Pep Boys

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

Product_Or_Service: Car service and repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

Dear **. [redacted],

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

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

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

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

Regards,

Customer Service Coordinator

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

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

Business

Response:

Dear [redacted],

We are in receipt of the complaint

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

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

rebate.A card was

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

and then expired.

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

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

VA [redacted], unless other wise instructed.

Tracking ID:

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

Business

Response:

Dear [redacted],We are in receipt of the

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

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

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

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

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

[redacted] Customer Service Coordinator

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

Have my horn repaired as agreed to by Pep Boys.

Business

Response:

Dear [redacted],

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

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

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

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

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

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

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

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

I ended up being ignored and had to walk out.

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

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

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

Business

Response:

ear [redacted]

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

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

On March 22, 2015, I took my car to the Pep Boys Chapel Hill location to get the oil changed and tires rotated on my 2007 Honda Civic Hybrid. After the mechanic looked at my car, the manager told me that, in addition to the oil change and tire rotation, a tie rod needed to be replaced and, along with the tie rod replacement, an alignment and brake service would cost $455.29. I chose not to have that service done at the time, but was told that this replacement needed to happen within a few days. Several days later, I took my car to a mechanic I trusted and was told there was nothing wrong with the tie rods. It appears that the Chapel Hill employees tried to take advantage of me and I will never take my car to another Pep Boys. Hopefully, I can prevent this from happening to others.

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: 3/8/14 - I took my car to Pep Boys because I needed brakes, an oil change, and my air wasn't working. Around 2pm I arranged for a friend to come pick me up because no one had consulted with me about my car.I later received a call from a man who said that I needed $1,000 worth of major repairs on my car. A few minutes later, the assistant manager called me back to say that the guy I was speaking with was new and I actually needed $3,000 worth of repairs. I agreed to let them change my oily, my front brakes including brake fluid, and both my front and rear struts, shocks, and moats(sp) for a total of $1045.I went to pick up my car and as soon as I made a left turn my car began grinding and kicking back. I called Pep Boys and the assistant manager was very rude. I went back to Pep Boys and she refused to speak with me. Instead the mechanic came out, took my car, said the part was defective and replaced it. I later filed a complaint with Pep Boys who had the manager call me. He asked me to come in for a free alignment on 3/13/14 which I agreed to.About two weeks later my car began making the same grinding noises plus my front breaks where grinding. I then decided to take my car to the [redacted] dealership on 4/18/14 to investigate. The dealership said that I needed new front breaks and that my shocks and struts were leaking oil. I told them that I'd just had all of those items replaced and they strongly encouraged me to take my car back and offered to call on my behalf. I spent $110 dollars at [redacted]. On April 21st, I called Pep Boys back and explained to them what happened at [redacted]. I brought my car in at 1pm. The same manager informed me that all the parts that were put on my car were wrong and weren't for the model/make of my car. I told him that this was my 4th time at Pep Boys and my 5th time dealing with this issue. I explained that my time was wasted, my safety was jeopardized and I wanted a full refund. He said he couldn't do that but gave me back the $110 from [redacted].Desired Settlement: Seeing as how my car is STILL making noises and my air still doesn't work, I want a FULL refund so that I can take my car and get it fixed by an honest mechanic/dealership. I do not want to discuss this matter with anyone from the [redacted] Pep Boys Location. They have done a vert poor job in accommodating me and fixing my car.

Business

Response:

[redacted],We are in receipt of the

complaint sent to your office by [redacted] dated May 7, 2014. We would like to

apologize to [redacted] for any inconvenience she may have experienced at our

Pep Boys facility. [redacted] was contacted and given a

full refund.We again apologize as

well as thank [redacted] for allowing us the opportunity to address her

concerns. Regards,

[redacted] Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: I called on 7/3/14 and made an appointment to have my 2002 truck serviced on 6/7/14 at 2 P.M. due to my truck grinding when trying to start and engine shaking while driving. I showed up for my appointment on said day around 1:30. Talked to a cashier at the service desk (Barry) and was told he didn't see an appointment for me in the system. He told me they will fit me in. They eventually did and told me they couldn't find why the engine was shaking and the starter needed to be replaced. I agreed to the starter based on their evaluation. I eventually left after paying for the starter for $358.58.

On 7/1/14 I called and made an appointment for 7/5/14 to have my truck evaluated again because the problem of my truck starting was worst then it was initially. I talked to Jake and told him I would like to come in around 1030 or 11 AM. He said well lets set you up for 11:30 and that will give you more time. I called again to confirm my appointment sense I had the issue my first time. I can't remember if it was 7/2 or 7/3 but Jake answered the phone again and confirmed I had an appointment for 7/5/14 at 11:30.

On 7/5/14 I showed up for my appointment at 11:10 and talked to Ace, the cashier. He looked me up and of course he couldn't find me in the system. Frustrated, I quickly explained to Ace how I made my appointment on 7/1 and confirmed it later in the week. I also told him how this happened to me on my first appointment. He said Jake wasn't there but they weren't that busy and thinks they could get me in. I told him I hope so but I don't want to waste another 3-4 hours of my Saturday again waiting. He went over and asked Mike the service manager about the process because he said he was new. He returned to told me that Mike said to put the truck in for an evaluation. I told him that wasn't necessary because I know what the issue was, it was the starter they put in. It wasn't doing it's job because it was doing worst then the one they took out. It was grinding more and it wasn't as strong as the original starter, it was much weaker and seemed to be struggling to start the engine. He said he would let the service tech, Andrew know about it.

After about a half hour of waiting and watching the service techs walking around, I was tired of waiting and went to get my key to my truck back. Barry was at the desk and I explained to him my frustration. He asked if I wanted to speak to a manager and I said yes. The store manager Joe was off, Mike the service manager was at lunch and so Zach the customer service manager came and talked to me. I again explained the whole experience over to him again and he said he could get the truck in right now to take a look at it. I explained to him that it doesn't need to be looked at, I explained that the starter they put on was crap and I want it replaced. He said they would have to evaluate it to “warranty it defective” in order to replace it. I said okay, due what you need to do.

After about 40 minutes, Andrew the service tech came and got me and wanted to show me why he thought I was having problems with the truck starting. He had the starter off and was showing me the flywheel and said the teeth were worn out and in order to correct the grinding issue the flywheel needed to be replaced. I asked why wasn't this mentioned when I first came in about a month ago, knowing he worked on the truck then too. He said he didn't know but thought replacing the starting would work and fix the problem. He did explain to me the process of changing the flywheel but the explanation for the current starter was terrible. He said it was a remanufactured starter and sometimes they are a little weaker then the factory models. I said that is fine and dandy but if I didn't need a starter initially then why put on one? He said “like I said, I thought it would fix the problem.” I replied but it didn't it is actually worse AND I am out the $358.58 that it cost me. I told him just to put my truck back together so I could get out of there and I wouldn't be back again.

They closed out my service ticket and waived the $20.89 evaluation fee.Desired Settlement: I want a refund for the starter that I didn't need nor do I want right now. My original starter worked better then the one they installed.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by [redacted] on July 7, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys facility.[redacted], brought his vehicle to our location #122 on June 3, 2014 for an intermittent grinding noise when trying to start his 2002 Ford F150. The vehicle was checked out by a technician and he did find that the noise came from the starter area after numerous attempts to recreate the customers intermittent concern.

The technician did remove the starter and we found damaged teeth on the starter gear. At that time the flywheel was checked and we did find slight wear in the areas where the starter did not engage correct. Due to the fact that there was no major wear on the flywheel at that time and the replacement cost of the flywheel would not be effected by replacing the starter we recommended a starter replacement only at that time. This decision was made to benefit the customer, [redacted].

[redacted] did agree to the $358.58 parts and labor charge and we proceeded with the starter replacement. The repair was paid for and the vehicle was picked up by [redacted] on June 7. 2014

[redacted] returned one month later on July 5, 2014 stating that he still hears a grinding noise. After rechecking the vehicle we found that the teeth on the flywheel did wear out much faster than we anticipated due to the initial wear that was caused by his original starter. We did provide [redacted] an estimate for the flywheel replacement at that time. He declined the repairs and stated that he would not have agreed to the original starter replacement if we made him aware then that the flywheel needed to be replaced.

Unfortunately it is impossible to foresee a time frame of how long any part, be it new, used or worn but still functional , will last before it decides to break down.

Since the old starter was no longer available, we reinstalled the starter that was sold to [redacted] on June 7, .2014

Our goal was to help [redacted] by not providing a repair estimate for repairs that were not needed at the time of his service on June 3, 2014.

Since we did not want [redacted] to feel taken advantage of, we offered him a refund for the price of the starter minus the labor charges to remove and install the starter, (this would have been a necessary charge to observe any damage to the flywheel).

[redacted] accepted the store offer and was issued a refund for the part portion of his charges. A refund of $251.02 was issued to his visa card on July 14, .2014

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Consumer

Response:

[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, [redacted]

Review: Pep Boys refuses to refund even a portion of money paid for service that did not resolve my car's problem; in fact, conditions are worse.

My '99 [redacted] was towed to Pep Boys after it stalled on Exit ** off Interstate [redacted] on the late afternoon of Saturday, June 28, 2014. After Pep Boys' initial inspection, it was recommended I get a full diagnostic on Monday, June 30 to pinpoint the problem. I was told I would be contacted on Monday with the findings. I phoned Pep Boys the afternoon of Monday, June 30 since I had yet to receive a call from them. I was told the car needed a full tune up and that would eliminate the problem codes identified from the diagnostic. I agreed to this and was promised the car would be ready that same evening. I did not get a return phone call. On Tuesday, July 1, 2014 I phoned Pep Boys for a status and was told the car was ready and that there was some noise in the engine. I was told the oil level was low as well. I asked what they recommended because the engine was not making any noise before it was brought in for service. I was told to "just drive it." My response to that was "...and keep oil in it." At 1:58pm July 1st, I picked the [redacted] up and $777.37 was paid via credit card for a Tune Up Package, Ignition Wires Package, Fuel Package, Oil Change, Tire Rotation, Ignition Coil and Engine Light "Off." I drove home from [redacted] to [redacted] without incident and heard no noise from the engine. I left home later that afternoon at 5:45pm to travel to [redacted] City for a 6:30pm appointment. On my way, the engine began to hesitate and make a loud "firecracker" noise. The car stalled out again at the corner of The Alameda and Argonne Dr. I called Pep Boys and Deion Webb was apologetic and asked me to have the car towed back in to be fixed at Pep Boys' expense. I phoned Pep Boys on Wednesday, July 2 and spoke to Marvin who advised the car needed a new engine. Upset, I asked for a refund. Marvin transferred me to the service manager, Tomicko D[redacted]. We spoke for some time, even exchanging stories about car racing in [redacted] County. Mr. D[redacted] stated that the "noise in the engine" was noted on the work order. I obtained my copy and read back to Mr. D[redacted] what was in the comments section of my copy; there were no comments on my copy. I also informed Mr. D[redacted] there were no problems/noises when I drove off the service lot. Tomicko said he would "work something out for me" and call me back. On Friday, July 4, 2014 I called Pep Boys because I had not heard from Mr. D[redacted]. He asked if he could call me back in 20 minutes as he had a customer in front of him. An entire week passed with no call from Tomicko. I visited the store on Saturday, July 12 and met Mr. D[redacted] and when I asked what he "worked out for me", he hesitated momentarily and then stated his manager approved a $50 gift card, three free oil changes and possibly some discounts on other service." I expressed to Mr. D[redacted] that he was offering $150 in discounts, but it did not change the fact I did not have a working vehicle. I proceeded to show Tomicko the work order given to me that had no comments listed; it was a one page work order. Tomicko printed a 2 page work order that listed the comments about the engine.Desired Settlement: I am asking that a full refund in the amount of $777.37 be credited back to the [redacted] used to pay for a tune up and in less than five hours, the car was towed back to the shop. It is poor customer service to not offer even a portion of the money back or an apology, for that matter, for not giving me the proper work order receipt after the first visit.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 29, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The Service manager at this location will contact [redacted] today with a resolution. If [redacted] is not contacted, we ask that he contact us at the below number.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Consumer

Response:

[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. I anticipate receiving a phone call as promised.

Regards,

Review: I recently went into PepBoys to get a routine diagnostic exam, break inspection and light bulb changed. I dropped my car off at 10am and my car was ready at 5:30 pm; PepBoys closes at 6pm. The PepBoys representative stated that my car did not need new breaks in the front or back. All I needed was a cleaning for my rotors because they were "crystallized". Early the next morning I drove my car to work and I heard two different noises and I felt a difference when using my car; particularly breaking. I also noticed that the light bulb they said they had installed was never installed. The next day I took my car into PepBoys. After their inspection they stated that I needed new breaks for the front and back area. My rear breaks were so low that the rotors were grinding. In a matter of 3 days I got to totally different diagnoses; from not needing breaks to needing both sets of breaks. The PepBoys representative could not give me an answer for this mistake. I ended up paying for their unfair mistakes.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like them to refund me my money for their mistakes and not have to pay an additional $250 on top of the $200 I already paid. I would also like for them to have PepBoys evaluate or train their mechanics properly. Mechanics are indirectly affecting people's safety. Not having a safe vehicle to drive is putting myself and others at risks for potentially harmful accidents.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 2, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The manager did reach out to [redacted] and addressed her concerns, they have come to an agreement of a refund for $ 167.44

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

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

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

Review: I took my car into PepBoys for state inspection and emissions testing. I was told that my car failed inspection because the front lower ball joints were worn on both sides of the car and needed replaced, and that the control arm could also possibly be worn out and need replacement. I was given an invoice, stating that parts and labor would cost almost $500. During the inspection process, the worker made sure I could see my wheel rocking back and forth, with quite a bit of play in the wheel as he rocked it while gripping the top and bottom of the tire. I was taken into the service area, where he showed me the passenger side with the wheel removed, showing me the ball joint and explaining to me that he knew something was wrong as soon as he started my car and pulled it into the bay. I declined to have it fixed right then, as I wanted to price shop around. Two days later I had a mechanic friend check out my wheels and ball joints, explaining to him what the Pep Boys mechanic had done. My friend attempted to rock the front wheels back and forth, as the mechanic had done, but found that it was only possible if my lug nuts were conveniently loosened. He also checked the ball joints in accordance with my Haynes service manual. Nothing was loose. I called PepBoys the next day, explained that I had my car checked elsewhere and received a different result, and wanted it checked again. I made an appointment for the following day, when the manager stated he would personally check my car. He did so, and my car passed inspection. The manager could offer no explanation as to why my car failed inspection 3 days prior, other than mumbling things about the mechanic that had done the inspection and how he was strong and that's probably why my wheels were rocking so much. Looking back, had my wheels truly been that loose, I would have lost control of my car while driving. I was told by the manager that I would receive a call from his boss,and a refund for my inspection. One week later, I am still waiting for both.Desired Settlement: The manager at the store apologized to me several times, but the promised phone call from his boss never came, and nor did my full refund for the inspection. I feel completely taken advantage of and also like they truly do not care. I was also told that the mechanic that did the initial inspection would "be dealt with" and I'd like to know that this actually happened and that he is not continuing to rip people off. I want a full refund for my inspection and the time I wasted during this ordeal.

Business

Response:

Dear [redacted],

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

The service manager spoke to [redacted] and offered a refund for the inspection.

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

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.}