Pep Boys

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: 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 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: 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: THIS PLACE DID NOT DO THE WORK ON MY 99 RODEO RIGHT....AND LOST MY KEY TO THE SUV..AND WHEN I COMPLAINT TO THE MAIN OFFICE FOR PEP BOY THE STORE MANAGE AND THE DISTRICT MANAGE SAID I RECIEVED MY KEY BACK AND DID NOT LOOK FOR MY KEY....THE GUY LIED AND SAID HE RETURN MY KEY..AND DID NOT RETURN MY KEY..I CANNOT GET ANY ONE TO LISTEN TO ME AND RETURN MY KEYDesired Settlement: DesiredSettlementID: Refund

I WOULD LIKE THIS CASE REVIEW. FOR ACTION TO BE TAKING PLACE AND A FULL REFUND OR MY CAR BEING WORK ON....

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated February 25 , 2013, We would like to apologize to [redacted] or any inconvenience he may have experienced at our facility and to your office for the delay in our response.

The service advisor handed the key to [redacted] and he handed the key to his wife, she than went out to the parking lot and moved the vehicle and then came back and stated that they did not get the key.

At that time the service manger viewed the CCTV and could see [redacted] twirling the key in his hand. As Customer Satisfaction a duplicate key was made and given to [redacted].

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

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: the guy lied to his manager about give [redacted] key to him. and his wife used her key to test drive the car. because two car had come in will r car was have a ture up done....if u look at the video and make it bigger.. u will see that a piece of paper was give to [redacted] and not his keys....I have been fight to get my key back and found u have lied everytime...just whatthe keyfound....it is the only key that came with the suv...they do not make are car any more...and the guy that lied need to be fired as will as the manager... the customer is alway right... my next step is to sue u for lost of my key...I would like my key..not lied to any more...

Regards,

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,

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: 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: 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 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: 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: 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: 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: 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: 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.

I went to Pep Boys on Oracle to fix a flat tire. They were helpful and figured out a way to save me 40% on the repair. I was very impressed with this place.

Yet another vehicle repair location you can't trust. Call for a price quote for two new rear breaks. Was told $158. Sounded good, so I made an appointment. When I came in the price raised to $256. Then they came back to say the front breaks needed to be repaired also. Unless in two days my front breaks went from ok to bad they are just trying to get money out of me. Another shop I actually trust had said the front breaks were ok but the back needed to be replaced. After I told her no, just replace the back ones she said "fine, wreck your front wheels". She walks out of the waiting room, the door doesn't even close and she comes back and says something about the rooters on the back also needed to be replaced. And she wouldn't let me drive out of here with rooters like that. And that would cost an additional > $100. So what was supposed to cost $158 is now going to be over $380. And they are pushing for over $620

Review: they put it on a computer and said it was the number 2 an 3 cyclinder was miss firing. had the coil packs replaced on all 6. went back 3 times for the same thing, went to Jeep and put it on there computer and was told it was a blown head gasket. spent over 601 dollars. with nothing from Pep boysDesired Settlement: refund on the parts and labor they said to replace

Business

Response:

Dear [redacted],

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

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

Regards,

Customer Service Coordinator

Review: 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: ordered part for my car multiple parts were listed so called in to customer service they looked it up for me too and said this is right part. It arrived it is wrong part called in and requested to return it. they said we are sending you a shipping label 2 weeks later still no label, repeated customer service calls. no label can't get my money back nothing. just more excuses. you request to speak to a supervisor and are told supervisors can't help you they don't know anything? very odd way to do business. I want my money back including the shipping and handling I paid for 2 day express shipping it took longer to receive the item in the first place. I even told them just print a duplicate label obviously first one got lost some how. or email me a label I can print off myself. both options were refused. asked for my money back outright they wont' do that. poor customer service I just want my money back so I can purchase the correct part for my car. I was told if I take the part to a service center as there is no local store I lose the 8 dollar shipping and handling. if I wait on a shipping label I will be given a full refund. total due me is $47.26 (35.99 for the part 8.17 shipping and handling and 2.66 for tax)Desired Settlement: full refund and a apology for how poorly their customer service staff has treated me in the past 2 weeks.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by [redacted] on April 28. 2014, We

would like to apologize to [redacted] for inconvenience she may have

experienced with our online process.This was an unfortunate issue where [redacted]s order was

involved in an on site bug that prevented us from following the normal process

for a return as the systems simply wouldn't allow us to progress through the

process. We have been advised by our

online specialist that a return slip has been processed and as soon as they see

the return they will than refund [redacted] in full.We again apologize

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

concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

yes I finally did get my refund.