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Pep Boys Reviews (1615)

Review: 0Desired Settlement: Unspecified

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 4, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

This complaint was handled through our claims department.

The claim was denied, based on no evidence that there was anything wrong with the steering linkage.

Regards,

Customer Service Coordinator

Review: After the initial repairs on 2/02/13 I noticed my car was still leaking power steering fluid because I had put a piece of cardboard under the car. I immidiately returned my car to PEPBOYS. Outcome was that the mechanic probably had not quotblown off the excess fluid.quot Several days later I checked the power steering reservoir and there was no fluid. I had my car towed back to PEPBOYS using my AAA to pay for the tow. This time I was told that a hose had come loose! Several days later, there was again no fluid in the power steering reservoir. This time PEPBOYS paid for the tow. The mechanic replaced a hose. My car continued to leak fluid. I took my car back to PEPBOYS and the mechanic replaced a part. Well, after four returns my car is still leaking! Side Bar- While at PEPBOYS for repair on the third failed attempt at repair a car backed into my car and caused paint damage. I was told the driver got out, looked at my car, got back in his car and drove off. Unfortunately, the employee did not bother to get a license number!Desired Settlement: Return my money so I can take my car somewhere other than PEPBOYS to have the leaked repaired.

Business

Response:

----- Original Message -----

From: [redacted]

Review: I got my car to Pep Boys to brake service, and tire checks. After their revision and recommendation, I approved a front brake kit and pads replacement, new tires (with balancing) and alignment. I had to come back three times to get the brakes fixed because of noise. Then I came back because of the alignment, they said that car was aligned, with no problem the first day service. But after a week, I noticed that it is shifting to the right. I came back and had the car checked, they said that there was a problem with the front wheels and they fixed it. But again I test drive the car and still the car is shifting to the right. I brought my car a third time. Now they said that there is another problem with the rear wheels and could even be a problem with the tires (but I got the tires replaced the first service with them!). I had no satisfactory answer or option. My car didnt shift to the right before the service, I just wanted a revision and minor adjustment, if required. I feel now that my car is worst than before.

Product_Or_Service: Tire Installation Package

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I'd like to get my full refound for tires and aligment services.

Business

Response:

[redacted],

We are in receipt of the complaint sent top your office [redacted] on October 30, 2013. We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] returned to our facility and our technician replaced the front brakes under warranty, and re aligned the vehicle to manufactures specs. [redacted] left happy and satisfied with the outcome.

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

Regards,

Customer Service Coordinator

Review: I took my van for repair telling them the exact reason oil on my spark-plugs thread I had just put new spark plugs and wires in with oil and oil filter.. Well they decided to put sparkplugs and wires all over again costing me $471 when the person who gave me the estimate said no more then 270 the day I picked up my van and took it home it kept doing the same thing I call the pep boys they ask me to bring it in it was full warrenty then person calls me to tell me my motor needs to be open cause oil was getting in the spark plug I reply that was the reason I took in for well person there told me no it was for a tune up I never ask for a tune up now the want me to pay for the work that I paid already why I really need your help I left my van there yesterday I pass by two diffrent times and it was still sitting in parking lot....Desired Settlement: I want my van to be repaired completely I had just put new sparkplugs n wires no more then a month ago I paid about $60.00 for that and pep boys with out my consent charge me $471.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated March 04 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

We contacted [redacted] and apologize, offered a full refund.

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

Regards,

Customer Service Coordinator

Review: On May 29, 2013 I brought my 2002 [redacted] to Pep Boys [redacted], NY service center to have my car looked at because it was leaking oil. I was told by [redacted] at the service desk that a compression test needed to be [redacted]e to determine the cause of the leak. He said the test would take about 1 ½ hours for them to complete so I asked to be called upon completion.

Approximately 2 hours later I received a call from [redacted] who informed me that the compression test was completed and it was determined that the head gasket needed to be repaired in addition to the valve cover gaskets. She said unfortunately Pep Boys does not repair head gaskets because it is considered major engine work. She said there was no point in them repairing the valve cover gaskets at Pep Boys because the engine needed to be rebuilt as a result of the head gasket. She recommended that I take it to a shop that rebuilds engines.

I immediately went to pick up my car. After further discussing the findings of the compression test to get a better understanding of the issues with my car’s engine, [redacted] then suggested that I drive the car for 1-2 days then bring it back so a different mechanic can take a look at the car. She said a dye was put into the engine and it would help them determine where all the leaks were.

On June 1st I brought the car back to Pep Boys as instructed by [redacted]. A short time after, I received a call from [redacted], the service manager stating that the valve cover gaskets needed to be replaced as well as the oil pan gasket. When I asked about the head gasket I was told that it was no longer an issue. When I questioned [redacted] further and asked for an explanation I was told that the mechanic who originally looked at the car made a mistake. He said there was nothing wrong with the head gasket. I was told if we pay to repair the valve cover gaskets and oil pan gaskets for $800, the car will no longer leak oil.

I asked to have something put into writing to confirm that it was not the head gasket because that is what I was originally told 2 days before by [redacted]. [redacted] said he would put it in writing and once he did I authorized the work to be performed on my car.

The first problem I encountered was when I went to pick up the car. [redacted] explained that after they took off the valve cover assembly to get to the valve cover gasket the grommets got messed up when they removed the valve cover assembly. He said the grommets are molded into the valve cover assembly and can't be purchase separately. He said I would have to pay $525 to have 2 new valve covers purchased directly from [redacted]. When I complained about the fact that they should not have taken apart the valve cover, etc without this knowledge and that I should not have to pay for something that was fine before they touched it , the manager [redacted] said he would cover the labor when we get the work [redacted]e. He said usually the grommets can be purchased separately but for some reason [redacted] designed my engine this way. I explained that I was not expecting to spend $1400 when just a few hours earlier I was told $800 for everything. [redacted] apologized and said there was nothing he could do about it. He also explained to me that the car will continue burning oil slightly until the valve covers are replaced.

I explained to [redacted] I wouldn’t have the money for a few months for the valve covers and he said no problem. He would cover the labor through the end of the calendar year. I also asked for that in writing.

Also they were unable to replace the oil pan gasket that day so on June 8th I brought the car back in to have that completed.

[redacted] failed to mention that oil would now be leaking into my engine as a result of the grommets being missing from the valve cover assembly. He failed to mention that I either not drive the car or bring it back immediately because further damage could be done to the engine if I continue driving the car. He did tell me to bring it back before December 31, 2013 so that Pep Boys could finish the work. He said the car would leak less oil than before but that was a lie.

Basically I left from Pep Boys with my car doing exactly what it was before I brought the car in. In fact, my car is worst since the valve covers were removed. Within two weeks of having my car repaired it started misfiring and a thick white smoke starting coming out of the tailpipe. Originally, the car was leaking oil externally afterwards it was leaking oil internally too, into the spark plugs because the grommets were no longer there to prevent the oil from entering the spark plug chambers. [redacted], the service manager said it was no big deal to bring the car back in a few months as if there was no danger to my car's engine when in fact I now had oil leaking into my engine through the missing grommets they damaged when they removed the valve cover assembly. When I called to complain after the car started misfiring, [redacted] said that was because it was still leaking a little bit of oil since the grommets were missing and that it was no big deal, they would fix it when I get the valve covers replaced.

On October 28th I called Pep Boys to let them know I was ready to have the valve covers replaced. I was told they would order them and call when they come in.

On November 1st I brought my car in to have the valve covers installed. I received a call several hours later from [redacted] who informed me that the work has been completed and that my car is still going to burn oil after I pick it up because the head gasket needs to be replaced which Pep Boys does not handle. I became enraged at that point because I was originally told the head gasket was bad only to have that diagnosis changed and alternative work performed, to be told ultimately that the head gasket is bad.

I feel that either I was ripped off or the mechanics and staff at the Pep Boys [redacted] location are incompetent. I would like to believe it is the latter as I have been a customer of various Pep Boys locations over the past 18 years and have never had a problem with the honesty and integrity of any of those other locations, which is why I continued to have my car serviced at Pep Boys.

I’m not sure why [redacted], the service manager at the [redacted] Pep Boys wants to insult my intelligence by stating that even though they told me the head gasket was bad in May, it really wasn’t , now it all of a sudden went bad after they repaired my vehicle.

I now believe the original diagnosis which is the head gasket was bad when I brought my vehicle in on May 29, 2013. I am not sure why they changed their story and then lied and claimed the head gasket wasn't bad, that they made an error only to ultimately tell me that it is the head gasket after I paid them to repair my car which they ending up making worst. If Pep Boys did not have the knowledge and/or ability to perform major engine work then they should not have touched my vehicle.

I feel that I am entitled to a full refund of the amounts I paid on June1st and 8th, for a total of $668.74. I also feel that additional damage was caused to my vehicle after Pep Boys removed the valve cover assembly causing damage to the grommets (spark plug seals). Within 2 weeks of having the final work done and leaving from Pep Boys with my car still leaking oil, my car died and will no longer start as a result of the oil leaking internally into my engine. Therefore, I feel Pep Boys is responsible for the damage to my engine and should be responsible for paying for an engine rebuild or a new engine. The price for a rebuilt engine, parts and labor is $4,200.

My car was driving well prior to being brought to Pep Boys in May. Now my car will not even start.

I would appreciate an investigation done on my behalf as Pep Boys in [redacted] is very dishonest and incompetent.

Thank you very much. I look forward to hearing from you soon.Desired Settlement: I feel that I am entitled to a full refund of the amounts I paid on June1st and 8th, for a total of $668.74. I also feel that additional damage was caused to my vehicle after Pep Boys removed the valve cover assembly causing damage to the grommets (spark plug seals). Within 2 weeks of having the final work done and leaving from Pep Boys with my car still leaking oil, my car died and will no longer start as a result of the oil leaking internally into my engine. Therefore, I feel Pep Boys is responsible for the damage to my engine and should be responsible for paying for an engine rebuild or a new engine. The price for a rebuilt engine, parts and labor is $4,400.

My car was driving well prior to being brought to Pep Boys in May. Now my car will not even start.

I desire a refund and payment for my engine to be repaired after having oil leaking into the engine for 5 months causing further damage, for a total of $5,268.74

Business

Response:

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

**. [redacted] came in initially on May 29, 2013 for a fluid leak evaluation due to a leaking of oil. The initial diagnosis was that there was the possibility of a head gasket leaking, but without having a dye injected into the oil system, it was impossible for us to be able to tell due to the entire motor being covered in oil. The car ran rough due to oil coating all ignition components which gave the false reading of a head gasket issue. We put a UV dye into the customers car and asked her to drive the car around for a couple of days in order for the dye to circulate. Once the dye circulated we would be able to exactly determine where the oil was leaking from.

Two days later the customer returned as instructed at which time we traced all leaking dye to 2 components. The oil pan was leaking from under the car, but more importantly, the valve covers and valve cover grommets (spark plug seals) were heavily leaking oil into the cylinders causing a misfire which gave the false reading that a head gasket problem was present at that time. The engine was pressure tested and no evidence of head gasket failure was found at that time. During the time of the repair we found out that the spark plug grommets (gaskets that seal the spark plug tubes) were not designed to be removed and that the entire valve cover assemblies would have to be replaced. The service manager spoke directly with the customer and informed her of what we would have to order, how much they would be to her, and the consequences of not having these parts replaced at the time of the repair. The customer stated that she could not afford to pay for the parts at that time. The service manager stated that he would cover labor if she paid for just the parts and she stated that she still did not have that kind of money to spend but that she would be back to replace the oil pan gasket. The service manager apologized to the customer for the initial diagnosis of a bad head gasket and tried to explain the process of how to determine a head gasket failure and how hard it was to find an internal issue when externally, there were many other issues.

**. [redacted] returned to have oil pan gasket replaced due to previous diagnosis as well as an ignition coil. The car came in misfiring and was found that an ignition coil was soaked with oil. **. [redacted] wanted the parts covered because we didn't see the problem during the first visit. Pep boys covered the part of the cost . During which time the technician again pressure tested and again no evidence of head gasket failure was present. the car was also tested for carbon issues in the coolant. This procedure tests the engine coolant to look for signs of carbon from exhaust leaking into the coolant which would have indicated a head gasket failure. The test also looks for oil mixing with coolant which cannot be mistaken for anything else. Both tests came back negative for any head gasket failure. The service manager again had a conversation with **. [redacted] informing her of Pep boys needing to order the valve covers and again; as the customer clearly stated in her complaint, that she would continue to leak oil which causes big proble** until she had the car properly repaired. The service manager brought up the ignition coil as a sign that the leaking oil was going to cause damage to other parts. [redacted] agreed to paying for the valve covers and Pep boys would cover the cost of all labors and another tune-up at the time of the repair. The customer again stated that she did not have enough money for the valve covers and she would contact us when she was ready. The service manager finished the conversation by explaining the risks of waiting too long such as internal damage, oil leaking into exhaust, and overheating of the motor. **. [redacted] was never told she could drive the vehicle with the oil leaks.

The mileage on the vehicle was 142611, **. [redacted] put on 274 miles since her last visit.

**. [redacted] returned five months and 5035 miles later to have the initial work finalized. The car came to the shop severely misfiring, belching burned oil out of the back of the car, which coated the entire rear of the vehicle in a film of oil. The car at that time was running on only 3 out of 6 cylinders. The tech found the 3 rear ignition coils so soaked with oil that they were coming apart. The tech replaced all burned out ignition coils as well a all 6 spark plugs as well as the valve covers with grommets and new valve cover gaskets. After the repair was finished the tech was able to pressure test the motor again and found no pressure problems, but now the oil rings were burned and heavily leaking oil. The tech also found the radiator had cracked and was leaking. The coolant reservoir was almost empty of any coolant. The customer was called to speak with her about the condition of the vehicle. She admitted to the service manager that she had to add oil to the car quite often and sometimes she had to replace 1 or 2 quarts of oil. The service manager explained to **. [redacted] that the repeated running low on oil and coolant had now caused internal damage that could not be repaired by a replacing of a gasket. **. [redacted] asked how that could be since we tested the head gasket during her last visit. The service manager explained that since she driven the car for over 5000 miles that it would be impossible for the diagnosis that we had [redacted]e during her last visit to hold up after 5000 miles. **. [redacted] then argued that we had initially diagnosed the car with a head gasket issue during her first visit. The service manager explained to **. [redacted] that we had indeed initially thought that it was a head gasket, but multiple tests proved otherwise. **. [redacted] then asked why we didn't stand by our initial diagnosis of a bad head gasket because as she stated, I would have gone and bought another car. She was reminded again that all head gasket tests came back negative 5 months and 5035 miles earlier and that we couldn't be responsible for the way the car was driven in the condition. **. [redacted] and her husband became quite irate and threatened legal action. **. [redacted] was given her keys and informed to not bring her car back to Pep boys if she was unable to accept any responsibility for abusing her car. She was not charged anything for her last visit and Pep boys cleared the bill of $1100 in order to calm the situation.

We find no wrong doing on behalf of Pep Boys and are not responsible for any repairs or refunds.

We again apologize as well as thank **. [redacted] or 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:

Review: This complaint is on behalf of my father. "I had a wheel alignment done less than 90 days ago and it was done incorrectly because I still had the same issue of my vehicle pulling to the left. When I came in to have them fix the wheel alignment they said that they could not align the camber because they claim I changed the right strut which voids my warranty. This is absolutely false because although the strut is new, it has been replaced way longer before the first alignment was ever done, making absolutely no sense. They did not provide me with a print out of the first alignment specs so I assume they never aligned it correctly the first time and now are making up stories to cover their incompetent employees mistake. They should have explained to me the first time that an alignment cannot be performed and not send me on my way telling me everything is done. Show me proof that you performed my first alignment correctly and we can call this a day".Desired Settlement: I would like my money returned for the services they failed to perform.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 14, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and his concerns were addressed. [redacted] will be returning for an alignment.

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

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: my original complaint was not explained to me and doing another alignment at Pep Boys would be a waste of my time. You have not made an effort in telling me why you did not align my vehicle the first time and why you have not aligned my vehicle the second time. Both alignments were done with the same exact "new part" you claim I changed which was changed over 18 months prior to the first alignment. I would like a full refund to conclude this complaint.

Regards,

Business

Response:

Dear [redacted],

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

A check will be requested and sent to [redacted] for $92.53. We ask that [redacted] to allow 7/10 days to receive his check.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I just took my vehicle for state inspection on september 2013, they told me my engine light is on so I will fail the inspection. instead they told me my vehicle need other repairs and they charge me almost $700.00 but up till now my engine light is on. they then told me I need a new fuel pump which they charged me $1978.30. after this so called repairs, they damaged my fuel tank. I can no longer put a gas in my vehicle at the gas station anymore. when ever I try to pup gas into my vehicle , all the gas will shoot out on me and on the floor. I took it back to them but they failed to fix it. I have to put gas in my vehicle manually. I believe these people took advantage of me because I am new in america and also I am a woman. I want them to pay for all the damages they have course me and my family. it once again another year and my vehicle will not pass an inspection because of them.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

In order to further assist [redacted], we will need [redacted] to provide us the location she visited. Once we receive the location, we will than begin our resolution process.

Regards,

Robin S[redacted]

Customer Care SpecialPep Boys3111 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:

To whom it may concern:

Review: I took my truck in to get spark plugs change 4/19/14 at store # [redacted] in [redacted] Fl.[redacted] and [redacted]. Work order [redacted].Service Manager called me,said found 1 bad coil and few that needed to be replaced. Told him to replace the one that was bad only (they charge 75.89 a coil.I can get at parts store for 40.00 each)Well on my Invoice I was charged for 3 coils.Made me mad but paid it.. Got truck back. Drove it few days and it was still missing.I did not feel good about the coil thing ,So took it to M & M auto repair. #8 was missing ,put new coil on it ..still missing...#8..Took plug out was old plug....So I had him pull all plugs $250. #8 #7 had not been changed out ..On my work order they say they changed out 3 of the coils at 75.89 ea .Only one had been replaced. I have called twice and made a complaint case #[redacted].Going on 3 months and have not heard anything from anyone.I sent Pep Boys Corp. an e-mail 7/8/14 and received this backRick, Thank you for your email, we have reopened your case and assigned it to the Area Director for a final review and customer contact. He has a maximum of 24 hours to review the case and have a member of his team reach out to you and discuss further. Should you not hear from anyone within that time please do follow up via email or by calling our ###-###-#### and reference your case number for further review and assistance. Thank you, Customer Service Team Pep Boys Customer Relations ###-###-####Well still have not heard anything back after a week.So I called them, Was told they had Investigated the matter ..Talked to Manager and mechanic and veiwed video and plugs had been change.So how did old plugs get back in truck? They said Manager told them he talked to me about coils I told him to only change the one that was missing.So why was I charge for 3 ? Nobody Has called me or mechanic that found old plugs to this day 7/27/14. I have invoice from M&M auto and old plugs he pulled out

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get a full refund for not doing what they were paid to do...

Business

Response:

Dear [redacted],

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

The Area Director has again reviewed [redacted]'s concerns and while he does not feel that Pep Boys did anything wrong he has decided to refund [redacted] for the repairs done at Pep Boys on work order number [redacted] in the amount of $538.37 as a customer satisfaction. A check will be sent to [redacted] to [redacted], [redacted] Fl [redacted] with in seven to ten days.

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

Regards,

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,

Business

Response:

Dear [redacted],

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

We will shut down the first check. Please confirm the address to where the check should be sent.

[redacted], [redacted], FL [redacted]

Also attached is a copy of the check that was sent out 9/3/2014

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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. The address is correct .

Regards,

Review: I had my signal light changed at this pep-boys location & exactly 6 days later I was pulled over by a state trooper who alerted me that my tail lights were out. I went back to Pep-boys the very next day to have my tail lights replaced. They stated that they replaced the bulbs but that my lights were still out and they did not know why, but that I could pay a "master tech" $45 to look at the issue. I declined and bought it to a different mechanic the day after. The mechanic discovered that on the same exact side where I had my signal light replaced a week earlier, that my wires were not properly store in the given slot and that they were touching a bolt. After removing the wire from the bolt, the lights immediately began to work again. I am upset and would like a refund for my last service there because if the technician who initially replaced my signal bulb would have placed the wire in the correct spot, this issue would have never occurred.

Product_Or_Service: Tail light bulbs and the cost to replace themDesired Settlement: DesiredSettlementID: Refund

I would like a refund of $30.59 for the amount that I payed to get both tail lights replaced when in actuality, this was not what was causing my issue.

Business

Response:

Dear **. [redacted],

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

**. [redacted] came to our facility to have bulbs replaced, once replaced we went to inspect them and found that the lights were not working. We recommended a Electrical diagnosis, to find the reason for the bulbs not working, **. [redacted] declined.

**. [redacted] than had her father fix a short in the wires.

Pep Boys did nothing wrong, **. [redacted] came to us and requested her bulbs be replaced, services we rendered.

Refund is denied.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: Pepboys has failed to mention that the short was because of their inexperience and inability to tuck my wires correctly after their technician changed my bulb the initial time! They fail to accept responsibility and it is unfair. They employees showed not an ounce of compassion or remorse at all. They will never get another penny of my hard earned money and I am still very upset with their inexperienced technicians.

Regards,

Review: I brought my truck to Pep Boys to get a hose taken out of my gas tank someone had used to siphon it. Upon return of the vehicle after they dropped the tank and removed the hose, my gas tank no longer accepted fuel as it did before the siphoning incident. At the end of the week, I had deduced that it wasn't a pump issue because I visited several different gas stations to pump gas; I had the same problem with all of them. After waiting some time for the lead mechanic to come back from vacation and finding time to take off work, I returned to have them look at my truck; but they told me they did not know how to diagnose or fix the issue. My gas tank accepted fuel perfectly fine before it was siphoned. If I received it after repairs, and it doesn't accept gas properly, I believe it is safe to say the siphoning incident damaged something or the mechanics damaged something during "repair". Upon asking the service manager to fix my truck or give me a full refund, he offered to put in a new tank free of labor charges if I supplied the tank. I refused his offer because I paid his shop over 400 dollars to fix my truck, and they failed to do so. The service manager absolutely refused to refund my money.Desired Settlement: At this point, I believe the business should refund my money. They returned my truck to me with an issue I never had before the siphoning incident. I do not believe they were careful or thorough enough during my repair, and that is why it was returned to me with another problem.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on September 20, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] originally had his truck towed in because he was unable to put gas in his vehicle, because there was a garden hose stuck in the gas fill tube/pipe. We had to lower the gas tank in order to be able to dislodge the hose from the gas tank. The "over 400.00" dollars is what we charged the customer for this work.

After the work, gas was able to be added to the tank from a portable gas tank. The vehicle was then started and [redacted] picked up his vehicle and the transaction was complete. A few days later, [redacted] returned stating that whenever he added gas at the gas stations and held the gas pump at full blast, that the gas would shoot back out at him. We pulled his vehicle in and examined the pipe. We removed the pipe from the gas tank, lowering of the gas tank was not required this time as there was no garden hose lodged in the pipe.

We inspected the pipe and, with the use of mirrors, attempted to view inside the neck of the gas tank. We suspect there is a valve internal to the gas tank that must have been damaged when the garden hose was put into the gas tank since as the customer stated, he did not have this problem before someone put the hose into the fill pipe and down into the tank. No charges were asked of the customer from this second visit as we simply wanted to make sure the problem was not something simply correctable or that we neglected to do or overlooked something. None of these was the case.

At this point, we suggested that [redacted] replace the tank or at least get a second opinion. [redacted] seemed to agree that a new gas tank was needed. At first, we gave him a quote for parts and labor to replace the gas tank. He stated that he would get back to us. He subsequently called and filed his complaint. After conferring with our Area director and in the interest of Customer Satisfaction, we offered to do the work for [redacted] for free so long as he supplied the gas tank. He asked for some time to think it over. He subsequently decided not to take the offer.

We made one last and final offer to [redacted] and offered to do the work for free and we would source the tank for him so long as he would pay for our COST of the tank.. He asked for time to think about it but subsequently called back and declined.

Our offer still stands for the installation free, but we will not be responsible for the issues with the gas tank due to this being the issue when he brought his vehicle to us.

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

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:

When I gave them my vehicle, I asked them to fix it. To return a vehicle with damage it did not have before the incident is a display of incompetence or lack of integrity. Either they knew of the problem and refused to fix it, or they have no business working on vehicles because they lack the knowledge to do so. Returning my truck with the problem it had is tantamount to a surgeon operating on someone to remove a foreign object and sewing said person up after removing it without taking into regard the damage that foreign object could have had on the body. When I discussed the problem with the manager he told me himself he did not know how to diagnose the problem while drawing me a diagram of the filler neck and tank and its principle components. He told me about the valve that was possibly damaged while the hose was shoved into my tank. How can one tell me what could be the problem after saying he can't diagnose the problem, have knowledge enough to draw a diagram, and then tell me the next course of action is to buy a new tank that has nothing to do with said valve in filler neck? Another thing, he said he added gas to the tank to test the truck's ability to accept gas, I believe this to be a lie. When I tried to fill my tank, first realizing it had been siphoned, I was close to empty. I managed to travel over 50 miles, running on fumes to get back home, and then drive an additional 5 miles to get to their auto shop. When I arrived my tank's gauge read BELOW empty. When I received it back, the gauge read the same. I do not believe these people should be trusted around anyone's vehicle; and I sincerely hope the place is put under new management with competent mechanics before they do anymore damage to the Pep Boy's name. It has forever tarnished their reputation with me, and everyone I know will hear about it.

Regards,

Review: I bought a car 1998 audi a6 quarto I took it to pepboys to have a estimate done on the problems with the car total price was $3235.09 also my transmission was bad a pepboy employer name [redacted] did a estimate on a rebuild transmission came to $1700 I agree to the estimate to have it rebuild . My problem is the guy [redacted] took my transmission out of pepboys to his own shop I didnt agree to those terms at all. I gave pepboys total of $4440 already and my car be there almost 3 weeks now . I been contacting pepboys and [redacted] on my car . [redacted] took money from me to buy parts 2 weeks ago and the parts are still not here I gave him total $2040 I thought that was going to pepboys and he took it without giving me a receipt or anything . they told me it could be done several dates and my car is no where of being done im car less and my dad has doctors appointments I have to take him to . im really mad at pepboys and the customer service they given meDesired Settlement: To fix my car and refund my money because they are whipping me off . I talk to several other auto shops and they told me something isn't right and it shouldn't take almost a month to fix my car

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

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:

im been getting the run around from pepboys . the guy [redacted] that took my transmission out of pepboys and I didnt give no permission for him to take it out of pepboys wont give me a address for me to come see it or nothing I been told serval dates that my car would be done . gave the mechanic money and havent got no reciepts ot anything my car has been there a month and my parts are still laying on the ground . I been calm and patient but they are giving me lies and pepboys isnt helping at all with the situation

Regards,

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 12, 2013,

**. [redacted] was given an estimate on the repairs needed on his vehicle, not including a transmission rebuild. The total work order was to be $3235.09 and at no time was there a transmission rebuild on our work order.

We thought it was the right thing to do for the customer, so we discounted the Work Order down to $2399.46, we also put him in a rental car for 7 days at a cost of $459.00 with no charger to him. He was offered a re-man transmission through Pep Boys at a cost of $4000.00

That's when the Advisor advised the customer that [redacted] re-built transmissions. That's were [redacted] came in to play. The Customer and [redacted] spoke in the shop about his transmission and [redacted] offered to Re-build the transmission for $1700.00

**. [redacted] knew at that time that Pep Boys did not re-build transmissions and he contracted [redacted] ([redacted].) to do the transmission work. Not only has [redacted] the service manager, [redacted] Customer service manager, and [redacted] Store Manager have spoken with **. [redacted], customers father, and wife about the issue with the re-building of the transmission. We even allowed [redacted] to keep the vehicle in the bay while the transmission was being re-built. **. [redacted] has removed and replaced transmission 3 times and still has a shifting problem.

Pep Boys bill has been paid in full for what we were contracted to do. The vehicle is now at [redacted]. **. [redacted] is well aware that the vehicle is no longer in Pep Boy's shop and he has been informed of the address of the location where his vehicle is currently located by the Customer Service Manager and the Owner of [redacted] ([redacted].).

Again **. [redacted] has been well aware that Pep Boys was not Re-building his transmission and he Personally contracted [redacted] for the transmission re-build. We Have been unable to reach [redacted] at [redacted], He should be in contact with his customer.

Pep Boys has taken the following action in the customers benefit and have no control over who he contracted to re-build the transmission.

We have been more than amicable, with a rental car and a discounted bill for the work Pep Boys had performed.

Pep Boys charged **. [redacted] for services rendered and no refunds are due.

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

Regards,

Customer Service Coordinator

Review: On Thursday night, July 10, my wife hit an unavoidable object on the freeway in rush hour traffic, which punctured the radiator. On the recommendation of AARP we had the car towed to Pep Boys. All we needed was a radiator repair, including a new radiator, hoses, thermostat, and flush. I needed no other services done. The price that was quoted to me was $1327, and I was lead to believe that this amount was only for the repairs to the radiator, and no additional services. Friday morning when we went to check on the status of the car, the associate, Envoy H[redacted], told me that the car needed a break fluid exchange and a cabin filter. I made it clear I didn't want those additional services done, and he said that they were included. He told me that the car would be ready that Friday afternoon, but later asked if they could keep the car another day. Saturday we waited to hear from them all day, and finally were able to pick up the car around 4:30pm. I paid the bill in full, and then we left. Later the next week I looked at the bill and saw that we were charged for the break fluid exchange for $69.99, the cabin filter for $46.49, and an extended warranty for $88.92. An extended warranty was never mentioned to me, and I would never have purchased it. We had had a family emergency starting on Wednesday night, July 9, that hit us hard financially, and we did not need these extra services. We feel tricked into paying for these extra services that were not necessary or related to the radiator. When I called back to ask about these charges, on Monday July 21 I talked to William S[redacted], and the response I got was rude and dismissive. He told me that I signed for these services, and there was nothing he could do about the two repairs. He did say he could give me back the extended warranty, but that he didn't even have to do that. I am a 65 year old man and I have never felt so taken advantage of at a repair garage, especially in this vulnerable moment in my life. I have never had a problem like this before with repair garages. I trusted these service writers to inform me of everything that was being done to my vehicle from the beginning. I was lead to believe I was signing for the radiator only, so yes I signed a document, but under false pretenses.

After dealing with Mr. S[redacted], and still very unsatisfied, I called the corporate office that Monday. Corporate took down my information and said they would call me back. I still hadn't heard from corporate so I called them Wednesday night. They took my number and said I had to deal with William S[redacted], and that he would call me Thursday morning. I didn't receive a call from Mr. S[redacted] so, late Thursday morning I went down there, and William S[redacted] wasn't there. Another manager there refunded me for the extended warranty but not for the other two services. I called corporate once again to update them, and they asked me if I was satisfied, and I said no. I have not heard back from them since.Desired Settlement: I just want to receive a refund of $116.48, for the services I feel tricked into purchasing. I realize this is a relatively small amount to a corporation, but during this past family emergency every little bit helps.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] did authorize the repair, he approved the work and paid the bill without question. We strive to keep our Customers happy and we feel if [redacted] would have given us the opportunity at the time of the repair, we would have had this resolved.

The Service Manager is contacting [redacted] and offering the requested refund amount.

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: 215-430-9849

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: The purpose of this complaint is to address the purchase of tires I made from your organization on July 14, 2005. While in route to my daughter's wedding in 2005 I experienced a flat tire on my 1991 [redacted] truck van. I contacted [redacted] and they came out and towed my vehicle to your [redacted] store located at [redacted].(because the [redacted] station I was original towed to didn't have the machine to change the tire). Upon arriving at your store I was informed by your sales person they didn't have the same type of tire that was on my vehicle but had a similar brand, I therefore; purchased four brand new tires. These tires remained on my vehicle until 2013. However, after putting only 11,249 miles on these tires on August 27, 2013 while coming home from a day at the lake I experienced a blow out to my left rear tire. On August 28, 2013 I went to your [redacted] store located at [redacted] and purchased two new tires. On June 12, 2014 while travelling to [redacted] to celebrate my birthday the right rear tire blew after having only 276 miles on the tire. On June 13,2014, I went to your [redacted], Ca., store located at [redacted]; however, when I arrived at this store I was informed that these tires should have never been placed on my vehicle due to the fact they aren't Light Truck tires and I was forced to sign a statement to acknowledge it and yet, they still replaced the tire so that I could return home. On June 14,2014 on the way home after travelling only 33 miles my left rear tire blew. I contacted [redacted] again and after waiting two an a half hours my family and I was towed to your [redacted] store located at [redacted]. Again, at your [redacted] store I was informed the tires should have never been placed on my vehicle and was offered a possible solution only if I would purchased additional rims. Keep in mind, had I been informed in 2005 that these tires were not made for my vehicle I would have never purchased them and continued to purchase them again in 2013.Desired Settlement: First, I am requesting the cost to repair the damage done to my vehicle as a result of these three separate incidents, I am also requesting a complete refund of the funds used to purchase the initial set of tires and the money spent to obtain the replacement tires (which wasn't covered by warranty), I am requesting compensation for the inconvenience placed on my family and I having been stranded on the side of the highway and having what should have been pleasant memories erased.To be made whole

Business

Response:

[redacted]

10:08 AM (2 minutes ago)

to [redacted], me

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 5 , 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

After researching [redacted]'s claim, we found that the manufacture recommends that a P225/75/15 tire be installed on this vehicle. We installed at the customers request P275/60/15 GLS which is within specification,

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

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

Regards,

Robin S[redacted]

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:

Regards,

Business

Response:

From: <[redacted]>

Date: Thu, Aug 7, 2014 at 10:42 AM

Subject: [redacted]

To: [redacted] <[redacted]>

Dear [redacted],

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

A claim was opened # [redacted] and [redacted] will be sent a letter from our claims department on Pep Boys position in this matter..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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: JAN 2 14 This is a complaint against Pep Boys of [redacted], PA. It involves the [redacted] automobile battery for a 1998 [redacted]. The battery is marketed as having 7 years of dependable startup charge and cost $135 dollars at time of purchase. The green sticker on the battery casing is dated 07/09, which indicates that the battery is just over 4 years of age. For the past two months, if I do not drive the car for two days, the battery has repeatedly not started the car. I have a Schumacher battery charger that I use to take readings of the battery and to re-charge the dead battery. When tested for % battery charge, I have gotten readings as low as 10% and as high as 35%. 77% charge is required for the battery to reliably start. I spend Thanksgiving Day charging my battery. I have also spend six other days charging up past 77%. Based on these experiences, this battery has proven itself to be extremely unreliable and expensive. I am fortunate that I have not been stranded away from home where I would have to solicit a jump start or call someone to come and assist. At home, I can use my charger. As a customer that trusted the Pep Boys/[redacted] name brand, I have lost time, money, and confidence is the Pep Boys battery product. This situation is not acceptable and is cause to consider purchasing the automobile battery from another retailer.Desired Settlement: JAN 2 14 Based on the Complaint description, there are two suitable remedies for the battery failure:(1.) A full battery replacement with a new battery unit, 7 year Pro Start, for the 1998 [redacted]. Installation is not necessary. I am experienced with installing.(2.) If Pep Boys does not wish to provide Performance on the first remedy, I can accept a full refund for $135 by paper check. I can use this consideration to purchase a new battery from another vendor. No store credit.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office [redacted] on January 7, 2014.

In order to further [redacted], we will need the location of the Pep Boys that was visited.

Regards,

Customer Service Coordinator

Review: I scheduled an appointment at Pep Boys store # [redacted] for 4 pm, I arrived at 350 pm for my appointment. Upon my arrival I was told that the tires that I ordered online( the website said that the tires were on stock) were not in stock. After further investigation it was discovered that an inventory error had taken place. I was told that they were going to the [redacted] store to pick up the tires and that it shouldn't take long. As I patiently waited I observed SEVERAL customers walk in receive service(most without an appointment) and depart. I waited for almost 3 hours for them to mount and balance 4 tires. This is very unsatisfactory. If I wanted bad service I could have went to [redacted]. On top of all of that I was charged $31.96 for TPMS service kit. My car has automatic Tire pressure Sensing. It takes 3 seconds to push the button and thats it, so why was I charged $31.96? When I first entered the store I was very excited about my purchase, three hours later I am in disgust.Desired Settlement: although I am not entitled to a full refund I would like to have some sort of refund especially for the TPMS over charge and the poor planning by the tire dept. which resulted in me having to wait 3 hours for a service that takes 45 min. why have a customer make an appointment if you're just going to keep them there for hours.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 24 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] was contacted by the Service Manager who did apologize and explained to [redacted] what went wrong, [redacted] made an online appointment and showed up at the store before anyone could confirm the appointment and also if the tires were available. It turned out we had top go to another location for one tire.

During the installation the technician was delayed because he could not locate the wheel lock key. The service manager also explained to [redacted]. [redacted] about the TPMS kit.

We hope that [redacted] accepts our apology and give Pep Boys another chance.

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

Regards,

Customer Service Coordinator

Review: I brought my vehicle on Saturday around 2:00pm to be added an aftermarket power cable to my amplifier. The job was done, I was to receive a phone call when the job was done and never got the call.

I then went back to the shop ,saw the car packed and walked in. paid for the job done and proceeded to go home, as I left I noticed that the airbag lights had come on, checked my seat belts and the passenger seat belts, they worked fine but the airbag light was on.

Therefore I turned around and went back to the shop, I asked for the guy that did the installation, they told me” he has just left”. Through the window I saw him leaving, I pointed out to them,” there he is” they said that that is not the guy, that I should come back tomorrow.

Therefore I left and came back the following day which is a Sunday; they told me that the guy is not working that day. So I asked is there anybody else who could look at the vehicle because that vehicle is not the same as when I brought it in.

A mechanic looked at it and told me that the car has an airbag recall; he insisted that that is the problem; I refused to agree to that issue and said that the car was fine until you guys did that cable job. They told me to come back on Monday morning.

I called my boss and informed him that I will not be working that Monday; I have some vehicle issues to resolve. “Please note that nobody in pep boys has called me to apologize or even show concern or even a follow up of this issue.”

On Monday morning I show up at the pep boys shop at 8:30 and ask if the mechanic they mentioned has come , they tell me that I wait until 9:00 am , I go back to the shop at 9;00 in the morning , they tell me that he has not come in, I stay there for another half an hour and then leave. I left the shop at 9:30 am and took my car to the dealership.

The service department at the Toyota dealership makes a discovery that the wires have been pinched and cut and asked me that who installed the amplifier cable; I tell them that it is the pep boys.

I am now informed that the repair is not covered under warranty and I have to foot the repairs from my pocket. I ask them what the estimate is and they tell it starts from $3500 U.S. dollars. Please do note that I use the car for business, if it is not on the road, I do not make any money.Desired Settlement: I have used a rental vehicle as from April 1st 2013 to April 4th 2013. I want pep boys to pay me back for the cost of repairs ,waste of time ,that I cannot do my other business and for the cost of renting a vehicle that I have used. I also demand an apology for the unprofessionalism and the manner in which they handled me as a customer.

Business

Response:

Dear [redacted],

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

[redacted]'s trunk had a nest of wires from him trying to install the amplifier. We ran a fusible power line down the passenger side of the vehicle for the amplifier he was attempting

to install.

We stopped there. Power line in place, we delivered the car back too [redacted]. As documented in **. [redacted]'s original complaint, the air bag light came on half way back up I95 to Washington DC.

[redacted] called , and stated Toyota found 2 wires CUT, which we were responsible for while installing the cable. Cut indicates that the circuit is broken, and all warning lights will IMMEDIATELY illuminate. Not half way to Washington DC.

It is more likely that [redacted] botched his own wiring , and cut the wires.

According to the vehicle diagrams, all controls for the airbag system are on the drivers side of the vehicle.

The power cable we installed is on the passenger side of the vehicle.

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

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:

There is proof that the wires for the airbag safety were cut with a sharp object when the technician at pep boys was installing the power cable. The Toyota service personnel showed me where the wires were cut.

Review: I special ordered a part for my car, a MAF Sensor which cost $399.61. They took my name, address, phone number, and full payment when I placed this order on 04/15/13. They called the next morning to say the part had arrived and I picked the part up. The part was defective so I called Pep Boys and told them I was having someone bring the part back for them to order another one, instead they gave this person that I don't really know a refund of my money. He did not have my receipt only the core charge ticket, which had my name on it. He gave someone elses address and misspelled my name. I called them a little while later to make sure the part would be in the next day and was informed that the manager had refunded him my $399.61, overriding my request to reorder the part and giving my money to a virtual stranger that I can not find. When I spoke with the sheriff's dept. they said since this person who is the former fire chief of [redacted] County in [redacted], Georgia, [redacted], did not steal the money directly from me but from Pep Boys they would have to be the ones to file a suit against him. However, Pep Boys has told me that it is my problem and refuse to return my money to me nor file anything to help me recover my money. I called my attorney and he said that Pep Boys is responsible since it was a special order part in my name and I did call them prior to this occurring. The manager, [redacted] (I believe was the one I spoke with) was extremely rude and very unhelpful.Desired Settlement: I would like my $399.61 refunded to me and them to press charges against [redacted] for stealing my money. I also think they should write a company policy requiring Pep Boys to call the person that placed the order for a speciality part if they are requesting a refund on any amount over $50.00 to verify that indeed the refund is legitimate.

Business

Response:

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

From: <[redacted]@pepboys.com>

Date: Wed, Jun 19, 2013 at 9:05 AM

Subject: [redacted];

To: [redacted]

Dear [redacted],

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

The Area Director is working with [redacted]. At this time he is waiting for [redacted] to send him the receipt for the part she had to re purchase. Once a receipt is received the Area Director will request a refund to be sent to [redacted].

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

Regards,

Customer Service Coordinator

Consumer

Response:

Dear

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if they fulfill their end and refund my money. I do have a few concerns in accepting this response. I have yet to receive anything in writing or any type of compensation for this situation to date and although I have spoke to the aforementioned person this apparently does not guarantee my money will be returned. When I asked if I could bring the "Invoice" to the location of the PB Manager so that I could get the refund immediately I was told that everything has to go through corporate and it would be at least a week until they would send me a check. I paid them in cash and I really can not afford to wait another week for a check from corporate. I will be contacting you again when and if the money is returned to finalize this complaint.

Regards,

Review: I paid $250 for a car repair. Within ten minutes of leaving the lot, the car died.

Business

Response:

Dear **. [redacted],We are in receipt of the

complaint sent to your office by [redacted]. [redacted] dated June 18, 2014. We would

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

our Pep Boys facility. In order to further assist **. [redacted] we will need the

location of the Pep Boys facility she visited. Once we receive this information

we will than start our resolution process.We again apologize as well as

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

concerns. Regards, [redacted] Customer Service

Coordinator

Review: I WAS LIED TOO TREATED POORLY AND BELITTLED. ON 4-2-13 TOOK MY CAR IN TO PEP BOYS TO HAVE WINDOWS FIXED. A TUNE UP AND OIL CHANGE. I SPOKE WITH MANAGER [redacted]. WE AGREED TO FIX WINDOWS AT 220.00 PER WINDOW(ALL INCLUDED) ALSO A TUNE UP FOR 90.00 AND OIL CHANGE 19.99. WHEN GOT CAR THEY SAY IT WASN"T WHAT THEY THOUGHT AND CHARGE 70.00 MORE DOLLARS. FINALLY GET CAR 8HRS LATER. MY CAR IS STILL MISSING SO CALL TALK TO [redacted]. [redacted] TOLD ME TO BRING IT IN AND THEY WOULD FIX WHAT EVER WAS WRONG FOR FREE." YOU ALREADY PAIN ENOUGH" [redacted] TOLD ME. SO I BRING IT BACK IN AND THE CUSTOMER SREVICE MANAGER TOOK MY KEYS I TELL HIM [redacted] SAID THE REPAIRS WERE ON THEM. HE SAYS OK TAKES MY KEYS. I TOLD HIM THEY COULD HAVE IT THE WHOLE DAY. SOME OTHER EMPLOYEE CALLS SAYS ITS GONNA COST 285.00 ME MAD CAUSE ONLY REASON BROUGHT BACK WAS FOR FREE RE-FIX THIER MISTSKE. SO I CALL BEING MAD . THATS WHEN COSTUMER SERVICE MANAGER BELITTLED ME TALKING DOWN TO ME. ANY WAYS THEY BROKE MY VALVE COVER. KEPT MY CAR AND IS CHARGING ME FOR THIER MESS UPS. SOOO NOT RIGHT BAAADD BUSINESSDesired Settlement: PART REFUND WOULD BE NICE. BUT SINCE THAT IS ALL THEY ARE AFTER , I DONT FIGURE TO GET ANY.

Business

Response:

Dear [redacted],

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

The service manager has advised that [redacted] had returned and all repairs were rendered.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

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 did not fix the problem. still to this day my car is cutting out and leaking gas. at least they said "SORRY" no not good enough. they said they were gonna get my parts from a junk yard. I have to take my car somewhere else to get it fixed properly. But they just showed how profesional they are not. They had my car a total of 7 times 1100.00 dollars and I still have to pay to even more now just to get my car running like it did before I took it to PEP BOYS. I WILL NEVER SPEND MONEY AT PEP BOYS AGAIN. P.S. I also dont want anyone else to get hurt.( because it is emotionally & finacially painfull)

Regards,

Review: I asked Pep Boys to replace a dead starter in my truck. Pep Boys agreed saying they would have it completed in two hours the same day my truck was towed to their shop. Pep Boys called me saying the spent 5 hours installing my new starter and said they have no idea why my truck isn't running. They proceeded to tell me they replaced wiring in my truck without notifying me before they started to do any rewiring. In addition, Pep Boys told me if they keep investigating the mater they are going to charge me more money. I told them to stop because I did not feel confident in the mechanics working on my vehicle. When I asked what wiring was replaced they could not tell me because they did not know. Pep boys tampering with wiring leads me to believe they could possibly cause more problems to my truck. Also, the fact Pep Boys told me they spent 5 hours on my truck and were replacing wiring without my knowledge or consent tells me they were trying to diagnose the problem and were incapable of figuring it out. I did not want to waste any more time or money on them. I had my truck towed to another private mechanic who quickly got my truck running and working properly. However, before my truck was towed I had to pay Pep Boys before they would release my personal truck. I contacted pep Boys and requested a full refund for their services, since they went beyond the time they said it would take and were diagnosing my truck by replacing wires without my knowledge or consent. I've since contacted both the Service Manager of this store and the Area Director. Both of which have not resolved the issue in a timely manor and refuse my full refund. This issue has been going on for a week.Desired Settlement: I want a full refund.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **. [redacted] on May 27, .2014, We would

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

at our Pep Boys facility. **. [redacted] came to our facility and requested a starter

installed, after we replaced the starter the vehicle still did not start. **.

[redacted] was advised that he would need a diagnosis done to figure out what was

wrong with his vehicle. **. [redacted] declined any further repairs and removed his

vehicle from our facility. Pep Boys

rendered the repair requested, no refunds are due. We again apologize as well as thank **.[redacted] for allowing us

the opportunity to address his concerns.

Regards, [redacted] 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 replaced wiring in my truck without my permision, and told me they couldn't figure out what was wrong. I never asked for rewiring. It is clear they had already began diagnosing my truck and couldn't figure out what was wrong. I was never offered a "diagnosis." I was told that if they kept investigating the matter they would charge me even more. I was told by a mechanic that they were looking at it for 5 hours. It doesnt take 5 hours to replace a starter. I'm disgusted in the customer service and believe the Pep Boy's shop that worked on my truck are being dishonest.

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 Care Specialist

Pep Boys

Philadelphia, Pa [redacted]

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: I also stand firm on my previous response. Pep Boys has done nothing to resolve the problem. Clearly customer satisfaction is not a belief of Pep Boys. They even spelled my last name wrong in one of their past responses. Their indifference to proof read a response to their customer shows a lack of professionalism. I suppose I was wrong to expect anything different when it comes to their conflict resolution. I will never again give Pep Boys any business, and I will be sharing my experience with others so they don't have to experience this atrousious service.

Regards,

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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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