Pep Boys

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,

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

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: On 09/06/13 I had replaced tires on the auto. When inquired and before scheduled an appointment I was told that the promotion is buy 3 tires and get one free. The free will be the rebate. After I had tires replaced and paid and mention I may not want this road hazard warranty option for $62.72 I was advised that than I would not qualify for the buy 3 get one free deal. So I paid and asked about the rebate. The representative handled me poor quality copy to go on line and submit. It says in the sheet that it's a prepaid [redacted]. I had no choice and submitted on line. On Oct 26, 2013 I received the card with Pep Boys logo issued by [redacted] expiration date 02/2014. This card can not be cashed nor used at ATM. It must be used by February, 2014 and subject to the purchase fees.

I e-mailed Customer Care center and have no respond. I called the center and was told that that's deal. When I told that I would like to return the plastic and asked to issue a check I was told NO. I asked to speak to a manger and he tried to bribe me offering another card to spend in pep Boys!. I rejected.Desired Settlement: Please replace with check.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated October 30, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced with our tire rebate process.

We are waiting for **. [redacted] to mail back the [redacted] Card and we will issue her a check.

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

Regards,

Customer Service Coordinator

Review: It all started with my car overheating on January 31st. When I got home from work I had my car towed to the Pep Boys on [redacted]. I have been going to this location for all my service needs, the staff has always been really nice and I have never had a problem with either a repair or employee. On this initial repair, they had done a diagnostic of my radiator, and recommended that I get a new timing belt, water pump, and a couple of seals, gasket, etc. As well as a radiator flush. They told me my radiator was FINE other than needing a flush and that the water pump would fix the over heating. They said it would cost me around $800 and I had wanted to make sure it was worth sinking the money into it as I have a '96 [redacted] and it is hardly worth putting that much into it and they ASSURED ME that it would be fine after this. On 2/13 it started over heating again and I luckily made it to work. Pep boys agreed to tow it for free. They picked it up at 1PM and at 2:20PM I called in on the status, they said they were looking at it and would call back. At 5PM I called again, they said a mechanic had just started looking at it....At 6:15PM I called back they said everything looks good, all the valves are opening, the radiator is fine, the ONLY thing it can be now is a crack in the engine so they'll test for that and call me back. No call back, what a shock! I called back twice, both times [redacted] was busy with a customer and said he'd call me back. Never, ever did. I called him back and he said the radiator was blown. What.. He said the NEW WATER PUMP CAUSED IT. So the radiator diag said it was perfectly good and now he's saying it randomly blows up? I filed two complaints with Pep Boys. They just forwarded them to [redacted]. The final price of the fix was around $400 from the $510. I want it free. At 6:15PM I'm told it can only be an engine crack and its magically a BLOWN RADIATOR?!

Product_Or_Service: Water Pump and RadiatorDesired Settlement: DesiredSettlementID: Refund

[redacted] gave me a bunch of crap when he received the complaints by me, never, ever returning my call. Called me back today 2/17 FOR THE FIRST TIME acting like he cared about the status of my car, and then goes oh by the way I got another complaint. Wow, of course no actual caring call. I told him that I wanted it taken care of he goes on about he doesn't rip people off, blah blah. No I want this taken care of with a full refund of ALL services performed because of this c

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted]. We apologize for any inconvenience **. [redacted] may have experienced at out facility, and to your office for the delay in our resonse.

**. [redacted] came in on January 30, 2014 for overheating and car was shutting off. We offered a coolant system evaluation which was $34.99. We found that water pump was leaking recommended taking the timing cover off and revise inspection. **. [redacted] approved the inspection. The technician found that the water pump was indeed leaking.

On February 13, 2014 the car was towed back for a coolant leaking again .Upon reinspecting the vehicle our technician found that radiator had a crack.During **. [redacted] visits we recommended water pump, timing belt and also all the cam and crank seals as the vehicle was leaking oil and coolant massively, timing belt and all internal parts inside were saturated in oil and coolant. [redacted] Spoke with **. [redacted] and [redacted] also spoke with **. [redacted] son as well and both were advised that the repairs were more than what the value of what the car is worth . On February 13, 2014 [redacted] called [redacted] to advise the radiator needed replacing . [redacted] got very upset and asked me why didn't we catch that the first time when we did the water pump? [redacted] replied to [redacted]. [redacted] that we cant recommend replacing a part unless we see if it is starting to fail or has completely failed and at the time of the original repair there was no apparent issue with the radiator .

It was also explained to [redacted]. [redacted] with the new water pump and new upper and lower radiator hoses pressure built up and blew out the weakest part of the cooling system.

**. [redacted] approved all repairs rendered. 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 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: I brought my 2007 [redacted] into pep boys the last week of Feb 2014 not sure of the exact date maybe the 26. Well I the reason I took it in was I was not getting heat from my vents and the car was starting to overheat. I was told they would perform a cooling inspection. The next day I was told the water pump had to be replaced. After a week of back and forth calls with my 3rd party warranty ([redacted]) I was finally told they would begin working on it once the part arrived from the warranty company. The parts supposedly march 7. On Monday march 10 I got a call from [redacted] assistant manager that the mechanic who was working on my car named [redacted] had a death in the family so they would need more time. Very understandable. I get my car back noon march 12 paid $582. Driving home which is about 5 miles from pep boys I notice I still had no heat. I pull into the driveway and notice my engine is smoking. I pop the hood to find out that there were missing components not installed(engine cover and air vent scoop) of course the parts where just sitting in the back seat. I called up pep boys and they say bring it back. I got there and was told by [redacted] that the mechanic was gone due to personal issues. I complained and asked for another tech to look at the car. [redacted] after a few hours got the car to blow heat she said the reason for the smoke was the coolant resorviour was overfilled. So I left, as im driving to work which is about 25 miles from peps, I had heat for the first 10 miles and then back to cold air. I called up and was told that since they just filled up the car with fresh coolant it could take a while for all the coolant to circulate. I gave it a day and still same issues. I called Friday to schedule an appointment to come back. They put me down for Saturday 12pm. I was late and got there at 1. Was told the mechanic wouldnt be able to see my car and I had to come back,next available day was Tuesday. So I agreed. As I drove off not even 2 miles later I noticed my temperature gauge slowly moving up. My first instinct is turn on the heat!! But no hot air just cold air. I went back to pep boys and asked for them to take a look at it. The car was there for a week. I called daily to check up on the conditions they couldnt tell me anything. They preformed various test. Block test,compression test,leak test. No leaks compression test were good and block test showed no sign of failed head gasket yet they kept saying its the head gasket. I said im gonna get a second opinion and would take the car to [redacted]. I picked up my car Saturday march 22. Took it to [redacted] on Monday and come to find out that the water pump was bad. Apparently pep boys used the wrong sized bolts. The bolts used were too short and thus caused a small leak. So they replaced the water pump and also saw that the car still had no heat and would slowly overheat. They replaced thermostat and still nothing. After their master tech checked the car they came to the conclusion that due to the fact that smaller bolts where used the small leak caused engine damage. After a week of going back and forth with pep boys about the situation they sent out their tech to [redacted] on april 3. I get a call the next morning from pep boys manager [redacted] saying that [redacted] (pep boys tech) saw nothing wrong at [redacted] and that [redacted] could not prove to him that they were at fault. They also offered me a complete refund for my pep boys bill of 582. I told him to keep the offer on the table as I have to speak to [redacted] there are always 3 sides to a story. The story from [redacted] completely different. So now I have been carless for 6 weeks. Have a pep boys bill of 582, a [redacted] bill of 1100 and a new invoice for a new engine swap. I would like to get a resolution to my problem without having to go via the court system. In my eyes pep boys is liable for all this and are playing hardball. They had a mechanic who unfortunately due to personal circumstances was not at full attention at work. They kept pushing me off wasting my time not giving me answers. Then when I tried to work it out I get nothing and got an offer of a full refund, which to me was a strategy to get rid of me. So I am writing this up for new jersey consumer affairs as well as Revdex.com. Hoping justiced is served.Desired Settlement: Pep boys should cover the [redacted] bill for the engine change and the water pump change. Also the pep boys invoice of 582 should be waived as it was the cause of all this. So far 6 weeks filled of headaches and stress. The fact that I have to pay $50 a week for a sitter to pick up child from school and $50 a week for rides to work has also been part of my hardship.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent top your office **. [redacted] on April 14, 2014. We would like to

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

facility. On March 10, 2014 **. [redacted] brought this vehicle to our

facility with an overheating and no heat concern. Initial inspection we found

the water pump leaking. We replaced the water pump and the car was inspected

and road tested with no further indication of any issues. **. [redacted] returned with vehicle because of no heat

issue. The vehicle was inspected and found air in system. We should have

suspected a head gasket leak, but none was found and perhaps a more rigorous

test would have revealed it. On a follow up visit SM found the leak and advised

the customer. Customer brought the vehicle to the dealer for further

inspection. Initially, dealer indicated water pump was leaking due to wrong

bolts and screws. Service Manager visited the dealer to inspect their

findings. The water pump had already been replaced. The technician explained

they were not the wrong bolts, however, bolts were missing. The technician

gave the Service Manager the water pump. The technician had still not

discovered the head gasket leak. An Inspection of the water pump indicates all

bolts had been installed. Follow up condition report from dealer now indicates

both improper and missing bolts and an estimate up to $19,000.but the dealer

cannot produce wrong bolts.

We spoke to the **. [redacted] on April 16,

2014. We reviewed the condition of his vehicle, the estimate from the dealer

and the inconsistencies with whether the bolts on the water pump were missing or

wrong. Discussed how a slow leak may not be discovered and no heat conditions

can be a possible indication of a head gasket leak. Based on this, offered a

refund of initial costs due to missed/misdiagnosis. Also offered to replace the

engine with used engine, **. [redacted] would be responsible for the engine at

our cost and labor less initial payment. **. [redacted] wished to consult his

attorney. And would call us back the next day. 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: 1st of all the dates are incorrect. Due to the fact that documentation at pep boys done incorrectly my recipet of the original day I took the car has no date no odometer reading. Nor does my final customer copy have an odometer reading nor my signature. The car was there the second time around for a week as I called daily to check status. "After several tests" they could not tell me it was a head gasket leak since no test directly shows that there is a leak I never received test results just the fact that they was just gonna go with that decision. After the dealer,the makers of the car, tells me that the water pump was installed incorrectly then it is most certain that the cause of the over heating is due to the negligence during the installation, which makes sense since I got my car back on a Wednesday. I drove it around normally as I work 30 miles away and went through my daily routine driving around and for 3 days no overheating? Def not a sign of a headgasket but 3 days of a leaking water pump can cause overheating in time. At this point I just want my car on the road. I am single father that is trying to get by. This is a major set back that I am not liable for. Yes the offer for pep boys to get a used engine and install it is good but the fact that I have to come out of my pocket for a mistake made in your behalf would be insane. I implore you to reconsider your offer,look at the facts and use common logic.

Regards,

Review: I purchased 4 new tires and alignment. The car was running well. I just changed them for regular maintenance. They told me the car CANNOT be aligned, that I needed to purchase additional parts and repairs. I agreed, and reiterated that after that additional repair, my car would run perfectly. After that once in the highway, I realized the balancing/alignment was not good. went back to the shop, They rebalanced the tires, and said there was another issue, the car cannot be aligned, that there would be additional repairs. I needed to get my car on the road. already displeased by the events, I agreed once AGAIN to some extra repairs, in order to correct the problem. The alignment was done wrong my car continued to tremble, I brought the car back, I told them to check it, correct the problem and rotate the tires. At this time AGAIN they told me my needed additional repairs. This time I told them to FORGET the alignment and balance and rotate my tires….. I left UNSATISFIED ONCE AGAIN, still feeling the trembling, I was cleaning my car couple of days after, and I noticed my tired was completely bald and ripping apart, showing all the metal treads and a bump, I CANNOT BELIEVE that they will rotate and balance an UNSAFE tire, which was damaged and could have cause a major accident, yet… your employes were trying to get me to pay for MORE repairs. I went to the store and brought in ALL THIS ISSUES… The assistant manager was rude and made me buy a new tire, and recommended me to go and get the alignment somewhere else! What kind of business you guys RUN?!?!Desired Settlement: I want my money, because all the tires are messed up, due to your lack of efficiency in detecting and fixing the problem. So my set of 4 brand new tires… have become useless!!!! I will continue my business somewhere else from now on. Not only was this car serviced at this establishment, but also two additional cars. You lost a valuable customer, I want my money back!.

Business

Response:

Dear [redacted],

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

Below is all the recorded visits from [redacted], and our resolution.

On March 6, 2011, Customer paid for a 90 day alignment and Free engine pull codes $74.89

On March 6, 2011, Customer paid for a diagnostic (probably because the pull codes could not provide the problem) $103.97

January 26,2012 Customer paid for another 90 days alignment (his was out of warranty) $74.89

October 18, 2012, Customer purchased 2 tires and oil change $382.11 (should have purchased alignment to protect the tires, but he declined)

August 12, 2013 Alignment under warranty and oil change $35.96

April 11, 2014 90 day Alignment $80

September 12, 2014 1 Tire (customer did not have road hazard) $98.53

September 26 2014, 2 Tire (customer did not have road hazard) $158.54

Customer wanted to save money and therefore never purchased road hazard warranty on any of his tires and customer also wanted non LT tires which it's what is recommended for this van because they were cheaper.

We find no wrong doing on behalf of Pep Boys and we are denying this claim

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I took my car in for a oil change ten miles later my engine blew up I no longer have a car my engine is completely ruined.

I took my car in for a oil change ten miles later the engine blew up and I lost my engine in my car no longer works nowDesired Settlement: to replace my engine that they ruined

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.

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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.

Review: I brought in the old starter to Pep Boys to find a suitable replacement part and took it back to the vehicle and installed it and when I started the vehicle it made a loud screech and then a plunk followed by a plunk. I removed the starter and discovered the pinion gear had come off the starter but the clip that is supposed to keep it in place was still on the shaft. I discovered the pinion gear lodged between the flywheel and the bell housing, visible through one of three large holes in the bell housing caused by the pinion gear after it separated from the new starter. I retrieved the pinion gear, spacer ring and returned them along with the starter to Pep Boys. I was instructed by my mechanic to request my old starter be returned (They discount the price of the new starter for your old core) After it was shipped back to the store I had it rebuilt locally.

Product_Or_Service: PRO STARTER ITEM# [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

The transmission has to be replaced. I found a used one for just under $500 for the part and $500 for labor to remove the old one and install the replacement. Total $1000

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on August 15, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility, and to your office for the delay in our response.

A claim was entered and denied. **. [redacted] was advised of the denial,

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: After careful consideration of the reasoning the Pep Boys Claims Agent gave me verbally over the phone, I realized that her job is to deny as many claims as possible. I also realized that I had not provided enough supporting information to allow them to provide adequate remedy. That said . .. I will send another correspondence within 48 hours of sending this email with the receipts photos etc.

Regards,

Review: Took truck in for rotation and balance of tires. Upon picking up of vehicle I did a quick walk around only to find that the wheel weights to balance my tires were put on my wheels with DUCK TAPE. When asked why...their reply was "cuz we were out of the sticky weights". How many others this past weekend had their weights taped on their car or better yet were charge for mounting and balancing and the work was never performed because they did not have sticky weights as previously told. So were these customers charged for a service that they did not get completed? Dishonest, Deceptive and not to mention dangerous having a buch of weights duck taped to a rim running 70 mph down the highway as they fly off and hit the windshield of the car behind them.Desired Settlement: The refund of $59.96 should be paid for the original purchase of lifetime balance and rotation as I will never trust this corporation again and will have to pay to have my tires rotated and balance elswhere for the life of the tires.

Consumer

Response:

I was able to go back to the store and they have refunded me the money I originally paid for the service. I did ask the Manager Doug if they were out of sticky tire weights and knew it, how many customers over the weekend did they perform tire mounting and balancing for that paid for the service but did not actually get their tire weights applied. So basically they could have many others charged for a service they never performed.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and offered the refund he requested.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: My 2008 Chevy Impala broke down on me on June 26th, 2013. I had my car towed into PepBoys on that day and was told that my Pop-Lock Silinoid was out again. I had to purchase a gear shifter because the silinoid didn't come alone. I took the part to PepBoys and they told me I didn't need the part just some wires came apart from my silinoid and they put them back in and just charge me the labor. As I was been returned my car, the mechanic couldn't get my key out of the ignition. He said he had to take it back in and try and get the key out.the labor when I realized they had my car entered in as an 2005 Chevy Impala, but I have an 2008 Chevy Impala. The mechanic said he knew it was wrong so he went to look up a 2006 Impala and it had a floor shifter, so he went with that diagram, instead of checking to see what year my car was. The manager [redacted] said he got the information off of the tow truck driver's paperwork and refunded me my money. I spent another four hours there while he continued to try to no avail. I was told to bring my car back the next day and they would get it out, I said ok and left for work. I got to work and realized not just that my key wouldn't come out the car also wouldn't cut off. I called and complained because I wasn't told that my car wouldn't cut off. I have dealt with going back and forth to PepBoys to have them fix my car for over a month. A mechanic from PepBoys called me and said knows what he is going if I would give him the opportunity to work on it. I took my car to the mechanic [redacted] and he said it looks like it needs a new Pop-lock Silinoid. I told him that was my original reason for coming but said I didn't need it. But I also told him that my key was coming in and out perfect before when the silinoid went out. I told him then I would go and buy the part myself if they can just get me back to where I was. I bought the part, and on July 30th they finally put in. And now I'm back to square one. I am having trouble getting my car out of gear now, which has not been an issue since they first fixed my car, and my key is still getting stuck in the ignition to where I have to leave my car on and check in for work then come back out to try and get my key out of the ignition. I have called and complained numerous amounts of times, to only get no calls back. I was told my complaints have gone to the corporate VP and I should hear something within twenty-four to forty-eight hours. I have called them three times since July 30th and finally got a call back from a [redacted] on Aug. 5th stating that the General Manager [redacted] basically told her the same thing, but it was nothing else they can do for me . I have been going though this problem with PepBoys for well over a month now for me to get a "we've done all we can do".Desired Settlement: I want to take my car to the Chevrolet dealer and have them fix my car and PepBoys pay either the Dealership or myself for the repairs

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] August 6, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] had his vehicle towed in, supplied his own part (gear shifter ).Installed new gear shifter same night and technician concluded that although the part was needed it was incorrect. Technician salvaged old shifter and was able to get the vehicle started, however the key would not come out of the ignition.

We did not discover this until after closing time since we committed to getting him his vehicle back same day. Since the outcome was not 100% we refunded **. [redacted] for the repairs he'd paid for and gave him back his part to return to the dealership..

We asked that he return another day of his choosing and let us perform a free diagnostic for his inconvenience ..After a few missed appointments set by the **. [redacted] he arrives one day at noon although he committed to having the vehicle to us by 8;00 AM . After performing the free electrical diagnosis and informing **. [redacted] that he would be needing the shifter and the pigtail/socket that it plugs into, he instead insists on Pep Boys not doing the repair, but just simply removing the key from the ignition.

Not wanting the further frustrate **. [redacted] we decided to let the technician working on the vehicle explain that although we could remove the steering column to remove the key ,as soon as it is inserted it will become stuck again, due to the malfunctioning gear shifter. He did not have the 2.5hrs to wait for Pep Boys to remove the steering column so he said he'd return on another day. Not satisfied with our free diagnostic ,he mentioned wanting to go to the local Chevrolet dealership to get a diagnosis performed,

We compensated him for this diagnosis once he presented a receipt from the dealer .When asked the dealerships conclusion he informed us that the dealer could not come to a exact conclusion as to if it were the shifter in its entirety or the pigtail/socket or both.

We did follow up with the dealership and they told us they could not reach a 100% determination again after a few missed appointments **. [redacted] later returned around noon even though the appointment had been set for 8a.m. We agreed that we would remove the steering column at no charge. We removed the steering column at no charge, and handed him his key upon arrival.

He put another complaint in the system, this time we agreed that we would we would cover the labor free of charge, as long as **. [redacted] provided the shifter/pigtail. **. [redacted] arrives a few days later with all parts needed, the technician called [redacted] mid way thru the repair to inform him that a good battery would be needed to check the voltage coming to and from the shifter. The technician went further more to tell **. [redacted] that his Duralast battery appeared to be new and should be under warranty, **. [redacted] agreed to get another battery since he knew it was indeed under warranty. **. [redacted] arrived 1.5hrs later with no battery and the technician had stepped out for lunch. **. [redacted] was upset that he went to lunch, this started some words back and forth and the service manager had to be called in to defuse the situation.

A claim was entered and base on the above it was declined. Pep Boys will not be responsible for any further repairs or refund.

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

Regards,

Customer Service Coordinator

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.

Review: Instructed employee of current car repair situation and the step by step procedures that were required with it being a radiator issue and what I believe that happened was the representative when to evaluate the car without water or antifreeze in which resulted in selt belt locking and antilock submission light resulting which wasn't an issue until after the repair which cost me rounded of a little under $500.00. The payment required a credit card named [redacted] ([redacted]) (card #)$300 and a little under $200 cash. I tried to drive the car home after fixing and barely reach 5 block and it over heated again which meant the repair wasn't fixed; as well resulting in a worst condition.

Product_Or_Service: 02/11/2012

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

If you believe the Pep Boys did their required job for the little less than $500.00 and meet the requirement of repair, than I would have to accept this but if not I would like to have full amount of reimbursement or $300 credited back to credit card for small amount of repair and that if you agree that it was a repair. Thank You.

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.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: Took my wife's car for 4 wheel alignment done around 9am 11/03/2013. Had to wait @service counter get helped. [redacted] the service supervisor came coated $79 and told us that it will take two hours time to get it done.Came back after two hours seems like it was done becuase the car was parked in different place. Went in and picked up a fuel additive and went to the service counter to pay and pick up my wife's car. Normally I paid everthing at the service counter. But I was told go up to the cashier to pay. Same time I asked for my alignment report. I was told by [redacted] the cashier will print one for me. Again I asked the question in regards to the print out he catergorically told cashier will print one. We walked up to the cashier and paid for my serice plus for the fuel additive and also I had one of their cash back coupons. After paying I asked the cashier for alignment report and she told me take the receipt upto the counter and service department will give one. That time I got really ticked off. He lied to me. Does he think we are stupid or it like him? Went back to the counter and he checked my receipt and asked me to sign their checkout paper and he told me I was done. Than I asked for the alignment print he told me printer is broken and for me to come tomorrow. When he told this I got really MAD!!! What does [redacted] the supervisor think? I was very mad about it. I knew He was not honest superviosr. When I was walking out another tech told let me that he will try to print out for you. They should have done that long before I came to pick up my car. My question to them and better business is why do you all allow business to function like this. I now wonder whether they really did my alignment or not? I Demand a full refund. Looking at the compliant I wonder how these idoits operate. This shows their upper mgmt attitude towards their customers. I refuse to talk to the Service Manager. This shows hos attitude twowards his customers.

Product_Or_Service: NissanDesired Settlement: DesiredSettlementID: Refund

I demand a full refund back becuase when I paid the full price they did not provide a copy of my alignment. If the printer broken why the heck to they operate it? Even it got broken the time they were doing my alignment [redacted] the supervisor should have told me when I was asking for my alignment print out. No he was not honest like his menager and the upper managment. This shows they did not do my alignment.This is call cheating customers. Are they running a honest

Business

Response:

Dear **. [redacted],

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

After the alignment was done, the printer was having issues and the print out of the alignment results could not be printed. When **. [redacted] returned, an explanation was given to him about the printer issues. The service writer attempted to explain to **. [redacted] that the printer would be repaired and we would print out the results.

**. [redacted] left upset. Attempts to contact **. [redacted] were made that day to provide him a print out when the printer started working.

The manager has attempted to contact **. [redacted] and provide him a refund of $79 for any inconvenience caused by our printer malfunction,

We ask that **. [redacted] return to our facility for his refund.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

I do not plan to visit the Pepboys store to collect the refund. Please ask the business to mail me check for $79.

My mailing address is

Regards,

Business

Response:

Dear **. [redacted],

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

A check for $79.00 will be requested. We ask that you allow seven to ten days for delivery.

Regards,

Customer Service Coordinator

Review: I had a very troubling experience having Pep Boys Rochester Store #[redacted] repl[redacted] the bolt on catalytic converter on my 1992 [redacted] pickup. Before I outline the details of the experience, I want to say that I was greatly appreciative of the customer service I received by the Service Manager, [redacted]. Unfortunately, the quality of service performed by the mechanics was careless and unprofessional.

On June 7, 2014, I dropped off my [redacted] pickup to have its catalytic converter repl[redacted]d with one I provided from [redacted] as well as an alignment at a total cost of $223.31. When I picked up the car, your employee assured me that it was in complete working order. When I asked if any issues where encountered I was told that there were none except a crack that was “pre-existing” on the section of exhaust pipe after the catalytic converter. The following is an overview of the problems I encountered:

Issue Set #1: When I started the car and drove home it was clear that there was a new major exhaust leak and not just a crack. Once home I inspected the work that was performed on my truck and I discovered the following issues:

1a: Pep Boys did not repl[redacted] all hardware with new bolts; they left one of the old bolts on that was still rusted onto the flange when I inspected it.

1b. Pep Boys did not repl[redacted] all the nuts; they left off the nut on the rusted bolt.

1c. Pep boys used [redacted] on the catalytic converter flanges in addition to the gaskets I provided. I was not asked for this additional and incorrect procedure but was charged $13.98. [redacted] is not recommended to be used on catalytic converters by both [redacted] and [redacted], the manufacturer of the catalytic converter I supplied.

1d. Pep Boys damaged the s-pipe after the catalytic converter by using enough force to bend and tear the s-pipe near the rear flange. This was a new hole as evident by the shiny metal edges around the hole without any rust or carbon deposits. I believe the extra force and bending of the s-pipe was a result of the fact that they had to bend the s-pipe to remove the catalytic converter because the mechanic did not remove all the bolts.

1e. When I arrived home and called Pep Boys to explain the situation the Customer Service representative, [redacted], he implied that I was lying and hung up the phone before I could explain all the issues.

On June 8th I went into the store in person to talk to [redacted]. I suggested that although I did not know for sure of the integrity of the s-pipe prior to service I knew it did not leak. I suggested that I would provide a new s-pipe and all the gaskets if Pep Boys would perform the installation. [redacted] agreed this was a fair and equitable resolution. He also agreed to remove [redacted] and replace the rusted bolt that was left with a new nut and bolt.

On June 16th I returned to Pep Boys to have the agreed upon service performed. The cost for the [redacted] was refunded to me.

Issue Set #2: On June 17th I noticed a rattle and inspected the work performed on June 16.



2a. One of the nuts on the rear flange of the catalytic converter was not tightened against

the flange. It was cross threaded when installed and was more that ¼ inch from the flange causing the bolt to rattle.

2b. A second nut on the rear flange of the catalytic converter was lose, although not cross

threaded, but still not tightened against the flange.

On June 18th I returned to Pep Boys for the third time and had these 2 nuts tightened.

Issue Set #3: On June 19th I inspected the work performed on June 18th.

3a. The nut to referred in issue 2b was never tightened.

3b. Although I supplied new gaskets for the work performed on June 16, the old gaskets were

reused because they still had [redacted] on them.

3c. The new gaskets referred to in issue 3b that should have been used on the service

performed on June 16 were never returned to me.

3d. Both the front and rear flanges of the catalytic converter leaked excessive exhaust

On June 22nd I returned to Pep Boys the fourth time to have the issues outline in Issue Set #3 resolved. Prior to the service being performed [redacted] asked what should we do if the exhaust continued to leak. I said that if the two surfaces of the flanges are flat there should not be any leaks and that if there was a leak it may be a result of damage to a flange. There was no leak at this flange prior to any service performed. Again, I supplied new gaskets. I was unsure if the new gaskets I had supplied before were still at the store after not being used or returned to me. They were returned to me after I inquired about them.

After the service was performed I went to inspect the work with [redacted]. The front flange gasket continued to leak but I was assured that the flange was not damaged.

Issue Set #4 On June 23rd I inspected the work performed on June 22nd by removing the forward flange bolts of the catalytic converter to inspect the flange.

4a. A washer was not used with one of the nuts on the rear flange of the s-pipe.

4b. The grade 5 bolts used by Pep Boys were all damaged because the force used to try to

tighten the flanges together, which was impossible (See 4c)

4c. The flange on the pipe prior to the catalytic converter was severely damaged. The pipe

actually extends a short distance through the flange. The little piece of pipe showed extensive damage. The flange itself was also damaged. These issues made an exhaust leak inevitable. The damage to the forward flange and pipe was evidently caused by the mechanic trying to separate the old catalytic converter from this flange with an air hammer or other similar device.

4d. The mechanic tried to cover up this damage by the use of [redacted] on June 7. Without the J-

B Weld and the limited strength of grade 5 bolts the flanges could not be sealed.

Of the four times I took my truck to Pep Boys Rochester Store #[redacted] to resolve a variety of problems I left the store misled, and with exhaust leaks, lose bolts, and/or missing washers. This not only demonstrates incompetence on part of the mechanic but a lack of concern for safety. Any of these issues could lead to an injury or fatality. For these reasons I do not feel safe returning to Pep Boys Rochester Store #[redacted] to address the issues in Issue Set #4. I feel that I gave more than ample opportunity for Pep Boys to complete the job correctly and in a safe manner. At this point in time I wish to take my truck elsewhere to have the service completed correctly.Desired Settlement: As a final resolution I request a refund of $107.80, the total cost charged to me to remove and replace the catalytic converter.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated July 11, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.**. [redacted] was contacted and asked to return to our facility for a refund.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: pep boys has been my main source of car care since 2010. I have 3 vehicles which have been serviced by the [redacted] store. in January 2012 I had rack and pinion steering replaced on my [redacted]. I have been having the tires rotated and aligned on a regular basis since that time. last alignment was less than 10,000 miles. this car is mostly driven to work on freeway. today, brught the car in for oil change and check alignment, has some minor drifting to the right.last tire rotation was 7000miles ago. no tire wear discussed at last visit. today I was informed of the need to replace parts of the rack and pinion formerly replaced two and a half years ago, namely the tie rods and the labor to fix this part. I spoke with the service manager as I know something about car parts. tie rods don't go bad easily and shouldn't unless parts are defective or were not originally replaced as stated in jan 2012. he was full of excuses as to why this might happen but could not own up to the possibility of defect or having not replaced the part originally. then the technitian proceeded to tell me as a result of the bad tie rods ,my two front tires needed replaced. funny ,they were running a special on faulkan tires. in any case, very little was done to remedy the situation. I paid over 1000.00 two years ago,440.00 for this second attempt at fixing the same problem and I would like this place investigated for dishonest practices. possible advantage taken of female client.putting in bad partsI would like a refund of my money spent and the tires that were ruined replaced free of charge ( due to negligence/lack of integrity). this would be a fair settlement but my trust in this business is gone!!! in 4 years, not even one service man is still there, turn over is high and speaks for itself.Desired Settlement: DesiredSettlementID: Refund

refund of labor charges 440.00new tires to replace their faulty work this business has a record of the services performed

Business

Response:

ear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 23, 2014. We would like to apologize to [redacted] for any inconvenience she may have experienced at our Pep Boys facility.On January 3, 2012, we replaced the rack and pinon , also preformed alignment mileage on the vehicle at time of this visit was 57505.

The next visit was on May 5, 2012 [redacted] stated she hit a pothole in road. We preformed alignment under warranty mileage this visit was 62021 no other parts or labor were done.

On October 5, 2013 mileage 73591 we replaced front brakes, changed oil and filter , replaced both left and right hub bearings and preformed alignment which , [redacted] charge $79.99 [redacted] also advised that her vehicle was pulling to the right, we also balanced tires for her on that day if there was a tire problem we would have found it that day

The next visit to the store mileage was 82247, we replaced rack and pinon that was leaking [redacted] had a warranty for the part, so we charged her for labor and found that two outer tie rod ends were bad these were original parts never changed out , also preformed alignment for $49.99

Pep boys position in this matter that rack and pinion was covered 100% however labor warranty was only 3 months 4,000 miles stated on initial invoice dated on January 3, 2012. Customer claim of part not being replaced is not valid. Additional work was the installation of outer tie rod ends which required replacement and were original parts Since 2012, [redacted] has returned for repairs other than rack and pinion.

A full refund is denied however we can offer trade in credit on old tires for customer satisfaction. If [redacted] would like to accept this offer, we ask that she return top our facility and see the service manager.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: Took my vehicle to this facility for repairs. Keep in mind I purchased the parts to be replaced and left the facility with the parts. They said it would be done in 4 hours max, which turned into almost 24. Then I drove the vehicle no more than 57 miles and I now have another issue with my vehicle as the result of their negligence. I contacted the manager to explain my problems and have continued to get the run around. I need my vehicle towed as I will not drive it and cause any further damage and the manager is still giving me the run around. Don't know what I should do but call the Ford dealership have them come pick it up and perform the repairs.Desired Settlement: I am gonna give the Ford dealership a call to have them do the repairs correctly and would like for Pep Boys to refund my money or take care of the new charges from the ford dealer.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 2, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

[redacted]'s vehicle has been repaired.

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

Regards,

Customer Service Coordinator

Review: I took my 2007 Chevy Silverado to Pep Boys on Sunday 11-17-2013 because my truck had a light on that said engine power reduced. Pep Boys ran the diagnostic and said it was the throttle body and it just needed to be cleaned due to heavy carbon build up. [redacted] stated to me that luckily it didn't need parts it just needed a good cleaning, so I agreed to have the work done. This cost me $589.00. On Tuesday morning, 11-26-2013 the engine light appeared again and gave me the same message as before. I once again took it to Pep Boys and this time [redacted] told me it needed a Throttle Body and it was going to cost an additional $400.00 After a lot of arguing with [redacted] and the manager [redacted], he agreed to credit me $129.00 toward my bill since I told them that they should've fixed the problem the first time around and they just wanted more money out of me. I also contacted the customer service line for pep boys and was given a case # of [redacted]. I was then contacted by Tony the asst manager and he stated to me that the district manager told him to resolve the issue. They decided not to charge me for labor and only the part. So now I paid them an additional $207.00. On Saturday at 7:30 p.m. 11-23-2013 my truck left me stranded at work with the same engine power reduced message. I called Pep Boys and spoke to [redacted] and told him the problem and how frustrated I was and that I needed the truck towed to them. He said to call the 1-800 # for pep boys to get a tow truck. I stated to him that I wasn't going to pay for this tow because this issue should have been resolved already and they have no right to get more money out of me for a job that should've been done right the FIRST TIME! Now my truck is going to sit at Pep Boys overnight until Sunday morning. I want this issue taken care of and I want my truck in working order for all the money I paid for.

Product_Or_Service: Throttle BodyDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want the truck fixed and in good running order, this is what I paid Pep Boys for and I trusted them to fix my truck, not [redacted] me over like they have done the past two times. The diagnostic said it was only the throttle body and this was replaced by what I think is a new part. I DON'T want to dish out more money for them to tell me something else is wrong. This looks like they are just screwing me over for more money for work that is not prope

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on November 27, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager spoke to **. [redacted] when she came to pick up the vehicle, he advised her of the findings as well as shown her the printouts **. [redacted] seemed satisfied with the outcome.

As a Customer Satisfaction, we will offer the requested amount back to **. [redacted] of $207.65.

A check will be sent to [redacted] at [redacted],TX [redacted]

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Consumer

Response:

I had filed my original complaint and was given complaint # [redacted]. Unfortunately, I am having issues once again with this business. On the 26th of November 2013, I got my truck back from Pep Boys and they had retrieved the stored engine codes in my truck and reset them so the truck would be in working order. Now on Sunday December 08, 2013 at 4:20 p.m. my truck has once again left me stranded. It would not start, so I called the Pep Boys towing number to have it towed to the location on [redacted]. It was about 5:20 p.m. and I spoke to [redacted], who advised us that it wasn't the battery, starter or alternator, but he would let the manager [redacted] know for him to take a look at it in the morning. At about 11:30 a.m. I received a call from **. [redacted] stating that it may be a body control module that wasn't sending signal to the starter. I asked if this was going to cost me anything since they have never really fixed the truck to begin with because since the 17th of Nov it has been breaking down repeatedly. He stated to me that if it had nothing to do with the work they did before they will have to charge me. I do believe this issue is from the previous work they did before, since they never had the truck completely fixed. In a span of 3 weeks, it has broke down 3 times since they claimed they fixed it. I believe they are retaliating against me because of the initial complaint I made before. How convenient that my truck keeps breaking down within 7-10 days. This looks very criminal and fraudulent on Pep Boys part. They are quick to charge me money but they aren't quick to remedy the problem. This has been very frustrating on my part. I have to get to work and pay my bills. Pep Boys NEEDS to fix this asap! And fix it the RIGHT WAY. If I am without a vehicle, I need a rental during that time. I am a paying consumer and expect to get results when I pay for something. Somebody needs to fix this problem once and for all and stop jerking me around, I'm not an it! Product_Or_Service: Throttle Body Gasket Spacer/ Cleaning/reset codes

Desired Settlement:

The truck needs to be in working order for what I paid for and not having to be taking it back to Pep Boys every week because something they did to mess up my truck. The truck should've been fixed right the first time and never left me stranded two additional times within 2 weeks. I need some relief and some answers quick. If they have to send my truck to be fixed elsewhere, so be it, I am not paying them another dime on my par

Business

Response:

Dear **. [redacted],

We are in receipt of the rebttal sent top your office **. [redacted].

**. [redacted]'s vehicle has been rpaired at no charge.

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: [redacted] Chevy of [redacted] contacted me on Thursday December 19th, I spoke to [redacted] in the service department ###-###-#### who informed me that the dealer had repaired the problem with my truck at no cost because it was covered under a Emissions Component Limited Warranty. I asked the dealer if this was in fact a recall for the 2007 Chevy Silverado because that was what I was told by Pep Boys, but was told specifically by [redacted] that this was not a recall and it was something that was included in a warranty from 09/21/2007 to 09/21/2015 or up to 80,021 miles whichever comes first. He has given me full documentation stating this and the work that was done and was repaired by the Chevy Dealer at no cost.

Regards,

Review: I first took my 2001 Mitsubishi Montero to Pep Boys in July 2012 to have preventative maintenance performed prior to an extended road trip. Less than two (2) weeks after services were rendered I began to experience mechanical failure with my vehicle. I promptly returned it to Pep Boys for further service and solution. They’re custom service agent told me that the problems with my vehicle were a direct result of improper installation by Pep Boys themselves. My vehicle was in and out of Pep Boys for the next four (4) weeks due to these complications. I was even directed by Pep Boys to replace additional parts that I later found out were not failing parts but instead an incorrect diagnosis from them.

I filed with Pep Boys a grievance about their services and demanding a refund for parts and services that they provided and also parts and services they professionally told me had to be done. I have spoken with the parts manager, the corporate offices, and lastly the area manager but still have had no resolve to my situation and meager attempts to come to a resolution. I last spoke with the area manager about this issue on December 20, 2012. He told me he would go to the location investigate and call me back the following week. I have initiated contact with Pep Boys each time. They have never called back when they said they would and still have not attempted to offer a solution to the issue at hand.

I have had to result to other means of assistance in order to try and get this problem resolved. Customer service has not been provided and I have been told several times “it’s out of my hands” but do not hear from the person that is supposed to be handling my grievance. Will you please help resolve this issue that has continued on for far too long?Desired Settlement: I believe due to the extent of the matter and problems incurred that I should be refunded everything paid to Pep Boys and also reimbursed for the cost of my catalytic converter replacement.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 8 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] filed a complaint, a claim was opened, claim number #[redacted] and [redacted] was offered 50% refund.

If [redacted] does not agree with this offer, he will need to contact his claim adjuster.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see attachment.}