be ready for pick up. [redacted] agreed to call my husband. [redacted] did not contact my husband. The car remained overnight at the shop.

On Saturday, June 15, 2013, morning, myself and my husband received no telephone call to inform us as to when the vehicle would be ready for pick up. At approximately 9:45 a.m. we arrived at the shop and was informed by [redacted], service technician, that the car was "not ready" and the car could be observed on the rack. [redacted] told my husband that they had been "busy" that morning, and that "other cars had to be serviced." My husband asked for [redacted] and told [redacted] that [redacted] had committed to calling him the day before and on Saturday no one had called him to provide an update. [redacted] stated, "I don't know nothing about that."

A few minutes later, My husband took a test drive with [redacted] in the vehicle.

Myself and my husband then met with **. [redacted] to dispute the charges and to discuss the problems that we felt we needed to address with her. I commented to her that one problem was the failure to contact us as customers last night and this morning to inform us as to the status of the car and to provide us the time when the car would be ready. **. [redacted] became upset and would not discuss the matter. She stated [redacted] was supposed to call your husband yesterday and then stated "I decided I was going to call you today when the car was finally done."

At no time could **. [redacted] acknowledge the failure to provide communication to us as customers.

She became angry when I attempted to discuss the invoice charges. I told her to settle down, and to speak to me with respect and professionalism as I was talking to her in a respectful manner. She turned away and began to work the register.

I asked her to provide me with an additional narrative on the last invoice so that it could be clear that a defective part had been installed into the car and with no test drive to identify the problem of giving me defective parts. She stated that she could not change the invoice that [redacted] had written nor could she add her narrative to include my request that the invoice clearly stated the problem. She stated to me regarding my complaint that I could "contact the bar."

I reported to [redacted] with the Customer Service complaint the inappropriate statement of being told to contact the bar by **. [redacted]. This is one example of unprofessionalism and inappropriate conduct.

At the minimum, I request a full refund, for the loss of time, the inconvenience of being without my vehicle for several days, for services paid for and failure to repair my vehicle, as well as defective parts being placed into my vehicle without your staff identifying that very serious problem. In addition, I have a grievance as to the dishonest mechanic that you are employing, [redacted].

I am in question as to whether my engine mounts are defective parts and whether the continued clinking and clanking sound in my vehicle is due to the engine mounts or due to the rack and pinion that was my original problem. I am driving in the heat with no A/C as I had been told my A/C could be repaired.

Any communication about my dispute can occur with my husband, [redacted], who can be contacted at his cell phone ###-###-####.

I am a Family Court Services Mediator with the [redacted] Superior Court where I have been employed for 12 years. I require my vehicle on a daily basis and had hoped I could for great service results from Pep Boys. The store location is very close to the courthouse I work at. After all, I even pre-paid for my parts and was excited that my A/C was going to get fixed. At this time, I have to take additional time out of my work schedule to get my car repaired.

I am considering filing this written complaint with the Chamber of Commerce and with the Revdex.com. Thank you for your time and consideration.

Business

Response:

Dear **. [redacted],

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

We met with [redacted] and came to an agreement that if the customer has the mounts replaced and returns our motor mounts, we would refund the complete work order.

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: [redacted] Regarding: Mazda 6 2004 This is a sworn statement regarding my vehicle Mazda 6 2004. On March 30, 2013, I was driving my vehicle. When I notice every time I came to a complete stop at a light or stop sign my car was idling up like its going to cut off. I made it home and my vehicle shut off in my driveway. I thought it was the alternator or starter. I contact a mechanic and explained the situation to him. The mechanic ask me to bring in. I drove about 2 miles from my house the vehicle cut off again and wouldn't start. I had to get a tow truck to tow the car to the [redacted]. I was told by the mechanic I had no oil in my car. I got an second opinion as well by [redacted], there mechanic said the same thing. no oil in the motor. I had my vehicle oil change at Pep Boys on February 12, 2013. My oil should not have ran out of my car in a months time. Both mechanic checked for oil leak, and both mechanics say there no oil leak found. I check my driveway and no oil found in the driveway.Desired Settlement: DesiredSettlementID: Replacement

This is my only transportation, I am requesting Pep Boys paid for the damage that was done to my car. I had to tow my car, I am requesting my towing fee to be paid. I need the repairs as soon as possible. I am in the military I go on leave once month. I need my vehicle to tavel to my destination.

Business

Response:

Dear [redacted],

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

The Area Director personally reviewed the Closed Circuit TV and reviewed the oil change done on [redacted]'s vehicle. The tape clearly shows the technician putting oil in the vehicle, then turns the vehicle on, test dipstick then goes and gets more oil. He puts more oil and rechecks the dipstick.

The oil levels were good and the technician than checks under the vehicle for leaks. [redacted] has been advise that he can return to our facility and review the Closed Circuit TV

Pep Boys is not responsible to the engine in [redacted]'s vehicle.

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

Regards,

Customer Service Coordinator

Review: I took my 2000 Honda Civic to PepBoys on Sunday, November 3rd. The three issues with my car were:1. Tire air pressure check, alignment, and rotation2. Brake check3. Creaking noise when stopping and starting, and turningOn Sunday, November 3rd, I was informed that my rear brake drums needed to be replaced, along with both of the front and rear upper and lower control arms. I was told that my car would be ready on Monday, November 4th at about 2:00 pm.However, on Monday, November 4th, I received two phone calls from the store manager stating that the wrong parts were delivered twice. So, I went to the store to wait. However, a third order had to be made, and I was told that I would not be able to pickup my car until Tuesday, November 5th.The store manager made a comment to me that the third part order was for the "whole box" of parts (i.e., so that the wrong parts would not be delivered for a third time) at "no cost to me." Why would there be a cost to me? I did not order the parts. I did not deliver the wrong parts.Furthermore, the manager made a call to Budget Rent a Car for me because I needed a car for an appointment on Tuesday, November 5th. Remember, I was originally told that my car would be ready on Monday, November 4th. The manager said that Budget would give me a good rate. Since the part ordering situation was not my doing or fault, why would I have to pay for a car rental, even at a good rate? The manager should have paid for the car rental for me. However, that did not happen, and I had to pay $56.66 for a two day car rental.Moreover, when I did pickup my car on Tuesday, November 5th, I was told by a store representative that my car is just like new with no noise. However, as soon as I drove my car off of the store premises, it made an even worse sound than before PepBoys worked on it. In addition to the "creaking" sound, there was now a "wooing" sound emanating from the car's rear. Thus, I paid $1,199.23 for bad customer service, inefficiency, and poor work.

Product_Or_Service: Car service and repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

A letter of apology and a legitimate check (i.e., not a fake one) for $500.00.

Business

Response:

Dear **. [redacted],

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

We were never given the opportunity to validate **. [redacted]'s concerns after the repairs were made. The store manager offered to take the vehicle to the dealer at our expense and have any repairs done at our expense, **. [redacted] declined our offer.

**. [redacted] also declined the managers to drive his vehicle to validate his concerns. Without validation, we are declining the request for a refund.

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

Regards,

Customer Service Coordinator

Review: I went to Pep Boys on Friday afternoon to get a battery replacement and an oil change. It took over 3 hours. There was nothing wrong with my car, except that I needed a battery. An employee, [redacted], SHOWED me a part of my car and told me that it was my oil filter and that there was "sludge" on the housing of the filter. He said that in order to replace the oil filter, he may have to break the housing. He said it was a dealer part and that if he broke it, I would have to call the dealer and have them deliver the part to me. I told him that I needed to call a friend and ask about this because I don't know a lot about cars. I also told him that I was giving a party to my son at his school and that I would really like them to hurry up because it was my son's first school party. I had been waiting for an hour at that time. I talked to my friend, who told me that that sounded weird to him and that I should tell them not to do the oil change. I told [redacted] not to do it if he thought he was going to break anything. He said that it was fine, they had already started it and that he didn't break it. Two hours later, I went to pay for my services. [redacted] told me that my $108 battery would cost $110 to install. I told him that he did not say that when I asked about the cost of the battery. [redacted] said that "since he didn't tell me the cost upfront, he could do it for $50". I looked at the time and realized that I only had 30 minutes to get to my son's party. I was so upset that I didn't speak because I didn't want to curse at [redacted] and this horrible service. It's Lent. [redacted] said that he would only charge me $37.99. He said that that was the rate that they charged to install any battery. My friend called me and told me that he called another Pep Boys and they said that the rate to install a battery was $17.00. When I told [redacted] this information, he responded that 37.99 was the rate for Mercedes and $17 was the rate for non-Mercedes. Again, I wanted to get to my son's party and I was very angry. I did not want to yell, curse and/or scream, so I stood silently as [redacted] lied to me and under estimated my intelligence because he had just MINUTES before told me the rate for a Mercedes was $110 and a non-Mercedes was $37.99. I paid, left, and vowed never to go to that Pep Boys again. After I missed my son's party for a service that should have taken an hour, but took 3 and a half hours, I wrote a negative Yelp review in order to warn others from being cheated. This shows the dishonesty of this particular Pep Boys.

On Sunday afternoon, as I was driving home from my church in Long Beach, my car starts shaking and I hear knocking, then my car stops in the middle of the 405 freeway. I have to get my car towed to a mechanic. First, the mechanic checks my oil level. When he takes the dipstick out, the oil all the way at the top of the dipstick and it is clear, even to me, that there is old oil mixed in with new oil. He tells me that there is too much oil in the car and asked me if I was "SURE" that I had an oil change on Friday. Then the mechanic takes the engine cover off of my car and tells me that my oil filter was not changed. He shows me the dirty oil filter. This was a COMPLETELY different part than the item that [redacted] deceptively showed me and claimed to be my oil filter . Either [redacted] and [redacted] (the Pepboys Mechanic) were incompetent or completely lying to me because my filter was not changed and MOST IMPORTANTLY my oil was not drained, which caused damage to my previously undamaged engine. Now, as I look at the paperwork closely, I noticed that they wrote "not sure if theirs any damage internally" about my engine. I KNOW now that they wrote that because they know they didn't drain the oil or change the filter, I don't understand why, but they know I didn't have any "check engine" lights on before I came into the Pep Boys and it's not a coincidence that my car stops 2 days after them "not" changing my filter while I'm driving 100 miles, which I have done every single Sunday for the past 4 years.

The real mechanic that I had my car towed to did a real oil change to see if that would rectify the problem. It didn't because Pep Boys filled my car with oil without completely draining the old oil. He said that I need a new engine. He recommends a used engine, since the car is 10 years old and he said that he can do it with Parts & Labor for about $2200.

I don't understand why they wouldn't just do the work properly and/or just say they don't know how to do an oil change on this car. My friend suspects that they didn't have the filter in stock, but whatever the reason, I know that it is NOT ACCEPTABLE for me to have to have an unexpected $2200 bill because of their negligence.

I called customer service, but after I saw all of the negative reviews on [redacted], I decided to contact Revdex.com too because I think I may need to get an attorney involved if this is not handled promptly.Desired Settlement: I would like Pep Boys to pay for my engine to be fixed PLUS my rental car until the engine is fixed. I do not want Pep Boys to do the work. I do not trust the company and will never go there again, however, I know that it has to be illegal for me to come in for a $80 oil change and leave out with a $2200 engine problem.

Additionally, I want Pep Boys to pay any work caused by their employees negligence, so if the real mechanic fixes it and it cost 2200.33. I want Pep Boys to pay the addition 33 cents. It's only fair.

And I want to know how much Pep Boys charges to install a battery and I would like the difference from the $37.99 refunded to me.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 13, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] came in to our facility and requested an oil change done and to check the battery. After doing a multi point inspection, we note that the tires need to be replaced. We than proceeded to do the oil change, first drain the old oil, second replace the oil filter. When we open the oil filter housing we notice that the oil filter was filled with oil sludge and it was hard to take off.

We brought [redacted] out to the shop to show her what kind of situation her car was in and also advised that if the filter wasn't going to come off that there was a possibility that the oil filter housing may need to be replaced.

We went ahead and cut the filter off, and were able to still use the housing. We still have the old filter and a picture of the filter ,something we sometimes do , because we know that oil that dirty and filled with sludge is harmful to the engine,

Because of the bad situation with the dirty oil, filter, sludge, we took a picture of the filter and advised [redacted] and noted her work order, that their may be internal engine damage.

The issue with the cost of the battery installation was, because of the type of vehicle she has it cost more than the average vehicle, but as customer satisfaction we gave her the lowest price of $37.00.

Two days after the oil change, [redacted] opened a complaint to our corporate office stating that we damage her engine. The service manager [redacted] called [redacted] and she stated that her car starting making noise and she had to take it to a mechanic and now mechanic wants to charge her $2200, for the replacement of an engine. she stated that the mechanic check the oil dip stick and the vehicle did not have any oil in it.

I advised [redacted] that her vehicle did not have a oil dip stick and that the oil was monitored by the vehicle's computer in the instrument cluster and that there was no way that we didn't put enough oil in the car because the system in the car would have alerted us that the oil was low. [redacted] then she changed the story, saying that the mechanic said that we put to much oil and mixed old oil and new oil, [redacted] than explained to [redacted], that she was telling him two different things. [redacted] than stated she was going to hire an attorney.

It is clearly noted on the work order, that there may be Internal Engine Damaged and [redacted] was also advised of that.

Pep Boys will not be held responsible for the replacement engine or any refunds.

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:

I have a $2200 bill due to their negligence, the expense of a rental car that I

have had to have for the past two weeks in order to get to work, so at the very

least, I expected a refund the money that I gave them for the incompetent oil change

that they performed, which damaged my engine.

This is an example of PURE FRAUD or PURE INCOMPETENCE on the

part of this business. There were many discrepancies in the statement,

however since they claim to have a picture and the actual filter; I would like

to see it. My mechanic also has the filter that was not replaced.

Additionally, the part that the worker at Pep Boys showed me was NOT my

oil filter. When the mechanic who fixed my car showed me the actual

filter, it is very clear that the parts are not the same. The district

manager at Pep Boys said that they have "video" of that interchange,

so I think in an effort to get to the truth, Pep Boys should let me see the

pictures and the video.

Since there are so many discrepancies in the Pep

Boys response, I have just cut and paste it below. My responses are in red.

Dear [redacted]

We are in receipt of the complaint sent to our

office by [redacted] dated March 13, 2013, We would like to apologize to

[redacted] for any inconvenience she may have experienced at our facility.

[redacted] came in to our facility and

requested an oil change done and to check the battery. I

actually requested that the battery be changed.

After doing a multi point inspection, we note that the tires need to be

replaced. The tires have absolutely nothing to do with this issue, yet

every employee seems fixated on them. Maybe if they paid more attention the oil change, which I

requested and not the tires, they could have performed it correctly. We

than proceeded to do the oil change, first drain the old oil, Here

is where the problem came in, they did not drain ALL of the oil. They may

have drained some of it. Maybe it was taking too long. Maybe there

was too much sludge, but all of the oil was not drained, in the event that

there was too much sludge to drain the oil properly, then the mechanic should have

informed me of this. This is where the negligence comes into play. If all

of the oil had been drained, I wouldn't have $2200 bill for a new engine right

now. second replace the oil filter. The

oil filter was not replaced. The mechanic who fixed my car kept the old filter.

I don't know why they wouldn't replace it, either they didn't have it in

stock or they didn't know what they were doing, but it wasn't replaced. This is

easy to prove. When we open the oil filter housing we notice

that the oil filter was filled with oil sludge and it was hard to take off.

We brought [redacted] out to the shop to show

her what kind of situation her car was in and also advised that if the

filter wasn't going to come off that there was a possibility that the oil

filter housing may need to be replaced. The part that the technician showed me, I later found out,

was NOT the oil filter. I told him that if he thought that he was going

to break anything on my car, he needed to STOP working on it. I told him

that I needed to call my friend. Before I could finish my phone call, the

technician said that they had successfully replaced the oil filter.

We went ahead and cut the filter off, and were

able to still use the housing. We still have the old filter and a picture of

the filter ,something we sometimes do , because we know that oil that dirty and

filled with sludge is harmful to the engine, Not draining

all of the oil and filling it with new oil is harmful to an engine too.

I'm not a mechanic, but I'm learning that lesson from Pep Boys

negligence. I would like to see the filter and the picture, since I have

both too. One of us is blatantly lying. My picture is attached.

Because of the bad situation with the dirty oil,

filter, sludge, we took a picture of the filter and advised [redacted] and

noted her work order, that their may be internal engine damage. I

absolutely was NOT advised of this though later I noticed something about my

engine on the work order. I don't have

it in front of me, but since I didn't have engine damage BEFORE I got to

Pepboys. I think that they wrote that knowing that they had not changed my oil

filter or completely drained my oil. It is clear from the complaints from

others that this location has a history of fraud and incompetence. Again,

I WAS NOT advised verbally of any damage to my engine.

The issue with the cost of the battery

installation was, because of the type of vehicle she has it cost more than the

average vehicle, but as customer satisfaction we gave her the lowest price of

$37.00. You can call any Pep Boys right now and they

will tell you that the battery installation is $17. There is no way that

anyone would agree to pay $110 to install a $108 battery. Although I have

a Mercedes, it is the kind where the battery is in the front of the car.

It's not a special or intensive job. I have had the battery changed

before and have NEVER been told that it was labor intensive, until now -

another coincidence, I don't think so. Of course, they did not tell me the

price until AFTER they had installed the battery. This is a horrible

business practice used to take advantage of a lot of young women. I never

thought that it would happen to me, but clearly it did. Facts are facts!

When I called, I was told that it cost $17 to install, but when I was in

the store, it cost, $108, then $50, then $37. It's free at [redacted].

Horrible customer service. Horrible!

Two days after the oil change, [redacted]

opened a complaint to our corporate office stating that we damage her engine.

The service manager [redacted] called [redacted] and she stated that

her car starting making noise and she had to take it to a mechanic and now

mechanic wants to charge her $2200, for the replacement of an engine. she

stated that the mechanic check the oil dip stick and the vehicle did not have

any oil in it. This statement is

incorrect. I stated that on my way home from church, my car started

making noises and stopped in the middle of the 405 freeway. I was alone

with my 2 year old son stuck on the busiest freeway in [redacted]. I had

to have a friend come and get me and use her [redacted] in order to have my car towed

to the nearest shop, which by the grace of God was opened on Sunday. The

mechanic, a Mercedes specialist, checked the oil with the dip stick and he said

that there was TOO MUCH oil in the car. He asked me when was the last time I

changed my oil. I told him Friday. He said he could tell from color

of the oil on the dipstick that there was new oil mixed with old oil. He

checked the filter and told me that the filter had not been changed. I took a

picture (attached).

He said that he hoped there was no engine damage. This was on

Sunday. On Monday, he changed the oil. He said that the oil HAD NOT been

drained properly and since there was too much oil in the car and since I had driven

so far that the oil had gotten into the engine. He said that if the Pep

Boys mechanic was competent he would have done an engine flush if they saw that

there was so much sludge. I

personally think that this should have been suggested to me instead of them

worrying about my tires. It is his opinion as

a professional mechanic, that the faulty oil change given by Pep Boys caused my

engine damage. He said that I needed a new engine. He recommended a

used one and said that he could install it for $2200. I got a second

opinion from another mechanic and got the same recommendation for a used

engine, but at a higher price.

I advised [redacted] that her vehicle did

not have a oil dip stick and that the oil was monitored by the

vehicle's computer in the instrument cluster and that there was no way that we

didn't put enough oil in the car because the system in the car would have

alerted us that the oil was low. So either, he is lying or

he forgot what he said or he simply wasn't listening. Clearly the problem

was not that there was no oil in the car, so why would I have a conversation

about this? [redacted] then she changed the story, saying

that the mechanic said that we put to much oil and mixed old oil and new oil,

[redacted] than explained to [redacted], that she was telling

him two different things. [redacted] than stated she was going to hire an

attorney. Facts are

facts and they can't be changed. Either you have pictures and video

proving your work or you don't. The problem here is that instead of

approaching the situation in a way where they could rectify the problem they

caused, they approached it in a way where they want to prove that I'm

"changing my story"(lying). The reality is that I didn't have any

engine problems before I went to Pep Boys and now I have to have my entire

engine replaced. It bothers me that the way this is written implies that

I'm making things up in order to get something that I don't deserve. Anyone in

my position, dealing with these dishonest people with a mechanic telling me

that Pep Boys negligence caused my engine damage would be upset and complain. The

mechanic has nothing to gain from telling me that. I have to get the

engine fixed in order to drive the car, so it doesn't help him to point the

finger at Pep Boys. I think I've been calm and respectful when dealing

with this company throughout this stressful and financially challenging

situation. They have not been the same to me. All they have done

from the beginning is try to tell me why I'm wrong without any investigation.

It is clearly noted on the work order, that

there may be Internal Engine Damaged and [redacted] was also advised of that. I

was not advised of that. Since they

have the video, it should be crystal clear that I did not read the work order

before leaving the store. I signed quickly because I was trying not to

scream at [redacted] for lying to my face and cheating me on the battery

installation. I was also trying to rush to get to my son's birthday

party, which I missed.

Pep Boys will not be held responsible for the

replacement engine or any refunds. The district manager who I spoke to said over and over that he had the a VIDEO of the work being done on my car. I would like to see it. He said that he watched, then "changed his story" to he didn't watch it completely when I began asking questions. Please publish

this, so that other women will not be taken advantage of. I will be filing a

scam report on this store with the City of [redacted].

We apologize as well as thank [redacted]

for allowing us the opportunity to address her concerns. A better thank you for me would be 1) empathy and 2) to

actually see the pictures and video of my car being worked on. I would

bet money that it will magically disappear before we get to court.

Regards,

Customer Service Coordinator

Regards,

Review: I dropped my [redacted] off at this location Friday 10/24/2014 at aprox. 9am with what I believed was a blown gasket. My wife's care was leaking alot of oil. A few hours later the service desk called and confirmed that there was a gasket leak, a water pump leak and the timing belt needed to be replaced.

I asked how much that would be and he told me $3,000 I obviously dont have that that kind of money on hand so I took out a line of credit foe $1,800. I asked that gentleman if the leaks could be fixed with in my budget and he strongly affirmed me they could. I also told him I needed the car if possible by the end of the day due to the fact that I am a night shift officer and my wife works the morning shift. He told me they could have it completed same day.

Later on he called me and said the car could not be completed and just needed one more day. I told him I would try and make ride arrangements, having to wake my 1 year old son up at 6am to take him and my wife to work.

I did not hear back from him until saturday at 5pm, I missed his call and called back 10 mins later and he was gone and no one knew anything about my car!

Later a voice mail popped up and it said that the car wouldnt be ready until tuesday!! We tried to make ride arrangements and had to get my mother in-law who was just diagnosed with melanoma the previous day to drive all the way to our house and let my wife borrow her car, putting my mother in-law out of work for that day, thus losing income.

On my way to work at 5:00pm, brought my wife and 1 year old son to the store to pick the car up since they said it would be ready. Upon our arrival to the store, they told me the car still wasnt ready and that they broke some sprocket gear or something and the car wouldnt be ready for a few more days!

I spoke with the manager and he told me to drive to the rental car place and they would reimburse me. I informed him that I was on my way to work and did not have time to stop at the rental car place and further more I would not pay for a rental car and wait to be reimbursed. He told me that they could put it on their bill. The manager then went outside and started talking to the mechanics for over 5 minutes. I again informed them I had to leave for work because again I am a night shift Lt. and I had other officers to supervise.

I ended up being ignored and had to walk out.

Finally Wednesday I received a call saying the car was finished. I went with my wife and son on thursday morning about 10am and upon driving the car home the engine light came on and there was hissing under the hood. I turned around and took the car back. They then proceeded to tell me that the air compressor was going on and another sensor broke.

NONE of these problems existed previous to taking my car to your shop. They said all they could do is give me 20% off my bill and a free oil change. This is absurd! I now have a $1,500 bill (that I had to apply for your line of credit) for a car this is still broken, and things are broken now that weren't before. The shop said: "we can fix them and give you a discount on the service." Why would I spend MORE money when I was told this would be a 1 day job which turned into a week long problem. Why would I pay more when they broke my car.

This problem needs to be resolved!Desired Settlement: There is no reason I need to pay for the service provided when the work you did broke other parts.

Business

Response:

ear [redacted]

We are in receipt of the complaint sent to your office on October 12, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The store is working with [redacted] on the repairs that are needed.

We 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: Went in for wheel alignment on March 20 2014, discovered all radio stations de- programmed then discovered horn no longer working. Manager there was no help. Called corporate and had an area director assure me TWICE that this would be taken care of, however, they went back on their word broke their oral commitment to me. Horn still not working.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Have my horn repaired as agreed to by Pep Boys.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 15, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted]'s claim was investigated by the CA B.A.R and closed. Claim was unfounded.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I received an oil change at Pep Boys on the 8th of May. Once I got home I checked under the hood of my car and noticed that the engine splash pan had been removed and not placed back on after the oil change. I called the Pep Boys location and spoke with a manager who told me that they did not see a splash pan in the service pit. I was told I should come back in the morning to look for it.Desired Settlement: I would like to have my engine splash pan placed back on my car, its very important to have it as it prevents debris from getting into the engine area.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **. [redacted] dated May 19, 2014. We would

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

our Pep Boys facility. **. [redacted] returned to our facility and reviewed the CCTV

video. The video confirms **. [redacted] did not have an oil splash pan on the

vehicle when at our facility.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards,

[redacted] Customer Service Coordinator

Review: On 3/4/13 Monday morning I noticed my car wasnt shifting into gears correctly. After browsing online it seemed as though it was something w/ the transmission. I called pepboys around 10:15 b/c they were the closest location to me & they had done work on other cars my family & I had. I called & spk w/ the parts manager [redacted]. I explained my situation and asked if he could ck the fluid, maybe the problem is something simple & he replied he could check the fluid, no charge. I went over & when he opened the hood he realized the dip stick was missing. Stated he couldn't ck the transmission fluid but call the dealer could, why dont I give them a call and ask. Stated they may charge me & if they did come bk & he can put a solution called Lucas Stop Slipage fliud in the car for me. I went bk home and after speaking w/ [redacted] Dodge they quoted $120. I went back to pepboys about 10:45 and adviced [redacted] of the conversation I had w/ the dealer. I then purchased the fluid and was told by [redacted] to drive the car around back. A few minutes later an associate name [redacted] came out and asked me to explain the problem to him. I explained & pooped the hood for him. He then proceeded to pour the solution in the transmission fluid hole. I asked how would he know the amt. to pour in and would it over fill? He replied it shouldn't be a problem once the solution works it way thru the transmission. After he finished he noticed I needed tires on my car. I replied yes I do, how much for four? He said come inside and i'll give you an estimate. As I pulled away from around back & proceeded to park. I noticed now the car is vibrating, shaking, running loudly and the rpm is reving high w/ the car in park, the traction light and electrical throttle light is on. Which is the total opposite of what the car was doing before I took it there. The only light that appeared on the dashboard previously was the ESP light which stands for electrical system progarm. I go inside and inform [redacted] of the condition of the car. He called [redacted] over and we discussed the issue. [redacted] took the keys to test drive the to see what I was talking about, so I waited in the waiting area. [redacted] returned minutes later and said the car is runnin fine. I replied are you sure b/c just moments ago it ran like it wanted to cut off. I took the keys, tipped [redacted] $5 and walked out. I was followed home due to the current conditions of the car after the solution was poured in just in case their was a malfunction w/ the car. After reaching home I called back & asked for [redacted] who was unavailable @ the moment so I spk w/ [redacted] again. I told him I dont know what he felt when he drove the car but it barely reached 20 mph and its making the same noise and the lights are still on the dashboard. He then put [redacted] on the phone who says just let the car sit and let the solution work its way thru the transmission. I said ok and I waited until 3pm that evening before I drove the car again. When I started it, it sound the same and when I drove it up the block and back it drove the same. I then called bk to spk w/ [redacted] who was unavailable so again I spoke w/ [redacted], I then asked can you guys do a diagnostic test for me to see what the issue is? He replied no we can't and I said why not? He stated b/c they don't do transmission work. I replied, what do you mean you dont do transmission work. He stated you'll have to take it somewhere else that specialize w/ transmissions. I replied but you must be joking, I just purchased transmission solution from you that was put in the car and now your telling me this. I replied, ill call back and speak w/ [redacted] So now im annoyed and extremely upset and inconvenienced due to their lack of knowledge, & suggestions to help w/ an issue they dont provide service for. For the last time I called bk and asked to speak w/ [redacted] and I was told that [redacted] had left for the day.Desired Settlement: I would like for pepboys to fix the problem they created or pay for my vehicle to be fixed due to there negligence. First off as a company or an associate of a business, if a customer calls your business and explains a situation w/ there car and you don't perform that service it should be advised immediately. You should not provide anyone w/ an option to a problem that your company wouldn't know the solution too. It was bad judgement & absolutely disgraceful. Technically speaking the associates went off of there gut feeling as to what they perceived would help. An although I was not charged for there assistance they supplied and poured fluid into my vehicle w no knowledge or skill. Now after the vehicle is running poorly, due they choose to inform me that there business does not perform transmission work, which is unacceptible.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 05 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

On March 4, 2012 [redacted] arrived at our service desk asking if we had an idea about what could be wrong with her car. After she explained to us she was having transmission problems we informed her that we do not perform diagnostics on automatic transmissions without an engine light code. I advised she either take it to the dealer or to a shop that specializes in transmission repairs.

We suggested that we could check the fluid level on her Dodge Charger. After opening the hood we saw the transmission dipstick tube/filler neck and noticed there is a cap on the tube that says for service see dealer. They do not equip this car with a transmission dipstick and you have to go to the dealer so that they can use there dipstick to check the fluid level. We advised her to do so and if they were not going to be able to do anything today, then come back and we will try a bottle of lucas transmission stop slip, to try to temporarily eliminate the problem, until she can have it checked out.

[redacted] drove down the road to the dealer and came back stating they wanted to charge her $120 dollars to check the level and to start on the diagnostics. Also that this would take some time. She then arrived back at our store telling us about the dealer. As we advised earlier, We would try to put in the bottle of lucas transmission stop slip.

[redacted] than put in the complaint, we tried contacted [redacted] so that she could return to our facility and we would drain the fluid. [redacted] had a transmission problem when she came to our facility.

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

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

Regards,

Customer Service Coordinator

Review: I had my wheels taken to the [redacted] pepboys sometime between July and August of 2013 to have tires put on them. They told me that there was a special going on that allowed a customer to receive a rebate on four tires purchased...which I did. All I had to do was buy the tire package, receive the rebate number( or whatever they give on your receipt) and then go to their website and fire the rebate. At this point I merely needed to wait on the rebate to show up in the mail.

So I waited, checked back with the site tracking on my rebate, waited some more, checked some more, and waited once again. About two months go by and the site shows that my damn rebate is delivered somewhere other than my address. I'm at this point too pissed, too exhausted with waiting, and too fed up with being screwed over to care, so I let it go. Then I thought to myself, "that rebate was the worth of a free tire, and an expensive one at that!". So I decided to spend as little energy and simply email them asking where the hell my rebate was; this was three months later....I got no response. At this point the holidays are here, I'm set to deploy overseas, and this shoddy company practice is THE ABSOLUTE last thin on my mind. Now, hiweer , I'm fighting back. I want my rebate. I don't even have my receipt its been so damn long. They will have my name in their system, and that's all I need. But I want more than that for the stress they cause my person, and the poor customer service displayed through their website!Desired Settlement: I demand the cost of the rebate immediately delivered to me, as well as any service related charges that were brought against me for the installment of the four tires. If that is deemed impossible to them, I want the price of ALL FIUR tires returned to me by principle of ignorance and failed customer service.

Business

Response:

Dear [redacted],

We are in receipt of the complaint

sent to your office by [redacted] dated May 5, 2014. We would like to

apologize to [redacted] for any inconvenience he may have experienced with his

rebate.A card was

issued to [redacted] in October of 2013, that was returned as undeliverable

and then expired.

[redacted] called us on 5/9/2014, and was offered

a gift card in replacement, which will be mailed to [redacted],

VA [redacted], unless other wise instructed.

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