Pep Boys

Review: I went to PEP BOYS on [redacted] to get my Rack and Pinion Replaced on [redacted] 2010 [redacted] on Sunday . (September -28 2014 ).

This Saturday while I was driving, My steering wheel got Jammed and I couldn't steer anymore. I got my car towed to the [redacted] Dealership to take a look at the issue and they said whoever did your Rack and Pinion, didn't do good job. They inappropriately assembled the rack and pinion and it was rubbing against the wheel and it exploded.

First of all, I thank god for not getting into accident. Secondly, I want PEPBOYS to take responsibility for their actions.

Thanks,

[redacted]Desired Settlement: I want PEPBOYS to pay for services and compensate for Mental stress and Agony I went through because of their Service.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 7, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted]'s vehicle called for three different Rack and Pinions. [redacted] brought the part from [redacted] and brought it to our facility to have installed. We apologize this went unfounded at the time of installation. [redacted] was contacted and offered a full 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

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

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: had shocks installed on 2002 [redacted] price charged for shocks was 78.94 a piece and when I looked online same part # was only 49.98 a piece I called them and they said online prices are different from store pricesDesired Settlement: return of money for overpriced shocks

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 10, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility,

The Area Director contacted [redacted] and offered the requested refund. [redacted] has agreed to return to our facility for the 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: I received a call from Pep Boys Collections Dept. stating they were trying to collect a bill. I explained that we do not owe Pep Boys anything and we need to see signed invoices of anything they think we owe. I have not received anything from Pep Boys showing that I signed for anything or owe them anything they just turned me over to the collections dept. with out providing anything.Desired Settlement: I want my account closed with Pep Boys and a letter showing I do not owe them anything.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 10, 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.

Our credit department did contact [redacted] and addressed his concerns.

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 rececently had service performed at Pep Boys where I feel they have a practice of price gouging. I had a rear brake job perfomed at this business after looking at the bill I noticed the slider pins I was charged $45.31. I have never seen these parts costs so much I have performed this task myself for years however since of my age I decided to allow Pep boys perfome the task. I saw on the bill a cost of $45.31 for slider pins . I called [redacted] to find out the price of the parts if I were to purchase the parts myself. They told me around $10.00. I have done business with them in the past. However I feel this price gouging is obscene. I would like this practice halted by Pep Boys and I would also like A refund on the the cost of the parts on this bill. $25 for the slide pinsDesired Settlement: I would like $25 returned to me for the slide pins and $10 on the price for the rear disc hardware kit. I have called the company with a complaint know response also letting the Co. know we were going to submit this to the Revdex.com. I do not want others to be scammed as I was and this practice being perfomed ended and if a class action suit is necessary sign me up.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 10, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility,

[redacted] was contacted and offered the refund he requested.

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: Had a 1994 [redacted] 4Runner towed to this location. Made an apt for Thursday Feb 6 12 noon. Pepboys towed the vehicle around 1pm that dat. I set up service apt for a fuel pump replacement. I gave them my ph# but when they discovered that vehicle was just out of gas they claimed to have called my nephew who owns the vehicle instead of me. Not knowing anything about cars he told them to just do repair. They claim to have also told him that there was a dangerous fuel leak that needed repair. I was never notified of these issues by Pep Boys. I myself called them to see if it was done yet on Sat. Feb 8. I was told that the repair was done and that they needed authorization to put a little gas in the vehicle. Let me say that each time I called I gave them specific instuctions to call me before repair started and to call me with any issues. My nephew is very young and doesn't know anything about cars. They said o.k. On Saturday afternoon Feb 8 We picked up vehicle and pd bill. I asked if the vehicle was running ok and they said yes, its ready to go. The following day as my nephew started driving the vehicle and within 5 miles it burst into fl;ames and he barely had time to escape. The vehicle is a total loss and Pepboys denies any responsibility and offered nothing to rectify this huge mistake.Desired Settlement: Mediation

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 18, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility

On February 2, 2014, Customer [redacted] had a 1994 [redacted] towed to our facility. [redacted] request a fuel pump replacement. The service advisor asked **. [redacted] if he wanted to do a fuel system diagnosis first. **. [redacted] declined.

The service writer than wrote up the repair bill and went over the price with **, [redacted].

When the technician brought the vehicle he could immediately smell fuel, he lifted the hood and knew there was a fuel leak. **. [redacted] was contacted and advised that a diagnostic should be performed in order to find the leak. **. [redacted] declined the diagnostic

After the fuel pump replacement was done, **. [redacted] returned paid the bill and left with the vehicle.

A few days later the service manager was informed a customer had filed a complaint. The complaint was filed by [redacted]'s uncle [redacted], The service manager contacted **. [redacted] and advised that the vehicle went on fire and that it was Pep Boys fault . At that point the service manager advised **. [redacted] that he would need to speak to the technician and pull the paper work and investigate.

The service manager than contacted **. [redacted] with his finding, and advised **. [redacted] that [redacted] was contacted and advised that the vehicle had a fuel leak, a diagnostic was recommended several times, but was declined by [redacted].

**. [redacted] than stated that he should have been notified of the fuel leak. It was than explained to **,. [redacted] that our policy is to contact the person on the work order.

It was noted on the work order in our comment section that the vehicle had a fuel leak.

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

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

Regards,

Customer Service Coordinator

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: 6/24/2014 I was contacted by the manager Josh. He left a message for me to call. I called 6/25/2014. He told me they did a diagonastic test on my 93 [redacted] and what they found wrong was the ignition ignitor and it was going to cost around $480.00. I told him to fix it. I never received another call from Pep Boys. My husband stopped by the around a week or two when we never got a call about my car. The mechanic Randy was outside under the same tree we dropped it off at using the battery to test things under the hood. I go into the store on July 11,2014 to check on my car. I am then told by Randy there is a fuse in the floor board and wires and the wire box is fried. my car is screwed and it would cost more to fix it than it is worth. He gives my husband the car key and says just take the car no charge. I call their Service Dept filed a complaint immediately on July 11,2014. On July 15,2014 Ken B[redacted] and Mike R[redacted] talk to myself and my husband telling us to pick the car up or it will be impounded. They are not going to do anything about it and we are liars. And there is no one working there named Randy. I said this is not right and I will seek help about this. I was told go ahead.Desired Settlement: I want the wiring issue that developed at their shop paid for by Pep Boys and an Apology!

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 16, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] came in for a diagnostic. Technicians looked at the vehicles and while [redacted] was there they suggested replacing the igniter. Once the new ignitor came in they put it on the car and the car still would not start. The technician went to the next step in the diagnostic tree and that's when he found the fuse block melted. There was a manager change and the new manager was not told about the vehicle, so he did not follow up with [redacted]. When she arrived at the location asking questions the new manager addressed her and found the technician to have them explain what was going on. They explained what they found and she immediately started to accuse them of causing the damage. The location tried to explain that there was no way of causing the damage to her vehicle and that is most likely related to the issue her husband originally started to work on. It was explained that the vehicle was towed in not running, when we diagnosed the vehicle, we found other issues that could be causing the vehicle to not run. At the end, [redacted] is claiming that the issue was caused by the technician which is unfounded.

[redacted] had tried multiple times to repair the vehicle before having the vehicle towed to Pep Boys. No one really knows what all he's done to the vehicle however, the technicians, James and Jason, both agree that there is a major electrical issue with the vehicle and that it needs to go to an electrical shop.

We have tried to accommodate [redacted] and apologized for the mis communication, however we do not feel mis communication warrants us to repair her vehicle for free.

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

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:

On 6/25/14 I talked to Josh; the manager and he told me that they preformed a diagnostic test on the vehicle. He lied. The test was never preformed and Iwas told that by Ken B[redacted]. I was shocked to learn no test had ever been done. Someone decided a engine igniter was the problem and it was going to cost 480.00 which included the cost of the diagnostic test; which was never preformed. I agreed to have it fixed. It turned out that that was not the problem. I was led to believe that the diagnostic test showed no other problem. I know when my vehicle was towed in there was no fuses in the floor board and no wires were melted, including the wiring case. The wiring was tested and there was no problem with it. Due to the fact that they falsely led me to belive they pulled my car into a bay and preformed a diagnostic test. My car was never moved from the place it was pulled to in the parking lot, under a tree. Randy the mechanic was using my car battery to check diffrent things and drained the battery. My car would not start, which is why I brought it in. It would however, turn over and I did have working gauges until Randy fried my wires due to his shade tree mechanic job he did. I feel like he tore my car up worse then the original problem. I have tried many times to talk to customer service and Ken B[redacted]. Which did not get anywhere. If the test had been done I do not think the wires in my car would have ended up fried. I feel telling they did something, when clearly they did not is fraud. And should be responsible. I a, very upset that Pep Boys seems to not be honest or have integrity. They know they were wrong and do not want to take responsiblity for their actions. If I had not gone into the store on July 11, 2014 my car would still be sitting. No one ever called about it. I was forced to have my car towed home or they were going to have it towed away before we could resolve this problem. I am very upset and would never take another vehicle, nor would I reccomend them because they lie and mess up and refuse to take responsibilty.

[redacted]

Regards,

Review: from november 2013-july 2014 I have had all my repairs done at this location only. the last time I took my car to them they qouted me a price of 2,000 for a seal between the engine and the trainsmission (which I didnt have. after that I went to a friend to see if they could help. they put in a new fuel pump because my car wasnt starting right. I showed them all the invoices from pepboys and they were shocked.They saw work that was done that I paid for and work was repeated over and over again. I called on the phone and put it on speaker for them to hear, they then went to the pepboys(on thier own) and confronted them about certain things the were repeated over and over again. what they (pepboys) were unaware of is that the entire conversation was being taped. the store manager tried to give a different story sevaral times , they final had to admit that some of the parts (supposly) put in, wasnt , in fact some was never in stock . that the serial number of the one taken out didnt match the one they said they put in. that some of the mech. may have went a bit over board(costing me over two thousand dollars.) they even offered them cash to keep it quiet. they even refused to all them to call the district manager or even give them his/or/her name. I have all the invoices and the recording of the conversation. One part cost me $500.00 with a one year warranty that was never put in and is still under waranty . I want all monies for items that I paid for(and I paid for them all, my bill is current)that were unneccessary that was never done, the results of this is a lost of money, time, and employment, and just straight out wrong to be treated this way and smiling in my face at the same time. Im a senior, and a vietnam era veteran. I deserve the respect, and honesty from a company that I sought out through the dmv code department for the top companies on thier list. please help correct a wrong that was done to me and possible other females and veterans and seniors they we do not deserve

Product_Or_Service: several

Order_Number: dont have it in fron

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund

for all work that wasnt done or not needed to be done that I have paid for. I feel violated in ways I cant even put into words. I have been offered a job with Visiting Angels and I cant even get there. I was up front and paid for everything that was supossed to be done including things that werent suppose to be done. I trusted the name the company and the employees and now that trust is gone. As a senoir, vietnam era vet,and a trusting woman I deserved better. please

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 24, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] vehicle was towed to our facility in February 2013, and in need of a fuel pump. We installed the pump and [redacted] left with her vehicle.

[redacted] returned to our facility in June 2014, and was advised she needed transmission repairs. [redacted] declined the transmission repairs and left with no issues with the fuel pump that we replaced.

[redacted] returned and brought a receipt with her stating she had to replace the pump and that a friend told her Pep Boys never replaced the pump. Due to the fuel pumps being so universal it is sometimes hard to identify. The service manager decided as Good Customer Service he would refund [redacted] for the part, because the part was under warranty, but not the labor. [redacted] wanted the labor also and the service manager refunded her half the labor charge.

[redacted] was fine with that resolution until she returned with her friend who states we never replaced the parts that we charged [redacted] for replacing, and any other services we rendered.

[redacted] returned to our facility today and spoke to the store manager, who is aware of this situation, but not the person who was dealing with [redacted]. [redacted] was advised and has agreed to come back with the part and receipt for the Service Manager to review. The service manager will address [redacted]'s concerns with her only, the friend was not the person who approved and signed for the prior repairs and has no say in the matter.

If [redacted] is willing to address her concerns without her friend, the Service Manager will review and address the her concerns.

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

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

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: 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: After having very experience repair work done I had to go to another pep boys to only find out that again this store in [redacted] has again put my life in danger by not tell me that my motor and axils needed to be repaired/replaced which I believe should have been told to me at the [redacted] store. I also, believe that a good repairman would have told a customer of these much needed repairs and it makes me wonder if ALL!!! the other repairs were done correct or even needed again POOR!!! customer service and I want a REFUND!!Thank you, Revdex.com

Product_Or_Service: Varios car repairs

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think in all fairness the least pep boys could do is REFUND my money for all repairs, Thank God nothing serious happened and as told by the pep boys in [redacted] the pep boys in [redacted] knew these things were not only needed they were NECESSARY!!Thank you, Revdex.com

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on December 13, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility, and to your office for the delay in our response.

**. [redacted] brought two vehicles in for an alignment, it was found that she needed the tie rod end and hub assembly. A week later she went to another location for a brake inspection, nothing was found with the brakes, but they found the axle needed to be replaced. An axle boot can tear at anytime,

If at the time of the alignment the mechanic noticed the axle damage, it would have been brought to **. [redacted]'s attention, our mechanics would never jeopardize a customers life by not recommending a repair. We would never not advise a customer of a repair, if we feel a part needs to be replaced. We apologize if this was not found at the time of the first repair.

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: on april 30 2014 our vehicle was taken to the pep boys for service on something they had not taken care of, but that is ok it is not the complaint.While they had the vehicle they destroyed the drivers side panel where the door and window electric system is, one of the mechanics popped it up and did not know how to put it back in and did not put it back as it was when the vehicle was brought in for the service on another issue.This vehicle has been at this location on a few times and no other person has vandalized the car as he did, the mechanic said he was trying to raise the window up and could not get it up, why didn't they call [redacted], my son, and ask him if it was ok to leave the window down because they could not get it back up? I do not know.When [redacted] came to pick up the vehicle not one of the mechanics took him to the side to tell him what they had done to the inner door panel on the drivers side, they let him go to the car and find it popped up and not able to put the key in the lock to open the door. Because he went back in and asked what they had done, and he was upset, and he spoke to them in that tone of anger and being upset the mechanic became rude and called the police on the customer after he was gone. That same mechanic gave the police [redacted]'s phone number and asked [redacted] not to go back to that location and the police office understood why [redacted] would be upset because he also knows about [redacted]'s and that door panel should not have been popped. [redacted] gave his word he would not go back to that location for any services.I called filed a complaint for refund of the lock with pep boys on May 1 2014 and they still have not taken care of anything.[redacted] regional manager wanted [redacted] to take the car back to the same location that the police officer advised [redacted] not to go back to, and [redacted] said no he will not take his car back to the location where he was treated wrong and leave his car in their hands again.Who would.Desired Settlement: Pay for the lock that had to be done because the panel was popped out.$138.03 to [redacted].

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated May 2, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.**. [redacted] requested a refund be given to [redacted].A check for $138.03 was mailed out today July 24, 2014.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Review: I had my vehicle towed in for a no start problem, which turned out to be the fuel pump but than they told me the ignition was bad so they replaced that then they told me the brakes were bad which turned out to be the master cylinder after they replaced the ignition the car still does not start properly and I have had excessive electrical problems and further repairs with another shop my vehicle was at their facilty for 2 months and when they told me it was done I started to drive the vehicle and realize there were no brakes because they never made the repair to them and could not find the right master cylinder so they never made the repair even after 2 months and were going to let me drive away with not telling me there was no brakes.Desired Settlement: To be paid for parts purchased and labor because I had to pay someone else to make repairs and to fix mistakes they made to wiring.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated May 12, 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

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

Regards,

Customer Service Coordinator

Review: In preparation for a highway trip. On September 14 2013 I went to Pep Boys for tires, brakes and oil change. I purchased tires and brakes and received a oil change. After waiting some time I approached the manager. While talking to the manager the service technician came in. The manager ask him if he had completed the oil change. The technician answered Yes to both of us. The car was released to me and I went home. I decided to check the oil at home. The oil did not even register on the stick and the old oil filter was still on the car.I contacted Pep Boys and they told me to bring the car back. When I arrived at Pep Boys the service tech. met me. The manager said nothing. I went inside and waited. While inside I was never greeted by the manager who was also my sales associate. I waited approximately 15 minutes then approached him. I then mentioned that the service tech had told both of us he had completed the oil change. His response was yes he did. I received no apology nor explication. The oil change was completed and I went home. I left on my trip the next day. While traveling at highway speeds I noticed vibration in the tires. There was 2 tires with no balancing weights on them. I then contacted the Pep Boys hot line and filed a complaint. I told corporate that they had not done the work they said they did. I do not want to do business with them and want my old tires back with a refund. Further more the lifting racks did not fit my Montero. A wooden block was placed under my differential to lift and support the weight of the car. Later on that evening about 8:30 I received a call from the store with an apology. I thanked him for the apology. Then expressed that the trust was severed and I didn't want to do business with them. I just want my old tires back and a refund. The Store nor Corporate has never contacted me with a answer to resolve my complaint.

Product_Or_Service: Tires life time balance

Order_Number: [redacted]

Account_Number: contractDesired Settlement: DesiredSettlementID: Refund

I want a refund. It is Pep Boys who has failed to respond quickly. I have a 50,000 mile warranty and life time balance on the life of the tires. The shops racks do not fit my vehicle. It is improper for them to lift the vehicle by the differential. The tires should be rotated and balanced at least 10/12 times during there life. I believe to lift the vehicle that many times will cause further damage. The tires were 134.99 each. The installation package was 60.23

Business

Response:

Dear **. [redacted],

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

**. [redacted] came in for tires and a "pre-trip" inspection. During the inspection, the manager recommended brakes and several other items that were uncovered during the inspection. Refer to the declined services section under General Comments for declined services and repairs that were made to the customer during their visit. There was mis- communication during the repair with regard to the oil service and the manager reprimanded the employee over the issue.

The oil service was performed at no charge to the customer and the rear brakes were discounted by $50.

The store did not communicate well with **. [redacted] during the issue with the oil change, they could have been more proactive and shown more empathy to the customers frustration. They did however, apologize to **. [redacted] and considering the brake job was reduced by almost 40% and the oil change was reduced by 100% they did not provide a "monetary apology" as **. [redacted] seemed happy with the managers apology.

With regard to the racking of the vehicle, the service was performed on the alignment rack. The process the store used to lift the vehicle is in compliance with the "ALI" (automotive lift institute's) guide to Vehicle Lift Points. No damage would be caused by this process, none more so than if the vehicle were hoisted on a "Frame Engaging Lift".

We understand **. [redacted]'s frustration and considering the poor service from the [redacted] store and the **. [redacted]'s loss of trust, We will offer a refund to **. [redacted] of the installation package of the tires. Considering the **. [redacted] issue is with the service of the store and not the quality of the product and **. [redacted] opted out of the purchase of any lifetime services or road hazard insurance, **. [redacted] is able to take the tires to another business, if he chooses, and not affect the manufacturers or mileage warranty on the tires.

If **. [redacted] would like to accept this refund of $ 60.23 for the installation, we ask that he return to our facility and see the service manager.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: On March 08, 2013 at approx. 0733 pm, I, [redacted] purchased 2 sets of of Futura Scrambler tires from Pep Boys located on [redacted]. Subject tires were advertised in store as "4th free when you buy three installed after mail in rebate." After purchasing the tires, the associate and manager expressed my purchase doesn't qualify for rebate, amid being advertised as a qualifying product. I advised the manager that this practice was false advertisement; he stated there was nothing he could do.

On April 6,2013, I composed a memo detailing the aforementioned then sent it to Pep Boys Corporate located at [redacted], attaching copies of receipts, invoices and a picture of the in store advertisement. I haven't received correspondence from Pep Boys concerning this issue.Desired Settlement: I would like a refund for the 4th tire, as advertised or at the very least, store credit.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 29 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] was advised at the time of purchase, that the tires he was purchasing were not included in the rebate.

[redacted] was contacted and offered a gift card for $115.00. This gift card will be mailed to [redacted].

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: I called and explained my issue (06/19//06/20//06/23) (Pep Boys, [redacted] NY([redacted] both times) and that I needed a lower right ball joint. After giving all the pertinent info I was asked on the vehicle I was quoted a price of $170 plus tax, I also requested a tire rotation.The vehicle is a 1989 [redacted] pick up.After calling to re confirm, I dropped the vehicle off and again had to re-verify all vehicle info to ensure it was correct. The price quoted did not change.An hour later I received a call stating "they made a mistake about the type of vehicle and now the price was $400 to have job completed. I respectfully declined.1st I answered and verified all info requested.2nd a price was gave and I accepted that.It is not my fault that your reps made a mistake on the price and I feel that the quote given should of been honored.I guess a companies word is no longer worth a darn but if this is how you do business then what can I do. I'm just one person.I will never use your service again.I am making sure word of mouth reflects what happened, and after I post this on my [redacted] account I will be filing a complaint with the Revdex.com.Again it was your companies error not mine and just because your labor time increased I am asked to pay for it.Thanks for the exceptional service provided.Desired Settlement: I would like them to honor the arrangement set forth and complete the work at the price agreed upon.Its there error

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated June 24, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.**. [redacted] called requesting a price for the lower ball joint installed. The associate quoted an estimated repair cost of $178.00 Plus tax, but would have to verify when the vehicle arrived, .

The vehicle was dropped off and when we inspected it and the vin number was recorded, it was found that the vehicle called for two different listings, and the repair would be a more expensive part and labor.

Before the service was started **. [redacted] was contacted and this was explained, at that time **. [redacted] declined the service, but seemed understanding. Before **. [redacted] left, he expressed his concern over the price and at that time was offered a $100.00 off the price of the repair. **. [redacted] indicated he would call for an appointment.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: I brought my vehicle into Pep Boys because it was overheating. Hours later, they couldn't figure it out. They gave me a cooling treatment and placed dye in to check for leaks. They instructed me to bring it back in a few days to be to better determine the problem. I brought it back to be "diagnosed." The attendant told me that the mechanic found that my electric cooling fan motor needed to be replaced along with my thermostat. The bill was $634. I waited all day, paid, and left under the assumption my vehicle was repaired. The next day, my vehicle overheats again. I return it, explain that the problem is still occurring and that I paid to have it resolved Hours later the attendant informed me that the mechanic (different from before) saw that the radiator is causing the issue and that it needed to be replaced. The previous mechanic mis-diagnosed the problem. The attendant attempted to present me with an ADDITIONAL bill for $717. I politely declined and announced that I won't be paying for the mechanics mistake. I asked respectfully for a refund or to have my vehicle repaired at no additional charge. The manager agreed to comp. the bill due to the mistake if I left my vehicle overnight (extensive labor). I accepted. At 1:30p.m. I had yet to hear from anyone. I called the store to inquire, the attendant informed me that the current mechanic replaced a coolant temperature sensor, and he thinks he fixed it, so I can come get it and "try it out." Our agreement was that they would replace the radiator. They neglected to call and inform me that there was an additional mis-diagnosis and that there was a change in the procedure. This service's price was $110. I asked for a refund because the initial problem that I paid for wasn't the problem. I paid for parts to be replaced that didn't need to be. After being disrespected and undergoing unprofessional and uncaring attitudes from managers Steve, Rusty, and Brian they declined my request for a refund inspite of incompetence and the lack of integrity

Product_Or_Service: Elct. Cooling Fan Motor, Thermost., labor, sensorDesired Settlement: DesiredSettlementID: Refund

I'm requesting a refund because I paid to have parts replaced that didn't need to be replaced due to two mechanics misdiagnosis. I paid $634 when the problem really was $110. I believe they knew all along that the sensor was the problem but they wanted to rip me off. Reason being, when the problem occurred again after paying $634 the attendant thought that I would be willing to pay an additional $717 even though the problem hadn't been resolved the first time.

Business

Response:

Dear Ms. [redacted],

We are in receipt of the complaint sent to your office on January 14, 2015 by Ms. [redacted] We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.

[redacted] came in the first time on December 29, 2014 WO# [redacted], she advised that her vehicle was overheating and that it just started to happen. The location wrote her up for a coolant system evaluation for $34.99. They inspected the vehicle and found that it was low on coolant. They could not find where it was leaking, so they also put dye in it. They ran the vehicle after filling the coolant back up and got all the air out of the system, it was not overheating at that time, they were unable to find any leak. They advised her that the coolant was low and it was topped off and was now running and not over heating, they advised her to drive it and bring it back so they could check again to see if the dye was present.

We documented in the comment section of the customer's work order. They customer left and then returned again January 3,2015 WO# [redacted], she said at this time is was only running hot when she came to a stop but started to drop once she started driving, the technician pulled it in and found that the electric fan had stopped working all together, they unplugged it and provided power directly to the fan and it would not come on, they advised her that it needed to be replaced. They also advised her that the thermostat had failed after over heating, We replaced the electric fans and thermostat, they put the fan in and before installing it into the vehicle they supplied power to ensure the fan was operational. Once it was installed they replaced the thermostat and ran the vehicle. It was good to go with no issues, they test drove it and it was not over heating. All this except the test drive can be viewed on our closed circuit.

Mrs. [redacted] returned again on the January 10,2015 WO# [redacted], she stated it was running hot again at this time they brought it back into the shop, where they found the coolant temp sensor had went out, this was replaced at no cost to her. There were several other items that were recommended to her during her service that she declined to have completed, one bring a coolant flush. The work that was done was completed and needed, she is now wanting all her money back stating it was just the sensor from the start, that is not the case, we advised her a number of times that she could come in a review the CCTV validating the fans were not working and then working after we replaced it with new one. Once the initial issue was corrected a senor went out, we replaced it free of charge to try and help her out. We have made the offer several times for Ms. [redacted] to come in a review the work completed, but she has denied that request. We stand behind the work we completed.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

Philadelphia, Pa 19132

Business

Response:

Dear Ms. [redacted],We are in receipt of the rebuttal sent to your office by Ms. [redacted]. Ms. [redacted] did return to our facility on January 25, 2015. the manager on duty wanted to write up a work order and inspect the vehicle, but Ms. [redacted] would not allow that to happen, she was just requesting a refund.After we rendered the prior repairs her vehicle was running and not overheating. Ms. [redacted] continues to drive the vehicle.Our offer still stands to have the vehicle inspected and find the problem if there is an overheating issue. Ms. [redacted] can make an appointment and the Area Director will make sure he is there for her appointment and inspect the vehicle himself. The request for any refunds are being denied.Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

On January 25th the store manager sent Nathan the mechanic on duty that day outside to verify if the vehicle was over heating. Nathan confirmed to the manager and then he proceeded to write a ticket for my vehicle to be fixed. After 5 accounts of incompetence and unprofessional service I have every right to not want a 6th occurance. I was not comfortable in have anyone from Pepboys repair my vehicle on the grounds of not having the problem solved for 5 times prior. I brought my vehicle there to show the manager that the vehicle was overheating which supported my reasoning for a refund.

Review: I had an appointment scheduled on June 16th, 2014 for my [redacted] in to have my brakes looked at. I dropped the vehicle off at 9:00 am and by 4pm I had not received a single phone call. I made several attempts contacting them and first they stated they were waiting on the parts to replace the front and back brakes. By 8:00 pm that evening still nothing was done and they were still waiting on parts. I asked at that point to speak with a manager and was told they were gone for the day and I would receive a call back from him the next day. In the meantime a manager from a different department spoke with me and apologized for the situation, but it would have to be the repair manager to speak to me. I picked up the car and was told to bring it back the next day and they would have the parts and work would be done. I took my car in the next day an for the inconvenience I was told I only had to pay for the front breaks and they would take care of the back due to the inconvenience.Upon receiving the car back I could hear noises and took the car back in and was told everything was fine. The noises continued and I took my car in to an independent mechanic and was told at that time that all of the wrong parts were placed on the car and was unsafe for me to drive. He replaced the work that Pep Boys did with the correct parts. Since then I have contacted an attorney and sent two letters regarding this matter and they have gone responded. I have left several messages with managers locally to discuss the issue and do not receive calls back. It has now been five months and nothing has been resolved. I am not going to let this issue go as it Pep Boys error and they need to be the ones to fix it.

Product_Or_Service: Break ReplacementDesired Settlement: DesiredSettlementID: Refund

I want to be compensated for the amount I had to pay to Pep Boys for the front brakes and the money it cost me to pay the independent mechanic to fix the damage that they did. I am looking to be reimbursed $653.83

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on December 1, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.A claim was entered in September 2014, and a refund check was sent to [redacted]. Attached is a letter sent to [redacted] along with the check.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132