Pep Boys

Review: I purchased tires online at Pepboys.com and they had a promotion of "buy three tires, get the fourth tire free after mail-in rebate". I purchased the selected tires eligible for the rebate, read the terms and conditions, and sent in my order along with my credit card information. I had my tires installed on April 19, 2013 and the sales representative told me how to do a rebate online. A few days later I get an update saying my rebate was non-compliant since I did not purchase a road hazard warranty. The website said it was included. When I called the customer service and spoke to not one, not two, but three managers to see if I can get a rebate. All three of the managers said without a purchase of the warranty I am not receiving a rebate. I told them it was included, but they did not see a warranty purchased on my receipt. I was on the phone with them for an hour trying to resolve this problem. All they kept repeating was the same thing: No warranty, no rebate. They had also said it's the store's problem for not including the warranty and I would have to pay $40.00 for the warranty. They mislead, did not help, and refused to offer a warranty through them. If the store made a mistake, why am I being penalized?Desired Settlement: I would like a refund of $72, which would be my rebate not to buy a warranty that was supposed to be included, which says in the terms and conditions that it is included.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated April 26, 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 her to provide us with the location of the Pep Boys she visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator

Review: I took my car in for service because my car was over heating and the fan stayed on after the car was turned off. They said it was radiator and hoses and it cost around $800 and I had to bring my car right back because it was doing the exact same thing.

They looked at it and was going to charge another $130 to fix it again. They spent 4 hours working on the car and said the fan was fixed and they was trying to take out the freeze plug around the engine and they even showed it to me in person. They later said they can't fix the problem and that I should take it somewhere else.

The place they were referring me to was closed and was farther than my house was. I ask if I can still drive the car and they said yeah of course. On the way back home which is under a mile from the store my car started heating up again. They said they fixed it.

The next morning I took it to the mechanic that is literally 50 feet from my apartment and the car just stopped in the middle of the street and had to be pushed to the shop. The mechanic said that the engine is blown and that its missing the freeze plug which was the same one that pep boys took out and showed me the day before. So there was no plug put back in and destroyed the whole engine. The mechanic said it would cost under $3k to fix and he gave me the statement and estimate. My car has been at the shop for almost 3 weeks now.

I have called Pep Boys everyday since and they have been giving me the run around. I even called corporate to file a claim and I faxed the estimate in like they said. I must have called 20 times and left countless voice message and no call back.Desired Settlement: I just want them to either give me money for my car, fix it if they can, or at least give refund on radiator and other work that they did which didnt solve the problem and money for damages.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 19, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

Our claims department is handling [redacted]'s complaint.

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

Regards,

Customer Service Coordinator

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 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: 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: 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: Brought vehicle in for diagnostic, due to engine running rough. They called me and informed me that is was a misfire on cylinder 5 and that I need new plugs wires and coil. I asked rep from pep boys if they were capable of preforming such a repair on my vehicle. Not once but twice I was assured that it was routine repair they were more then capable of completing it. A few hours later I was informed that their master tech broken the plug and they were unable to fix the problem and that I should contact another service center to preform the repair. upon hearing this news I became quite upset and requested that since the issue at hand had gone from my truck running rough to undriveable, after discussing the issue with the service manager, he suggested that its something that happens and it wasn't an issue they had to deal with. At that point I suggested that since it was their service center that claimed they could complete the repair, they should have done so or at least informed me from the beginning they lacked the training, skills and tools to resolve my issue. The service manager suggested that I pay for a tow truck to another service center that was capable of fixing the problem on top of paying for the so called repairs they completed. I'm not one to fly off the handle but at this point i'm being told they caused the issue to become worse then what I had originally brought my vehicle in for. I agreed to pay for the evaluation that was originally scheduled and that they should have my vehicle towed to a service center capable of fixing my original issue and the one they had created. I wasn't looking for anything free or special treatment, I was just looking to do the work that is needed and they claimed could be done. Not being a mechanical person myself I asked if there was an alternative way to resolve the situation so that they fulfill the expectations they set and I have a running vehicle once again. Once again I was told it wasn't their issue to deal with and that I should call another service center. It's possible that i'm way off the mark on this one but to me that seems reasonably fair, it isn't as though I was asking them to foot the bill or that I was looking for something for nothing. I was just looking for the repair I had requested and told could be completed in a few hours finished. I would have been more then happy to take the issue to another service center in the beginning after the evaluation, had they informed me they lacked tools knowledge or skill to preform such repairs. So at this point I'm a single dad with two small children that I have no way of getting to and from school or to and from work until this issue is resolved.Desired Settlement: I would like the repair completed either by them or a service center and that any cost over their estimate be paid by them, such as towing fee or other related repair costs.

Business

Response:

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

office by **. [redacted] June 16, 2014. We would like to apologize to **.

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

facility. **.

[redacted]'s vehicle was repaired at no charge and picked up from our location.

We again apologize as well as

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

concerns. Regards, [redacted] Customer Service

Coordinator

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 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 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 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: [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: 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: $was spent for maintenance of springs installation, sway bar links installation, tire mounting and install to include TPMS, and alignment
-It was agreed that my vehicle would be finished before works end and I would return at a later date for futher maintenance due me requiring my vehicle to commute to and from workThey proceeded to install a my vehicle springs and only managed to get one installed resulting in me not receiving my vehicle by close of business and forcing me to seek other means of transportaion when it was clearly stated that the specific maintenance was not performed at that time
-I needed new valve stems for my TPMS sensors and they did put them on order and say I wasn't to be charged for themI was suppose to be priority considering everything that had happend but when they came in on a Saturday I went in and was sent away because they were too busyI was told to come back on Sunday
-I went back in on Sunday to have my tire pressure sensors put in and waited hours before they decided to tell me they misplaced of my tire pressure sensors and tried telling me that I in took them with meAfter finally realized they weren't going to blame me for their mess up they decided to tell me they were going to purchase the vehicle TPMS sensors from the dealerI have still yet to hear from them and it was stated it would be done the first thing this morning
-They promised a full detail of my vehicle would be done (was never done) and I allowed them to install my oil catch-can into my vehicle to make up for the mix up but I started having problems with my vehicle and it is because they routed the feed tubes directly over my engine when it clearly states "route away from hot spots" on the installation instructionsIt was causing my vehicle to produce low timing
-Unauthorized modification of my engine cover in was performed in the process of installing my catch canI authorized them to cut a tube that can be replaced easily but not modify my engine cover by cutting into it when it was not necessary for routing of the tubing
-My front left rim has a long scratch mark on it from what I believe may be their tire machineThis concern was stated prior to installation but I told them it would be a simple fix with the use of a rag to keep the rim from scratchingI cannot prove that this was their doing but I know for sure it was them due to rushing of maintenanceWhile my car was there when the (at the time) unauthorized spring installation was done
-They have not only wasted my money and parts with their inadequate maintenance practices but they have also wasted my time (countless hours) and that is something they cannot give back
-I called the headquarters branch and waited on the line for minutes until finally choosing to leave a message and still haven't receive a phone call back to resolve the issue.Desired Settlement: I want compensation for cost of maintenance performedReplacement of TPMS sensors (if they are matching to the ones that were on my vehicle or four new ones all matching) and a new engine coverAnd if they have any integrity, a replacement of the rim ($425) for the marked up I am certain was them
Business
Response:
Dear [redacted],We are in receipt of the
complaint sent to your office by [redacted] dated June 17, We would like
to apologize to [redacted] for any inconvenience he may have experienced at our
Pep Boys facilityIn order to further
assist [redacted], we will need the location of the Pep Boys facility he
visitedOnce we receive this information we will than start our resolution
process.We again
apologize as well as thank [redacted] for allowing us the opportunity to address
his concernsRegards, [redacted] Customer Service
Coordinator
Consumer
Response:
[redacted], FL is the location of the facility
Regards,

Review: On 6/19/14 I went to the [redacted] location because my back tire kept losing air and had already been plugged. I was informed that tire was swelling up in the inside and I need to replace my tires, I was only going to replace my back two tires because I was on a budget. After I seeing they offered the pep boys credit card I decided to see what I would I get approved for, it took Charles over an hour to try to get it run and had to call the manager tom to the location after two hours they finally got it go through and I decided to purchase all four tires because of the sale. (on a side note they didnt even put my information properly when running my credit because I found out later my birthday was wrong when I went to merge my existing ge capital accounts. I spent $1040.83 on four tires, wiper blades, filters and coolant exchange, after leaving I noticed that my back tires looked different and after further inspection I noticed only two were installed in the front and my fronts were moved to the back. When I called the location was already closed, the next morning I called and talked to tom who apologizes and had me come back in that afternoon to have the other two put on. The next morning I noticed my front tire was flat. I called the tow service and brought my car back to find out the technician improperly installed my tire that night, after speaking with Tom he offered a $100 credit and free oil change. Which I accepted since I understand mistakes happen.A Few weeks ago on 10/10/14 I went back to have a tire sensor order for my front driver side which was bad, I went to have it installed and use my free oil change. Within 2 days my sensor went off, so last week I brought it back and the technician told my tire was 4lb low and test drove it (which he sped off with my vehicle) which I did not appreciate. Tire sensor reset, then two days later it came on again. I brought it back Friday 10/17/14 to have it looked at again now the 2nd time. Charles let me know there was a leak on the inside rear driver tire and was going to patch it, I said no I wanted a new tire since they were less than 4 months ago, They change the tire and upon leaving the technician said he could not reset my sensors because I didnt have a spare and the machine would not work (which I find funny because the gentleman on Friday was able to reset it) and I have never had a spare it always resets. I told it home and the sensor never reset. I went to leave 10/18 and noticed my rear driver was flat, that is when Boyd the Area manager got involved this is now the 2nd flat tire in 4 months. After waiting 2 hours for the tow truck, Alan in the [redacted] location on [redacted], helped looked at the tire and said it was installed improperly yet again and also noticed my back brakes were low. Which is strange because the tech on Friday night had my car on the lift and walked around inspecting my car and never said anything about my brakes. I decided to my brakes replaced because I did not want to have any issues. Which was I there 4 hours, so not only did I spent 6 hours on a Saturday for a mess up at another location, I have spent my time and money for over 4 months for these mistakes. On 10/20/14 Boyd called me to leave a message when I went to return his call the phone number just kept ringing with no answer. Not only has your [redacted] location put my safety at risk but my families as well, if these issues went unnoticed this could not only cause and accident but damage to my car. Thankfully this was avoided because it was caught [redacted]y. But someone who would have put it off and not noticed could have been hurt.

Product_Or_Service: 06/19/14Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated my time wasted due to improper installation of my tires and credited back for my brakes since I did not want to drive my vehicle with bad brakes and the [redacted] location failed to noticed which might of put me and or any passengers in danger on the road

Business

Response:

Dear [redacted],

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

[redacted] was contacted and offered a refund. [redacted] accepted that refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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 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: On 6/2/13, I towed my 1997 Toyota Camry to nearest [redacted] approved PEPBOYS Store Location #1 i.e. [redacted]. Due to the early closing on 6/2, [redacted], the service manager informed me that the car would be fixed by Monday, June 3rd. The cost of the repairs was $1,424.99. I paid the bill and left the location. I drove approximately twenty miles away to [redacted], PA and my car shut down. [redacted] informed me that the next service location was right around the block. I took my vehicle is at Location #2, PEPBOYS Store - [redacted].

Location # 2 told me due to overflowing oil the engine is damaged. There are now metal deposits in the engine. The car is not working and I have yet to find a resolution with customer service. Also, there are many scratches and dents on the car. The car is still at location # 1.

I have left many messages for [redacted], store managers and customer service. They have not returned any of my calls.

[redacted]- ([redacted] ext [redacted] (never picks up)

[redacted] is the area director working on my case. It's been over a week and he still hasn't contacted me.

Thank youDesired Settlement: I would like to request a refund for $1,424.99 and

Replacement of the engine with one year warranty or

the fair market value of the car (approx. $3,600), so I can purchase a new vehicle.

Thank you,

Business

Response:

We are in receipt of the complaint sent to our office by [redacted] dated June 14, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] has been contacted by the Manager, and given a refund on prior repairs.

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

Regards,

Customer Service Coordinator

Review: I brought my car in on Monday 11of June and they replaced my brakes on the front of my car and then called me back and said they broke my brake light switch and damaged the wiring that comes with it and said they could not fix the problem. My brake light was never on prior to bringing in my vehicle they admitted on damaging my car. I took my car to [redacted] dodge in [redacted] all. I contacted Pepboys corperate office and they contacted me on Tuesday to refund the break job and the store manager hung the phone up on me. I have been calling corperate office since then. Meanwhile I find out it will cost from $457 to $100 to fix and pay for the rental car. Every time I call corperate they say 24/48 hrs to respond. I need them to pay for the damages their technician caused to my car plus rental fees due to their mishap on damaging my car.Desired Settlement: I want them to pay the damages for my vehicle plus rental reimbursement due to the fact that my car is not drivable

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 17 , 2013.

A claim has been entered on behalf of [redacted].

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

Regards,

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: Had a set apt for tires instalation with the tires already paid for and arrived to find out the system is a shame and I would have to wait 2 1/2 hours

I had placed an order online and gave them plenty of advanced notice for the scheduled apt for the insatllatoion. Upon my arrival they had not checked the system to see if any new apts were made and apparently the web does not atuo notify. This is not my fault, I just wanted my 4 new tires installed. My option was to wait 2 to 2 1/2 hour so they could provide service to all the walk ins after my apt was scheduled. Acceptable customer service? No the only ohter option was to drive across the bridge to town possibly and that is a big possible but I am not willing to drive that. I was given by Pep Boys an apt at this location close and convienent. I do not drive across the bridge, I dont like the traffic. If I wanted to use those locations I would of in the first place. I was also on arrival had to wait to make sure they even had my ties in stock, say what I am being charged for tires that might posiibly not be here? That is also not good practice. This location does not provide good customer service for returning customers ( I have used them in the past but the last 3 attempts have failed miserably) nor did they try to get me in timely for my tire instalatoin. I had to leave. I dont drive that late to start with and I was not sitting around bored waiting for my prepaid tire instalation. If I did my job like that I would be fired.Desired Settlement: Well since I was not given my tires at the price I paid they will need to supply me with a refund of the free tire I will not get at another business and the 10% off for the purchase. Unfair to post such procces if they will not follow through on the prepaid installation in a timely manner. I would of worked with the manager had he been reasonable in tyring to fit me ASAP and not behind sll the walk ins after my scheduled apt was already set. Such false advertising. They need to upgrade their we

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator