Pep Boys

Review: On 9/23/13, my 2011 Hyundai Sonata was brought into Pep Boys to change out two rear parking light bulbs, the cost of which (labor + parts) totaled $25.80. The car was sparingly used for the following two months. On 11/23/13, during a drive, the rear driver's side tail light assembly (which houses the parking lights as well as others) fell out of the car. The car was brought into the dealership from where it was purchased on 11/25/13, who specified that the housing was broken due to someone applying force to the assembly instead of properly removing the screws during replacement of the bulb. The cost of the replacement was $239.95. Immediately after leaving the dealership, I went to the Pep Boys location in question. The manager refused to see me, asking me to call in 3 hours or later. A call was made, and the above information supplied. The manager ([redacted]) stated that he would review the footage of the tapes and call me back. No call was received that day. On the following day, 11/26/13, a manager by the name of [redacted] called and stated that the employee supposedly made a note stating that the assembly was already broken. There was no mention of what the tape revealed. [redacted] was also unable to explain why the employee did not mention the supposedly broken assembly prior to the replacement procedure, and what would have stopped the employee from writing such a "note" after he himself broke it. In the end [redacted] simply stated that the request for reimbursement for both the $25.80 and $239.95 would be denied.Desired Settlement: I would like a full refund in the amount of $25.80 as well as a reimbursement in the amount of $239.95, the cost of fixing the "work" of Pep Boys. Should this request be denied, my next course of action will be to contact the consumer protection section of the office of the attorney general of Virginia, as well as to file a case with the Virginia small claims court. Both invoices for the bulb replacement and the assembly replacement can be supplied upon request.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 1, 2013. We would like to apologize to **.[redacted] for any inconvenience he may have experienced at our facility.

Our Service manager will contact **. [redacted] and offer a refund.

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.

On 12/5/13, I was contacted by manager [redacted] who told me that they were willing to reimburse the cost of repairs of $239.

That night, I was given reimbursement for the amount. While no refund was offered for the service, I accept the reimbursement to be satisfactory enough and will consider the matter closed.

Regards,

Review: on 7-72014 I had an appt with pep boys for my two vehicles to get oil changes. my first appt was 0800, it got in at 0900, my second vehicle appt was at 0900, it got in at 10:30. they only had one mech on duty to do all the services. he was going from car to car. on my second veh I asked the manager [redacted] if they could rotate my tires and check a tire that was on uneven tire ware. he told me no problem. my second veh was done around 11:30. we left there and went home. the next day I went to my truck the second veh and noticed the tires had not been rotated and no sticker in the window telling the oil change. I called the pep boys and the lady there told me mike was not there , and she would have him call me back. on 7-10-2014 I took my truck to [redacted] to get my muffler checked and a tuneup. I spoke to the manager there and told him that pep boys had not rotated my tires and check the one with uneven tire wear. no problem they called me I went there he showed me the tire from the inside and it was almost down to the medal strap. I could have been hurt or more on that tire.Desired Settlement: I what a complete refund from pep boys and an answer why they allow such practices in there professional work place.

Business

Response:

Dear **. [redacted]

We are in receipt of the complaint sent to your office by **. [redacted] on July 17, 2014, We would like to apologize to **. [redacted] for inconvenience he may have experienced at our Pep Boys facility.**. [redacted] was contacted by the Service Manager. The service manager addressed **. [redacted]'s concerns. the service manager apologized for the technician not rotating the tires and ensured **. [redacted], that he would personally take care of him in the future.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Review: I purchased a prostart battery 4/30/11 and have had problems with this battery ever since holding a charge. I finally took my van the [redacted] place in [redacted] on 8/7/13 for tests. They said it was the battery. I went to Pepboys on 8/8/13 where I purchased the battery because I have a 72 month prorated warranty, 2 year replacement for free. They tested the battery The reading was battery is good but the state of charge is low. Of course it is low because it won't hold a charge. They were unwilling to stand by the warranty.Desired Settlement: I would like Pepboys to honor their warranty and replace my battery for free since I have had multiple problems with this battery. I'm 82 years old and it's a hassle when I run into the grocery store and come out to find my car won't start.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **.[redacted] dated August 20 , 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] was contacted and advised to return to our facility for a replacement battery.

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: I took my vehicle in for new tires and was told I needed an alignment also. When I picked up the van the alignment was way off and van was veering to the left. I took it back and they did another alignment. After the second was done and both times road tested by a mechanic, the vehicle veered to the right. After bringing it in a third time I was told that the alignment was off because off excessive hear they had to apply to the tie rod to loosen the nut to adjust. This caused the tie rod to stretch and now I needed new tie rods as well as another alignment. I explained that since the damage they claimed was done by their mechanic and not myself that they are responsible for the repair. I was told by the mechanic who did he work that it was my fault since it is my vehicle not his. This location should not be in business as they are endangering the lives of every persons car they have worked on as well as anybody else on the road. The manager was of no help and left before they started working on my vehicle for the third time. I do not have the time to keep bring my vehicle there nor do I trust any of the mechanics work after what I witnessed today.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my fleet company who paid for the repairs to be refunded.

Business

Response:

---------- Forwarded message ----------

From: <[redacted]>

Date: Fri, May 30, 2014 at 9:53 AM

Subject: [redacted] # [redacted]

To: [redacted] <[redacted]>

Hi [redacted],

Can you please help me to get the below response to [redacted], I do not have her email and this case is no longer open.

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 at our Pep Boys facility.

This complaint was addressed a refund was given.

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

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and only for the use of the intended addressee(s). If you have received this communication in error, any disclosure or use of such information is strictly prohibited. Please notify the sender immediately and destroy all copies. Thank you.

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: a refund was NOT given.

Regards,

Business

Response:

[redacted]

11:16 AM (5 minutes ago)

to me

Dear [redacted],

We are in receipt of the rebuttal sent to your office by **. [redacted] dated May 5, 2014.

A credit was put back on **. [redacted]'s account for the price of the alignment .

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

Regards,

Customer service coordinator

Disclaimer: The information contained in this communication is confidential and

only for the use of the intended addressee(s). If you have received this

communication in error, any disclosure or use of such information is strictly

prohibited. Please notify the sender immediately and destroy all copies. Thank

you.

Review: Had my truck towed to Pep Boys in [redacted], NJ this morning.[redacted], the manager at that Pep Boys called me around 10am that morning after he received my truck. He told me he was going to read just one code and call me around 1:30pm the same day with some information.He never called.At 6pm, we called [redacted] to see why he never called us like he said he would do.He got nasty. Told us he never even got around to looking at, and he said he might not look at it for a few days. He also denied that he said he'd call me at 1:30pm today. Stunned, we then called a competing Pep Boys in [redacted], NJ and made arrangements with the manager there who's name was [redacted] and we were to have our truck towed this evening from [redacted]' shop in [redacted] to [redacted]'s shop in [redacted].[redacted] was notified by [redacted] of this arrangement.When the tow truck driver arrived at [redacted]' [redacted] shop, my truck was now in a bay all locked up, this after it was sitting in the open lot the entire day, and [redacted] refused to release it to the tow truck driver, that [redacted] had sent over there.I am now seriously afraid that [redacted] is tampering with my engine, sabotaging it, because I had complained about him to an operator at the Pep Boys hotline.He was abusive to the tow truck driver with lots of fowl language, and he was not very nice to us, either.Tomorrow morning, I am again going to attempt to have my truck towed out of [redacted]' shop in [redacted].Desired Settlement: No charge for the towing of my truck.Hold all surveillance camera footage being beamed at my truck while it is in [redacted]' bay, for I fear he is sabotaging it.More importantly, I would like to see [redacted] fired.

Business

Response:

Dear **. [redacted],

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

**. [redacted] had his vehicle towed to our [redacted] location and [redacted] did contact him and advised that he had a few other vehicles ahead of him, but he would try his best to get the vehicle looked at. [redacted] did not have time to look at the vehicle, so he keep it in the garage until the next day.

A tow truck arrived to pick up the vehicle, because **. [redacted] needed the vehicle looked at right away, but the shop was locked, due to closing time. [redacted] asked the tow driver if he could wait 30 minutes, but the driver left.

[redacted] was than contacted by [redacted] at our [redacted] location ,stating that **. [redacted] was going to tow his vehicle to their shop, but the vehicle was never towed to [redacted].

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

Regards,

Customer Service Coordinator

Review: My vehicle was repaired by pep boys after over 2 weeks and more issues. When the vehicle was picked up it had issues with the heat shaking the car. After 2-3 weeks the engine came on for same issue. The vehicle aslo had some small body damage as well. That had happened while in the shop. The vehicle is havng issues currently and do not want to even bring vehicle back.Desired Settlement: I'm seeking a full refund as the vehicle needs to be checked again and possibly repaired as well. I'm completely unhappy with the work.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 29, 2014 by [redacted] .

[redacted] filed a complaint on October 2, 2014, complaint# [redacted], we responded denying any refunds. [redacted] now filed another complaint with your office #[redacted]. This complaint she states she is still having the same issue and would like a refund.

We will not be given any refunds to [redacted], however if she is still having issues, that she feels has to do with the repairs rendered at Pep Boys, we ask that she return for us to look into the issue and if the repairs needed has anything to do with the repairs we performed, [redacted] will have those repaired done at no charge. If [redacted] would prefer to return to another location we can make that possible also.

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 took my car in to their location on August 10th and was told my brakes were shot and that my rotors could not be turned or resurfaced and would all require replacing all four rotors and brakes on all four wheels. I asked them which was worse, the front or the back and I was told the front so I approved them replacing the front brakes and rotors. When they lifted my car up on the rack, the power in the area went out. After an hour, the power was still off and they asked me if I would like a ride home. I told them no and they said they could put my tires back on and I could come back when the power came back on. I told them that would be fine. After I left, I called another repair option to see if they would look at my brakes and confirm what Pep Boys had communicated with me and they put my car on the rack and inspected my brakes and told me that all four rotors were in excellent condition and did not need resurfacing or turning. My front brakes were in good condition and my back brake pads needed replacing. The repair was under a $100 and Pep Boys stated the repairs would be $850. Pep Boys also communicated that my tires were dangerous to drive on and needed to be replaced soon. The 2nd person that examined my brakes, also checked my tires and said they were not in need of replacement.Desired Settlement: I would like the person that made this false accessment to be held accountable for his deceptive business deaings, to prevent anyone else from being taken advantage of. I would like a good-faith effort on their part to rectify this and will defer to there business best practices in resolving dissatisfied customers.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 26 , 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

**. [redacted] came to our facility for a free brake check. Our recommendations were, brakes front and back and we suggested resurfacing or replacement of all four rotors.

**. [redacted] was advised that the rotors had hot spots, but were still with in manufacture specs.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because Pep Boys response is not truthful. They told me my rotors were "completely shot" and had to be replaced. They told me my front brakes were worse than my back. The 2nd opinion stated all rotors were in "like new" condition and the diagnosis by Pep Boys was false. I am just another in a long line of women that get taken advantage of by mechanics than value money over service and honesty. I am very disapoointed in the treatment and now response of Pep Boys and it is even more disappointing that I am being responded to like I am ill-informed and some how can't remember what was really said. I thank God the power went off that day so I would be forced into a 2nd opinion to see the dishonest treatment for what it is. I hope this record is used by other consumers to see how Pep Boys responds when called out on clear dishonest customer treatment.

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,

Customer Service Coordinator

Review: On 7.15.14, I took my car to this PEP BOYS for an oil change. Store #[redacted] on [redacted] FL.. I had a coupon. I was told that for synthetic oil it was almost $70 dollars. I said ok, but I know that I have gotten my oil changed for less. While there with my youngest son, I was told that I need front right brakes. I called my husband and he stated ok, go ahead. Then I was told by the mechanic that my battery had died. I didn't problems turning on my car. he went on to say that he ran a battery test and that the battery was low. The desk guy stated that he wasn't trying to sell me a battery. They also stated I needed new tires. I just bought a new tire not too long ago. Two hours of waiting time and $242.60 later, I get to go home. My husband checked my battery. It had corrosion. He poured coke on it, cleaned it and ran a battery test. The battery is fine. The store manager Dwight calls to follow up. I tell him what happened. I also tell him I know I need an alignment and tire rotation, but that's it. He says to come in. A few days later my car makes a weird noise every time I brake. Sounds like fingernails scratching a chalkboard. My husband and I take it back today, 8.1.4 because I had to go out of Town. Now they tell me I need a right wheel barring, struts and tires. They took off the front of my car which was not necessary. All of that would be more than $600 in work. They saw a woman and took advantage. Is this what we have to look forward to? Every time we take our cars somewhere they rip it apart and claim everything is wrong. I drive my car everyday with my small children. I do not need safety issues because they claim things.Desired Settlement: DesiredSettlementID: Refund

How do I know I even needed brakes? Nothing was pointing to me needing a brake change. I am going to get a second opinion on my car. I believe they made it worse. My struts, nor wheel barring was mentioned the first time when I went.

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.

[redacted] came into tour facility for an oil change. In the process of the oil change the mechanic noticed the front brakes were low (pad thickness was around 1/32 nds) [redacted] was advised about it and she approved the work, we also changed an air filter. About a month later [redacted] returned advising she had a noise from the brakes. We checked the car for free and found that the wheel bearing was making noise the wheel bearing didn't have an play or any signs of going bad just the noise.

We advised [redacted] and offered her and her husband a discount, they refused and left. A few days later the [redacted] opened a complaint and at that time a discount was offered.

We did nothing wrong and do not feel we should refund or give a free repair. A discount was offered. If [redacted] would like to accept our discount offered, we ask that she return to our facility for the repair.

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

The person responding works in another State and was not there when we took the car back. She is covering for her employees. My husband and I were not offered a discount. We were told the original price. I found out from another mechanic that brakes they put on were the cheapest roters causing my car to make that horrible noise. I'll never use Pep Boys again. I also have been letting other people know about the horrible service and several of them have had bad experiences with your Stores. Not just this location.

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:They are liars, but I realize this can go on forever because they are crooks. Therefore, I will never use their services again. I also have told several people. My car is fixed and I do not need them.

Regards,

Review: I called pep boys and spoke to ken I told him what was going on with my car he said what my car was doing was funky and was electrical which I agreed with. he then said they had a electrical diagnoses that would find out what it was for 44 dollars . when I took the car in I asked again if they could find the problem again he said yes there was a few things it could b but they would find it with their electrical diagnosis and it would take an hour or two after three hours I rode by my car was in the bay nobody around it I waited another hour and called he said they hadnt found the problem yet but someone was working on it but they were having a hard time finding problem and the guy working on it would b there another two hrs till five and he would call me back when I went by again there was no one working on my car again at four they called my alternate phone number told my friend that it was electrical and needed to go to an electrical shop they didnt have the equipment to find the problem . when I picked up my car they made me pay 48.83 for a diagnosis that I didnt get and they didnt have equipment to do I made it very clear on the phone and in person that it was electrical I feel like they knew they could not fix my car or diagnosis it and just said they could to get my money when I told that to the tech I paid he said that how pep boys work I agreed to pay for diagnosis that I didnt get and dont think they really tried to getDesired Settlement: I want my money back

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated March 5, 2014, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

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

Regards,

Customer Service Coordinator

Review: pep boys were negligent in performing service to my brakes. causing the longevity of my braking system to be compromised and also costing me more monies to have the job done correctly.Desired Settlement: would like my money paid to pep boys for the faulty brake service refunded to me as well as the additional monies spent to correct said faulty brake service refunded to me.

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. The service manager

spoke with **. [redacted] He states that [redacted] dealership told him that brake job

was done incorrectly. Pep boys did the front basic brake replacement on February

8, 2014. **. [redacted] states that we did not resurface the rotors. We

verified thru cctv that the rotors were resurfaced and that the job was done

correctly, and we to spoke an associate at the [redacted] dealership. The dealer

remembered **. [redacted] and his repairs. They will not back up the allegations.

The dealer only stated that the vehicle came in with warped rotors and that

they resurfaced them and that was it. The dealership did the rotor resurfacing on May 24, 2014 . As

customer satisfaction only we offered **. [redacted] a refund of 198.01. He

accepted the offer and wants Pepboys to send him a check for said amount. A

check is in process will be mailed to [redacted], OH [redacted].We again apologize as well as thank **. [redacted] allowing us the

opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

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

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 reported that my car was vibrating when reaching speeds of 50 mps and above and it was pulling to the right. I was told I needed a wheel alignment. they did a wheel alignment and charged me $393.00 +. Now, when I drive my car it pulls to the right even more. I was under the impression a wheel alignment repair that issue.Desired Settlement: I want a refund because the car isnt repaired

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on February 12. 2014, We would like to apologize to **.[redacted] for any inconvenience he may have experienced at our facility.

[redacted] came in to our facility for a steering and suspension inspection. After we inspected the vehicle we found the outer tie rod ends on both sides bad and that tires needed to be replaced.

**. [redacted] approved to replace the tie rod ends and do the alignment, but no tires this is why he still has issues. It was noted on his work order that he needed tires.

Services were provided at **. [redacted]'s request and we recommended he replace the tires, 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 took my car to Pep Boys two days after I bought the car for a full inspection, oil change, and tire rotation. I was sent home after explained to me that the car had a small leak in a valve but was very minor and insignificant, the radiator had to be replaced because it was the original radiator and after a certain amount of miles radiators should be replaced, also brakes, and rotors had to be done. My care started making noise a few days after but I didn't understand why since I wasn't a mechanic and it started driving weird. I took it back to Pep Boys 3 months after because the problem would come and go until one day my car heated up so bad I was no longer able to drive it for long. After I took it there and explained what happened the manager did a leak evaluation on my car (complimentary) along with another oil change (complimentary) and the mechanic explain that there was no way the car left Pep Boys the first time around with oil if there wasn't an oil leak and the tiny bit of oil it now had. Apparently, after that I changed the radiator because when it heated up it blew it out at another shop because I wasn't taken it to Pep Boys after that. And 2 in a half months later my engine blew due to the heat up that it had it also blew out some gaskets in the engine causing the oil to mix with the water. Now, Pep Boys is trying to say it wasn't there fault because once someone else works on the car it takes liability from them. Although, I took the car somewhere else after they had messed up and went to put the radiator with someone else.Desired Settlement: I need them to fix my engine or replace it. If I take my car somewhere for an oil change I would of expect it to leave there with oil and not come back until it was due for another oil change and it wasn't even due the second time I brought it back after it heated up and blew out my gaskets and the radiator.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 2, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

On November 16, 2012 **. [redacted] had her oil changed at our facility.

On March 19, 2013 **.[redacted] returned for an oil change, fluid leak evaluation and a free alignment. at that time, we recommended she replace the radiator, due to the mileage on her vehicle, and also advised that there was some residue around the valve cover, but was not something she would have to worry about at that time.

Three months later, **. [redacted]'s vehicle starts to overheat . [redacted] took her vehicle to another shop and had the radiator replaced. At that time because of over heating the thermostat and oil should have been change, but that was not done, which caused the engine to blow.

Now **. [redacted] feels Pep Boys is responsible for her vehicle being out of oil. The service manager explained to **. [redacted] that if we did not put oil in her vehicle three months prior, her vehicle would have shut down with in days.

We suggest that **. [redacted] contact the shop where she had the radiator replaced.

We find no wrong doing on behalf of Pep Boys and will not be responsible for the engine in **. [redacted] vehicle./

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

Regards,

Customer Service Coordinator

Review: I purchased a [redacted] battery and it went bad. I was given a warranty replacement and it also went bad within 6 months. I took my car to another repair center where it was determined to have a dead cell. I had the service center install a new battery. I returned to Pep Boys with their bad battery and dropped it off to be tested. I called back about two hours later and was told by [redacted] the battery failed. When I went back to the store the Manager ([redacted]) told me he retested the battery and it tested good. I did not want a third battery from Pep Boys after receiving two bad batteries at this point. While I was in the store another customer was returning a battery and he mentioned to me it was his third replacement. All I wanted was an in store credit and the Manager could not or would not do it. I told him I would talk with their corporate office to see what they had to say about it. The Manager then told me all corporate was going to do was contact him as if his decision would be final. At that point it was nothing else to discuss with him. He gave me his business card and I left. I tried contacting Pep Boys at ###-###-#### listened to a recording and never was connected to anyone.

Product_Or_Service: [redacted] batteryDesired Settlement: DesiredSettlementID: Refund

In store credit would be fine.

Business

Response:

Dear [redacted], We are in receipt of the

complaint sent to your office by [redacted]. [redacted] on April 29. 2014, We would like

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

Pep Boys facility. The service manager would like to issue [redacted] a

store credit. We ask [redacted] return to our facility and see the service

manager.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 took my car in to the pep boys office for power steering pump replacement back in May. They replaced the pump, but 2-3 days latr it was out again. I have been in there office 8 times going on 9 now for the same issue. After the 6th time of me asking if there was an underlying problem that they should check to see why it keeps going out? They then told me that it was the rack and pinion. So they ordered me a new part , I then took it up for the 6th time to have a rack and pinion and a new pump put in. Got my car home the same day and still the problem continued. I called back and was told to wait a few days to see if it stop. I waited a week went back up there for the 8th time and they replaced the pump again and told me it was there faul because tey didnt replace the pump when they put the rack and pinion in there, even though they told me they had replaced it then. (but didnt). So I had yet a 7th pump put in. I expressed concerns many times of why my car wasnt being fixed an told them they should have refunded my money to me for the inconvenience and hassle and time. they have not dne that yet. My car is now going in to the shop for the same problem for the 9th time. still not fixed! I have been there every week since the midle of may. I have called there corporate office 4 times and made a complaint and requested a full refund and my car be taken care of. no one has called me back but one time and hasnt done anything about it so far. ifeel I am being messed with and taken advantage of and ran around. I ant get them to do there job right or do what is right in the situation. They replace the pump yes. but does it work? NO 2-3 days thn its done and out again. obviously there is an issue there with there workers and business.

Product_Or_Service: power steering pump & rack and pinion replacemDesired Settlement: DesiredSettlementID: Other (requires explanation)

I believe that by now after this many times I am entitled to a ull refund and my car be taken to another sop and fixed at there expense, and if I am in need of a rental until it is resolved that should be on there bill s well. I have been more than fair and now I am at my whits end, because the issue is out of hand t this piont.

Business

Response:

Dear [redacted]e,

We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and a refund check was sent to [redacted].

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: On 1-6-2013 I purchased a transmission kit and a gallon of [redacted] transmission fluid I took apart the transmission and replaced the filter which came in the kit when I went to put the pan back up I had noticed that there was the wrong gasket in the kit when I called pep boys I was told that they did not have another one and that they can order one and have it the next day or call another store to see if they had one It was explained several times to person that I could not reassemble the transmission and that I needed my vehicle the person just did not give a [redacted] and hung up on me I did reassemble the transmission with the old gasket and the vehicle is operating The transmission does leak do to the old gasket it is crazy that a big store like pep boys only stocks one item I AM A EXPERIANCED MECHCANIC AND VA CERTIFIED AUTO BODY TECH I KNOW WHAT I TALKING ABOUTDesired Settlement: I want complete replacement of the kit and the transmission fluid needed to repair the vehicle right I WANT pep boys HELD RESPONSABLE IF ANY DAMAGE TO THE TRANSMISSION SHOULD ACURR DO TO THE LEAKAGE WANT REINPURSMENT FOR ALL FLUID THAT IS USED TO REPLACE THE LEAKING FIUD UNTIL IT CAN BE REPARIED PROPERLY I WANT PEP BOYS TO PAY FOR THE LABOR TO REPAIR IT AT A PLACE OF MY CHOICE NOT BY THIER IT MECANICS WHO WILL DUMP SEALER INTO IT AND SAY ITS FIXED IMEDIATE SETTELMEN NEEDED

Business

Response:

Dear **. [redacted],

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

We have tried to reach out to **. [redacted], but **. [redacted] did not want to discuss this with the manager. We would like to offer **. [redacted] a full refund for the kit he purchased and the fluids, we would also like to offer another kit at no charge.

We will not take any responsibility for any further repairs.

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

Regards,

Customer Service Coordinator

Review: This concerns Pep Boys rebate policy. The salesman said would take 4-6 weeks because of mailing took longer. I was expecting a rebate like other I have received from other companies a simple rebate check for a specific amount. From Pep Boys I received a pre-loaded debit card for the rebate amount from [redacted] with restrictions. I can not transfer the rebate amount to my personal bank account but have to use the card as a credit card and hopefully the business I do business at will accept it. This causes me great concern as to the extra work I now have to do to either try and use this card and now give my information to another company so I can track my account and I have until September 2012 to use the card or lose what is left. I feel this inconvenience was not specifically spelled out on the rebate form. Since this is different from other business's and the business failed to make me aware of this way with their rebates. The local store manger's words were it is a corporate policy and there is nothing he could do as there are only a few complaints each year depending on the different types of rebates offered, which I did not know just what was the difference in the rebate I received from other rebates.Desired Settlement: I feel that since I am being inconvenienced by this type of rebate that the amount of twice the original amount or $283.98 be sent to me in the form of either a check or money order as compensation for my time and trouble.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 21 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

Our rebate form clearly states, the customer will receive a Prepaid [redacted] Card. This card is good anywhere [redacted] is accepted.

While we appreciate [redacted]'s patronage, we are unable to issue a refund.

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

Regards,

Customer Service Coordinator

Review: This complaint is about the Pep Boys in [redacted] Florida. I have a Buick rendezvous, with noise coming from wheel on the ride side and light flashing AWD disable. On Saturday July 6, 2013 in the early afternoon, I had my SUV tow to Pep Boys in [redacted] Fl on route 27. During that time I was told my Hub in the wheel was broken and catalytic converter needed to be replace. This is what came out in there findings and from there computer diagnostic test. I was told the car will be ready that day by 5:00 pm. When calling to follow up about my car, I was told they could do anything on the car. Because the part they received was wrong. I was told they are trying to get it replace now and the car will be done by closing time. Before they close I call them and Pep Boys said they will get the catalytic converter part tomorrow morning. Pep Boys assure me that on Sunday June 7, 2013, 1st thing in the morning my car was going to be ready by 10:00 am. I kept calling that day and was told they was working on getting the part they need. Then finally after me calling, I was told they will not be able to get the catalytic converter part until Monday morning July 7, 2013, and car will be ready by 9:00 am. During that time when speaking to Pep Boys, I was told they could not start or fix anything on the car. On Monday July 8, 2013, at 9:00 am I call Pep Boys to find out the status on my car. I was told then, they had trouble and could not find this catalytic converter part they need for my car anywhere in Florida. I was told then, my car will not be ready until Tuesday July 9, 2013 sometime in the day. I ask at that time over the phone was they able to fix anything on the car? I was told no by Pep Boys. Knowing how discussed I was with there service and broken promises, I requested to release my car. I explain to them, I will have my car tow out of there and sent somewhere else. Pep Boys try there hardest to change my mind to keep the car there. After speaking to them, my mind was made up and I explain to Pep Boys, how unhappy I was with the service I receive. at Pep Boys at that time. I did speak to a manager on duty at that time.

Pep Boys stated then, I will be charge for computer diagnostic check they did on my car that will cost about $70.00. I said fine. In about less then 2 hours time from speaking to Pep Boys on the phone, I arrive with parts of my family and tow truck driver. When I came into the store, I was told my bill was over $400.00. I ask for what? I was told one price and when I came here I was told another price. Pep Boys at that time said they fix the hub, leak and other things on the car. However, prior to me arriving there, I was told they never fix anything. I found this to be surprising, knowing, with all the phone calls to Pep Boys this was never mention to me over the phone. They said this was fix on Saturday July 6, 2013. However, they never mention a word to me. Nevertheless, when speaking to them Monday July 8, 2013 at 9:00 am, before I arrive at there store, I was told only to paid a computer diagnostic check for the car, which was under the $100 mark. There was no mention my repair bill was over $400.00. When my family and tow truck arrive there, my car was on the lift, with my cars parts all over the floor. Pep Boys did not put anything back and just place parts of car in clear bag. The tow truck driver advise us, he felt they did not really fix the hub on the car and he believes parts was missing on the car. I did talk to the people at Pep Boys, who advise me that everything was there and they repair the Wheel Hub on the right.

Once I had the car tow to another garage, I was told by the other garage, that not all parts for my car was in the bag. I help him search the bag and car for the parts. There was nuggets missing, sensor for the car missing, etc. That garage also advise me, that the work that was done on the Hub did not seem right and do I know for sure it was really repair. That garage also found that everything Pep Boys was saying or what they said needed to be done for the car, was questionable.

Yet, knowing I paid for the hub to be repair, when driving the car from time to time I heard some noises in the same wheel they claim to be fix. Because of all my problems with Pep Boys I left a message at the [redacted] Store for regional manager to call me, but no one ever call me. Keep in mind, I myself had to keep calling Pep Boys to find out the status of my car. The people at Pep Boys did lousy job in keeping me inform. Knowing I travel there from NJ to FL, I felt I wasted so much valuable time, knowing I was there with my family. My children was hoping to do something that weekend, but that was delay due to broken promises by Pep Boys for delaying everything and not being truthful on anything. Nevertheless, I felt I was rob by pep boys on there charges. Even knowing I did not get the catalytic converter fix at Pep Boys, going to another garage they had the part and it save me so many hundreds of dollars from what Pep Boys was going to charge me.Desired Settlement: I am requesting some form of refund, on what I paid to Pep Boys in [redacted] Fl. Which I am hoping on refund of more then half I paid, knowing that before I got to the store, I was told to pay only for the computer check and there was no other charges. Because nothing else was done on the car. The other stuff besides the wheel hub that was done on my car, they did not have my permission on and nobody ever said there was something else wrong. Furthermore, there was no mention the wheel hub was repair, so I came into the store unaware of any repairs done with any knowledge from Pep Boys, this is one of the reason I am requesting the refund.

On top of that, I am requesting that Pep Boys Company set up repair at there Pep Boys in [redacted] NJ near my home, to check what they fix on my car and repair it free of charge. Without charging me any labor or part charges. Please note, before I came into the store I told to pay for computer check only. Everything else came by surprise. I been taking my car for years to Pep Boys in NJ, but never found to have something like this happen to me. I was taking for fool by Pep Boys in FL, because they knew I was from out of town and I had no other choice.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 22, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager tried contacting **. [redacted] left several messages and also left a message with **. [redacted].

**. [redacted] had his vehicle brought to our location after inspection, **. [redacted] was advised of the repairs needed catalytic converter, wheel bearings, **. [redacted] approved these repairs, however we were unable to get the catalytic converter part, but we did continue to replace the bearings while we waited for the parts.

**. [redacted] than had his vehicle towed to another facility to install the catalytic converter. We do apologize for the delay, but do not feel we owe a refund for the services that were rendered.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I am not asking for the full refund, I am asking for parts of my money back and a free check up and repair at the Pep Boys in [redacted] NJ. That covers labor and parts free. I explain, they did not fully repair the car right as noted in the letter. Also as noted in the letter, that day I was told during the whole weekend and that morning, there was no repairs done on the car. When I call that morning, I was told nothing was ever fix. When I stated I was having the car tow out of there, I was told I need to pay for a computer check done on the car, which cost about $70.00, knowing no other repairs was done on the car and I was not getting it fix there. This is what Pep Boys told me. I found it strange, when I got there about 2 hours later from talking to them, some how they made some form of car repair. That I had no knowledge of. If you read my complaint letter it explains everything. How can I be told one thing over the phone and when I get there it is something else. I feel they got mad, when I decided to remove my car from there and bring it somewhere else. I find that Pep Boys wanted to find a quick way to somehow make there money somehow. So They made so call quick repair, just right before I got there. During all those times I spoke to them on the phone, they never mention any repairs was done. What I was told, that once they receive all the parts in they will fix everything at the same time, because they did not want to start one job and then go back to doing something else. As mention from Pep Boys they wanted to do everything at the same time.

Review: On 02/12/2014 I took my car to Pepboys store at [redacted], Oviedo FL [redacted] to repair the alternator. They replaced it. In late October I again had problems with the alternator until it stopped working and I took it to the same shop on 11/06/2014. At that time, I was told that the alternator was covered by warranty, but not the labor, for which I would have to pay. They replaced the alternator, but when leaving the shop, I found that the air conditioning worked as forced (excessive squeal in the belts), and a few hours later, the air conditioning compressor stopped working. I had not asked for any kind of repair of the air conditioning because it worked properly. The next day I took the car back to the shop and they said the compressor had lost gas, and they were to recharge it. Apparently they did, and that afternoon the air conditioning stopped working again. Took the car to the shop again, and this time, they tell me that the compressor and the evaporator had leaks, and needed replacing. I told them that the air conditioning was working properly before taking the car to the shop to repair the alternator, and that one or more leaks of nature they were talking about do not happen spontaneously, but they refused to take responsibility for the damage by saying that the compressor had leaks and they had not damaged it. Someone identified as the store manager, who facilitated his name, refused any further comment in a bad way, and indicated that they would not take any responsibility for the damage.

-My car is a 2010 [redacted] and as in most cars, the air conditioning compressor is located just below the alternator.

-Apart from the failure of an alternator less than 10 months old, installed in the same workshop, my car did not have any other fault requiring repair and I did not request any additional repairs.

-Before taking the car to the shop, the air conditioning in my car was running normally cool the car properly for temperatures in Central Florida.

-When left the car workshop, the air conditioning stopped working, presumably because such a serious leak that caused all the gas they charged the next day to be leaked in a few hours.

-A failure of this kind does not happen spontaneously or suddenly. If the system had leaks so serious, it would have failed long before taking the car to the workshop.

-The shop manager has refused to take responsibility for the damage, but provides no credible explanation of what could have caused such serious leak so suddenly.

-The attitude of the store manager suggests that as the air conditioning in my car was not working before taking my car to repair the first time.

-The air conditioning in my car is not new, and reasonably it will have wear and tear. Failures resulting from this are gradual and measurable over time. It is not normal that a possible failure of this nature arises so suddenly and so severely.

-At this point, and being the fact that there is no logical explanation for the damage to the compressor in a repair that had nothing to do with it, I fear that the damage was caused by negligence or deliberately, and I have no protection against this action.

-The reason I took my car to Pep Boys repair is because it is a nationally recognized brand and sought protection against common problems in workshops lower reputation.

-The results obtained and the rude and irresponsible attitude of the shop staff have proved worse than the worst imaginable low-level workshop.

In short, I have received from Pep Boys a substandard repair (an alternator that lasted less than 10 months), I had to pay additional money for a new repair, and additionally I have expensive damages in my air conditioning system, and I don't have a workshop in which I can trust, since it is clear that Pep Boys is not the kind of workshop they claim they are. I want them to take responsibility for the damage done, or else this serve to warn others that this chain of shops is no better than any other sub standard workshop.Desired Settlement: I have received from Pep Boys a substandard repair (an alternator that lasted less than 10 months), I had to pay additional money for a new repair, and additionally I have expensive damages in my air conditioning system, and I don't have a workshop in which I can trust, since it is clear that Pep Boys is not the kind of workshop they claim they are. I want them to take responsibility for the damage done, or else this serve to warn others that this chain of shops is no better than any other sub standard workshop.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on November 11 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.It is unfortunate that the compressor failed soon after the repair on the alternator, but replacing the alternator on [redacted]'s vehicle had nothing to do with the compressor. [redacted] was shown the video of the repair and at no time was the mechanic anywhere near the compressor.We find no wrong doing on behalf of Pep Boys, and no 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 SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####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:

By reviewing the answer from the business I find they say that "replacing the alternator had nothing to do with the compressor", and they are right. Because there was nothing wrong with the compressor. There was also nothing wrong with the condenser. In fact, the only problem the system had was a leaking pipe that happened to be in front of the alternator, just in the path where the works with the alternator were done. I had to send the car to another repair shop. and they found the problem, and confirmed it could be consistent with an accidental damage caused during the replacement of the alternator. Attached you will find a photo of the pipe, and its position related with the alternator. You will also find a copy of the invoice for the repair of the A/C system. Please note that it has been working normally since that day.

Review: On 12April, I went to store #[redacted] to purchase 2 seat cushions and 1 4-piece set of Kraco floor mats as seen on Pep Boys website. These items were not in stock so they were to be ordered for me for pickup on 13April2013. After not hearing from Pep Boys by 15April,2013, I called regarding my order and was told it had not come in. The rep (named [redacted]) could not verify my order had been placed. I then decided to go online and place my order. According to Pep Boys website, my order would be available for pickup on 17April2013 (the online process required I supply a credit card even tho I had planned to use my Pep Boys Rewards Card). When I arrived on 17April2013, Pep Boys had the wrong order...I had ordered black seat cushions and black floor mats. They brought me tan ones. Another Pep Boys rep found me some black ones, so I paid with my Rewards card. Two days later, I see a charge on my credit card from Pep Boys for $69.52. I call Pep Boys Customer Service on 19April2013 and explain that I had been charged twice for one order. I spoke with [redacted] and his supervisor [redacted]. I was assured by [redacted] that the Corporate Offices of Pep Boys would investigate this issue and it should be resolved by today (26April2013). I called [redacted] today and he has not heard anything from the Corporate Office. I wrote a letter to Customer Service about the overcharge (included copy of receipt showing rewards card used for payment) and no one from Pep Boys has contacted me about refunding me the $69.52 they overcharged when the order had been paid for with a Pep Boys Rewards Card..Desired Settlement: I want my credit card credited $69.52 for the 2nd payment on one order.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Subject: Complaint #[redacted] Involving PepBoys

Dear Revdex.com of Metro Washington DC & Eastern Pennsylvania:

The PepBoys store #[redacted] has credited the double charge of $69.52 back

to my credit card account as I had requested for the past 2-3 weeks.

Therefore, my complaint and the issue I had with this store have been

resolved to my satisfaction by the general manager ([redacted]). The

$69.52 has actually been posted to my card account.

You may close complaint # [redacted] at this time unless something else

comes up. If it does, I'll open a new complaint. Please acknowledge

receipt of this email.

Thanks,

Business

Response:

Dear [redacted],

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

We apologize to [redacted] for the lack of help she received while trying to have the Credit applied back to her credit card . [redacted] did return and receive the credit of $ 69.52

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

Regards,

Customer Service Coordinator

Review: Went into store to have a tire fixed on our car. After having the car for 2 hours they finally call asking where the lugnut key is, I called my ** dealer and asked where it would be and then told Pep boys where and they stated in was not there. I told them they were the only ones to work on the car previously when we took the same car in to have a different tire fixed. They could not find that repair in the computer so I had to go back in my receipts where I found the invoice. I gave her the info where then she stated that I had just brought only the tire in and not the car so they would not have had the key. I told her that we did bring in the car when she stated the invoice says it was a non-vehicle repair so no car was there, then I told her on the invoice it showed the work order : fix flat tire and balance car,where I told her the only way to balance a car is having it there where she began to argue with me and state that because it said non-vehicle, there was no car. The arguing went on for 30 minutes where my husband got on the phone and talked to the manager where he stated we were lying and they did not have the car. One thing my family is NOT is liars, I have NEVER removed a tire from a car nor do I ever plan to. I'm not sure if they have cameras that go back 6 months , but if they do I can prove that the car was there. This company has some nerve accusing us for lying, no one questions my integrity or accuses me of lying without a fight. The girl that started everything was [redacted] and the managers name is [redacted] or [redacted], did not ask them to spell it. I will let everyone in our area know of the mistreatment and disrespect this store has given us.

Product_Or_Service: Tire repairDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want a formal apology, plus the price of the replacement key of $35.89 but the gas to have to drive to get it. I have the invoice for the lugnut key from [redacted]

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 3, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

The manager contacted [redacted] and apologized for the mis communication, and offered a refund of $35.89. We are waiting to here from [redacted], on if she would like to return and pick up the refund or have it mailed to her.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: The manager [redacted] who called me from the Pep Boys store was just as ignorant as the workers that work for her. Her attitute was just trying to appease me by offering to pay for the lugnut key they lost in the first place. Never did she acknowledge how her employees called my husband and I liars, I asked her if they had videos in the work area and she stated "Yes" and I told her to go back the 6 months when my car was worked on to prove to her that we DID bring in the car and not just the tire as they were accusing us of. I have NEVER in my life been told I was lying or been called a liar, probably because I don't lie and I have a real issue when someone accuses me of something that I did not do and questions my integrity. There was NO sincerity on her call to me and that is why I have not called her back or accepted her offer that obvioulsy means nothing except to try and shut me up.

Regards,