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Pep Boys Reviews (1616)

Review: I ordered some parts from Pepboys online and chose the option to pick them up from my local store in [redacted]. Nothing was to be charged until I picked up the parts. The parts were supposed to be available for pickup that day but they were not. That was okay, but the next day they were not available either. Everyone who I talked to in the store had a different explanation/answer to when the parts would be available for pickup. After being strung along for five days, one of the managers finally explained that the reason the parts hadn't come is because none of the stores had them. This was frustrating as I wish someone had told me that five days earlier, but I found them cheaper somewhere else anyway so I was not that mad about it. Two weeks later, when looking at my bank statement, I noticed I had been charged for all the parts. I called Pepboys to see why and they explained that someone must have pushed the order through. You would think they would simply refund my money as it was there mistake, but instead they asked me to bring a copy of my bank statement to prove that I had been charged. I provided them a copy and just when they were about to refund my money, the manager said she couldn't without me coming in to the store because it would have to be in cash. The next day, I was told they could not even refund my money in cash because they needed to see why I was charged. It has been over three weeks since I placed the original order which I never picked up and I am still dealing with them to see my money back. At this point they have stolen my money. I called corporate and they explained that an investigation needed to be done, tapes needed to be reviewed to ensure that I never came to pick the parts up. I have completely lost my patience. Dealing with Pepboys has been a nightmare and they have stolen my money.Desired Settlement: I want my money back. I also want to be reimbursed for the inconvenience this has caused me. They took a significant amount of money without my permission and I have nothing to show for it. It has caused me to be late on my bills. I did not budget for Pepboys to steal my money. I want my money back and something for holding my money for this long. Whether it is a gift card or free services, I deserve something for dealing with this companies incompetence and poor practices.

Business

Response:

Dear [redacted],

We are in receipt of the letter

sent to your office by **. [redacted] on June 16, 2014. We would like to

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

Boys facility. **. [redacted] was given a refund.We again apologize

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

concerns. Regards, [redacted] Customer Service Coordinator

Review: I went into this shop for a battery cleaning and left with a car that began smoking and running hot. They were not authorized to work or look at any other part of my vehicle but did so and in doing this created damage to my radiator which before this visit had not been leaking at all. A piece that goes over the top was also not put back in place properly (loose with not screws). I am disappointed and very upset.

Product_Or_Service: Battery Cleaning, Negative Battery Wire TighteningDesired Settlement: DesiredSettlementID: Replacement

I would like my radiator to be repaired or replaced if necessary.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on October 29 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.Customer did return and had the repair rendered. The complaint was resolved.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Review: pep boys on powers drive orlando fl, 32818. took them over a week to complete an auto repair, a tuneup. twice when I came back to pick up my car it stalled. I had the manager there twice he concurred that it

stalled twice and wasn't fixed right. came back a 3rd time, they charged me an additional $150... I was quoted the total repair being $1039 which is excessive for a tuneup but I paid it. 4th time back

still car not working. they advised me another part was needed, and said it would be another $140. so now we are $290 over what I was originally quoted and 1 week into a repair. I pleaded with them

to take their time, fix it right and TEST the car before you call me to pick it up... they did not. in fact, they claim they called me. each time I came back I had to call them and ask if it was ready.

I can show you phone records of NO calls from pep boys. I was lied to, not only about the repair being done, but not being called. I understand it's an older car and we're all busy and make mistakes.

3rd or 4th time into a mistake is ridiculous. I filed a complaint on the pep boys site but all a manager did the next day was advise they received the complaint and ask me to pay an additional $140.Desired Settlement: I want an apology and a credit of $700.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by [redacted] on June 2, . 2014, We would like

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

Pep Boys facility. [redacted] did return several times with his vehicle

after our first repair, however the first time was due to the distributor

failed, which we would have no way of knowing if a part is going to fail. We

replaced the distributor. The next two

times [redacted] returned with repairs needed that had nothing to do with the

prior repairs. One repair was a fuel pump and the next was a computer.

We do apologize, however we are declining a refund , due to the repairs

[redacted] received had nothing to do with the repairs needed.

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

[redacted] Customer Service Coordinator

Review: I took my [redacted] Truck to Pep Boys for brake repair on 11-25-13. Shortly after the brakes to feel funny. It went on and then my dash board lights would come on and off intermittently. The brakes got worse so I brought my car back to Pepboys on 2-14 and told them my concerns. I was to come back because they were busy. I told them I was afraid to drive home. I managed to get home. I called another mechanic who to me to bring my car in immediately. The brakes were gone so I had my car towed to his shop. He told me the previous person hyperextended the brake brakes and ruined my brake booster. etc. He proceeded to repair the brakes for a cost in excess of $1500. I told him how angry I was and would file a complaint with Pepboys. He said it was justified because the brake repair done by Pepboys messed up my whole braking system. I had to rent a car in the interim of being without a car. I filed a complaint with Pepboys on May8 and heard nothing, so I filed another complaint with customer service on May 15 and no satisfaction. When I first met with the local manager of Pepboys to discuss this issue, she told me they should have never sent me away with non-functioning brakes!!!

I called customer service today, May 14 and was told my case was denied because they spoke with the mechanic that repaired my brakes and that he didn't blame them for the damage from prior brake work done by Pepboys. This is a LIE! I have been in contact with [redacted] at [redacted]'s [redacted] and the told me that he faxed them a report stating that it WAS their fault. I was then told today that my case is closed. I am also getting conflicting reports. Customer service at Pepboys said they got the report, but the local Pepboys said they never got it. These people need to get their lies in sync.

I am very upset about this and something needs to be done to my satisfaction. My next course of action will be legal.

I have copies of all the necessary paperwork to back up my case.Desired Settlement: I wish to be reimbursed for initial brake job, brake booster and other damages that occurred as a result of damages from initial repair. I also want to be paid towing, car rental and any other legal remedies owed to me.

Business

Response:

Jun 9, 2014Dear [redacted],We are in receipt of the letter sent to your office by [redacted] on May 13, 2014. We would like to apologize for any inconvenience [redacted] may have experienced at our Pep Boys facility.[redacted] came in on November 25, 2013 stating that her vehicle was making noise when turning, so we wrote a ticket up as a brake inspection and test drove the vehicle, when technician pulled the wheels off he noticed that the pads in the front were low causing the noise and continued the inspection and noticed that the rotors were below specification ,so we advised [redacted] that she needed.A front brake replacement with rotors and she approved of the work of $280.68 which the labor was discounted from $138.00 to $110.40 and the pads were discounted from $41.99 to$ 33.59. During the inspection we noticed that the rack & pinion boots also were torn and we recommended a replacement, But Ms.[redacted] declined. When work was done we test drove vehicle and no noise was there[redacted] called back a couple of months later stating that her brake pedal is going to the floor and her engine light is on so. We advised [redacted] it had nothing to do with a brake repair. [redacted] than went to another facility other than Pep Boys, in February 201,4 and they replaced an air fuel ratio sensor master cylinder and a booster. The air fuel ratio sensor has nothing to do with brakes and a master cylinder can cause a pedal to go to the floor, but it has nothing to do with replacing the brake pads and rotors three months prior.The technician at the other shop is stating that Pep Boys hyper extended the brakes to cause brake booster to go bad which if that was possible [redacted] would not have been able to drive the vehicle for three months.The request for a refund has been denied.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.Regards,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

They made no reference to the fact that I came in and told them brakes were still giving problems. The day I took it in it had no brakes and they sent me away saying they were busy. The next morning the lights were still on and still no brakes!! I towed it to another mechanic. They sent me away with no brakes!!! My complaints remain the same. The other mechanic insists he sent them the reason for damage to my car was the damage was the hyperextension.

Regards,

Review: On Monday October 14 at approximately 11AM, I went into Pep**ys requesting an oil change and tire rotation. After my 2010 Nissan Altima Sedan went into their garage, the service tech then showed me that an engine mount located on left side of engine had broken, causing engine to become loose and put pressure/stress on the vehicles wheel drive mechanisms. I asked how difficult is it to replace? They said it would take less than 10 minutes but the part is expensive. I asked how much is the part. They would not give me an answer. The store manager "**" then said he would have to look it up. After his "researching" he comes back and tells me it's about $195 for the part after tax/labor. At first I had a bad feeling, I could not believe that part could cost so much. [redacted] then said to me "it's a fast job so, we're not going to charge you labor" I gave him the benefit of the doubt and said to go ahead due to the fact I was in a hurry for work and severity of issue. After doing the same "research" ** had done, I come to find out the part costs $65. His associate [redacted], then told me that the parts get marked up. The icing on the cake was when they had done damage to my vehicle after paying the full amount of $258.75 which included synthetic oil and oil filter change. I immediately brought this issue to **'s attention, I was visibly upset. ** said that he will arrange a rental vehicle for me by Enterprise to pick me up while repairs are done to my vehicle.

Product_Or_Service: Motor Mount

Order_Number: [redacted]

Account_Number: N/ADesired Settlement: DesiredSettlementID: Refund

I would like a refund for the full amount of $258.75. Clearly I am not happy about this, damage was done to my vehicle and I was over charged by over $130. **'s excuse for that was "I have to pay my mechanics" which by then I snapped back "You charged me over $130 for 5 minutes of labor that your mechanic took short cuts on using the wrong tool for the wrong job which has now resulted in suspension damage...all that for a #130 profit???!" PepBoys promises satisfactio

Business

Response:

Dear **. [redacted],

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

Customer returned to our facility and received a refund for $170.00.

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

Regards,

Customer Service Coordinator

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: 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: 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 have complaints about Pep Boys in [redacted], MD, I hate when company are offering free services to lure people to the store just to buy something without actually honoring their promises, couple of months ago, I went to Pep Boys in [redacted] to install 4 tires on my car, tires installed and I paid for the service, then the guy at the front desk gave me one of those membership card to accumulate reward points anytime I shop in their store and that with the card, I will get free tire rotation and more, I said OK and signed up, about 4 months after I went to Pep Boys website to make an appointment just for tire rotation, I got to the [redacted] MD store and was told that I have to wait for 2 hours because their tech is at lunch, I said but I have an appointment, the point of making an appointment with any company is to be available for you when you get there, I told the lady this is not acceptable and that its a complete waste of my time to make an appointment and come for the appointment with no service, this was on a Saturday, the lady apologized and book the appointment again for Monday at 630PM, I said Ok, I went there on Monday and met another guy, Lord and behold, he told me the same thing, two hours wait because the tech is at lunch, I said what is going on, this is my second time here with appointment and no service, Its like the front desk people are trained to say the same thing, TECH AT LUNCH, 2 HRS WAIT, what is the point of having appointment, at this point I know that this reward program is a scam and just to get people to come and shop in the store, they have no intentions of honoring what they promised for signing up, I believe if I told them that I want to do paid service, the tech would be available, SO PLEASE STOP DECEIVING PEOPLE AND STOP THIS REWARD CRAP, I will continue to write about this and hopefully I would get an answer.Desired Settlement: I like to them honor their reward program and a complimentary service

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 28 , 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] was contacted, the store manager apologized and asked **. [redacted] to return to our facility for a free oil change and tire rotation.

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

Regards,

Customer Service Coordinator

Review: I ordered a set of four tires over the internet at Pepboys.com with the assumption that I would get the price of one tire back in the form of a gift card. They had a promotion Buy three tires and get the fourth free. I submitted my order online and schedule an appointment to have them installed, and chose to purchase the warranty, and followed all the needed steps to qualify for the rebate. After the tires were installed I was told that the warranty might be voided because I did not choose to have the tires balanced, and this was not an option offered when processing the order online, nor was this service offered to me when I brought my vehicle to the store. When I asked why I wasn't made aware of the fact that not having my tires balanced might void the warranty I was told that they could do nothing because I had submitted my order online not at the store. After that I was given the rebate form to submit the rebate claim, and so I did. After processing I was told that the items I bought were not part of the rebate items. I called them and was told that they could do nothing because the tires I purchased were not part of the rebate items and that I would have to go to the store to get this resolved, but at the store they told me they could do nothing because my order was submitted online.Desired Settlement: I want them to honor the rebate I was offered. They should have better coordination between their online processing and what happens at the stores. It is a shame that they blame one another between departments.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on April 3, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced with our rebate process. We contacted our rebate department and the explanation for the mix up was that the tires that **. [redacted] purchased at the time/date were not part of the rebate until the following month, however **. [redacted] did purchase the total package and she would qualify for the rebate the following month. Our rebate department will process her rebate, it will be sent to the address on her original paperwork. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: I [redacted] purchased 4 brand new tires and wheels from this company and was almost killed due to the wrong size when trying to make a turn, the wheels rubbed my inner fenders and destroyed them, After several attempts to have Pep Boys correct this problem nothing has been done, nor have I received a refund. Matt P[redacted] and Supervisor Brandon did nothing but make promises and lies. Not only did they endanger my life and almost cause an accident due to installing the incorrect wheels and tires they caused sever damage to my pickup. I have been trying to get this problem solved since I purchased back in February 2014 and they just lie and lie.Desired Settlement: I would like a complete refund like they promised and the refund to have my truck repaired from the damage they cost for the amount of 2,684.22

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 5, , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny AvenuePhiladelphia, 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:

[redacted] PA [redacted] Phone # ###-###-####

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office by [redacted].

We again apologize, but our prior response stands firm.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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:

To Whom It may Concern

Review: I went to the pepboys september 2013 .I wanted them to check out a very loud noise coming from my car.It was the engine making a screaching sound and shaking with a loud thump when shutting it off and driving it.I asked for the fluids to be checked which they said they did and they said that it was my fan motor assembly needed to be replaced. They wanted approximately $500.00 to fix it.The lead mechanic also stood there and insulted me saying my car was a piece of junk and to get rid of it.Meanwhile,they never did check the fluids because a week later after I spent $130.00 getting the fan motor assembly part online and was going to have a mechanic install it, I decided to open the hood of my car because the car was starting to overheat and the engine was sounding like a ton of bricks was slamming into it. When I checked the oil there was no oil. When I checked the antifreeze there was none. I had my car serviced for an oil change three months earlier there,and had my car checked for the noise problem two times after. I had to rush to get antifreeze and four quarts of oil in my car before I was about to break down in the middle of a main road. I have had no leaks for the oil to have disappeared and no leaks for the antifreeze to have disappeared. My car hasn't been burning oil nor antifreeze. From one month ago when this took place since I put oil in my car and antifreeze there is still the same amounts in the car. No leaks, no burning it up, nothing. The car feels like it has undergone a shock with feeling rough now when driving but since I put all the necessary fluids, there is no shaking,no noise,nothing. It didnt need to have the fan assembly and motor replaced. It did need to have oil and fluids put in. I dont know how the fluids were all drained, but a month earlier I had gotten a radiator flush and had them fix my ac unit they said needed freon. I believe they didnt replace any fluids then either. They didnt check at all.I contacted their managers about ten times with no resolve.Desired Settlement: I wish to have the services they charged me for and the charges I have incurred now with returning the fan assembly part. I have lost days from work and also been under stress driving a car which only needed oil and antifreeze. The radiator flush and the oil change they did in april and another oil change in august. I never drove more than a few hundred miles. I would like a refund of these services Totaling $ 304.17

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted], on November 21, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

We will as a customer satisfaction refund **. [redacted], but we will need her to send us the work order numbers that total the requested amount of $304.17

**. [redacted] can send the work order numbers through the Revdex.com, once we receive the work order numbers we will review and a check will be requested.

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

Regards,

Customer Service Coordinator

Consumer

Response:

s[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,

To Pep Boys:

You already have ALL the work order numbers . Please do not belittle or minimize the amount of damage your facility had done to my car. I am sure there is more damage which has come from the delinquent behavior of your service men not checking my oil and trying to sell me on other car parts while damaging my car by not servicing it properly.

I had to order a new fan belt and assembly when I didn't need it. I had to take off time from work to receive it. I had a screeching noise from my car for days from no oil in the engine and no antifreeze in the radiator. I ASKED YOUR SERVICE MEN TO CHECK THE OIL OVER AND OVER AND ALL THE FLUIDS WHICH THEY IGNORED. THERE IS NO WORK ORDER FOR THAT! INSTEAD I WAS TOLD MY CAR WAS A PIECE OF JUNK!!! TIME AFTER TIME SERVICES WERE NOT DONE OR DONE IMPROPERLY. I BELIEVE THIS IS INTENTIONAL DAMAGE FOR CUSTOMERS TO COME BACK FOR MORE REPAIRS. THIS SHOULD BE YOUR WARNING ABOUT WHAT IS GOING ON AT THAT PEP BOYS IF YOU DON'T ALREADY KNOW IT. A SIMPLE THING TO PUT OIL IN , BUT THEY SAID IT WAS MY FAN ASSEMBLY, MY AIR CONDITIONER RECHARGE OVERPRICED AND STILL FAULTY WORKING, RADIATOR FLUSH WHICH DIDNT IMPROVE ANYTHING BUT DONE FOR THEIR MAKING MONEY. OIL CHANGES WHICH I DIDNT SEE CHANGED BECAUSE I ENDED UP WITH NO OIL IN MY CAR, AND NO LEAKS ANYWHERE!

I have given only the minimal cost amount of damage that your pep boys have done. I am sure if I get the car checked and get a few estimates the damage will run into the thousands. I am asking for the minimal amount so I can just pay off the credit account I have with pep boys, cut the card up and never in my life return to any of your facilities. All the charges on my card are from services done at the facility obviously weren't done properly and I was charged for services which weren't rendered.

All the services I had at pep boys weren't done properly or I wouldn't have any troubles after being in there for the last year. Please refund all the services that are charged on my pep boys account. You have all my records there. Please do not ask me for anything else since you have already gone way over the limit of harassment with remarks saying my car is a piece of junk and to get rid of it.

I will await for the check. Do not ask me to send you anything. ALL THE SERVICES WERE NOT DONE PROPERLY. REFUND ALL THE SERVICES.

Business

Response:

Dear **. [redacted],

We are in receipt of the rebuttal sent to your office **. [redacted]..

With the telephone number that we have for **. [redacted], we are unable to find the work orders, in order for us to resolve this matter, we will need the work order numbers.

Once we receive the work order numbers a check will be requested.

Regards,

Customer Service Coordinator

Review: I initially had my brakes and rotors done in the summer of 2012, I had problems with them not even a year later, the driver side brake started grinding into my rotor. I took it to another mechanic and he said that this was absurd and that this should never happen within 10 months of getting brakes if not ever. He also stated that the passenger side brake was fine, so Pep Boys had obviously put on the driver side rotor and brake incorrectly. So on 1/19/13 I took my car back to pep boys and they did say that they had made a mistake and they did fix the brake and rotor for free. I am presently having this same issue again..its just the driver side brake grinding into my rotor and the passenger side brakes are fine. Pep boys has stated before that they guarantee their brakes and rotors for 18 months. I am considering the very last time I went there) on 1/19/13, the date that they last worked on my driver side brake)the date that they should uphold their guarantee on these brakes. My husband called today and Jose said that they did not have my info in the computer for this date, which they must because that was the date they re-fixed my rotor, I did have a $0 balance but it must be in the computer somewhere. I'm presently searching for my receipt but I do have 2 witnesses ( my cousin and best friend were with me) and I have emails from them both asking info about my car which is how I found out the exact date. I feel this is completely unfair, brakes should NEVER grind into the rotor like this especially after 1 year of use and also this company guaranteeing brakes for 18 months. Please help! [redacted] ###-###-####Desired Settlement: I would just like them to fix my brake and rotor on the drivers side which was initially replaced by them, and I feel like they did not fix properly in the first place because I had this problem twice since I took it there. I just want it fixed

Business

Response:

Dear **. [redacted],

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

**. [redacted] came to our facility on May 21, 2012 invoice # [redacted] with 119,038 miles on the vehicle, the services performed at that time was front ceramic brake service and 2 front brake rotors. On that day, we recommended rear brake shoes, brake drums, and wheel cylinders. Repairs totaled $300.34 with tax. Rear brakes were making noise and **. [redacted] declined the recommended repairs needed. .

**. [redacted] returned on January 19, 2013 (invoice # [redacted] with 126,161 miles), we replaced brake and one brake rotor at no charge. We recommended left outer tie rod end, front tires and alignment again **. [redacted] declined the recommended repairs needed.

**. [redacted] recently called the store stating that she needed brakes because the left side was grinding. We informed here that the warranty had run out, but stated bring it in and we will see what we can do for her.

We could not promise that we would again do the repair at no charge, , until we looked at the vehicle.. **. [redacted] informed the Service manager that she was going above him, and then hung up on.

Several messages were left for **. [redacted], by the management team, wanting to advise **. [redacted] that they would like her to bring her vehicle in, so they can inspect the vehicle to see if the parts needing to be replaced can be warranted.

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

Regards,

Customer Service Coordinator

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 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: Also complaining about unreasonable or excessive delay in completing a repair and repairs resulting in additional damage. On or about June 19, 2013, my wife dropped off her 2005 Nissan Pathfinder for an oil change. She was later contacted that the check engine light came on while they had the vehicle and that the cam shaft position sensor and spark plugs needed to be replaced, which she agreed to have done. When she picked the vehicle up, the truck was running very rough and the check engine light was still on. The service manager agreed to repair the vehicle saying now that the timing chain tensioner was bad and they would have to order it. After having the vehicle for a week and being told several times that we would have it back by the end of they day on June 25, we still did not have the car - they could not get it to run properly. We agreed to leave the vehicle since we were going out of town and would not be back until July 6. I called on July 5, to check on the vehicle and because I had not heard from them (they had my cell phone.) They told me it was idling high but should adjust over time and it was ready. On July 7, we went to pick the vehicle up and were told it still was not running right - the check engine light was still coming on and that we needed to take it to the Nissan dealership. I have already paid $650 to Pep Boys, over $300 for a rental and refuse to pay for the damages they have done for what started out as an oil change! The manager, [redacted] has never called. I have had to call him to find out any status and it takes for ever to get thru to him. He was not there on July 7 when we went to pick up the vehicle. I have left the vehicle until I can talk to him in person. This is by far the worst service I have ever received.Desired Settlement: Would like to have Pep Boys pay to have the vehicle repaired by the Nissan dealership and a full refund for their services. They have a sign in the customer waiting area for 100% customer satisfaction or your money back, and I am certainly not 100% satisfied!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **.[redacted] dated July 9, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The service manager spoke to **. [redacted] when he came and picked up his vehicle. He drove his Pathfinder for more than 10 miles and did not have one problem at all. The work that was done was all no charge to the customer.

We explained that the previous work we performed on the vehicle did not cause the timing chain tensioner to fail. The vehicle left Pep Boys for more than 1 hour before it returned with a problem.

We immediately pulled their vehicle into the shop to try and resolve the issue. Once we identified the problem, we ordered the parts that would be needed to repair the vehicle. It took a few days for the parts to come in and customer was made aware everything we found and what parts would be needed and when they were scheduled to come in. We received all the parts and worked late to try and finish the vehicle before the customer left for vacation. Pathfinder is running fine

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

Regards,

Customer Service Coordinator

Review: Damage was caused to my vehicle while being serviced by Pep Boys on or about June 8.

On June 8 I contacted 1-800-Pep-Boys for a tow to the nearest Pep Boys ([redacted])for brake work.

On June 10 I picked up my car and there was damage to the back driver side top.

I immediately contacted the Pep Boys Service Manager, [redacted], on June 10.

He said that it was not the fault of Pep Boys.

He said it was the Tow Truck Company's fault, that the tow truck released the vehicle into trees and bushes and that is what cause the damage.

Pep Boys refuses any responsibility - although I called and paid them for the tow - I did not call or pay the tow truck company.

After dozens of phone calls to Pep Boys there is still no resolution to this matter.

Contact persons at Pep Boys is [redacted] ###-###-#### and [redacted] ###-###-####.

The towing company involved is [redacted] ###-###-####.

My case number with Pep Boys is [redacted].Desired Settlement: Repair to my vehicle.

Business

Response:

We are in receipt of the complaint sent to our office by **. [redacted] dated July 11, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

We contacted [redacted] who handles the towing, and they have confirmed that **. [redacted] has been contacted and a resolution has been finalized.

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

Regards,

Customer Service Coordinator

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: On 12/22/13, we took our 2007 [redacted] for service (headlight replacement on front driver side). The headlight housing unit was broken during the service and we were told by Pep Boys Manager [redacted] that a new part would be ordered to replace the damaged housing unit at no cost. We have called each week following up on the status and have been given the run around. First we were told by service deptartment they were unaware of the problem and will be ordering the part. We called again to follow up (week of 1/13/14) and was told by Service Manager [redacted] that they were still unaware of the problem and will be ordering the part - stated he will be calling us back to schedule appt for service. We called back again and problem has not been resolved.

Product_Or_Service: replace headlightDesired Settlement: DesiredSettlementID: Replacement

For Pep Boys to fix damage caused by mechanic and replace the headlight housing unit on driver side of 2007 [redacted]. If not to pay for [redacted] to repair damage - headlight housing unit part ($244.69) and labor ($57.50).

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 28, 2014 We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] came if for headlight replacement on Dec. 22, 2013. According to the mechanic who worked on the car, one side was damaged. We were only able to replace the one side. The assistant service manager at the time agreed to take care of the headlight assembly replacement. The service manager at this location had been in contact with **. [redacted] and was taking care of ordering the light from the dealer.

This service manager was then transferred to another location and failed to follow up with the order, the customer or let anyone know of the status of this issue, so that we could take care of it. We apologize for this delay, the part has been ordered as of today and as soon as **. [redacted] contacts the store and speaks to [redacted] an appointment will be set up.

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

Customer Service Coordinator

Review: on 6-15-2013 I took my car for an Oil Change and to have my transmission fluid replenished. [redacted], told me it would an 1.5 hours for my car to be brought into the shop for the work, which I agreed. I told him I was going to the restuarant located in the same parking lot, and left. 10 minutes laters [redacted] approached me in the Restuarant, and told me my car had leaked antifreeze all over the parking lot and 'my car was overheating' (1st lie). I told him I had checked my antifreeze the day before, it was fine, and that I had had a pin hole in the hose before, and I had the hose shortened to remove the hole, (i am unemployed and have limited repair funds)...He then told me, that there was a stream of radiator fluid all the way through the parking lot (2nd lie, as I retraced my path into the parking lot after leaving the restuarant). I told him to do nothing til I returned. I returned within 15 minutes of his visit to the ([redacted]). We went out to my car and I started it, the tempeture gage was at normal the same place where it had been prior to my visit to Pep Boys, (i consciously check my tempeture gage every day during operation, and at idle). I approached the front of the car, where [redacted] was checking for the leak, and he told me it appeared to come from my Water Pump (3rd Lie). I continued to let the car idle, for 5 minutes with out any change to the tempeture gage, additionally, I checked the area around the water pump, and no signs of leakage were present. I told him I thought that the water pump would start to squeal if it was bad, he said not always, and continued to sell me the Coolant system evaluation for 34.99, which I could not afford, but being worried it may be the water pump, I okayed. They checked the coolant system first, and told me it was a pin hole in my hose (no surprise to me), and repair would be 199.00 approximately, I told him absolutely not (knowing he had outright lied to me), and not to worry about it, but continue to change oil and fill transmission fluid. [redacted] had also told me earlier, that because my car was a Honda Passport, I would need [redacted] Transmission fluid. After [redacted]s lies, I paid very close attention to oil change through the visitor window, I notice when the mechanic changed the transmission fluid, it was a [redacted] brand, (which is no big deal to me, but just another example of [redacted] unethical business practices). I would like to finish by saying, that the mechanic was not [redacted], though he is listed on my invoice copy...Once my car was complete, the mechanic came in, and spoke with maint supervisor, under his breath, it then took the Supervisor approx 20 minutes to change some items on my invoice though I do not know what he changed, he then gave the bill to the clerk, which I paid. My total bill for oil change and 2 qts of transmission fluid, including pumping air in my radiator was 81.28... Needless to say this was much more than I was expecting to pay. In closing, Pep Boys had been very fair to me in the past, with a brake job, I thought...Now I dont know, and not sure that I will ever go back again to this shop, as their business practices are a bit Shady, and [redacted] is an out right crook.Desired Settlement: I would like 34.99 dollars returned to me due to the blatant lies of [redacted], I would also suggest, you reconsider [redacted] continued employment as he represents a liability to your organization. Though, I do not neccesarily expect the return of the money for the Coolant system evaluation and dye, my continued support of the Pep Boys brand will be based on the fairness, and willingness of your organization to except responsibility for the sales practices of your employees.

Business

Response:

Dear [redacted],

[redacted] Ms. Leslie Matteson dated June 24 , 2013,

As [redacted] states in her complaint she was advised of the leak before the oil change was done and authorize a coolant diagnosis of $34.99.

While we under stand [redacted]'s financial situation, she approved the work and we still need to pay the technician for the services performed.

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

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

Regards,

Customer Service Coordinator

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Description: AUTO PARTS & SUPPLIES - NEW

Address: 6522 Central Ave SE, Albuquerque, New Mexico, United States, 87108-1813

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