Pep Boys

Review: I took my car to Pep Boys location in [redacted]. on Fri. Feb,8. I had told them that there was a leak underneath, and that it might be a freeze plug, and also that there was a screeching noise and cracking when I turned. They called me and said that they had to order a part and it would be in on Monday the 11th, and that my car would be done by Tues. at 12pm,and it was not. They had fixed the control arm, 2 sway bar links, lower ball joint. They told me they were done with the car, and the car was still leaking and still had the cracking sound while turning. They never looked underneath where I told them the leak was. They replaced the radiator cap and the radiator adapter which cost $100.00, that was not needed. They said it was cracked which it was not and didn't show us that it was, and they charged us for something that we believe didn't need replaced. I called them and told them that it was still leaking and the manager [redacted] called me a liar, and we got into a disagreement. Then I called corporate and they didn't do anything. Got in contact with [redacted] again to set up another appointment for Sat, the 23rd, took my car back in and then they finally looked underneath where the leak was and told me that they didn't do freeze plugs and the leak was a little worse after they did the pressure test and told me that they couldn't do anything for me. They referred me to a guy in [redacted]. They charged me over $700. for the problem that they didn't even fix and I feel that they ran up my bill for something that wasn't needed. I feel that they should've told us they didn't replace freeze plugs, because I wouldn't have let them do any repairs. I had told them it was a possible freeze plug and they said they would look at it, never told me they didn't do them. I felt like I got taken advantage of.Desired Settlement: I would like to get the $100.00 that they charged me for something that wasn't needed and didn't show proof that it needed replaced.

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] for any inconvenience he may have experienced at our facility.

[redacted] originally came in for a

suspension problem and a coolant leak. The suspension repairs totaled $506.24.

We performed a coolant system evaluation in response to his complaint of a leak

and discovered that the radiator cap housing was faulty, resulting in

replacement cost of $96.45 for the cap adapter and replacement. [redacted]

contacted us on Tuesday February 12th regarding what he described as a poor

customer experience with our service staff. He indicated that he had not been

contacted regarding the status of his vehicle for the entire day of February

12th and was not notified that his vehicle was not finished. His concern was a

rental car that he was driving while this vehicle was being repaired.

We offered [redacted] a 10%

discount on his repair, based on what he described as bad service. [redacted]

arrived the next morning to pick up his vehicle and received his discount which

amounted to $70.05. We discussed this matter with Service Manager [redacted] and came

to discover that [redacted] was indeed kept in communication with during his

repairs and was in fact present during the afternoon of February 12, 2013 to

test drive his vehicle.

This was

observed on our CCTV system that monitors activity in our facility. Needless to

say we felt mislead by [redacted] original indication that he was treated

poorly. There was still a coolant leak present, when the vehicle left our

facility and it did end up with a diagnosis of a faulty freeze plug, which is a

service we do not perform at Pep Boys. I have spoken to [redacted] and

offered him the refund he has requested. Mr. Phillips has indicated via

telephone that he is agreeable to this. We stand firm on our diagnosis of the

vehicle and that all repairs done were necessary to ensure the vehicles

operation in a proper manner.

We

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,

[redacted] But They should had told us at the time of the service that they didn't do freeze plugs they didn't say that all they said is that we will check it out and they did say that and you guys can mail me my refund cause I'm not going to that store again

Review: 1. Advertised product not available (Alloy Car rims/wheels [redacted] 700). Pepboys Warehouse inventory showed that several rims of the desired style were available. However, after an hour or more of calling different stores and warehouses by [redacted] Pepboys staff, none were found to exist even though they were showing up within their inventory database. Pepboys staff at other store/warehouse locations could not seem to compete a task as simple as identifying the product in question or keep their inventory up to date. Once it had been determined that 4 of the desired rim/wheels style could not be purchased, I had to select another style. This issue occurred on 4/30/14.

2. My second choice in rim/wheel styles was available and 4 were purchased via internet from the [redacted] Pepboys. The online purchase went smoothly and 4 rims were shipped and received shortly thereafter. However, the style of rim advertised and shown on the website was not the same as what was received.

3. Several requests were made via email and phone to Pepboys Customer Care to determine if the style advertised was availalble, and if so would Pepboys agree ato exchange/replace them with the ones received. Several weeks have gone by since this issue began and I've yet to receive any reply to my latest inquiries. I do not consider this acceptable or timely customer service!Desired Settlement: 1. Receive a prompt reply from Pepboys to address the issue at hand.

2. Immediately replace the style of alloy rim received with the one advertised (w/chrome accents) if available.

3. Require Pepboys to improve customer service, advertise and show the exact product they are selling as well as keep their product inventory updated!

Business

Response:

Dear [redacted], We are in receipt of the letter sent to your

office by **. [redacted] on June 20, 2014. We would like to apologize for

any inconvenience **. [redacted] may have experienced at our facility, **. [redacted] was contacted and

advised that we will send him the shipping labels to return the wheels he

received and reship the correct wheels.We again apologize as well as

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

concerns. Regards, [redacted] Customer Service

Coordinator

Review: On 10/05/13, I took my car to Pep Boys to have my rear brakes checked and replaced (tracking # [redacted]). A few weeks later, 10/30/13, my brakes did not feel right when applied so I sheduled an appointment for Saturday, 11/02/13. On Friday, 11/03/13 while driving to work, I heard and felt a pop from the back of my car. When I applied my brakes, they felt incredible off and unstable. There was a very loud metal on metal grinding sound. I immediatedly rescheduled my appoinment for that dat (11/01/13) so that I could drive there directly from work. I told the mechanic I wanted to be there to see exactly what was happening when he took of the tire. Upon checking the brakes, we both say that the brake pad assembly had completely broken off and was simply hanging there. It was not long in a place for brakes to be applied safely. Instead, the metal edge of the pad assembly was grinding against the outer part of the rotor. The mechanic stated he did not know how that would have happened and said he could repair it if I wanted him to. I told him I wanted and expected the entire brake job redone with all new parts. I admitedly was very angry with his casual response and the seriousness of the issue. Had that part completly broken off and gone into the wheel, the situation for me could have had a completly different outcome. I am filing this complaint simply to hold them accountable for this problem so that it does not happen again to any future customers.

Product_Or_Service: New rear brake job

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Although I have indicated a refund, I have only selected that out of amger and frustration with the situation and the lack of concern of the mechanic. I don't expect a full refund or even a partial refund but want the situation taken much more seriously by Pep Boys.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on November 13, 2013. We would like to apologize to **. [redacted]e for any inconvenience he may have experienced at our facility.

The Service manager tried to contact **. [redacted] and again apologize. [redacted] is absolutely correct when he states the problem could have been much worse. However, the failure was not due to workmanship, rather it was a material defect, which we can not predict or control. What we can control is the empathy and understanding displayed in this type of situation. We apologize if **. [redacted] feels he did not receive the level of attention expected regarding this matter. We have addressed the lack of concern regarding **. [redacted]' situation with the store manager and Area Director responsible for this location.

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

Regards,

Customer Service Coordinator

Review: I took the car to Pep Boys for an oil change. First Pep Boys improperly installed the oil drain plug washer resulting in the washer leaking. This is not the first time this has happened. I have had numerous oil changes at Pep Boys and several times they have either put the wrong grade of oil and/or failed to install the oil drain plug washer resulting in leaking oil. Then they blame the oil leak on me and attempt to sell me unecessary repairs to fix the "oil leak." But more importantly, Pep Boys caused additional damage to the car while it was in their shop.

The rear brakes immediately started griding immediately after driving off. Pep Boys also yanked and damaged the rear emergency brake cable and I now have no emergency/parking brake due to Pep Boyx. The rear brakes were fine before and Pep Boys did something to the brake pads to wear them down in an attempt to have me buy brakes fromt them. I took the car to my regular mechanic and had him repair the rear brake pad and I was unable to afford to repair the parking brake cable damaged by Pep Boys.

The next thing is that Pep Boys damaged the passenger front strut mount. The car is making a rattling sound ever since I got it back from Pep Boys.

The next thing is that Pep Boys damaged the power steering hoses. The power steering was fine and immediately after getting it back all the power steering fluid leaked out and the pump started whining and now I have no power steering.

Pep Boys also damaged a CV boot which was relatively new on the vehicle in an attempt to get me to buy one from them. I informed them I had the CV axle they damaged the boot on, on lifetime warranty with NAPA auto parts and told them to order the replacement and install it for free and they refused.

The Pep Boys employee got upset when I accused him and I had to get a refund for the oil change from his manager after two visits back, but none of the additional damages caused by Pep Boys was ever repaired.

Complaint Detail: I went to get a tire from Pep Boys. While Pep Boys was driving their car and it was in their shop Pep Boys damaged the automatic transmission shift mechanism causing the vehicle to be unable to shift. Eventually the shifter handle broke off completely and the car was towed to a transmission shop due to damages which occured during the time period Pep Boys had the vehicle.TranslateDesired SettlementPay for the damages caused by Pep Boys. I had to take it to another shop to have the damages caused by Pep Boys repaired.

Desired Settlement: RepairDesired Settlement: I need Pep Boys to pay for a Nissan Dealership to properly repair the damage caused by Pep Boys.

Business

Response:

Dear **. [redacted],

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

Vehicle was brought to our facility for an oil change. When the vehicle was raised the strut mount was completely torn so the tire and strut assembly fell from the upper mount location.

We identified the problem and offered a resolution. **. [redacted] was also advised of the oil leaks and power steering leaks, but declined any repairs.

Replacing a tire cannot make the transmission to go bad.

We find no wrong doing on behalf of Pep Boys and will not take responsibility for any refunds or repairs.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

They are responsible for the damage to the vehicle and their shop caused the damage. The strut mount was fine prior to the car entering their shop. Furthermore, the transmission shifter was fine, and Pep Boys forced the lever causing it to break.

Their shop is responsponsible for the damages caused to my vehicle. It is more than a coincidence that multiple things break just immediately after the car was taken to their shop and their employees are careless and do have have adequate skill to work on my vehicle and have caused damage. They need to pay for the damages which they caused. They have refused to pay for the damages which they caused and accept responsibility.

I hereby demand that the case be sent to arbitration.

Regards,

Business

Response:

Dear **. [redacted]:

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

We again apologize, but our prior response stands firm.

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:

Clearly Pep Boys damages the vehicle. The parts of the vehicle were fine then Pep Boys damaged the vehicle while they had control of the vehicle. They were the only shop to work on this car which damaged it.

I hereby demand that the matter be set for Revdex.com vehicle repair arbitration. Thanks.

Regards,

Consumer

Response:

I previously bought two tires from this store. The tires were low quality and much worse than the tires I usually buy at [redacted] Tire. Additionally, this store broke my transmission shifter when the installed the tires and previously denied responsbility for the damages the store caused.Now, I have come back to the store to force them to honor their free tire rotation which is part of the tire contract purchase. At the store, the store manager reneged on the free tire rotation and refused to rotate my tires. This caused me a wasted trip.

Desired Settlement

Would like a refund and/or them to pay for the damages they caused to my vehicle and/or to replace the strut mount and to do the free rotations which I am entitled by the tire contract to.

Desired Settlement: Refund

Review: I called Pepboys on 3/22/13 to repair a knocking noise in the drivers side of the engine in our 96 Toyota Priva van when the car starts. The tech/cs rep told me to bring it in for there early bird same day repairs on 3/23/13. I brought the car in and they recommended I replace the fuel filter and belts, I did so and they charged me roughly around 400$. I ask the tech/cs rep to come out with me and my mother to start the car and hear if the issues had been resolved. I started the car and the knocking noise was still there. The tech/cs rep told me and my mother it was the engine miss firing and it was the spark plugs that needed to be replaced to repair the knocking noise. We where told a repair cost of 69.99$ before tax I ask if that would repair the problem and was assured it would. I had Pepboys replace the plugs and was charged roughly 200$ Because it apparently took longer than they thought to replace the spark plugs. Which are housed under the intake manifold. I left the Pepboys under the impression the problem was finally resolved. On my way home from a soccer match on 3/24/3 located at [redacted] I started my car and the noise was still there. I drove right to the Pepboys they where closed and left my car there for an early bird repair with a note written to repair the knocking noise. They called me back on 3/25/13 I was informed the engine was just old and was failing. I called the Pepboys back on 3/25/13 and ask to speak to the manager to see why the problem was Not resolved the first two times. After I had already payed them roughly 600$ for the two prior repairs. I demanded to speak to the managers boss and was told that she would contact me. Why would I pay 600$ on two repair jobs to have fuel filter belts and spark plugs replaced on an engine that is supposedly failing? If they would have just told me the first time I could have avoided this whole mess and used that 600 to put towards a new car or a new engine

Product_Or_Service: Auto repairDesired Settlement: DesiredSettlementID: Refund

All I would like is to have them fix the issue once and for all or refund my money. I don't think that's to much to ask

Business

Response:

Dear [redacted],

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

[redacted] was given a refund on the tune- up

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

Regards,

Customer Service Coordinator

Review: Went to Pep Boy for a "Tune-up" Dropped my car off there on 5/14/2014. I left all my phone numbers with them as well. On 5/15/2014 after work I went to get my car. My car had not even been worked on yet. I got NO call with this info before I went to the shop. They asked ME if anyone called me and I said no. I left. While at work the next day, I get a call from a lady telling me my car would be ready @2pm. I said fine and that I will pick it up after work. This time when I get there, I'm told I have to wait another hour or so!. After leaving that place, I noticed that my car was running really rough. When I stop at a stop light, it stops running and I have to re-start it. I got on the highway and 12 wheeler behind me almost hit me because I lost all power and then it kicked in! This branch of this company needs to be closed! A lady got an oil change and they couldn't find her keys for over an hour! They got me for $250.00 for my tune-up! They are ripping people off.Desired Settlement: I want my money back! My car runs like a truck now. It wasn't before!

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] dated May 19, 2014. We would

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

at our Pep Boys facility. [redacted] was given a full refund. We again

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

his concerns. Regards, [redacted] Customer Service Coordinator

Review: they couldn't even find my tires in system for hour because somebody entered info wrong. Bought $800 set of tires and full warranty. Only had tires for less than year. Went to get tires replaced only after 18,000 miles because tread and wire showing in tires already and one of employees told me that they recalled my tires due to hazardous things and no longer carried ny tires due to a lot problems with tire maker. The manager lied and told me other reasons why they don't have my tires and said that it was my fault tires wore out due to probably tyrods. He didn't know the I got new tyrods through them at the time of my tire purchase. Then he went and lied again saying it's nothing he can do that I'll have pay because they don't carry my DEFAULT tires so I'll have pay for difference and pay a nee bill of$400. I tryed going pep boys last eweek and was told 30 minute wait and I got there to they gave me wrong time and be 4 hours. Even one workers said managers be crooked and over charging and not helping anyone.

Product_Or_Service: TiresDesired Settlement: DesiredSettlementID: Replacement

I want all 4 tires replaced because it's not my fault they recalled my tires due to a lot problems and no longer replace it. I have a lot friends in car business and all told me that that's crazy what there doing and never saw such bad tires and can't believe they only lasted 18.000 miles. My friend told me that I'm riding on death trap right now that these tires looked like the had cracks in them when they made them. I'm scared for my life and can't get tires r

Business

Response:

Dear [redacted],

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

[redacted] did return to our facility, at that time two new tires were installed.

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

I had my vehicle serviced in Ocala Florida on January 31st 2015. The store, always a pleasure to deal with. I have no problems with the location. My problem is corporate inefficiencies. My service was well over $1000. The reason I chose Pep Boys was that they offer rewards points based on services. So, I was due at least $50 in rewards credits which expire. The problem? I never received them. Trying to get a word through customer service is like climbing the Berlin Wall. No response on the #. Had to resort to tweeting their customer service. They responded with a customer complaint number and asked me to email Pep Boys Social.
I did so on 6/25 and received a response on 6/27 that my complaint was forwarded to rewards services and that they would reach out within 48 hrs. Well it's now July 14th, nothing, nada, no response. I even sent a followup to the original email response from a week ago. Nothing. Well. If this is how they value customers who regular visit their locations, I will say that is a reason I need to visit other vendors. I guess they don't realize that the $50 gets spent towards the service they do so in a way they don't lose money but gain it through repeat visits. I'm done. They lose a loyal customer over nothing. I plan on sharing my review on social media so others will see my experience before they decide to sign up for this rewards program.
UPDATE: I heard a generic response from Twitter that I would be contacted. Nothing. Just more automated empty promises to respond. Nothing at all.

This was the biggest joke of all for car repair, as well as handling my complaint to management. I went in for an oil change and to check my anti-lock light coming on. Ended up with a broken stem on my wheel & an estimate for complete brake job & 2 tires, $1,000+. I got a second opinion & it was my abs harness. My brakes & tires were in great shape!

Review: On August 31,2013, I took my Honda CRV to Pep Boys to have an Alternator Drive Belt put on my car, it is also called a Serpentine Belt. The belt was put on my car. The next morning while driving to church ,I heard all these noises coming from under my hood. I stopped the car and could see parts of the belt on the ground upon opening my hood; I found the belt almost gone and my powersteering container off its holder flowing into my car. I took the car back to Pepboys and they told me to leave the car because they did not have another belt and now I also needed a water pump. It woud cost $647.53 I told them I would not leave my car because after two trips I wanted another mechanic to fix my car; I did not want them to continue to give me grief and frustration with my car. I had my car towed and a reliable mechanic fixed my car. I bought another Serpentine belt for $27.99 and a water pump for $64.99. Pep Boys charged me $55.98 for the same Dayco Serpentine belt plus $72.80 in labor for a total cost of $148.78. Pepboys also told me if I had the water pump put on elsewhere I woould have to bring my car back for another belt from them. I have had to have my car towed twice because of their neglect. I stopped payment on my check because of all the problems I had with their service.Desired Settlement: I want an apology letter and not to pay for lousy service.

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Review: We spoke to the Service Manager and PEP Boys Customer Service. The problem is as follows:

1. We dropped off my son’s [redacted] on Monday, April 11, 2014 for clutch work. The Service Manager stated we may have to order the part and have the work done by Tuesday evening. My son stated that he would be off from work for the next four days, but he would like his car back as soon as possible.

2. On Tuesday evening we called around 5pm to see if the vehicle was ready. There was a flywheel problem and the part had to be sent to some machine shop. Okay, when will the car be ready? We will have it ready tomorrow morning.

3. Wednesday came and again no update on the vehicle until we called at 5pm. Someone answered the phone after it rang and rang. That person stated he just got to the shop and would have the Manager call us. No call until after 7pm and the update was the machine shop brought back the wrong flywheel and we will have it for you tomorrow.

4. Thursday came and no phone call again, until we initiated contact and was told that the flywheel arrive too late yesterday and the mechanic will not be back until Saturday.

5. I went to the shop and the Manager proceeded to lie and provide the worst customer service that I have ever seen in my life. The lie about the flywheel being the wrong one has turned into the flywheel just arrived too late. Then the information about the original mechanic must finish the job and your son told me we could keep the car for the whole week. No, he told you he was off for the next four days which is Monday, Tuesday, Wednesday and Thursday and then had to return to work!

There were no courtesy phone calls on status of vehicle repair made to us during these four days. We had to initiate all contact with the shop and the information received was all convoluted. If they could not handle the job, they should have said so.

I have been a steady customer for the last fifteen years without incident, but this one takes the award! I am very disappointed with this situation.Desired Settlement: I need this car back today! And I deserve a substantial discount to the convoluted price: The original estimate was 499 (given to us by another Service Manager just 2-3 weeks prior while picking up the vehicle after other work had been completed), which then turned into around 800 (told to us by this Service Manager) and now is 1400.

Business

Response:

Dear **. [redacted],

We are in receipt of the

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

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

facility.Below is the response from the store manager on **. [redacted]'s

concerns. Monday April 14, 2014 We contacted both

crs on file and left a message. When **. [redacted]'s son [redacted] came

to our facility he wanted to know about having the clutch replaced for $495.00

we advised him at that time that he would need to leave the vehicle ,we would

call him with a complete estimate before we even start the work.

We also advised [redacted] he had the option to take the

car now. [redacted] said okay I will leave the car. We went into detail explaining

that to do the clutch job the proper way we will need to send out the flywheel

to be resurfaced. So yes technically the book states 6-8 hours in addition to

lay up time for machine shop turn around on the flywheel. The customer stated he

had four days before needing the car. We did not anticipate the car going into

the weekend otherwise we would of stated that in the beginning.

I did run into a Mechanic schedule issue- the

Mechanic I had start the car on Monday was off Thursday and Friday- here is

where I let the ball down, and this is the main reason the car needed to be

completed on Saturday. **. [redacted] came into the store very upset , I spoke with

her explaining that we can not have a different mechanic finish a job someone

else started. At this time she told me the pricing changed several times. I

[redacted] personally told her that I am the same person who spoke with her

son and took the car in, I am alo the same person who made one phone call to her

son for job approval which was estimated at 1400.00 When I made this call I was

given the okay for the work, customer still had opportunity to decline , because

as I stated on drop off I would call and get authorization before even touching

the car. [redacted]''s mom at this point told me she knew about the phone call because

she gave the approval for it. This is where I do not understand how they are

stating the price changed over time- when I personally made one phone call-

allowing them to say yes or no. I called on Saturday to update the customer

about completion and offered a 10% discount on certain lines for customer

satisfaction. I went over the invoice in detail with [redacted] on the phone and

everything was okay. They came to pick up the car.We again apologize as well as thank **. [redacted] for allowing

us the opportunity to address her 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: there were three different quotes. One at the completion of the first job and then two during the time they had the car. To satisfy the complaint they decided to give us 10% off which was the same as the coupon we brought in and then we're not allowed to use ii in conjunction with their discount for the aggravation.

Review: I took my toyta camry to pep-boys I wanted the front end checked and the brakes. They called me told me they wanted $1,000.00 I said don't do the front end just the brakes they said the back rotors needed to be replaced and the brakes bleed. it was going to cost $209.00. I said ok then an hour later they called and said that the brake caliper bracket was stripped out and needed to be replaced and they wanted another $100.00. I told them no I would not pay that because how did I know that they didn't strip it. he told me he had all ready put on one of the rotors but he couldn't put the other one on or bleed the brakes until the bracket was fixed. I said no again I told him not to do any thing else to the car I was having it towed he offer to do it for $60.00 I said no when I went to get the car he told me he put my old rotor back on so there was no charge for the rotors but he charged me $34.00 to inspect the front end and brakes. After getting home and looking at the invoice on one page there was a lot of information he was to fill out but he didn't I paid for that information and I think they should give me my money back the information should have told me how thin my rotors were and how much brake lining was left, I took it to another shop and they told me there was noting wrong with my rotors and that there was nothing wrong with the bracket or the caliper only thing I needed was to have them bleed.Desired Settlement: DesiredSettlementID: Refund

They should have to give me my money back because they didn't give me the information that I should have gotten as part of the break inspection. They should also get in trouble for lying about the caliper.

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Review: I went to the auto repair shop store on Saturday, September 6, 2014 to take a defective battery back. The employee set it outside and asked me to go inside to tell them where it was. The gentlemen inside took it to the desk in the back of the store and asked them to check it. I was asked questions as to the car, etc. and the battery was placed on the charger. I told one man that it was leaking but he said that it still had to be charged. The machine said 37 minutes to charge; so, I went across the street to window shop and returned in about one-half hour. They told me that my battery was no good but I did not see the battery. They gave me the replacement but when I arrived at home my son said that it was not the correct battery. I spoke with Emerson H[redacted] who said he was the manager on duty. He said that I should have told them what type battery I wanted and that I should have told them that it was a Hybrid. I explained that information was given to them and that I wanted the same type of battery that I brought. I asked where the battery was and he went to look and said that he had found it. I asked if they could bring the new battery to the house because of the error. The response was no. I went back to the store in the evening and I was told that I identified the wrong battery. I would think that no identification is needed when I give you a battery. So we went to the back and they found my battery under a counter. I again asked for the store manager and they said that he was gone.Desired Settlement: I bought a [redacted] car vacuum for $ 15.00 plus tax when I returned. So, I would like a credit for it to my credit card for the aggravation and time spent correcting this grave error on the part of Pep Boys.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 8, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

We apologize for this error and would like to give the credit [redacted] is requesting. If [redacted] has not yet received that credit, we ask that she return to our facility and see Retail Manager Emerson.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

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

Regards,

Review: my son had taken his car in AGAIN to have the coolant system looked at as it was leaking a week after repair. When he brought it in they gave him an estimate that included a price over over $100 for the recovery tank #[redacted].

On the pep boys website this part is priced at $59.99 When I called both the store and corporate, I was told that the online price is different then in stores. HOWEVER on the web site there IS NOT any notice that tells you this. I also am a bit suspicious as the coolant system was supposedly repaired last week and all of a sudden another issue? My son is a college student and is not able to keep repairing the same thing over and over.Desired Settlement: they should honor their own website prices in store. and

I'd like them to investigate this store as it all seems very suspicious.

Business

Response:

Dear [redacted],

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

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

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

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

Review: I brought my 1996 [redacted] into Pep Boys Store ID# 0199 on 8/2/2014 at around 5pm for an oil change. In addition, I asked them to check out my rear right tire/rim, as it becomes low on air and I must fill it up about every 2 weeks. The Pep Boys personnel informed me that I would have to leave my car at Pep Boys overnight and pick it up at around 11:00am on 8/3/2014. I said "okay" and left my car with them.At 1:00pm on 8/3/2014, I still have not received any phone calls/messages on the status of my vehicle. I went back to the Pep Boys to inquire on the status of my vehicle because I needed to use the vehicle. When inquiring about my vehicle, they could not find my paperwork/car keys and insisted I wait until they find them. After a 15 minute wait, they found my paperwork/car keys and said I was good to go. So I paid my bill and left the store.When starting my car, I noticed that the brake pedal felt very strange. There was no resistance when pressing the pedal to the floor. I put my car in reverse to leave the parking spot at Pepboys, barely pulled out of the space, and immediately pulled back in realizing that the brakes are not working.I went back into the store to tell them about the brakes. At this point they told me my brakes felt spongy and failed to mention this earlier. They took the car in and told me that my brake lines were leaking and needed replaced.They repaired my brake lines on the evening of 8/3/14 and I picked up the car on the morning of 8/4/14. I spoke with Timothy, the service manager, when picking up my car. He was extremely rude and literally yelled at me for touching a paper on the desk that was not mine. I apologized and explained to him that I thought the paper was my bill. I was very embarrassed after he yelled at me.Although I received a discount on the parts and labor, I feel that I should not have to pay at all for their negligence in:1. Failing to initially inform me about spongy brakes2. Risking my safety by letting me drive an undrivable vehicleDesired Settlement: I would like a refund in the amount of $454.75, which is the total that I paid for labor.

Business

Response:

Dear [redacted],

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

The Service manager discounted [redacted]'s bill from $838.00 to $ 425.00.

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 car is still running hot they were to put a new water pump & thermostat on my car. that was not the problem and they refused to look at my car any furtherDesired Settlement: I would like to get a refund or my car fixed correctly because they did not solve the problem

Business

Response:

Dear [redacted],

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

The service manager spoke to [redacted] and reminded him about the discussion they had at the time they found the initial problem with his vehicle. The manager wrote on the work order under comments" Customer is fully aware that there is something lodged in the cross over pipe on the drivers side of the engine. [redacted] declined the removal of the pipe.

[redacted] was advised before any repairs that it could damage the engine and Pep Boys will not be held responsible for any engine damage.

[redacted] was advised that the repair he was requesting us to perform Water pump replacement would not fix his issue, but wanted the service done anyway.

Attached is a copy of the work order, please see under "General Comments"

We find no wrong doing on behalf of Pep Boys and the request for a refund or further repairs is denied.

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

Review: The pep boys in [redacted] did a diagnostic test on my 2004 pt crucer and did a pressure test and told me I had a crake in my radiator and a blown head gasket gave me a quote of 2400 then two hours later they call and say good news you don"t have a crake in the radiator so now it will probably only cost aaround 1600 for the head gasket and we should replace the water pump too. did not approve the repair and had it towed to another place where they replaced a sensor cam total bill 125 and it is fixed this past jan I took my car there with a friend and he told them it seamed like the thermostat and they called and said it was but I had a bad oil leak(which I still don't have to this day) and some other stuff wrong and it would cost close to 1000 I told them no just do the thermostat I can't afford all that in which the response was well you have 1500 available on your credit card weren't you going to charge it? that gave me a bad vibe now after this last experience I want to put in a complaint so people are worned about themDesired Settlement: I mwould like the 44.41 they charged me for looking into the problens and a estimate that was faulse

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted by the service manager who apologized and offered **. [redacted] a refund.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Review: I have been having the worst experience I have ever encountered at any Pep boys. I have been back to your store several times since Dec 1, 2013 to try to resolve the issue of being sold the wrong starter for my 1984 k10... The store manager [redacted] refuses to take responsiblity for his employee selling me the wrong starter. I had to go to [redacted] to purchase the correct starter to resolve my issue. I would like to get a full credit for the wrong starter I was sold. My [redacted] calls for two diffrent type of starters, and pepboys sold the the wrong one to me. I made an attempt to exchange for the correct starter but the sales associate said that they were out of the correct one we needed. I will complaining to the Revdex.com / Revdex.com every day until this issue gets resolved. I also requested the regional managers information to resolve this issue, and [redacted] denied my request. Please forward me the regional managers info. for store #[redacted] Any assistance with issue would be greatly appreciated.respectfully,[redacted]

Product_Or_Service: StarterDesired Settlement: DesiredSettlementID: Refund

Full refund for starter and core.

Business

Response:

**. [redacted],

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

**. [redacted] returned to our facility and received a refund.

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

Regards,

Customer Service Coordinator

Review: I went in 5/7/12 to Pepboy's to get my air conditioning fixed, when they finished they charged me $900.00 gave me back the car the air worked one day and stopped. I went back the next day they did not correct the problem or offer some option for a refund instead told me I needed a part that I found out later I didn't need and could not get. I found this out after on 6/5/14 I took the car to a place called [redacted] Air Conditioning Service this place specialize in air conditioning for vehicles. They charged me $1800.00 to redo the work that Pepboys did and did a beautiful job. They were the one's who let me know how inferior the work was Pepboys did (they told me and I quote "The compressor and the whole system is leaking"). Now the car is a 1990 [redacted] that is restored and I do not really even drive except to have it worked on. [redacted] even said that they should give me back my money and Pepboys manager's could call them and they would vouch for the poor workmanship. I told them this and they first said if I give them the parts also I have my receipt there would be no problem getting my money back but I had to return on the 6/15/14, when I returned they would not return my money. Please help, I'm trying desperately to keep this civil!

Product_Or_Service: Air condition repair for auto

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At this point all they can do for me is return my money and I will try never again to patronize their business. The number to [redacted] Air Conditioning ###-###-#### their location is [redacted] IL [redacted] feel free to contact them also for verification on what I have explained.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated May 2, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility[redacted] was advised the first time in May of 2012, that the Heater Control box was cracked and needed to be replaced. When [redacted] came back the day after his first repair, we used a silicone to seal the crack in the box due to the part not being available any more .Now two years later [redacted] wants a full refund. [redacted] had to have the compressor replaced which is no longer in warranty so the refund was denied.

After [redacted] filed a complaint the service Manager advised [redacted] that he could bring him the compressor back and he would work on a refund for the part only. If [redacted] would like to accept the refund on the part, we ask that he return to our facility with the part and see the service manager for that refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Consumer

Response:

[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:

In the beginning you told me you had to diagnose the problem to see if you could fix the air conditioning in my car, when I asked, "could you fix it". I paid you ( $45.00 I believe ) !!! To tell me if you could fix the air conditioning in my car, you said "yes". You didn't say "no, because you have a cracked case". Now that you couldn't fix it you want to make excuses why you couldn't so you can keep my money, that's not acceptable. The people that fixed my car was up against the same odds and they gave no excuses. Just so you know I really don't even drive this car except when having work done on it. The problem was not a broken case it was the power module for the air conditioning and replacing all your defective parts that you put on my car (yes they told me that too) and that you should give me back my money. Now, you tell me, who should I listen to; the person that fixed the air conditioning or the person that had all excuses to why they could not fix it when they said they could. Now understand that I am not going away without justice so unless you’re talking about something that is not a slap in the face we'll just make a public spectacle of this matter and ourselves. Just pay me what we both no you owe me because next we'll be on the news.

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office by [redacted] dated June 23, 2014.

[redacted]'s concerns have been addressed for a second time, and we found no reason to reverse our prior decision. It had been two years in between the initial repair and his complaint with out alerting us that there was ever an issue. The repair originally done had a 1 year warranty with no validation or show of concern at any point during the warranty.

We again apologize, however our prior response stands firm.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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: Your pissing me off. Look, I did not wait two years. I went the next day, to let them know that my air conditioning was not working they could have gave me my money then, took their parts and gave me my money and let me know they could not fix it for what ever reason. They charge me money just to say if they could fix the problem or not so why did they say they could fix it, when they couldn't. Your a billion dollar business about to mess up over $900.00. Where this is going can real easily be avoided and you know your wrong so you want to make excuses for keeping my money thinking I will go away but I won't ever till I am paid every dime of my $900.00 dollars.

Regards,

Review: Our daughter (age 24) took our 2004 Nissan Maxima to PepBoys to have them assess why it was not accelerating properly. She was told it needed a new battery and a new alternator. When she went in the next day to pick up the car, she was in a hurry and paid without scrutinizing the billing. When I examined the bill, which totaled $727.77, I saw that two warranties had been slipped into the itemized bill. The first, an "Alternator Lifetime Warranty," was for $250. The second, a "Pepguard Limited Extended Warranty" was for $39. In addition, a "Shop Fee" for $35. had been added in to the list of costs. Our daughter had never been asked if she wanted any warranties, nor was it pointed out when she was paying the bill that $289. of the cost were for warranties. The only phone message she received was that her car was ready to be picked up. Again, no mention of warranties. We have recovered $227.77 of the cost from [redacted], as they are disputing the charges for us. However, that does not cover the entire cost of warranties or the "shop fee." Why do we pay a fee for you to use your shop to make the repairs? What miscellaneous expenses did you have to replace an alternator and a battery?When this same location was [redacted], we were treated honestly and with respect. For PepBoys to slip in about $300. in unauthorized charges for warranties we never would have approved, we find to be despicable business practice. We have four vehicles, and we have spent thousands of dollars at this location, for tires and other car repairs. Our daughter used $500. of her student loan money for graduate school to pay for most of the cost of these repairs. Shame on PepBoys #[redacted] for this outrageous bill and the way they took advantage of a young woman on a very short lunch break. They will not see one more penny of our business.

Product_Or_Service: replace alternator and battery

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund all unnecessary and unauthorized charges beyond the [redacted] amount of $227.77. The service work order is #[redacted]. Investigate who added the unauthorized warranties to our bill. Note that the Invoice shows clearly that NO ONE authorized charges above the original estimated price. The blanks by authorization ( ) in person and ( ) phone are left blank. There is no signature of an employee indicating that anyone authorized the increased price. You have o

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted and offered a refund for the extended warranty and the shop fee.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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. I talked with [redacted], a GM for PepBoys, on the phone, and he offered the refunds for the shop fee and for the extended warranty that we did not authorize. He also thanked me for being calm and "not taking his head off." He stated that the billing was mishandled by the store. He also told me that my daughter could come by the shop today (August 29) or tomorrow to get the refund returned to her debit card. He also wanted to offer her a voucher for a free oil change. However, when our daughter went by the shop today, no one was at the counter to talk with customers. After waiting a few minutes, she walked around to the bays and asked the mechanics if [redacted] was around. They told her they did not know anyone named [redacted] that worked at that location. Perhaps he is a regional GM and that is why the mechanics might not know who he is. Our daughter will call him tomorrow to see about possibly meeting him at the shop during her lunch hour. He had indicated to me that he would be there today and tomorrow from 7 am until 4 pm.

Regards,

[redacted]